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SUPPORT HUB

SUPPORT HUB

Articles in this category

return & exchange eligibility

defective, damaged, or incorrect items

30-day non-delivery protection

lost or stolen after delivery

how to start a return or exchange

return shipping & fees

quality materials

non-returnable items

refunds & processing time

international returns (customs & duties)

quality materials

more questions?

Returns & Refunds Policy

Updated 10 months ago

At Torazen, we want your shopping experience to feel effortless. This policy explains how returns, exchanges, and refunds work. If anything is unclear, our support team is always available at support@torazencollective.com.

Return & Exchange Eligibility

Condition: Items must be unworn, unwashed, unaltered, free of odors/marks, with tags attached and in original packaging.

 

Window: Requests must be made within 14 days of delivery (based on carrier tracking).

 

Proof: Order number, photos (full item + close-ups), and a short description are required.

 

Authorization: An RMA (Return Merchandise Authorization) must be obtained before sending anything back.

 

Sizing: We offer exchanges (subject to stock) within 14 days. For sizing issues, we do not provide cash refunds. Please use our size guides or email us for fit help before ordering.

Defective, Damaged, or Incorrect Items

If your item is defective, damaged, or incorrect, contact us within 14 days of delivery with:

 

 - Your order number and item details

 - Photos of the full item and the issue

 - Photo of the packing slip and shipping label (if available)

 

Once verified, we will repair, replace, or issue a full refund (including original shipping where applicable).

30-Day Non-Delivery Protection

Your order is protected. If your package has not been delivered within 30 calendar days of dispatch, and tracking confirms non-delivery, you are eligible for a full refund — no questions asked.

 

 - We verify the timeline against the carrier’s tracking.

 - If tracking shows delivery or attempted delivery, this guarantee does not apply (see section on lost/stolen after delivery).

Lost or Stolen After Delivery

If tracking shows “Delivered” but you cannot find your parcel:

 

 - Check with household members, neighbors, and building reception.

 - Look for a “safe place” or pickup card from the carrier.

 - Contact the carrier with your tracking number for GPS proof or driver notes.

 

If the parcel is still missing, email us. We can assist with a carrier investigation and may offer a goodwill solution at our discretion.

How to Start a Return or Exchange

1. Email support@torazencollective.com with your order number, reason, and photos (if applicable).

2. We’ll confirm eligibility and provide return instructions (including a label if applicable). Do not send items without approval.

3. Pack securely, including all original packaging and tags.

4. Keep proof of postage/tracking until we confirm completion.

Return Shipping & Fees

 - Defects/Wrong Items: Torazen covers return shipping or provides a prepaid label.

 - Sizing Exchanges / Change of Mind: Customer pays return shipping. We’ll ship the first exchange free once the original is received and inspected.

 - Original Shipping: Non-refundable unless the return is due to our error.

 - Unauthorized Returns: May be refused or returned to sender.

Order Cancellations

Orders can be cancelled within 24 hours of purchase if they have not yet begun processing.

 

 - If fulfilment has started or the order has shipped, use the standard returns process.

 - If cancellation is approved, we refund the product cost; shipping is non-refundable once in transit.

Non-Returnable Items

 - Gift cards and store credit

 - Final sale / clearance items marked “Final Sale”

 - Worn, washed, altered, or damaged goods (not due to transit or  - manufacturing issues)

 - Items returned outside the 14-day window

Refunds & Processing Time

 - Method: Refunds are issued to the original payment method.

 - Timeline: 3–5 business days from approval (bank times may vary).

 - Partial Refunds: May apply if items are not returned in original condition.

International Returns (Customs & Duties)

Customs duties, taxes, and brokerage fees are set by local authorities and are non-refundable through Torazen. For exchanges, duties may apply again depending on your country’s rules.

Return Address & Contact

Return addresses vary by item and region. Always obtain an RMA before sending anything back.

 

For any questions:

 - Email: support@torazencollective.com

 - Website: www.torazencollective.com

 - Business Address (not a return hub):
3961, 1007 N Orange St. 4th Floor, Wilmington, DE, New Castle, US, 19801

Note: Do not send returns to the business address above unless instructed in your RMA email.

Title

More Questions?

Please contact our support team here.

Articles in this category

return & exchange eligibility

defective, damaged, or incorrect items

30-day non-delivery protection

lost or stolen after delivery

how to start a return or exchange

return shipping & fees

order cancellations

non-returnable items

refunds & processing time

international returns (customs & duties)

return address & contact

more questions?

Returns & Refunds Policy

Updated 10 months ago

At Torazen, we want your shopping experience to feel effortless. This policy explains how returns, exchanges, and refunds work. If anything is unclear, our support team is always available at support@torazencollective.com.

Title

Return & Exchange Eligibility

Condition: Items must be unworn, unwashed, unaltered, free of odors/marks, with tags attached and in original packaging.

 

Window: Requests must be made within 14 days of delivery (based on carrier tracking).

 

Proof: Order number, photos (full item + close-ups), and a short description are required.

 

Authorization: An RMA (Return Merchandise Authorization) must be obtained before sending anything back.

 

Sizing: We offer exchanges (subject to stock) within 14 days. For sizing issues, we do not provide cash refunds. Please use our size guides or email us for fit help before ordering.

Title

Defective, Damaged, or Incorrect Items

If your item is defective, damaged, or incorrect, contact us within 14 days of delivery with:

 

 - Your order number and item details

 - Photos of the full item and the issue

 - Photo of the packing slip and shipping label (if available)

 

Once verified, we will repair, replace, or issue a full refund (including original shipping where applicable).

Title

30-Day Non-Delivery Protection

Your order is protected. If your package has not been delivered within 30 calendar days of dispatch, and tracking confirms non-delivery, you are eligible for a full refund — no questions asked.

 

 - We verify the timeline against the carrier’s tracking.

 - If tracking shows delivery or attempted delivery, this guarantee does not apply (see section on lost/stolen after delivery).

Title

Lost or Stolen After Delivery

If tracking shows “Delivered” but you cannot find your parcel:

 

 - Check with household members, neighbors, and building reception.

 - Look for a “safe place” or pickup card from the carrier.

 - Contact the carrier with your tracking number for GPS proof or driver notes.

 

If the parcel is still missing, email us. We can assist with a carrier investigation and may offer a goodwill solution at our discretion.

Title

How to Start a Return or Exchange

1. Email support@torazencollective.com with your order number, reason, and photos (if applicable).

2. We’ll confirm eligibility and provide return instructions (including a label if applicable). Do not send items without approval.

3. Pack securely, including all original packaging and tags.

4. Keep proof of postage/tracking until we confirm completion.

Title

Return Shipping & Fees

 - Defects/Wrong Items: Torazen covers return shipping or provides a prepaid label.

 - Sizing Exchanges / Change of Mind: Customer pays return shipping. We’ll ship the first exchange free once the original is received and inspected.

 - Original Shipping: Non-refundable unless the return is due to our error.

 - Unauthorized Returns: May be refused or returned to sender.

Title

Order Cancellations

Orders can be cancelled within 24 hours of purchase if they have not yet begun processing.

 

 - If fulfilment has started or the order has shipped, use the standard returns process.

 - If cancellation is approved, we refund the product cost; shipping is non-refundable once in transit.

Title

Non-Returnable Items

 - Gift cards and store credit

 - Final sale / clearance items marked “Final Sale”

 - Worn, washed, altered, or damaged goods (not due to transit or  - manufacturing issues)

 - Items returned outside the 14-day window

Title

Refunds & Processing Time

 - Method: Refunds are issued to the original payment method.

 - Timeline: 3–5 business days from approval (bank times may vary).

 - Partial Refunds: May apply if items are not returned in original condition.

Title

International Returns (Customs & Duties)

Customs duties, taxes, and brokerage fees are set by local authorities and are non-refundable through Torazen. For exchanges, duties may apply again depending on your country’s rules.

Title

Return Address & Contact

Customs duties, taxes, and brokerage fees are set by local authorities and are non-refundable through Torazen. For exchanges, duties may apply again depending on your country’s rules.

Title

More Questions?

Please contact our support team here.