Support
How can we help?
Straight answers - each one matches our policies exactly. Nothing here contradicts checkout.
Orders
Pick your size, add the piece to your bag, and check out. Visa · Mastercard · Amex · PayPal · Shop Pay · Apple Pay · Google Pay · Klarna - all payments run through Shopify’s secure checkout.
Yes - within 24 hours of purchase. Email support@torazencollective.com with your order number and the change. After the 24-hour window your order may already be processing and changes can no longer be guaranteed.
You get a tracking email at dispatch. Standard orders are processed within 2-4 business days before dispatch; Express Shipping + Priority Dispatch orders are packed first and dispatched within 1-2 business days. Standard delivery then runs 8-14 business days in transit and express 3-5 business days - that makes standard 10-18 business days total and express 4-7 business days total from the day you order. See Track Order for the full timeline.
Shipping
| Method | Cost | Dispatch | Delivery after dispatch | Free from |
|---|---|---|---|---|
| Standard (tracked) | $8 | 2-4 business days | UK / EU / US: 8-14 business days Canada / Australia: 2-3 weeks Asia: 11-15 business days | $100 |
| Express Shipping + Priority Dispatch (tracked) | $24 | Packed first · 1-2 business days | 3-5 business days | $130 |
Standard orders are processed within 2-4 business days before dispatch. Express + Priority Dispatch orders are packed first and dispatched within 1-2 business days. Standard delivery then runs 8-14 business days in transit and express 3-5 business days. All in, that means standard 10-18 business days total and express 4-7 business days total from the day you order (UK / EU / US). We ship worldwide, tracked on every order. Part of an order may occasionally ship separately at no extra cost. Taxes and duties calculated at checkout where applicable.
Yes - we ship globally, tracked on every order. Rates and times by region are in the table above; anything unusual for your country shows at checkout before you pay.
An optional upgrade sold on some earlier orders: it extends non-delivery cover from 30 to 90 days and pays the return postage on your first size exchange. It is no longer offered - if your order included it, both benefits still apply in full.
You do not need it to be covered. Every order ships tracked, carries 30-day non-delivery protection, and is refunded or replaced in full if it turns up damaged, wrong or defective.
Returns
14-day returns and exchanges. Request within 14 days of delivery (per carrier tracking). Items must be unworn, unwashed, unaltered, odor- and mark-free, with all tags attached and original packaging. Email us for an RMA first - unapproved returns cannot be processed.
Sizing exchanges and change of mind: accepted within the window; you cover return shipping, and we ship your first exchange free once the original is received and inspected. Refunds exclude original shipping.
Damaged, defective, or incorrect items: contact us within 14 days of delivery with your order number and photos (item, issue, packing slip if available). Once verified we repair, replace, or refund in full - including original shipping.
30-day non-delivery protection: if tracking confirms your order has not been delivered within 30 calendar days of dispatch, you get a full refund. This is delivery protection, not a separate return window. If tracking shows delivered but the parcel is missing, check with neighbours and the carrier first, then email us - we will open a carrier investigation and help.
If your order includes Extended Cover + Free First Exchange (an upgrade sold on earlier orders): your non-delivery cover runs for 90 days from dispatch instead of 30, and we send a prepaid label for your first size exchange instead of you covering that leg. Everything else on this page applies to every order either way - the upgrade adds cover, it never removes any.
Approved refunds return to the original payment method within 10 business days. To start: email support@torazencollective.com with your order number, reason, and photos. Keep proof of postage. Consumers in the UK and EU may have additional statutory rights.
Sizing
Standard American sizing, S to 3XL, cut relaxed and oversized. Charts live on the sizing guide and every product page, plus a height/weight fit tool (imperial and metric). Unsure? Ask us before ordering.
Payments
Visa · Mastercard · Amex · PayPal · Shop Pay · Apple Pay · Google Pay · Klarna. Taxes and duties calculated at checkout where applicable. We never see or store card numbers.
The brand
No - Torazen pieces are independent fan-inspired designs. We are not affiliated with or endorsed by any studio or publisher. Full detail in our Copyrights & IP policy.
Offers
Newsletter members get $5 off a first order (applied in your currency at checkout) - join the Collective. Bundle offers appear on the store when live. The community vote decides which series gets the next new designs - one vote per round, your latest counts.