Information Hub
Returns & Refunds
Plain language first, binding detail below.
- 30-day returns & sizing exchanges from delivery
- Unworn, unwashed, tags on, original packaging - RMA first
- Defective or wrong item: repair, replacement, or full refund
- 30-day non-delivery protection on every tracked order
30-day returns and exchanges. Request within 30 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 pay the postage to send the item back to our returns address, and for an exchange we ship the new size free, once the original is received and inspected. Change your mind within 14 days and we refund the item plus the standard delivery you paid. Express upgrades aren’t refunded.
Damaged, defective, or incorrect items: contact us within 30 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 (an upgrade sold on earlier orders): your non-delivery cover runs for 90 days from dispatch instead of 30. Everything else on this page applies to every order either way.
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.
- Email support@torazencollective.com with your order number, reason, and photos.
- We confirm eligibility and send RMA + instructions.
- Pack securely with tags and original packaging.
- Keep proof of postage until we confirm completion.
Unworn, unwashed, unaltered, free of odors or marks, all tags attached, original packaging. Items failing inspection are returned to you without refund.
Defects and our errors: we cover it or send a prepaid label. Sizing exchanges: you pay the return postage to our returns address and we ship the new size free. Change of mind: you pay the return postage.