Info
ABOUT
All TORA-LILY pieces are made in the UK. Most of the items are made to order, we make them in a studio in London once you have placed your order.
All orders take 3-7 working days to be shipped.
SHIPPING
- TORA-LILY ships worldwide.
- Orders are dispatched on weekdays. Once the order is dispatched you will be notified to the email provided at the checkout, so please ensure your information is correct.
- If you need items for specific dates it is the responsibility of the customer to ensure they have checked the production and shipping times, to ensure it will arrive in time. However please reach out to us before you place your order and we will try our hardest to get pieces to you for the date needed.
- We cannot be held responsible for shipping delays, especially around the festive period.
UK Shipping options:
All UK orders will have a shipping cost of £6 and are sent using Royal Mail tracked. UK orders take 1-3 working days to be delivered.
International shipping options:
Standard international £20: Aims to deliver orders in 7 working days but can take up to 4 weeks.
Express international £40: Aims to deliver orders in 2-7 working days, but can take longer on some occasions due to customs delays and weather conditions.
SHIPPING ISSUES
TORA-LILY is not responsible for any fees that are incurred with international shipping, after the order has been dispatched.
Once dispatched TORA-LILY will not actively check your tracking information, so please check your tracking regularly for any updates. Once you have received the dispatch email and tracking information it can take a few working days for international tracking to start updating.
In the event that your address has been entered incorrectly and your order has been marked as delivered, TORA-LILY can not take any responsibility for this and are unable to offer a refund or replacement
If your order has been marked as delivered and you have not received it, please inform TORA-LILY within 14 days of it being marked as delivered. If TORA-LILY is informed outside this timeframe a refund or replacement can not be offered.
If you have not received your order, please inform TORA-LILY, within 10 days (UK) and 40 days (International) of the date dispatched. If informed outside of this timeframe, TORA-LILY can not offer a refund or replacement.
We cannot except responsibility of orders that are unable to be delivered to no answer.
We cannot accept any responsibility for stolen orders.
PAMENTS
Customers can pay with any currency via card payment.
Paypal payments can only be made in British Pounds.
RETURNS
Returns can be accepted for an exchange or store credit.
Store credit will have a 12 month expiry date and will only have one use. You need to use the code in one go as it acts as a discount code. If you want to exchange an item for a different size, the made to order time frame will still be applied.
All returns must made within 14 days of the date delivered.
TORA-LILY does not cover the cost of postage and is also not responsible for any returns that have been lost in the post, so using a tracked method for your return is recommended.
Please contact via the 'Contact' page on the website to arrange a return.
Any faulty or damaged items need to be reported (along with any other issues) and sent back, within 14 days of the date delivered.
If you believe that your product is faulty then please email info@tora-lily.com with the subject "Faulty item". In this email please include the following information:
- Order number
- Images that clearly demonstrate the fault
- A description of the fault
Please allow a few days for this to be responded to and assessed. Once assessed you will receive a response email with instructions on how to return the item and you will be refunded once the item is returned.
All tags need to be intact for the return to be accepted and items must be unworn. Any signs of wear the item will be sent back to you.
We do not accept returns for swimwear or accessories, unless faulty.
ORDERS
If you want to cancel your order, please contact us within 24 hours of your order being placed. If contacted within 24 hours we will cancel your order and provide a refund, but 5% of your order cost will be deducted from your refund, to cover the transaction fees.
If you want to cancel your order after 24 hours of it being placed a further 5% will be deducted from your refund for every extra day. This is to cover the costs of the materials used and our time, as your order will have already began production.
It is important for customers read the product description as this provides important information about certain products, for example made to order pieces. When placing an order with us you are agreeing to accept these conditions.
We recommend to wash all items on delicate unless it is advised to hand wash.
Please refer to the size guide for information about the sizing of the pieces. If there are any issues with your order items must be returned unworn.
SIZE CUSTOMISATION
We will not customise products in any way that alters the design of the original e.g adding sleeves, changing shape of a garment, removing cut outs, making long dresses shorter etc.
We are happy to make items slightly tighter/larger by a few inches. However this does depend on the item you are wanting to order. If you need us to do this please contact us to check if it is possible.
The lengths of dresses, long skirts and trousers are stated in the product description. We can make the lengths of certain pieces slightly longer/shorter, depending on the item.
Customisation fee - For us to add length to a product we require more fabric and we will have to change the way the fabric is printed. Due to this some items may require a customisation fee of £20 to be paid.
If this applies to the product you want to order there will be an option for you to select in the size selection. Please select custom length and contact us with you size and length in inches.