Info

ABOUT

All TORA-LILY pieces are made in the UK, the majority being made at our studio in Manchester. 

We do a mixture of pieces that are pre-made before you order and pieces that are made to order. Please read product descriptions, all pieces that are made to order will have this clearly stated in the product description.

Pre-made pieces take up to 3 working days to be shipped.

Made to order pieces will take up to 14 working days to be shipped. They are only made once the order is placed, this helps us reduce waste which is more sustainable.

If you want your made to order items quicker please select the 'RUSH - made to order' option at the checkout. We will make and dispatch your order in 7 working days. Please see below for all of our shipping options.

Print can vary slightly on pieces

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

UK Shipping options:

All UK orders will have a shipping cost of £6 and are sent using Royal Mail tracked 24. This delivery aims to deliver in 1 working day however please allow up until 3 working days for orders to be delivered. 

RUSH - made to order option does not change the delivery time frame, only the production time frame. 

International shipping options:

Standard international £15: Aims to deliver orders in 5-7 working days but can take up to 4 weeks. 

Express international £30: Aims to deliver orders in 1-2 working days, but can take longer on some occasions

RUSH - made to order (standard) £25: Only select this option if you are ordering made to order items. We will produce your item within 7 working days and dispatch with the standard international shipping option.

RUSH - made to order (express) £40: Only select this option if you are ordering made to order items. We will produce your item within 7 working days and dispatch with the express international shipping option.

TORA-LILY is not responsible for any custom fees that are incurred with international shipping.

Once dispatched TORA-LILY will not actively check your tracking information, so please check your tracking regularly for any updates.

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 30 days (International) of the date dispatched. If informed outside of this timeframe, TORA-LILY can not offer a refund or replacement.

If you place an order for a made to order item and a ready made item, we will ship both items together. Unless we are contacted by the customer to request the items being sent separately, both items will be sent once the made to order item is ready.

RETURNS

Returns can be accepted for an exchange of the same product in a different size however, TORA-LILY items are made in small runs so exchanges for sizes are not always possible due to limited stock.

If the item you would like to return is out of stock you will be issued a unique code equaling the amount the piece costs (minus shipping). The code will act as a discount code that you can enter on a future order, like store credit. It 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.

All returns must be posted back to us within 14 days of the date delivered.

If a return is possible 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 email with an image of the proof of postage within the 14 days of the date delivered so the return can be accepted.

If you would like to return a made to order item, we can offer an exchange in size however the made to order production timescale will be applied to the replacement item. We also offer store credit in exchange for 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

It is not possible to cancel your order. Please ensure that you have double checked the information you have entered at the checkout to ensure that the address is correct and you have ordered the correct size.

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.

We cannot accept any responsibility for stolen orders.