Shipping Information
At Toreno Shop, we are committed to delivering your premium bathroom products efficiently and safely. Below you’ll find detailed information about our shipping options and timeframes.
Order Processing
All orders are processed within 1-2 business days after payment confirmation. You will receive a confirmation email with your order details and tracking information once your order has been shipped.
Shipping Methods & Timeframes
| Shipping Method | Delivery Time | Cost | Carrier |
|---|---|---|---|
| Standard Shipping | 10-15 business days after dispatch | £12.95 | DHL or FedEx |
| Free Shipping | 15-25 business days after dispatch | Free for orders over £50 | EMS |
Please note: Delivery times are estimates and may vary depending on your location and customs processing. We ship worldwide but exclude some Asian regions and remote areas.
Returns & Exchanges Policy
We take pride in offering premium bathroom products to our discerning clientele—homeowners, interior designers, and renovation enthusiasts worldwide. We are committed to ensuring your complete satisfaction with every purchase.
Eligibility
You have 15 calendar days from the date of delivery to request a return or exchange for most items. To be eligible for a return or exchange, your item must be:
- Unused and in the same condition as when you received it
- In its original packaging, including all tags and accessories
- Accompanied by the original proof of purchase
Non-Returnable Items
Due to hygiene and safety reasons, the following products are non-returnable and non-exchangeable unless they arrive damaged or defective:
- Basin Taps & Bath Taps
- Bath Wastes & Plugs
- Back To Wall Toilet Units
- Any product that has been installed, used, or removed from its original packaging
The Returns Process
Follow these simple steps to initiate a return or exchange:
- Contact Us: Within 15 days of delivery, email us at [email protected] with your order number and details about the product you wish to return or exchange.
- Wait for Instructions: Our customer service team will respond within 2 business days with a Returns Authorisation (RA) number and detailed instructions.
- Ship the Item: Carefully pack the item in its original packaging and ship it to the address we provide. We recommend using a trackable shipping service with insurance.
- Inspection & Processing: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund or exchange within 3-5 business days.
Refund Timelines & Methods
Upon approval of your return:
- Timeline: Your refund will be processed within 5-7 business days of approval.
- Method: Refunds will be issued to the original payment method used for the purchase.
The time it takes for the refund to appear in your account depends on your payment method:
- Credit/Debit Card (Visa, MasterCard, JCB): 5-10 business days
- PayPal: 3-5 business days
Please note: Shipping costs are non-refundable, except in cases where the return is due to our error (e.g., you received a damaged or incorrect item). For exchanges, we will ship the replacement item via Standard Shipping once the return is approved.
Returns Request Template
To expedite the process, please use the following template when emailing us your request:
Subject: Returns & Exchanges Request – Order #[Your Order Number]
Dear Toreno Shop Customer Service,
I would like to request a [return / exchange] for my recent order.
Order Number: [Your Order Number]
Product Name: [e.g., 8mm Glass Shower Enclosure, Model X]
Reason for Return/Exchange: [Please provide a detailed reason]
Please provide me with the Returns Authorisation number and further instructions.
Thank you,
[Your Full Name] [Your Phone Number]Contact Us
If you have any questions about our Shipping & Returns policy, please contact our dedicated support team:
Email: [email protected]
Postal Address: 92 Dalston Rd, Carlisle, GB CA6H 6MX