Customer Services

Welcome to our customer services portal - below are some FAQ's to answer most problems. If you have any additional questions, concerns or comments please contact our customer services department at shop@to-orist.com or via telephone +44(0) 20 8801 6231 - the phones are open Monday - Friday 9-5GMT

How much does shipping cost ?

Cost of shipping depends on the country and weight of the package.
To find out the price for shipping, please add all items to your shopping basket where shipping cost will be calculated at the checkout.

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What currency will I be charged in ?

The final price is fixed and will be charged in GBP £ Sterling. The amount on your card statement will be the equivalent amount in your local currency based on the rate applied by your credit card company when your account is debited. Please note that rate used by your bank or credit card company may not be the exact rate as stated at time of purchase.

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Can I order over the phone ?

Due to a change in customer service policy we are unfortunately unable to take orders over the phone at the moment.

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I am having difficulty placing an order ?

We are sorry to hear you are having trouble placing an order. The easiest solution is to contact our customer's service team at shop@to-orist.com or via telephone on +44(0) 20 8801 6231 between 9-5GMT and we will be happy to help deal directly with your issue.

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Can I change my order once placed ?

Once your order has been confirmed, it's not possible for you, or us, to change it prior to dispatch. Please contact us if you have placed an order incorrectly and we will cancel that order, allowing you to re-order the correct items.

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Do I have to pay customs and import charges ?

Any customs or import duties are charged once the parcel reaches its destination country. The recipient of the parcel must pay these charges. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
We recommend contacting your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Please be aware that your parcel can be also delayed by customs and subsequent charges can be applied. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed.

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Delivery details

We use Royal Mail 1st class "signed for" service for all our shipments.
- UK Estimated Delivery Times for In Stock Items 3-7 days
- Europe & Worldwide Estimated Delivery Times for In Stock Items 10-15 days
Cost of shipping depends on the country and weight of the package.
To find out the price for shipping, please add all items to your shopping basket where shipping cost will be calculated at the checkout.

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When will I know my order has been shipped ?

As soon as you have received your email from us through Pay Pal with your Royal Mail tracking number, you will know it has left our warehouse on this date.

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What payment types do we accept ?

We process our Payments through PayPal. If you do not have a PayPal account, you can click the "do not have a PayPal account button" which accepts a wide range of payment types.

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Can I track my order ?

All orders are shipped using use Royal Mail Royal Mail 1st class "signed for" service. www.royalmail.com Please note, once we have emailed you the tracking reference, we recommend you track from this point on, online, as we are not able to track each order once it has left our warehouse.

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Can I have a different delivery address to my payment address ?

We only send out items to a 'confirmed' address i.e. your billing address. If your address is 'unconfirmed', i.e. different from your billing address, we will send you an email asking you to provide a valid reason for change in address. Please note that emails will only be sent to the email address used to make the purchase through PayPal.
We are required to confirm your identity in this way as a security measure against fraud.
We cannot change the delivery address of a parcel once your order has been placed.

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My country's customs departments have requested more information ?

Each country will have their own goods import procedures and these can vary across countries. From our experience US customs do require at times further details of a high value order, such as manufacturer details/IRS number at times. If you have an order in customs, please contact customer services at shop@to-orist.com, or on +44(0) 208 801 6231 quoting your order no and we can help you resolve the matter as fast as possible.

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What if my order is not correct ?

Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please contact us on +44 (0) 20 8801 6231 or email us at shop@to-orist.com, and we will look into it. Please include your order reference at all times when e-mailing customer services.

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How do I return an item or an order ?

All pieces are made to order therefore please ensure you select the correct style, colour and size before purchasing. You can view our size measurements by clicking the 'size chart' in the product description page. If you are still unsure of sizing please contact our customer services for more information, where you may book an appointment to visit Barge Renaissance or request a sample to be sent to you.
Email: shop@to-orist.com or Telephone: +44(0) 208 801 6231
Returns should be made by registered mail in their original condition, to the address below, within 7 working days from receipt. We will refund any sums that you have paid to us with the exception of postage and packing. Only products that are in their original condition will be refunded, others will be returned to the customers at their own cost.

To return your orders simply follow these steps:

-You will need to contact shop@to-orist.com before sending any returns.
- Print off a copy of your order emailed to you when you placed your order and indicate on it whether you would like an exchange, store credit or a refund.
- Return the item by recorded delivery, together with the copy order. Please always obtain proof of postage when returning a parcel. We are unable to assume responsibility for any lost or damaged items.
- Once we receive your order and passes inspection, you will be offered an exchange, a store credit or a refund.
- We always try to process returns as soon as they arrive. However, please allow up to 14 days for your return or exchange to be processed.


T O-O RIST
www.to-orist.com
shop@to-orist.com

+44 (0208) 801 6231


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