FAQ & Site Info

Upon the order confirmation, please expect Notification via any of the below channels: • SMS • E-mail If it requires manual confirmation, our team will contact you via call or email within 24 hours after order placement. NOTE: Delay in confirmation SMS may occur due to network error.

In order to ensure complete customer satisfaction, the comprehensive details are provided on the product page. If you want to know more about our performance, check the following: • Our Ratings: The customers rate us on the basis of their satisfaction level • Ship on Time: Our commitment to delivery is determined by Ship on Time rate • Chat Response Rate: This rate shows the responsive attitude of our support team to the customers

• If you are having trouble placing or adding products to your cart, please make sure that you have made all relevant Sizes and Color selections. • If the problem still exists, this may mean that the item you are trying to buy is Sold Out.

After receiving the parcel, you may Review the product(s) based on your satisfaction level. You can rate products with stars like these! Five Stars – I Love it ★★★★★ Four Stars – I Like It ★★★★ Three Stars – It’s OK ★★★ Two Stars – I Don’t Like It ★★ One star – I hate It ★

Once your order is marked as shipped and enters the shipping parameters, Toor Traders cannot halt the delivery of the product since the import process has started. Therefore you cannot cancel your order once it has been shipped. You can contact us via live email if the order is not shipped, we will facilitate you accordingly.

• If you have accidentally ordered duplicate items, you may cancel the order if it's at Payment Pending or Processing Stage. • If the order status is Shipped and you are NOT able to track the order through the Consignment Number, then you are requested to contact us via email at [email protected]

We always try our level best to deliver your order at the earliest through international couriers services i.e. DHL, Fedex!

The courier guy may reach out to you if he needs clarity on the delivery location, or needs to confirm the availability. If you missed the delivery, we’d attempt to deliver your order again. The courier guy may contact you to confirm your availability or location. We will attempt the delivery of your order for 3 times before canceling it.

If you missed the delivery due to any reason, we’ll attempt to deliver your order again, the next working day. We will attempt 3 times for the delivery of your order before cancelling it.

1. Courier service delay: Either DHL or one of our 3PL partners is taking longer than expected time to deliver your order. 2. Cross Border shipment delay: Due to Air Transportation or Custom delays, your Cross Border order may take longer than usual to be delivered. 3. Customer not available: Our Delivery Hero has not been able to get in touch with the customer. 4. Wrong Address / Phone Number: While placing an order the customer has entered an incorrect address or phone number, leading to late delivery. 5. Extreme Weather: The weather conditions of the destined city may be rough, for example, heavy rainfall, smog, landslide etc., which may result in a delivery hold-up. 6. Law and Order conditions: Due to religious procession, lockdowns, strike issues resulting in route blocking, you may receive your package after the promised time.

You can LIVE track the Order Journey at every stage from the Order Placement till the Order Delivery. You can also track your parcel with the tracking number provided.

We at Toor Traders try our level best to ensure that customers receive products that meet their expectations. We would like to sincerely apologize for the poor item that you have received. You may return the item(s) by submitting the Order Return Form. 1. Login to your Toor Traders account 2. Select the Order by clicking View All button in the My Orders tab Click Return 3. Fill in the complete details regarding return reason and choose pick up/drop-off option 4. Pack the order along with all the accessories / freebies with the our packaging and label the package with Return Label which can be printed as soon as return form is filled. 5. Drop the package to the nearest courier point Different products have different return policies to safeguard customer interests, please visit Return Policy of Toor Traders We are sorry for the poor service that you experienced on our platform but we will ensure that your issue is resolved on an urgent basis. Please give us one more chance to serve you.

Toor Traders strives to ensure that customers enjoy the ultimate shopping experience on our platform, and reap the benefits of online shopping while experiencing true customer delight. Our teams are working round the clock to ensure that your experience is as good as it could be, and really appreciate you for visiting the Help Center. We have dedicated a team member to follow up with our Delivery Partner with regards to the concern with the rider. Feel free to write us at [email protected]

You can not change any detail in your order once it is placed. If your order is in the "Processing" stage, please cancel it and place a new order with the updated details.

You can contact us if your parcel is delay via email [email protected]. We will let you know the reason of delay and also escalate your complaint for quick delivery. Furthermore, please note that the delays have been due to any unavoidable reason. You can also identify the reason of delay by checking the tracking id on courier partner 3rd party Tracking You check the exact location and exact reason if there is any delay on 3rd party tracking portal.

We provide 30 days money back guarantee.

For all returns, the following needs to be ensured: • Product must be unworn, unwashed and unaltered (if applicable). Fashion products can be tried on to see if they fit. • Include any of the following that came together with your product: free gifts, warranties, tags, labels, manuals or any other accessories. (If applicable). • Product must be returned in original and undamaged manufacturer packaging. Do not put tape or stickers on the manufacturer's box. • If Toor Traders packaging has been damaged, wrap the product in another layer of external packaging like plastic to avoid damage to the parcel during transportation. • Product must be in the same condition as received. Return evaluation process Once your return reaches Toor Traders, it will go through an evaluation which may take up to 3-5 business days. If your return claim is valid, your refund will be processed and you will receive an SMS and email notification. If your return claim is invalid, your item will be returned to you along with the reason for rejection of return. Tracking your Returns You can track your return progress under Account, For packages delivered by a third party courier, you can use your Return Tracking Number on the tracking page of respective courier.

We check the items received from you to verify the issue highlighted in your return claim. This quality evaluation process begins once your item has been picked up or dropped off and usually takes 3 to 5 business days the item reaches our Warehouse. The refund process will only begin after we have completed evaluating your returned product and your return claim was deemed valid. You will be notified via email and SMS once your refund has been processed. If it is an invalid return, the product will be sent back to you and you will be informed of the reason for return rejection.

After you have submitted your request, and your item has been picked up by the courier, it takes 6-10 business days for the return process to be completed. Return Timelines We first check the items received from you to verify the issue highlighted in your return claim. This usually takes from 6 to 10 business days. Once the return process has been completed, it takes additional 5-10 business days for the refund to be reflected on your bank or card statement

Return must be within the applicable return time window. Valid reasons to return an item You can request for return if: • Item is damaged, defective or expired • Item is incorrect, counterfeit or not as advertised • Item is of incorrect size or does not fit you • Item, freebie or accessory is missing Tracking your Returns You can track your return progress under Account, simply head over to My Returns > Select the order > Return Requested. For packages delivered by a third party courier, you can use your Return Tracking Number on the tracking page of respective courier.

• If your product is damaged, defective, incorrect or incomplete at the time of delivery, please file a return request on our website within 30 days from the delivery date. • We don’t accept change of mind. • For device-related issues after usage or the expiration of the return window. Please note that certain items marked as non-returnable on the product page are not eligible for return. Valid reasons to return an item • Delivered Product is damaged (physically destroyed or broken) / defective (dead on arrival) • Delivered Product is incorrect (presentation different on the website) / incomplete (missing parts) Conditions for Returns • The product must be unused, unworn, unwashed and without any flaws. • The product must include the original tags, user manual, warranty cards, freebies and accessories. • The product must be returned in the original and undamaged manufacturer packaging/box. • If a product is returned to us in an inadequate condition, we reserve the right to send it back to you.