Shipping Policy
Effective Date: 29th December, 2023.
1. Shipping Destinations
TORFEO offers shipping to all locations within Nigeria. The availability of shipping options and fees may vary based on your location. During the checkout process, you will have access to available shipping methods and fees based on your delivery address.
2. Shipping Options
We provide the following shipping methods for your convenience:
| Shipping Options | Delivery Time | Price |
|---|---|---|
| FedEx Shipping | Delivery in 3 – 7 working days | ₦4,000 |
| GIGL Shipping | Delivery in 3 – 7 working days | ₦4,000 |
| Express Shipping | Delivery in 1 – 2 working days | ₦0.00 |
| Free Shipping | Applies to orders above ₦35,000 | ₦0.00 |
3. Shipping Fees
Shipping fees displayed above are not exact but only estimated averages, final shipping fees are calculated based on several factors, including:
- Your delivery address.
- The selected shipping method.
- The total order value.
Shipping fees will be displayed during the checkout process for your review before you confirm your order. Please note that shipping fees are non-refundable.
4. Order Processing
Orders are typically processed within 24 hours from the time of purchase. During high-demand periods, processing times may be slightly extended. Once your order is processed and shipped, you will receive an order confirmation email with tracking information.
5. Tracking Your Order
You can track the status and location of your order by using the tracking information provided in your order confirmation email. If you encounter any issues with tracking, please contact our customer support team.
6. Delivery Timeframes
Delivery timeframes vary based on your chosen shipping method and location. Please note that estimated delivery times are subject to change due to unforeseen circumstances such as weather, holidays, or courier company delays. TORFEO is not responsible for delays beyond our control.
7. Order Modifications
Once an order is placed, it may not be possible to make modifications on the front end, such as changing the shipping address or shipping method. Please review your order details carefully before confirming. Should you want to make change to your shipping information, please contact our customer support team.
8. Undeliverable Packages
If a package is deemed undeliverable due to an incorrect address provided by the customer or other reasons, the package may be returned to TORFEO. In such cases, we will contact you to arrange for reshipment or issue a refund for the undeliverable items, excluding shipping fees.
9. Lost or Stolen Packages
TORFEO is not responsible for lost or stolen packages after delivery confirmation. If you suspect that your package has been lost or stolen, please contact the courier company for further assistance. You can also reach out to our customer support team for a follow-up.
Returns Policy
Effective Date: 10th October, 2023.
1. Return Eligibility
At TORFEO, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, we may accept returns for eligible items within 7 days from the date of delivery.
To be eligible for a return, the following conditions must be met:
- The item(s) must be in their original, unworn, and unwashed condition.
- All original tags, labels, and packaging must be intact and included with the return.
- Items marked as “final sale” or “non-returnable” are not eligible for return.
2. Initiating a Return
To initiate a return, please follow these steps:
- Log into your TORFEO account.
- Navigate to the “Order” section.
- Select the order containing the item(s) you wish to return.
- Follow the provided instructions to submit your return request.
Once your return request is approved, we will instruct the courier company to contact you and retrieve the item(s).
3. Return Shipping Costs
Return shipping costs are the responsibility of the customer unless the return is due to an error on our part (e.g., wrong item shipped). In such cases, TORFEO will cover the cost of shipping
4. Return Process
Once we receive your returned item(s) and verify that they meet our return eligibility criteria, we will process your return as follows:
- Refunds will be issued to the original payment method used for the purchase within 3 business days from the date of receiving the returned item(s). Please note that shipping fees are non-refundable.
- If you requested an exchange, we will process the exchange once the returned item(s) are received and inspected. Exchanges are subject to product availability.
5. Return Exceptions
Please note that certain items are not eligible for return, including:
- Personalized or custom-made items.
- Earrings (for hygiene reasons).
- Items that have been worn, washed, or damaged after receipt.
- Items not returned in their original packaging or with all original tags attached.
