Returns and refunds
Tell us within 7 days of delivery and we will sort it out. Every return needs our agreement first, so please email before you send anything back.
How to start a return
- Email support@toramori.com within 7 days of delivery with your order number (it starts with TM-), what you want to return and why.
- For damaged, wrong or missing items, add photos of the item and the packaging.
- Wait for our reply with the return address and instructions before sending anything.
What can come back
| Unopened sealed product | Only if unopened, still in its original shrink wrap and in the condition it arrived. |
|---|---|
| Opened boxes, packs, cases or tins | Not returnable. |
| Singles and graded slabs | Only in the same holder or slab and the same condition. We check slab certification numbers. |
| Change of mind | At our discretion. If accepted, you cover return shipping and any import charges. |
| Damaged, wrong or missing | We put it right, and the return shipping is on us. |
Refunds
- Approved refunds go out within 5 working days, to the original payment method wherever possible.
- Bitcoin refunds go to a wallet address you confirm by email, at the US dollar value on the refund date, less network fees.
- Shipping is refunded only when the fault was ours.
Damaged, wrong, missing or lost
| Damaged in transit | Email photos within 7 days of delivery. We replace, credit or refund it, shipping included. |
|---|---|
| Missing or wrong item | Email within 7 days, and keep any wrong item unopened. |
| Lost parcel | If it has not arrived 10 working days after the latest estimate, or tracking has been still for 7 working days, email us and we open a trace. |
| Shown delivered, not received | Email us if it is still missing after 48 hours. |
Cancelling an order
Cancelling is free until your order ships: email your order number. Unpaid orders may be cancelled once the 48-hour hold ends. For new releases, see how pre-orders work.
Shipping rates and packing are on shipping and returns, and our terms of sale apply to every order.