Shipping & Returns
General Shipping Information
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We aim to ship all our main collection orders received via our online shop within 5 working days (Please Note: this may differ at busy times such as sale times, exhibiting works and Christmas. We will inform you via email as soon as your order has been despatched.
Some of our items are bespoke and made-to-order. These items have a longer lead-time of typically 3-4 weeks. Production Timings may also be affected during busy exhibition and showcasing periods and during busy times of the year, such as the lead up to Christmas. We will contact you to confirm your order and advise you of an approximate lead-time for these items and when you can expect delivery.
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UK Shipping
All deliveries will require a signature. It may be more convenient to you to provide a work address to ensure your order can be delivered and signed for. The courier delivers Monday to Friday 8am - 6pm only. All packages are sent by Royal Mail postal service - recorded delivery. As a signature is needed to confirm delivery we are unable to deliver to P. O. Boxes or BPFO addresses. We do not ship to hotel or forwarding company addresses. If nobody is available to sign for the delivery when it arrives at the agreed delivery address, then the courier will leave a calling card detailing how to arrange a re-delivery. If re-delivery is attempted without success on two further occasions, the goods will be returned to the Online Department and your order will be cancelled.
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International shipping & Import Duty
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For customers outside of the UK & EU, cushions can be sent without inserts to reduce delivery costs. Please contact info@torimclean.com if you would like cushions as covers only.
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If your delivery address is outside of the UK, you may be subject to import duties and taxes, which are levied once a shipment reaches your country. All orders shipped overseas are sent on a delivery duty unpaid basis. Please check with your local government customs office, prior to placing an order, if you need to pay import duty or any additional taxes that may apply to your country of delivery. Tori McLean does not accept any liability for additional taxes and charges relating to clearing your goods through customs. These are the responsibility of the customer. This also applies to goods returned by the customer.
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Please note that International shipments may be subject to cross-border inspections by customs authorities, which may cause a delay in delivery.
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Delivery Exceptions
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On rare occasions parcels may go missing, if for any reason you have not received your parcel within 14 days of ordering, please call us on +44 (0)1962 890252 and allow us 5-8 working days for us to carry out the investigation.
Please note:
By placing an order on the Tori McLean website, you agree to abide by our terms and conditions which we would kindly ask you to read in full here.
Cancellations
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If you wish to cancel your order before it has been despatched, please contact us on info@torimclean.com or call +44 (0)1962 890252 to cancel your order.
We are unable to cancel deliveries once the order has been despatched.
Please note that we will not be able to edit or add to any product information on orders placed online. Existing orders will need to be cancelled and we kindly ask that a new order is placed online for the new item.
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Returns - Main Collection Products
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We understand that you may occasionally want to return items that are not suitable. If you are not happy with your purchase from our main, full-price collection, it may be returned within 14 days of receipt of our delivery, provided they are returned with their labels on, in the original packaging, (or equivalent standard) undamaged and in a saleable condition to our studio in Winchester. All returns are sent back at the customer’s own cost and own risk. We would advise using special delivery, as the parcel is not our responsibility until we sign for it. A full refund, less postage will then be made within 14 days via the original method of payment.
Please return the goods within 14 days to:
Returns Department:
Tori McLean
21 Quarry Road
Winchester
Hampshire
SO23 0JF
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Items purchased online must be returned to the above address with an explanation and contact details provided in an email to info@torimclean.com​
Unfortunately, shipping costs and/or import duties are non refundable and we are not held responsible for returns that do not reach us. In the event of the goods being faulty however, we would advise customers to contact us on +44 (0)1962 890252 or at info@torimclean.com as soon as possible.
Please use send the parcel via a signed for service, please keep receipt for proof of postage. Please check carefully before returning any item.
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Returns - Bespoke/Made to Order Products
We do not accept returns on bespoke and made-to-order products for change of mind or colour variation.
Only bespoke and made-to-order items that are faulty or damaged can be returned, with written confirmation from Tori McLean. Customers need to notify the studio by email (info@torimclean.com) of any faults or damage within 7 days of receipt of your delivery. We will arrange for an exchange or full refund, less original postage cost, depending on stock availability.
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International returns
Any import duty and taxes charged to Margo Selby Ltd to receive a customers return from overseas, is at a cost to the sender. Any duty incurred will be confirmed in writing and will be deducted from the value of the refund amount.
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Faulty goods
Goods deemed and agreed by our staff to be faulty can be sent in the original packaging (or equivalent) to our studio in Whitstable. A full refund, including postage, will then be made within 14 days via the original method of payment. This arrangement must be agreed upon and confirmed with our staff.
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Exceptions
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Any returned item that is received by us more than 14 days after receipt of delivery will be not be accepted.
Cancellations
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We may cancel an order at any time before delivery.
Sale
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Items returned during our sale period will be refunded at the sale price. Sale continues whilst stocks last. Items are subject to availability.
If you have any queries regarding returns please call +44 (0)1962 890252 between the hours of 10am-5pm and leave a phone message , or email info@torimclean.com.