Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ) – Tosore

Have a question about our lighting collections or your order? We’ve compiled the most common inquiries below to help you out. If you need further assistance, please reach out to our specialist team at info@tosore.com.

Shipping & Delivery

1. What are your shipping costs? We are pleased to offer Free Standard Shipping on every order within the United Kingdom. We take extra care in packaging our lighting fixtures to ensure they reach you in flawless condition.

2. Do you deliver to PO Boxes or Parcel Lockers? To ensure the safe and secure delivery of our fragile products, we only deliver to physical residential or business addresses. Delivery to PO Boxes, collection points, or automated lockers is currently not available.

3. How long will my delivery take? Our delivery process is broken down as follows:

  • Order Cut-off Time: 18:00 (GMT)
  • Handling Time: 1–2 Business Days (Monday to Friday)
  • Transit Time: 5–7 Business Days (Monday to Friday)
  • Total Delivery Time: You can expect your order within 6–9 business days.

4. Can I track my shipment? Yes. Once your lights have been dispatched, you will receive a shipping confirmation email with a unique tracking number. You can monitor your parcel’s journey directly through the carrier’s portal.

5. Which couriers do you use? We partner with reliable UK carriers, including Royal Mail, Evri, and DHL, to ensure your lighting is handled professionally and delivered safely.

6. What happens if my order is lost? If your package hasn't arrived within 9 business days, please check your tracking link first. If there are no updates, contact us at info@tosore.com. If a shipment is confirmed lost, we will provide a full refund or send a replacement immediately.

7. What should I do if my lamp arrives damaged? As lighting is delicate, please inspect your order upon arrival. If an item is damaged, contact us at info@tosore.com within 30 days. Please include your order number and clear photos of the damage so we can resolve this for you right away.

Returns & Refunds

8. How do I initiate a return? If you change your mind, you can request a return within 30 days of delivery. Contact us at info@tosore.com to start the process. Items must be in their original, unused condition (not installed) and in the original packaging.

9. Can I cancel my order? Cancellations are accepted within 12 hours of purchase. Please email us as soon as possible. If the order has already been processed or dispatched, it must be treated as a standard return.

10. When will I receive my refund? Once we receive and inspect your returned item, we process refunds within 7 business days. You will receive an automated email confirmation once the funds are sent back to your original payment method.

11. Who covers the return shipping costs?

  • Faulty or Incorrect Items: Tosore covers all return costs.
  • Change of Mind: The customer is responsible for the return shipping fees.

Payments & Security

12. Which payment methods do you accept? We accept a variety of secure payment options:

  • Credit/Debit Cards: Visa, Mastercard, American Express, Maestro
  • Digital Wallets: Apple Pay, Google Pay

13. In which currency will I be charged? All transactions are processed in GBP (£ - British Pounds). There are no hidden conversion fees for our UK customers.

14. Is my personal data secure? Absolutely. We use industry-standard SSL (Secure Socket Layer) encryption to protect your information. Your payment details are never stored on our servers and are managed entirely by certified, PCI-compliant payment providers.

Contact information

Any questions or just like to talk to us? Please don't hesitate to contact us via:

Customer Service (Opening Hours):

  • Monday - Friday:  09:00 - 18:00 (GMT)
  • Saturday and Sunday:  10:00 – 16:00 (GMT)