Frequently Asked Questions (FAQ)
Frequently Asked Questions
Have a question? Below you’ll find answers to the most common inquiries.
If you can’t find what you’re looking for, feel free to contact us at info@tosore.com.
Shipping & Delivery
1. What is your shipping policy?
We offer free shipping within the United Kingdom on all orders. Each lamp is carefully packed to help ensure safe delivery.
2. Do you deliver to collection points or parcel lockers?
At this time, we deliver only to the shipping address provided during checkout. Delivery to collection points or lockers is not available.
3. What are your delivery times?
Orders placed Monday to Friday are prepared for dispatch within 1–2 business days.
Once shipped, delivery within the UK typically takes 5–7 business days, depending on location. During busy periods, total delivery time may be slightly longer.
4. How can I track my order?
Once your order has been dispatched, you’ll receive a confirmation email with a tracking number. You can use this to follow your delivery.
5. Which shipping partners do you use?
We work with reliable UK shipping partners such as Royal Mail and DHL.
6. What if my order hasn’t arrived or is delayed?
If your order hasn’t arrived within the expected timeframe, please check your tracking information first.
If you need further assistance, contact us at info@tosore.com
7. What if my lamp arrives damaged?
If your item arrives damaged, please contact us within 7 days of delivery.
Include your order number and clear photos of the item and packaging so we can assist you with a replacement or refund.
Returns & Refunds
8. How do I return an item?
If you’re not satisfied with your purchase, you may request a return within 30 days of receiving your order.
Items must be unused, in original condition, and returned with original packaging.
Please contact info@tosore.com before returning any item.
Order cancellations are possible within 12 hours of purchase. After this period, orders may already be processed.
9. When will I receive my refund?
Refunds are processed within 7 business days after the returned item has been received and inspected.
You’ll receive an email confirmation once the refund is issued.
10. Who covers return shipping costs?
If the item is faulty, damaged, or incorrect, we cover the return shipping costs.
For all other returns, return shipping costs are the responsibility of the customer.
Privacy
11. How is my personal data protected?
We take privacy seriously. All transactions are secured using SSL encryption, and we do not store credit card details.
12. Is my data shared with third parties?
No. Personal data is used only for order processing and customer support.
For more details, please see our Privacy Policy.
Payments
13. What payment methods do you accept?
We accept the following payment methods:
- Visa
- Mastercard
- American Express
- Maestro
- Apple Pay
- Google Pay
14. In which currency are payments processed?
All payments are processed in GBP (British Pounds).
15. Are payments secure?
Yes. All payments are processed through secure, encrypted payment systems.
16. How will I know if my payment was successful?
You’ll receive an order confirmation email after a successful payment. If you don’t see it, please check your spam folder.
17. What should I do if my payment is declined?
Please check your payment details and available funds, or contact your bank.
If the issue continues, feel free to reach out to us at info@tosore.com