What payments do you accept?
We take paypal for international orders and the following credit cards. For Chile we also take bank transfers and deposits.
When will my order be produced?
Every garment is made to order, depending on the season it could take from 2 to 4 weeks for your order to be ready. It will be handmade in our studio and packaged along with some postcards/stickers.
What happens if my package gets lost?
Toru & Naoko is not responsible for parcels that go missing in the post, and will not replace lost items as this is the responsibility of the postal service. We strongly recommend choosing registered shipping so that you can track your package and be insured.
What is your return policy?
We want you to be happy with your order! You can return or exchange any unworn merchandise within 7 days of you having received the item. Any product returned outside of our 7-day return policy will not be accepted. We offer store credit on all returns.
All items are assessed by Toru & Naoko to ensure our returns standards are met prior to sending out an exchange and or issuing store credit. Used, altered, soiled or damaged items won't be accepted as returns and will be shipped back to you.
All sales are final. Cancelations and returns are not accepted because change of mind.
Products that are received damaged or become damaged by a manufacturing fault within six months of purchase are considered faulty. Items that become damaged as a result of normal wear and tear are not considered to be faulty. Toru & Naoko will determine, in its sole judgment and discretion, whether the damage is as a result of normal wear and tear or some other reason. Damaged or faulty products will be replaced or repaired, where possible and subject to availability. If a product cannot be replaced or repaired, you are entitled to a return for store credit within the six month period.
We have made every effort possible to ensure the colors are displayed as accurately as possible. We cannot guarantee your computer’s monitor will accurately display the true color.
Item(s) are sent back to Toru & Naoko at the customers cost using a traceable shipping method.
Returns may be sent to the address below:
Toru & Naoko
Crescente Errázuriz 1106
Ñuñoa, Santiago. RM 7750233
Please note that we use delicate fabrics and our garments need to be handled with care and hand washed only.
We are always happy to help so email us at firstname.lastname@example.org if you have any doubts when choosing sizes.