If these FAQs don't answer your questions or you'd like to initiate a return please reach out using the contact form bellow.
Shipping & Delivery
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Shipping to the U.S.
All orders to the U.S. are shipped DDP (Delivered Duties Paid) — so you won’t have to worry about unexpected customs bills.- Free Express DDP Shipping: on all orders over $350 includes U.S. customs duties and import taxes.
- FedEx DDP Shipping: $42 includes U.S. customs duties and import taxes.
- Free Express DDP Shipping: on all orders over $350 includes U.S. customs duties and import taxes.
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We ship all orders within 3-4 business days, for pre-order products please refer to details stated on each product page.
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No 💌 All U.S. orders are shipped DDP (Delivered Duties Paid), which means customs duties and taxes are already included in our prices. Your order will arrive straight to your door with no extra fees or surprise bills.
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We ship all orders from our studio in Santiago Chile, we work with Fedex and DHL express shipping. And national post for standard post options.
Returns & Exchanges
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- Unworn bras, bralettes, clothing and accessories can be returned or exchanged within 14 days. Due to the intimate nature of our handcrafted pieces, panties and thongs cannot be returned or exchanged. We provide store credit for returns, and do not offer cash refunds for change of mind or order cancellations. Thank you for supporting our small brand and understanding our policies!
- We offer a USA address for US and Canadian returns other orders should be shipped to our studio in Chile.
- All approved returns must be shipped back within one week of the return authorization date to qualify for store credit or exchange.
- Shipping costs are your responsibility; and the original shipping fee will be deducted from the refund.
- If your order was shipped using 'free express shipping' and the return puts your order value below $200, a $20 re-stocking fee will be deducted from your refund.
- Email support@toruandnaoko.com before returning.
- 'Sale/archive' items are not eligible for returns/exchanges.
- If a package is returned to us because duties or taxes weren’t paid, unfortunately we can’t process a refund — we would be charged those same duties in order to accept the return. To avoid surprises, we recommend choosing a prepaid DDP shipping option at checkout.
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Please use our returns portal
Payments & Safety
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All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
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Yes 💌 All U.S. orders require a minimum of $150. This helps cover fixed customs and courier fees so we can continue shipping DDP (Delivered Duties Paid) — meaning your pieces arrive with no surprise charges.
Your order value balances out the fixed customs charges, so you’re not paying more in fees than in lingerie.
Warranty & Repair
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All our products are subject to a strict quality control. Our warranty provides a guarantee against manufacturing defects.
The guarantee covers any manufacturing, design, or material defect. Please notify us within 2 months of noticing any defects to receive a replacement.