Frequently Asked Questions

 Paying and Placing an Order:

    How do I place an order?

• You can purchase easily online through my website. Simply click the  ‘buy it now’ button, or ‘add to cart’. You don’t need to make an account with me, but it’s advised to do so, as it simplifies the ordering process and helps us assist you if you need any help with shipping or returns/exchange.

• Once purchased, you will receive order confirmation via the email contact you provided. If you choose to create an account, all your orders will be stored to your account. 

What information should I input when ordering?

• My website will ask for all the important information you should submit. Such as shipping address, email, contact details and your preferred method of payment. 

What payment methods can I use?

• You can use all the major credit cards, along with Shopify pay, or PayPal. 

Is VAT charged?

• If you have VAT number, then VAT is not charged. You need to remember to add the VAT number to your account information section. Online checkout system will automatically fill in the submitted VAT number when you order products.
• You can also add your VAT number during the checkout process manually.

What should I do if the payment is not accepted?

• Please try again in a little while. If the payment is still not accepted, please verify your account balance. If everything is as it should, but you still can't make the payment, please contact me directly via iamtorirosemerch@gmail.com and notify me so we can work together to amend the issue, or manage the order manually.

How can I change delivery address?

• Sign in to your account and go to “my account”. On “my account” you can change all your contact information.

What are the delivery charges?

• Delivery charges are dependent on the shipment requirements, which is calculated automatically by the website. 
• You can view the shipping fees on the checkout process prior to making a payment. 

What are the terms and conditions?

• You can see the terms and conditions here: 

How can I a discount on a bulk buy?

• This will differentiate dependant on whether I am shipping internationally or to the UK. Send me a direct email, and we can discuss things further. 

Can I cancel my order?

• If you want to cancel your order, please do so as soon as possible. If we have already processed your order, you need to contact us and return the product. Please contact: iamtorirosemerch@gmail.com

Do you have the product in stock?

• All the products which are shown on my site are available. Order lead time depends on the products and quantities, and where in the world I am shipping to. I can also provide a next day special delivery service if an order is made prior to 1pm, just message via the chat box featured on the website. 
• If the item is available for pre-order, you will be notified via email of it’s release, tracking and when you will be expected to receive it by. This is just a guideline and may vary, if in the United Kingdom, due to the current ongoing postal strikes. 

How to contact customer service?

• If you have question regarding my online store (ordering, account questions, technical questions), please contact: iamtorirosemerch@gmail.com

• For pricing and shipping related issues, you can contact customer support via the chat box and my assistant will do their best to amend the issue or offer help and advice. 

Can I return a product?

• Of course! If you want to return a product, please see my policy page on returns and refunds. You have 30 days to submit a return from date of purchase. 

    Creating Your Account

How do create an account?

• Go to this page ADD LOGIN DEETS 
• Click “create a new account”, then just fill in all the necessary  information, and click “create”.  After submitting the form, your account will be confirmed and you will be notified. 

   How can I retrieve my password?

• You can retrieve your password by clicking “forgot password?”. Instruction on password retrieval will be send to your email.

How do I change my personal details or email address?

• You can easily change all your information on your account. Just log in, then click “my account” and “edit”. Here you can change all your contact information, if you don’t have an account, send an email and state your order number. 

I have Security worries about my data!

• My web store is secured with SSL certificate. This means the information you input is encrypted and it will not be available for third parties, please see my privacy policy and terms of service for additional information. 

Delivery

Can I track my order?

• I will send you the tracking code of the shipment when the parcel has been sent.

What is the Shipping time?

• Shipping will be confirmed on the order confirmation document, this will depend on whether it’s being shipped internationally or in the UK. Usually 3-5 days in the UK, depending on time of the orders purchase. I will aim to post within 24 hours of purchase unless on a weekend. 

What are the Shipping costs?

• Shipping costs are dependent on your location, products and on what products you order. My online store shows the shipping fee and shipping cost automatically, on the checkout for both U.K. and international customers. 

Can I change my shipping address? 

You can easily change your shipping address on your account. You just need to login and click “my account” and “edit”.  You can also change the shipping by contacting me directly, providing the item hasn’t been shipped.