Frequently Asked Questions | Terms and Conditions
We don’t offer exchanges. You can return your item to us for a refund, and then place a new order to get the item of your choice.
You have 5 days to make a refund request after your order has been delivered.
You can return any product you have bought except accessories and art pieces. NOTE: the return shipping cost will be on you.
If the item you have received is damaged or not as described on the website, you will receive a full refund along with any shipping fees applied.
Can I make an order without creating an account?
Absolutely, you can order using our guest checkout feature.
How Do I Place My Order?
- If you know what you’re looking for, start shopping by selecting the product category like: Clothing. If you have a specific product in mind or are unsure where to start, you can simply enter a key in the search box on the homepage.
- Once you have found an item you want to buy, select your size and click on the ‘ADD TO CART’ button.
- You can then either continue shopping, or review the items in your shopping cart by clicking on basket symbol. at the top of the page.
- If you’re happy with the items in your shopping bag, click ‘CHECKOUT’ to complete your order.
What Payment Methods Do You Accept?
For now we accept bank transfers and cash on delivery.
Can I Cancel My Order?
You have the right to cancel your order and obtain a full refund. This is only possible if your order is still processing and has not been dispatched. All order cancellations must be sent to us via e-mail quoting your name, order number and full address. We can then cancel your order and refund you. If, however your order has been dispatched you will need to return the order to us at your own expense.
I Have Received My Order but One of The Items Is Missing, What Do I Do?
If there is something missing from your order please e-mail us giving us your name, your order number and what is missing. If the stock is available, we will send it out straight away. If the item is sold out, we will issue a refund for the missing items.
I Have Received an Incorrect Item In My Order, What Do I Do?
We aim to get your order right every time, but we do occasionally make mistakes. If the item, you received is not what you originally ordered or is faulty, please e-mail us giving us your name, order number and what you have received / the fault. We will then either send out the correct item or issue a refund if the item is no longer available. We will refund the shipping costs for returning the wrong items to us.
Where Is My Order Confirmation?
As soon as you place an order, you will receive an email confirmation to the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder or double check you entered your email address properly. If you still haven’t received it after 24 hours, please contact us on our customer service email. You might also find your order confirmation through your account page.
Where can I confirm Bank Transfer?
Once the transfer is complete, please fill out the Payment Confirmation Form so that we can start the shipping process.
What Are Your Delivery Options?
Riyadh: 10$ (35 SR) shipping cost in Riyadh city. It takes from 3 to 10 business days to deliver the shipment, by Fastlo logistic services
All regions in Saudi Arabia: 14$ (50 SR) shipping cost. It takes from 5 to 10 business days to deliver the shipment, by Fastlo logistic services
Worldwide: 67$ (250 SR) shipping cost to worldwide. It takes from 5 to 15 business days to deliver the shipment, by Aramex International Courier
Note: Cash on delivery available in all regions in Saudi Arabia, by Fastlo logistic services.
What Countries Do You Ship To?
We ship worldwide.
When Will My Order Be Shipped?
Most orders ship within 5 working days of purchase. Shipping time may vary due to availability of merchandise. Orders are not shipped on the weekends or local holidays. If there is a delay with your order, we will contact you to let you know.
How Do I Track My Order?
As soon as we have dispatched your order you will receive an order confirmation to your email which includes your tracking number and a link to track your tracking information. When clicked this will direct you to the relevant couriers’ website and your order status. You may also review all your order status through Our Tracking Page.
My Order Is Late?
We try to get your orders to you in the outlined timescale but sometimes this is out of our control.
The couriers’ website should be able to give you information on your order status so please track it using
the link in your confirmation email and see what they say. You can contact or visit your local Post Office.
If the estimated delivery date has passed and there is no relevant information, please contact us on our customer service email.
Can I Pick It Up from Your Studio?
Unfortunately, it is not possible to collect orders from our studio.
What Happen If I’m not in to sign for it?
Depending on your courier they should leave you a card or send you a text message. You can then arrange a redelivery or collection. Keep an eye on your tracking info and they should update this page with any relevant information. If a redelivery or collection is not arranged it will be returned to us. We can then resend it and addition shipping costs will have to be paid.
Will my package be charged additional custom and import charges?
Torba Studio cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information.
Note: in rare occasions custom agents may delay delivery of some packages.
If you refuse a shipment from Torba Studio, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to Torba Studio. This amount will be deducted from your merchandise refund. If the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned, and you will not be refunded.
How Do I Contact Customer Care?
If you cannot find the answer to your question here in the FAQ’s page, then please head to our Contact Us page. You can drop us an email and we will reply to you as soon as possible.
How Do I Create An Account?
Head to the top of the website and click the Sign-Up button. This will then guide you through setting up a Torba Studio account or you can Sign In if you already have one.
How Do I Subscribe / Unsubscribe to Your Newsletter?
To subscribe to our newsletter just click on the Newsletter icon on the top of our page. To unsubscribe please follow the link at the bottom of the newsletter.
Do You Have A Size Guide?
Yes, we do. Take a look on our Sizing Charts page or check the size chart for each product next to the product you are viewing.
Are You Getting Any More Stock?
Our collections are all limited edition and some of the items on our website sell out quickly.
We do not usually restock but if something is very popular we might do. If you would like to find out whether a particular style is coming back in stock please contact us.
Terms & Conditions
We reserve the right to change these Terms and Conditions at any time. Any such changes will take effect when posted on the website and it is your responsibility to read the Terms and Conditions on each occasion you use this website, your continued use of the website shall signify your acceptance to be bound by the latest Terms and Conditions.
All products for sale on torbastudio.com are subject to availability, if for any reason your order cannot be fulfilled due to lack of stock, you will be advised by email. We reserve the right to refuse orders where the product information, price or product promotion has been incorrectly published.
Transactions are charged at the time the goods are ordered. When you place an order, you will receive an acknowledgement email confirming receipt of your order. This email will only be an acknowledgement and will not constitute acceptance of your order. The goods will not be formed until your payment has been approved by us. By submitting an order to use through our site, you are confirming that the payment details provided on your order are valid and correct. All credit/debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to, or does not for any reason authorize payment then you will be notified of this at the checkout stage, or shortly after placing your order.
We will do our best to deliver goods within the estimated time, however delays are occasionally happening due to unforeseen factors. We shall be under no liability for any delay to deliver the products within the estimated time. Unless otherwise specified.