Frequently Asked Question
Effective Date: August 17, 2026
What products does Torall sell?
Torall is an online store specializing in leather bags. Product information, photographs, pricing, and other relevant details are provided on the individual product pages to help customers make an informed purchasing decision.
Where does Torall ship?
Torall currently ships only within the United States. We do not currently offer shipping to addresses outside the United States.
Is shipping free?
Yes. Torall provides free standard shipping within the United States. There are no additional standard shipping charges added at checkout for eligible U.S. orders.
Which shipping carrier does Torall use?
Torall uses FedEx for order delivery. When tracking information is available, customers may receive tracking details that can be used to follow the shipment.
What is Torall’s order cut-off time?
The daily order cut-off time is 3:00 PM (GMT-5), Monday through Friday. Orders placed after 3:00 PM, or orders placed on weekends or applicable non-business days, may begin processing on the next business day.
How long does order processing take?
Orders generally require 1–2 business days for processing. Processing includes preparing the leather bag, checking the order information, packaging the product, and preparing it for shipment.
How long does shipping take?
After processing, the estimated FedEx transit time is 5–6 business days. The overall estimated delivery time is generally 5–8 business days.
These are estimates rather than guaranteed delivery dates. Carrier operations, weather, holidays, transportation disruptions, incorrect addresses, and other circumstances outside Torall’s reasonable control may affect delivery times.
What should I do if my package is delayed?
If your package is delayed beyond the expected delivery period, contact Torall through our 24/7 chat support or email support@torall.shop. Please provide your order number and tracking information so we can review the shipment status and assist you.
What if my package is marked as delivered but I cannot find it?
Contact Torall as soon as possible and provide your order number, tracking information, and any relevant delivery details. We may review the available tracking information and, where appropriate, work with the shipping carrier to determine the shipment status.
Can I change my shipping address after placing an order?
Contact Torall as soon as possible if you entered an incorrect shipping address. Address changes may be possible only if the order has not yet entered processing or been handed over to the carrier.
Once an order has been processed or shipped, Torall may no longer be able to change the delivery address.
Can I cancel my order?
Yes. Customers may request cancellation within 1 day of placing the order. Cancellation requests should be submitted as soon as possible through 24/7 chat support or at support@torall.shop.
Once an order has entered processing or has been shipped, cancellation may no longer be possible. If cancellation is no longer available, the customer may need to use the applicable return process.
What payment method does Torall accept?
Torall accepts payments through Stripe. Customers should complete payment through the checkout process and should not send payment card information or other sensitive payment credentials through email or chat.
What is Torall’s return window?
Eligible returns can be requested within 18 days of receiving the order. Return requests submitted after the 18-day return period may not be accepted.
Does Torall accept returns for defective products?
Yes. Torall accepts eligible returns for defective or damaged leather bags, as well as products that are different from what was ordered, subject to review and inspection.
If you receive a damaged, defective, or incorrect product, contact Torall with your order information and clear photographs showing the issue.
Can I return a leather bag if there is nothing wrong with it?
Yes. Torall accepts eligible non-defective returns within the 18-day return window, provided the product meets the return conditions described in the Returns & Refund Policy.
For a non-defective return, the customer is responsible for the return shipping and return-label cost.
Who pays for the return label?
For an eligible non-defective return, the customer is responsible for the return-label and return-shipping cost.
If Torall confirms that the wrong product was sent or that the product arrived damaged or defective due to an issue attributable to Torall, Torall will cover the applicable return-label cost.
Do I need to provide proof when reporting a damaged or incorrect product?
Yes. If you receive a damaged, defective, or incorrect leather bag, you should contact Torall with clear photographs of the product and the reported issue, along with your order information.
The photographs help Torall review the condition of the item and compare the reported issue with the product received. Additional information may be requested if necessary.
Should I send the product back before contacting Torall?
No. Contact Torall first and provide the required order information and photographs when reporting an issue. Wait for return instructions before sending the product back.
Will Torall inspect returned products?
Yes. Returned leather bags may be inspected after they are received. Torall may review the condition of the product, the reason for the return, photographs submitted with the request, and other relevant information before approving a refund.
Receiving a returned product does not automatically mean that a refund has been approved.
What happens if I report an item as damaged but return it in a different or further-damaged condition?
Torall may compare the condition of the returned product with the photographs and information provided when the return was requested. If the returned item is inconsistent with the reported issue or has been intentionally damaged or altered after delivery, the return or refund may be declined.
Does Torall offer direct exchanges?
No. Direct exchanges are not accepted. If you want a different leather bag or another product, you will need to return the eligible original item according to the Returns & Refund Policy and place a new order separately.
Is there a restocking fee?
No. Torall charges $0 in restocking fees for approved returns.
How long does a refund take?
Approved refunds are generally processed within 10 business days after the returned product has been received, inspected, and approved.
After Torall processes the refund, additional time may be required for Stripe or the customer’s financial institution to make the funds available.
What should I do if my refund is late or delayed?
If your refund has been approved but you have not received it after the stated 10-business-day refund processing period, contact Torall at support@torall.shop or through 24/7 chat support.
Please provide your order information so we can review the refund status. If the refund has already been processed by Torall, the remaining delay may be related to the payment provider or financial institution.
What condition must a returned leather bag be in?
The product should be returned in a condition that allows Torall to inspect and evaluate it. Where applicable, customers should include the original packaging, tags, accessories, and other items supplied with the order.
Products that have been intentionally damaged, altered, or modified after delivery may not qualify for a return or refund.
Can I return an item after 18 days?
Returns should be requested within 18 days of receiving the order. Requests made after this period may not be accepted.
How can I contact Torall?
You can contact Torall through 24/7 chat support or by email at support@torall.shop.
For order-related questions, please include your order number and relevant details. For damaged, defective, or incorrect products, include clear photographs of the issue.
What are Torall’s business hours?
Torall’s regular business hours are Monday through Friday, 9:00 AM–5:00 PM (GMT-5). 24/7 chat support is also available for customer assistance.
How does Torall handle customer information?
Torall may collect information necessary to process orders, provide customer support, arrange shipping, handle returns and refunds, and operate the online store. Payments are processed through Stripe, and necessary shipping information may be provided to FedEx for delivery.
For complete information about how customer information is handled, please review Torall’s Privacy Policy.