TORU CLOReviews of toruclo.com

Response from TORU CLOJan 18, 2026

Hi there, Thank you for sharing your feedback. We’d like to clarify the situation for accuracy. According to our records, the delivery delay occurred because the shipping address provided was incorrect. Once an order has shipped, carriers are unable to deliver until the address issue is resolved, which can significantly delay transit. We worked to assist as soon as the correct information was provided. Regarding cancellations and returns: all Toru items are custom-made to order, and our cancellation window is clearly stated at checkout. Once production begins, cancellations and refunds are no longer possible, and this policy is applied consistently to all orders. Returns are also subject to strict time limits outlined in our terms. We always encourage customers to carefully review shipping details before placing an order to ensure smooth delivery. While we understand how frustrating delays can be, the circumstances described here were not due to a lack of shipment or communication on our end. Warm regards, Sally Thorns

Response from TORU CLOJan 18, 2026

Hi there, Thank you for sharing your feedback. We’d like to clarify a few important points for accuracy. According to our records, the request to return the item was made more than 30 days after delivery. As clearly stated in our policies, returns or exchanges cannot be accepted beyond this timeframe, particularly for made-to-order luggage. This policy is applied consistently and is not discretionary. Regarding hygiene and safety standards, our return restrictions are in place to ensure product integrity and customer safety. Once an item has been delivered and used or stored outside our facility for an extended period, it cannot be reintroduced into inventory. We understand that delays during international shipping can be frustrating, and we’re sorry for any inconvenience caused during transit. That said, delivery timeframes of up to several weeks are standard for custom-made international orders and are communicated at the time of purchase. We always aim to provide clear communication and quality products, and we regret that this experience did not meet your expectations. Warm regards, Sally Thorns

Response from TORU CLOJan 18, 2026

Hi there, Thank you for your review. We’d like to clarify that Toru does not sell shorts, clothing, or apparel of any kind. We specialize exclusively in premium travel goods such as luggage and accessories. Additionally, we have no record of an order matching the details described, and the situation outlined does not correspond with our operations. Based on this, it appears this review may have been intended for a different retailer. We recommend double-checking the store where the purchase was made and updating the review so it reaches the correct business. If you do have a genuine Toru order or a question related to our products, our support team would be happy to assist. Warm regards, Sally Thorns

Response from TORU CLOJan 18, 2026

Hi there, Thank you for your review. We’d like to clarify that Toru was not live or accepting orders during the time period mentioned, and we did not process or receive any orders matching this description. Additionally, Toru does not sell clothing or apparel, and we have no record of an order associated with these details. Based on this, it appears this review may have been intended for a different store. If you believe this review was posted in error, we recommend updating it so it reaches the correct retailer. Should you have any questions related to Toru or our products, our team is always happy to assist. Warm regards, Sally Thorns

Response from TORU CLOJan 18, 2026

Hi there, Thank you for your review. We’d like to clarify that Toru does not sell clothing, shorts, or apparel of any kind. We specialize exclusively in premium travel goods such as luggage and accessories. Based on the details mentioned, it appears this review may have been intended for a different store. We recommend double-checking the website where the purchase was made and updating the review so it reaches the correct retailer. If you did place an order with Toru and need assistance related to one of our products, our support team is always happy to help. Warm regards, Sally Thorns

Response from TORU CLOAug 2, 2023

Hi Norbz, We make sure to respond to all our email. However, we may have skipped your email by error and we really apologise about that. Please email us once again ([email protected]) and we'll make sure to get back to you ASAP!