leanne W.
WARNING
This company is horrific!!! It took over 30 days for the package to arrive. The box was shredded, and I ordered an Olive suitcase and they sent a silver one. They will not allow a return, blaming the dangers of COVID ! As if someone will catch COVID from me returning the incorrect merchandise that they sent to me. I guess they weren’t worried that I would “ get COVID” from them sending the suitcase to me! This is a shady company. Move on and order from a reputable company. HORRIBLE customer service, horrible product.
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