At Tomor, we create things that are close to our hearts so it is really important you’d be delighted with them as well. If you are not 100% certain about your purchase, we will gladly take it back or exchange it for another item.
Returns & Exchanges
What is Return Policy?
1. Items can be returned within 30 days of delivery. Please make sure the items are complete, in perfect condition — unworn, unused, unwashed — with attached labels and original packaging. If not, we reserve the right to reject the refund/exchange.
2. If you receive defective/wrong/stained items, we will bear the return shipping cost.
If Return shipping costs due to customer's subjective reasons will be borne by the buyer. When you refund, the platform will deduct 7% of the handling fee.
3. We do not accept returned packages if you have not notified us beforehand.
4. We do not accept packages that are returned using a COD service.
5. Any order cancellation before shipment will be charged a 7% process fee, and customers can only get a 93% refund of the total order price.
What is Exchanges Policy?
If you have received a defective or stained item or a wrong item you did not order, please submit a ticket on the top right “Online Help”, we will get back to you within 24 business hours generally. And if you are at the mobile version, please submit it at the bottom of the page. And you can also contact us via Live Chat on business days.
At this time, we do not offer exchanges. The best way to move forward is to initiate a return for your original items and repurchase the items you would like in a new order! You can click here to initiate a return. Please note, we are not able to process returns for items listed as Final Sale.
If you placed an order with a promotion applied or you are returning and repurchasing an item from a Bundle, we will gladly match the price of the item in your original order. All you need to do is place your new order and send us an email with the new order number included. :)
We will get back to you as soon as we can.
How Do I Return Something for a Refund?
1.Submit return request→2.Request approved→3.Receive return address→4.Send us the return tracking number→5.Returned package received→6.Refund issued
1. Submit a return request by sending us an email. When sending the message, please enclose the order number, the SKU number of the item, a description of the issue, and a few clear photos to show us the exact problem.
2. Our customer service will normally reply to you within one working day.
3. Please send us the tracking number for your returned parcel. This is important. If we do not receive a tracking number, we will not issue a refund.
4. Most returns can be processed within 3 business days after we receive your package.
5.If you return for a refund, it will be issued to your original payment method within 3 to 5 business days of receipt of your item(s) or in the form of online credit. Refunds cannot be returned to alternate cards or different forms of payment. Please note that payment processing is beyond our control and it may take up to 7-10 additional business days for the funds to be credited to your account used during checkout.
Cancellation Policy
1. All orders canceled within 12 hours of purchase will be eligible for a refund. Any order cancellation before shipment will be charged a 7% process fee, and customers can only get a 93% refund of the total order price.
2. Refund requests will not be accepted if your order has been shipped.
Please feel free to contact us at info@livetomor.com if you have any questions at all.
