Frequently Asked Questions
If none of the below answer your questions, please don't hesitate to contact us
General
Do you offer corporate deals?
Yes, for large volume corporate customers. Please contact us.
Can I personalise my order?
Yes, we currently offer personalisation on the vast majority of our premium leather products with additional options for metallic foil finish for only £4.95.
We allow up to 3 characters and 2 fullstops (product dependant).
If you require additional characters, please get in touch today and we'd be happy to advise. (Additional £2.95 administration fee applies).
Do you offer corporate monogramming / personalisation?
Our specialist crafting team can apply your corporate, charity or personal insignia / logo onto most of our range of luxury leather accessories. From individual items to bulk orders our team can provide a bespoke service - keeping you informed at every step of your order.
Can I become an official TORRO Stockist?
Please contact us with information about your business, anticipated sales numbers and information as to how you would market and display the products. Your company would be assessed to ensure the integrity of the brand would be maintained and our customers would receive the same standards which are associated with the brand.
Is TORRO a protected brand / trade mark?
Yes, TORRO is a registered brand and trade mark, any sale of TORRO products or products displaying TORRO insignia or branding without consent from B.A.M Worldwide Ltd is a breach of intellectual property rights owned by B.A.M Worldwide Ltd.
Are your leathers a by-product of the food industry?
Yes, we do not accept animal cruelty in the production of your products, and we always go to lengths to ensure that our leathers are sourced from responsible USA tanneries.
Ordering & Delivery
Which payment options do you accept?
We currently accept the following payment methods:
- Visa
- Mastercard
- American Express
- PayPal Express
- Apple Pay
- Google Pay
- Shop Pay
- Klarna (Buy Now, Pay Later)
What currencies do you accept?
We currently allows orders to be placed in the following currencies:
- British Pound (GBP)
- Euro (EUR)
- US Dollar (USD)
- Canadian Dollar (CAD)
- Australian Dollar (AUD)
- New Zealand Dollar (NZD)
- Japanese Yen (JPY)
- Swiss Franc (CHF)
- Poland Złoty (PLN)
- Singapore Dollar (SGD)
- and many more.
To switch currency, select the option from the dropdown in the header (desktop) or from the main menu or footer on mobile devices.
If you don't see your currency listed, please contact us to see if we can help.
Please note: When using a 3rd party checkout such as PayPal Express, Google Pay or Apple Pay, the currency will revert to British Pounds (GBP). We apologize for any inconvenience this may cause.
Can I have a VAT receipt?
Yes, you will receive an automated VAT receipt after 5 days of receiving your order. If you do not receive this, contact us below with your name and order number and a VAT receipt will be sent to you within 24hrs.
From the point of ordering, when will you process and dispatch my order?
All orders will be dispatched within 1 working day. Please allow 3-5** working days for your parcel to be delivered (unless you choose our Express Delivery option at checkout).
Please refer to our Shipping Policy for further information.
** International shipments may take longer to receive.
If I choose Express Delivery is there a cut off that my order needs to be placed by?
Although this is not a guaranteed service our Express Delivery aims to deliver the next working day.
Your order needs to be placed by 1:30pm, Monday to Friday.
For further information please refer to our Shipping Policy.
Why can I not track my item?
Our Standard & Express UK deliveries are fully tracked services where you will receive notification by email to the email address provided at the time of placing your order.
Our international orders are shipped either by DHL Express or UPS depending on location. This is a fully tracked service where you will receive notification by email.
You can find further information on our Shipping Policy.
I still haven’t received my item
I still haven’t received my item.
- Check that you haven’t received a card to arrange pick up or rearrange delivery if you were out.
- If the item was sent to your home, ask anyone else living there if they accepted the delivery.
- Please also check if the item has been left with a neighbour, or in your Safeplace (if you have one).
- If the item was sent to your work address, check with the post room and your colleagues to see if someone accepted the delivery.
Still missing?
If your item is still missing and a reasonable amount of time has passed, then it may be considered lost please contact us and we will look into this further for you.
What is classed as a reasonable amount of time to class as missing?
EVRi - Please contact us once 5 working days have past from the date of ordering.
UPS / DHL - Please contact us after 5 working days have past from the date of ordering.
Can I return for a refund?
Please refer to our Returns Policy for information.
Will I be liable for customs duty?
Customs duty may be applied and varies based on the destination country. Any import duties and taxes will be paid locally by the recipient (excluding EU, as of the 1st of July 2021 duties & taxes will be included in the shipping fee and no additional charges will apply for shipments to a residential address).
Shipments to EU and/or International business addresses may be subject to additional import duties and taxes to be paid by the receiver in the destination country.
Product Questions
I'm not sure which phone model I have, how do I check?
If you aren't sure of your exact model number this should be available within your phone settings (or on the device itself). Depending on the manufacturer, use the links below to find your model number and the correct phone case.
Are your iPhone 12/13/14/15 cases wake/sleep compatible?
We have confirmed with Apple that they have not included the sensor in any iPhone 12, iPhone 13, iPhone 14 or iPhone 15 models to allow wake / sleep to be a compatible function with any phone case.
All of our designs are made in conjunction to the Apple schematics and Apple have not included the two HES sensors in any of their iPhone 12 Series, iPhone 13 Series, iPhone 14 Series or iPhone 15 Series handsets therefore no folio case maker can add this feature. Want to find out more read our blog 'Why doesn't my iPhone 12 Pro auto lock'
Are your iPhone 12/13/14 Cases MagSafe Compatible?
Our Wallet, Flip and Bumper cases contain the required magnetic ring to allow charging through our leather cases. However, MagSafe has strict power requirements and ensuring you have a sufficiently powerful plug is recommended.
Check our MagSafe Charging: What you need to know! support article where we tested the most common charging plugs - so you don't have to!
Are TORRO cases made of genuine leather?
Yes, all TORRO cases are made of genuine leather. We source the finest leather from Italy and the USA. We have our leathers tested every year to ensure that they comply with the European specifications, currently (BS 2780:1983+A1:2013).
Our leather is an ‘aniline’ leather which is regarded within the leather industry as one of the highest quality leathers. In addition, it is also one of the most expensive leathers to produce as only the very best condition raw hides are graded suitable to produce aniline leathers.
Are your cases compatible with Qi wireless charging?
Our cases do support wireless charging, but distance between the device and the charger diminishes the power transfer which can cause a device to not charge at all or slow the power transfer. Our internal testing has shown that the charger plug is just an important.
Read our Common Mistakes with Wireless Charging support article to ensure you have the correct wattage charger and plug for your device.
What is the leather bull's head tag attached to the case for?
This is a sample of the leather we use to make the case. The purpose is to allow you to appreciate the quality of the material used to make your case.
