Frequently Asked Questions
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)
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 2-3** working days for your parcel to be delivered unless you choose a quicker service at checkout. Please refer to our Shipping Policy for further information.
*Our umbrellas will be dispatched by a courier within 48 hours due to the weight and size.
** International shipments may take longer to receive.
When will I expect the umbrella I ordered?
Our umbrellas are dispatched by a courier within 48 hours due to the weight and size. If an umbrella was ordered with other items e.g. a phone case, the phone case will be shipped separately using the original selected shipping method.
If I choose UPS is there a cut off that my order needs to be placed by to guarantee next day delivery?
Yes, your order needs to be placed by 2pm, Monday-Thursday. For further information please refer to our Shipping Policy.
Why can I not track my item?
If the selected postage was Royal Mail Tracked 48 then this is a fully tracked service where you will receive notification by email and/or SMS depending what contact details you provided at the time of placing your order.
If the selected postage was UPS then this is a fully tracked service where you will receive notification by email and/or SMS depending what contact details you 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 and/or SMS depending what contact details you provided at the time of placing your order.
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 designated 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.
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?
UPS next day - Please contact us as soon as possible, a claim must be made within 48 hours of an undelivered item.
Royal Mail Tracked 48 - Please contact us after 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.
Do you offer corporate deals?
Yes, for large volume corporate customers. Please contact us.
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.
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.
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 the user to appreciate the quality of the material used to make their case.
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.