FAQ

FAQ

 

Table of contents

How to contact Fluffy Tori?

By e-mail at info@fluffytori.pink or by phone at +41 78 660 68 22

 

I would like a custom item that is not available on the website, what should I do?

Contact info@fluffytori.pink  and specify:

-          The product that you would like

-          The product’s color

-          The size

-          The print color(s)

-          The print location(s)

-          etc.

 

Do you ship to other countries?

Yes, we ship internationally!

 

How much does the shipping cost?

The shipping costs depend of the weight and destination of the package. They can be seen on the screen according to the products that you chose, just before paying.

 

What’s the difference between economy and priority shipping?

An economy post takes more time than a priority one. A priority post is more expensive, but arrives faster.

 

What are the delivery times?

In Switzerland – priority post: 2 days

In Switzerland – economy post: 2-3 days

 

Other countries – priority post: 4-8 days

Other countries – economy post: 5-12 days

 

In Italy – priority post: no guaranteed delivery times

In Italy – economy post: no guaranteed delivery times

 

When will my order arrive?

The day that you will receive your order is calculated by adding the (longest) shipping time and the delivery method that you chose.

The shipping times are mentioned in every article online.

Generally, custom orders have to be made for you, and the delay is of about 4-8 weeks from the first working day after the day the order has been made.

We have some items in stock and they can be shipped within 3-4 days.

For example, an order placed on Saturday will be processed the next Monday. The delay of 4-8 weeks starts from the next Monday, not Saturday.

If you order some stock items with some custom items, we will wait to receive the last item before shipping the whole order

If you want us to ship some items faster, we advise you to place two different orders. If you pay only once the shipping costs, we cannot split your order to make multiple deliveries.

 

Do the shipping options include a tracking number?

The standard shipping has no tracking number to keep the price low. If you want to have a tracking number, please select the "Poste Priority Package (+TRACKING NUMBER)" option when you make your order. We are not responsible for any lost package in case you chose an option without tracking number.

 

I can’t validate my order on the website. What should I do?

Our website may have some technical issues. If you cannot validate your order, it is not recorded. Do not hesitate to contact us at info@fluffytori.pink and we will help you.

 

When I tried to pay with Paypal, it did not work. What should I do?

Please contact us by e-mail at info@fluffytori.pink and do not place another order on the website.

 

Can I exchange my item?

Yes, it is possible to exchange an item. However, the item(s) that are sent back must follow some conditions:

-          The item(s) are not custom items.

-          The item(s) must be sent back no later than two weeks after the delivery of the package.

-          The item(s) must be sent back in the original packaging.

-          The item(s) that are sent back should not have been used.

-          If one of the previous condition is not fulfilled, Fluffy Tori has the right to refuse the exchange or refund, or to only offer a partial refund.

 

How can I proceed to the exchange?

  1. Contact us to request an exchange: info@fluffytori.pink
  2. Ship back the package to the following address:

Fluffy Tori
Chemin de Sous-Mont 19
1008 Prilly
Switzerland

  1. Shipping back the package is at your expense.
  2. Shipping costs for a new package containing the new item are at your expense.

 

How to proceed to a return?

  1. Contact us to request a return: info@fluffytori.pink
  2. Ship back the package to the following address:

 

Fluffy Tori
Chemin de Sous-Mont 19
1008 Prilly
Switzerland

 

  1. Shipping back the package is at your expense.

 

If I am not satisfied, can I be refunded?

Yes, we accept to refund our customers. However, they have to ship back the item(s) by following some conditions:

-              The item(s) are not custom items.

-              The item(s) must be sent back no later than two weeks after the delivery of the package.

-              The item(s) must be sent back in the original packaging.

-              The item(s) that are sent back should not have been used.

-             If one of the previous condition is not fulfilled, Fluffy Tori has the right to refuse the exchange or refund, or to only offer a partial refund.

 

How will I be refunded?

We refund our customers the following ways:

-          Bank transfer

-          PayPal

-          Gift cards, valid 1 year on all Fluffy Tori offers

 

The shoes that I ordered do not fit, what should I do?

If your shoes do not fit, consult the sections above to know how to exchange your item, or to return them and be refunded.

 

I received a damaged product, what should I do?

 If the product that you received if damaged, please contact us at shop@fluffytori.pink and join a picture of the problem within two weeks after reception of the package. Within the two weeks, we will proceed to an exchange or a refund and the shipping costs will be at our expense.