FAQ

Frequently asked questions

When is the Christmas delivery cut-off?

To receive your order in time for Christmas, please place it by 21 December and select Royal Mail Tracked 24 at checkout.

Orders placed after this date, or using other delivery options, may arrive after Christmas.

As always, delivery times are subject to Royal Mail once parcels leave the Club.

Do I need to be a member to shop?

No. Anyone can shop with us directly on our store. However Tornello members gain early access to product release and exclusive members discounts.

Becoming a member is free, and we strongly advise signing up to ensure you don't miss out on our limited pre-release drops.

Where do you ship?

We currently ship throughout the United Kingdom via Royal Mail Tracked services only.

International shipping will be introduced at a later date.

How long will my order take to arrive?

Orders are typically dispatched within 1–2 working days. Delivery times depend on the shipping method selected at checkout.

Delivery times are approximate and may infrequently experience unexpected delays.

How do I return an item?

Returns are managed through our ZigZag returns portal. You can submit a return request, then follow the instructions provided. Items must be unworn, unwashed, and in their original condition.

Please see our Returns Policy for more information.

** CHRISTMAS 2025 RETURNS POLICY **
We are offering an extended returned date up to the 31st January 2026 for orders placed between 9th - 25th December. Please see our Returns Policy for more information.

Can I exchange an item?

Yes. Exchanges can be requested through the ZigZag Returns Portal, subject to availability of the requested size or product.

Please see our Returns Policy for more information.

Can I cancel or edit my order after placing it?

If your order has not yet been dispatched, we may be able to amend or cancel it.

Please contact us as soon as possible at support@tornello.co.uk

If your order has already been dispatched, we are unable to amend or cancel it.

One item was canceled from my order, and I want to cancel the rest of the order. Can I cancel it?

If and item was cancelled in your order and the order has not yet been dispatched, we may be able to cancel it.

Please contact us as soon as possible at support@tornello.co.uk

If your order has already been dispatched, we are unable to amend or cancel it.

Will items be restocked?

Some products may be restocked, while certain items are produced in limited quantities. Product pages will indicate whether an item is limited or part of an ongoing range.

How do I track my order?

Once your order has been shipped, you will receive a confirmation email containing your Royal Mail tracking number.

Enter your tracking number HERE

Do you offer gift cards?

Digital gift cards will be available soon.

What payment methods do you accept?

We accept major debit and credit cards, as well as Apple Pay, Google Pay, and other selected payment methods at checkout.

How do I care for my Tornello products?

Care instructions are provided on each of our garment’s label and product page.

Always follow these guidelines to help preserve product quality and life.

Why has my order been placed on hold?

Orders may be canceled for several reasons, including but not limited to incomplete shipping information, unverifiable payment details, chargeback history, or item unavailability. If your order was canceled and you believe it was an error, please contact support@tornello.co.uk for further assistance.

We may contact you with directly requesting further security details. Any information provided is securely stored and deleted after review.

Please see our Privacy Policy for more information

How can I contact customer support?

You can reach our support team at support@tornello.co.uk. We aim to respond as quickly as possible during business hours.