Refund policy
Returns Policy
December 2025
1. Returns Period
We accept returns submitted within 30 days of your purchase date.
Any returned items must be unworn, unused and with original tags/labels and packaging.
2. Christmas Purchase Extension
Purchases made between 9th December and 25 December are eligible for an extended returns period. Items can be returned up to Wednesday 31st January 2026.
This means that if an item was bought on or before 25 December, the latest we’ll accept the return submission is 31st January.
Purchases made from 26th December 2025 onwards will be subject to our standard 30 days to return. See below for any exclusions.
3. Condition of Returned Items
All returned items must be in new, unworn and in an unused condition, with all original tags, labels and packaging intact. Items showing signs of wear, damage or missing components may be refused or subject to partial refund.
4. Return Shipping
Customers are responsible for return shipping costs unless the return is due to a manufacturing defect or an error on our part (for example, wrong item shipped).
5. How to Initiate a Return
All returns must be processed through our ZigZag returns portal.
Please visit our ZigZag Returns Portal at https://tornello.co.uk/a/returns
Enter your order number and email address or phone number.
Then, select Start Your Return.
Follow the instructions and select the items you want to return.
When you’ve completed the return process, you’ll receive an email from support@tornello.co.uk.
This confirms your return has been approved and outlines how to post it.
To complete your return.
Return address:
Tornello Ltd
2 Chipping Vale
Emerson Valley
Milton Keynes
England
MK4 2JN
6. Refund Processing
Once we have approved your returned items, refunds or exchanges will be processed within 5–7 business days. Refunds will go back to the original payment method. Please allow additional time for your bank or payment provider to reflect the refund.
7. Exchange Policy
We accept exchange requests submitted within 30 days of your purchase date.
Any returned items must be unworn, unused and with original tags/labels and packaging.
All exchange requests must be submitted through our ZigZag portal to ensure accurate tracking and processing. Please visit our ZigZag Returns Portal at https://tornello.co.uk/a/returns
If the requested replacement item is unavailable, you may choose one of the following options through the portal:
A refund to your original payment method
A store credit (if available)
An alternative product of equal or higher value
(Customers must pay any price difference where applicable.)
8. Contact Us
For any queries or assistance with your return, please contact our support team at support@tornello.co.uk.