TORU CLO Avis 47

Réponse : TORU CLO

23 janv. 2026

Hi,

Thank you for reaching out and sharing your concerns. I’m sorry to hear that the product didn’t meet your expectations, and I appreciate you bringing this to our attention.

To properly review this for you, please email us clear photos of the suitcase you received, including:

The full exterior

Interior

Any areas you feel do not match the product images

The shipping label on the box

Once we receive the photos, our team will carefully review them against your order details. If we determine that an incorrect product was sent or there is a genuine discrepancy, we will of course take care of this for you by arranging a replacement or an appropriate resolution, including a refund if warranted.

We take product accuracy very seriously and want to ensure everything is resolved fairly and correctly. Thank you for giving us the opportunity to review this further — we’re here to help.

Réponse : TORU CLO

24 nov. 2025

Hi there,

Thank you for taking the time to share your experience. I’m truly sorry to hear about the frustration surrounding your order, and I’d like to clarify a few important points so we can help get this resolved properly.

First, I’ve reviewed your order history closely. Our suitcases are made-to-order, and production takes 3–4 weeks before shipping. We do our best to provide accurate timeframes, and I’m sorry to hear that the delivery did not align with the timing you were hoping for. I understand how important it is to receive your items before a planned trip.

Regarding the damaged item — we take product quality extremely seriously. Any customer who receives a damaged suitcase is fully encouraged to contact us within 48 hours of delivery with photos so our team can review and assist with a resolution. We absolutely do not direct customers away from Toru when an issue involves an order placed through our site, so I’m sorry for any misunderstanding there.

I also want to reassure you that we have not stopped communicating with you. If you have not seen our replies, please check your spam/promotions folder or contact us again directly — we’re here, and we genuinely want to help resolve this.

To move things forward quickly, we’ve reached out to you privately to gather the necessary details and photos so we can properly review the damaged item and assist with the missing piece. Once we have that information, we’ll be able to provide a clear and fair resolution.

Your satisfaction matters to us, and we appreciate the opportunity to make this right.

Warm regards,
Sally Thorns
Toru Customer Care

Réponse : TORU CLO

24 nov. 2025

Hi there,

Thank you for taking the time to share your experience. I’m truly sorry to hear about your frustration, and I’d like to clarify a few key points to ensure readers have accurate information.

First, our team did review your order history. All Toru suitcases are made to order, and production takes 3–4 weeks before shipping, as stated clearly on every product page and at checkout. Your order was delivered within the normal window for handcrafted items, though I understand the wait may have felt long.

Regarding communication: we do respond to all customer messages. If our replies didn’t reach your inbox, they may have been filtered into spam or promotions — but we absolutely do not ignore customer inquiries, and we are always available to help.

On returns:
Our website states that all items are final sale due to the custom-made nature of our products. This policy is consistent across our site, including the product pages and the dedicated policy page. However, if an item arrives damaged or defective, we always assist and encourage customers to contact us within 48 hours with photos so our team can review and resolve the issue.

We also want to reassure readers that Toru is a legitimate business — we craft every suitcase to order and support our customers throughout the process.

We’ve reached out to you privately to gather more details so we can better understand what happened and assist appropriately. Your satisfaction matters, and we appreciate you giving us the opportunity to address this.

Warm regards,
Sally Thorns
Toru Customer Care

Réponse : TORU CLO

24 nov. 2025

Hi there,

Thank you for sharing your feedback. I’m sorry to hear about your disappointment, and I’d like to clarify a few important details for accuracy.

All Toru suitcases are made to order and handcrafted during a 3–4 week production period, which is clearly stated on every product page and at checkout. This is why delivery takes longer than mass-produced luggage — each piece is built individually and inspected before shipping.

Regarding quality:
Toru luggage is constructed with a reinforced polycarbonate shell, the same premium material used by top travel brands. It is designed to flex under pressure to prevent cracking. Dents can occur during rough handling by airlines, but that does not indicate poor material quality.

On weight:
We do list the specifications for each suitcase. Our shells are lightweight for their class, and many customers choose Toru specifically because they want a durable polycarbonate build rather than thin, low-density plastics.

As for returns, we are transparent that all items are final sale due to the custom-made nature of our products. However, if an item arrives damaged or defective, customers can contact us within 48 hours with photos for review. We always assist in such cases and do not ignore legitimate concerns.

We understand travel gear is a personal preference, and we are committed to being clear, honest, and supportive with our customers. Your feedback is appreciated, and we hope this clarification is helpful for anyone reading.

Warm regards,
Sally Thorns
Toru Customer Care

Réponse : TORU CLO

24 nov. 2025

Hi there,

Thank you for taking the time to share your concerns. I’m sorry to hear about the confusion surrounding your delivery, and I’d like to clarify a few key points so readers have accurate information.

Your order contained two shipped parcels, which is exactly what the courier delivered. The electronic organizer and the carry-on ship separately due to packaging requirements, and both items match the dimensions in the carrier’s confirmed delivery record. A large suitcase cannot physically ship in an envelope or a small box, and if a suitcase were part of the shipment, the tracking would show an additional package with its own dimensions, weight, and scan history.

When a tracking record shows all parcels delivered, the carrier marks the order fulfilled. In these cases, if a package were missing, we would open an investigation directly with the courier — but we can only do so when tracking indicates a discrepancy. In this case, the tracking matched the exact number of parcels associated with the order.

Regarding communication, we do respond to customer messages and do not ignore inquiries. If replies did not appear in your inbox, they may have been filtered into spam or promotions, but we are always available to assist customers who need clarification or support.

We understand how frustrating delivery misunderstandings can be, and we take them seriously. Toru is committed to transparency, accurate order handling, and supporting our customers every step of the way.

Warm regards,
Toru Customer Care

Réponse : TORU CLO

24 nov. 2025

Hi there,

Thank you for sharing your experience. I understand how frustrating it can feel when an order takes longer than expected, so I’d like to clarify how our process works to avoid any confusion for future customers.

All Toru suitcases are made to order, and production takes 3–4 weeks before shipping. This timeframe is stated on every product page and again at checkout, since each suitcase is handcrafted and individually inspected before leaving our facility.

Regarding cancellation:
We offer a 2-hour cancellation window after an order is placed. After that point, production begins immediately and materials are allocated to your custom build, which is why cancellations are not possible after the window closes. This policy is communicated clearly during checkout so customers know what to expect.

Your order is still within the standard production timeline, and while we understand the wait can feel long, it is fully normal for a custom-made item. Once your suitcase completes quality control, it will ship and you’ll receive your tracking number right away.

We appreciate your patience and hope this explanation helps clarify how our handcrafted production process works.

Réponse : TORU CLO

24 nov. 2025

Hi there,

Thank you for sharing your feedback. I’m sorry to hear that the suitcase didn’t match your expectations, and I’d like to provide some clarity so readers have accurate information about this product line.

The Lee X Toru Gun-Metal Edition is built with a reinforced polycarbonate shell and aluminum alloy framing, corners, and locking hardware. This is stated in the product specifications and is a common construction for hybrid cases used by many premium travel brands. It is not advertised as a full-solid aluminum suitcase, and the structural design is intentional — polycarbonate provides impact absorption, while the aluminum components provide rigidity and support.

Regarding returns:
Toru items are made to order, and our final sale policy is clearly displayed on the product page and during checkout. Because each case is custom crafted, returns are not available for reasons such as preference or expectation differences. However, if an item arrives damaged or defective, customers can contact us within 48 hours with photos and we always assist in those situations.

We understand that receiving something different from what you envisioned can be disappointing, but we do not mislead customers. Product materials, production timelines, and policies are published transparently so buyers know exactly what to expect before placing an order.

We appreciate your feedback and hope this clarification is helpful for anyone reading.

Réponse : TORU CLO

7 sept. 2025

Hello Boris,

We completely understand your frustration and we’re truly sorry for the delay. International shipments can sometimes take longer due to customs clearance and carrier processing, but please rest assured that your order is on its way.

Our team has already checked your tracking, and we’ll be sending you the latest update directly by email. If at any point you’d like live support, our customer care team is available 24/7 at info@toruclo.com
— we’ll make sure you get updates until your suitcase is safely in your hands.

At TORU, we design our suitcases to be trusted companions for years of travel, and we’re committed to making sure your first experience with us is as smooth as possible. Thank you for your patience — we promise it will be worth the wait.

Warm regards,
The TORU Team