Customer Care

Frequently Asked Questions
WHAT ARE YOUR RETURN POLICIES?
HOW CAN I CHECK THE STATUS OF MY ORDER?
HOW DO I CANCEL MY ORDER?
HOW CAN I EXCHANGE A GIFT I RECEIVED?
HOW CAN I RETRIEVE MY PASSWORD?
DO I NEED AN ACCOUNT TO MAKE AN ONLINE PURCHASE?
DOES TORYBURCH.COM TAKE TELEPHONE ORDERS?
WHICH FORMS OF PAYMENT DOES TORYBURCH.COM ACCEPT?
WHAT IS TORYBURCH.COM'S INTERNATIONAL POLICY?
WHAT IF I HAVE A PROBLEM WITH A TORY BURCH PRODUCT?
DOES TORYBURCH.COM CHARGE SALES TAX?
DOES TORYBURCH.COM DELIVER ON SATURDAYS?
HOW DO I RECEIVE WEB PROMOTIONS OR SPECIAL OFFERS?
WHAT IS YOUR PRICE ADJUSTMENT POLICY?

WHAT ARE YOUR RETURN POLICIES?

Full price merchandise can be returned for a full refund or exchanged within 30 days of the delivery date.

Sale merchandise can be returned for a full refund or exchanged within 14 days of the delivery date.

Items returned past the time frames outlined above may be returned in exchange for Tory Burch gift card only. The amount of the gift card will be the current selling price of the items returned.

Please note the following exceptions:

  • Exchanges are not offered on international orders.
  • Exchanges are not offered on PayPal orders. Returned merchandise will be processed as a refund to your PayPal account.

Items marked FINAL SALE cannot be exchanged or returned at any time. All items purchased through Facebook Sale Events are final sale.

We will only accept returns for items that have not been worn, altered or washed. All tags must be attached. Footwear returns must be in the original condition - Tory Burch does not accept returns for worn footwear.

Merchandise that is eligible for returns may be returned free of charge.  A pre-paid return label is provided in all orders.

Any merchandise purchased in the outlet boutiques is returnable only to the outlet boutiques. Outlet merchandise will not be acceptable for return in the full price retail boutiques.

Please note, we do not accept returns on sample sale merchandise. All sales are final.

Upon receipt of returned goods, Tory Burch reserves the right to deny refund if the merchandise does not meet return policy requirements.

Shipping and handling charges for returned merchandise are non-refundable unless we have made a shipping error.

At this time, toryburch.com only offers UPS return labels for domestic return addresses. The customer is required to pay shipping on return orders sent from outside the U.S.

Please send your returns to:

TORY BURCH RETURNS DEPARTMENT
9756 International Blvd.
Cincinnati, OH 45246

For additional information and return instructions, please visit the Return Information page.

HOW CAN I CHECK THE STATUS OF MY ORDER?

You may check the status of your order even if you are not a registered user by clicking on My Account in the upper right-hand corner of the site. You will need to provide the order number and billing zip code.

You will receive an order confirmation email once your order has been received. In addition, we will send you an email when your order has shipped, which will include the UPS tracking number for your package.

HOW DO I CANCEL MY ORDER?

Once an order is submitted we are unable to change or cancel the order.

If you have additional questions about your order, please contact Tory Burch Customer Service directly by phone at 1-866-480-TORY(8679) or by email at inquiries@toryburch.com

HOW CAN I EXCHANGE A GIFT I RECEIVED?

If you would like to return merchandise you received as a gift that was purchased on toryburch.com, you may exchange the merchandise for a Tory Burch gift card or you can choose to refund the original form of payment submitted by the person who placed the gift order. Please indicate your choice in the space provided on the packing slip enclosed with your merchandise and follow in the accompanying return instructions. If you do not have the packing slip, please contact Tory Burch Customer Service by phone at 1.866.480.TORY (8679) or by email at inquiries@toryburch.com for further assistance.

HOW CAN I RETRIEVE MY PASSWORD?

Please go to the My Account section and click on the Forgot Password link. Please enter the email address you used to sign into your account and we'll send you a temporary password to that email address.

Once you have logged in using your temporary password, go to the Personal Data section of the My Account page and change your password to something you will remember.

DO I NEED AN ACCOUNT TO MAKE AN ONLINE PURCHASE?

No, you may check-out without creating an account, just click the "Continue Checkout" button to continue as a guest. Accounts are helpful for those who wish to store billing information.

DOES TORYBURCH.COM TAKE TELEPHONE ORDERS?

Yes, Toryburch.com does take orders by phone. Please call Tory Burch Customer Service for assistance at 1.866.480.TORY (8679), 7 days between 8AM-Midnight EST.

WHICH FORMS OF PAYMENT DOES TORYBURCH.COM ACCEPT?

Toryburch.com accepts American Express, Visa, MasterCard, UnionPay and Discover. Toryburch.com does accept international credit cards.

We cannot accept JCB. Toryburch.com currently does not accept checks, cash or money orders.

You may also use a Tory Burch Gift Card or PayPal to pay for your order. We are able to accept multiple gift cards per order.

WHAT IS TORYBURCH.COM'S INTERNATIONAL POLICY?

At this time, toryburch.com will ship to Argentina, Australia, Canada, Chile, China, Columbia, Costa Rica, Ecuador, El Salvador, India, Israel, Jamaica, Malta, New Zealand, Norway, Panama, Switzerland, United States and Uruguay. For more detail, please click here. Shipments to Austria, United Kingdom, Germany, France, Italy and Germany are available from toryburch.at, toryburch.co.uk, toryburch.de, toryburch.fr, and toryburch.it respectively.

WHAT IF I HAVE A PROBLEM WITH A TORY BURCH PRODUCT?

Tory Burch is happy to handle repairs (free of charge) which result from a manufacturing defect. However, we cannot handle repairs that are the result of normal wear and tear.

If you believe that there is a defect in materials and/or workmanship, for fastest results you should return the item to the place of purchase. If you wish to have us repair your item, contact Tory Burch Customer Service by phone at 1.866.480.TORY (8679) or by email at inquiries@toryburch.com for instructions on how to return the item to our offices for inspection. We will repair or replace your item free of charge if we determine, upon inspection, that the damage is due to a manufacturing defect. Typical turn-around time is three to four weeks.

DOES TORYBURCH.COM CHARGE SALES TAX?

Sales tax will be added to orders shipping to the following states:

Arizona, California, Connecticut, District of Columbia, Florida, Georgia, Hawaii, Illinois, Massachusetts, Michigan, Nevada, New Jersey (accessories only), New York, North Carolina, Ohio, Pennsylvania (accessories only), Tennessee, Texas, Virginia and Washington.

Please note that tax calculations are based on state and county locations of the shipping address on your order.

Kentucky Sales and Use Tax

Tory Burch is not required to and does not collect Kentucky sales or use tax. The purchase may be subject to Kentucky use tax unless the purchase is exempt from taxation in Kentucky. The purchase is not exempt merely because it is made over the Internet, by catalog, or by other remote means. The Commonwealth of Kentucky requires Kentucky purchasers to report all purchases tangible personal property or digital property that are not taxed by the retailer and pay use tax on those purchases unless exempt under Kentucky law. The tax may be reported and paid on the Kentucky individual income tax return or by filing a consumer use tax return with the Kentucky Department of Revenue. Forms and instructions can be found on Kentucky’s Department of Revenue website at http://revenue.ky.gov/individual/usetax.htm

Shipments to any other state will not include tax.

DOES TORYBURCH.COM DELIVER ON SATURDAYS?

Toryburch.com is unable to deliver a package on Saturdays. Our Tory Burch boutiques are able to ship and deliver packages on Saturdays.

HOW DO I RECEIVE WEB PROMOTIONS OR SPECIAL OFFERS?

From time to time we have special offers that can be applied to your order by using a promotional code that we provide to you. In order to take advantage of these promotions, you must enter the promotional code in the space provided on the Shopping Bag page (found in the lower right-hand corner) and hit the "Checkout" button. The value of the promotion will be applied to your order at checkout and will not appear on a line item basis. To receive special offers and be notified about sales, join the toryburch.com mailing list here. Simply fill out the form and click the "Submit" button.

WHAT IS YOUR PRICE ADJUSTMENT POLICY?

Tory Burch will honor a one-time price adjustment within 10 days of the shipment date. To receive a price adjustment, please contact Tory Burch Customer Service by phone at 1.866.480.TORY (8679) or by email at inquiries@toryburch.com and refer to the order number found on your packaging slip or order confirmation email. Some promotions may be excluded.