Customer Support: +94 11 4848 398  

Frequently Asked Questions

PAYMENT METHODS

What form of payments do you offer?

We offer the following payment options
We accept all major credit and debit cards VISA, MASTER, AMEX
Bank transfer
If you choose to make your payment via Bank Transfer our bank details are as below. Please do add
your name for reference and email or WhatsApp us a copy of the confirmation. Our email address is
hello@torihouse.lk or WhatsApp on 0777129785
Account Name: Tori House (Pvt) Ltd
Account Number: 129010009501
Bank Name: Hatton National Bank
Branch : Kohuwala
Cash on Delivery (COD)
Cash on delivery will be done by Aramex courier and charges apply depending on your location.
Usually within Colombo city limits up to 1kg costs Rs. 240.

Can I pay by cheque or cash?

We accept both cheque and cash payment. Cash or cheque payments can be made in-store. In case
of cheque payment goods will be dispatched or released after realization of your cheque.

ORDERING ON-LINE & DELIVERY

Do I need to create an account to shop on-line with Tori House?

No. You can order as a guest, but we strongly recommend you create an account as it will save time
next time when you purchase on-line from Tori House and if you want to save your order and make
the payment at a different time or if you want to make changes to your order before you make the
payment. Creating an account will take less than a minute. Please click here to create an account and
start shopping.

Can I place an order over the phone?

Yes, we will be more than happy to take your order on phone. The payment for the purchase could
be done by bank deposit or we can even arrange cash on delivery. To order on the phone please call
011 48 48 398 or 011 433 4940 during business hours.

When is my order confirmed?

As soon as you submit the payment online, we send you an order confirmation email. For COD
orders, our customer support team will call you after we receive your order online and process the
order post your confirmation.

Where is my order acknowledgement email?

Please check your Spam folder. Sometimes the mail lands in your spam folders or Please drop us an
email at hello@torihouse.lk or call us on 011 48 48 398 for any queries. and we will resend the email.

What is the delivery time?

Usually all our on-line orders are dispatched the next day and you should receive it with in 2-3
business days depending on your location.

Can I purchase furniture on-line?

Yes, you can. We will call you as soon as we receive your order to inform about the delivery charges.

Do I get free delivery?

We usually offer free delivery within Colombo city limits if the value of your order is Rs 10,000 or
over.

Can I track my order?

Yes, as soon as we dispatch your order, we will email you an order tracking number. You can track
your order online by logging into www.aramex.com and enter your tracking number. Alternately,
you can also send us an email athello@torihouse.lk for tracking information of your order.

How many items can I add to the cart?

There is no limit to the number of items. You can add as many as you want.

Can I change my existing order and if yes how?

Yes. You will have to cancel the old order es you can change the products within 24 hours after
placing the order, make sure that the cart value does not exceed. In case the cart value exceeds,
please pay the remaining amount before we can process the order. If you want to change the
shipping address, etc. you must first mail tohello@torihouse.lk

Can I get more information about products before I place my order?

In case you have questions about a product, please call us any day between 10.00 am to 8.00 pm on
011 48 48 398 or write to us athello@torihouse.lk and we will get back to you within 24 hours.

How do I know that my order has been dispatched?

We send an e-mail with all the tracking details, so that the customers can track their shipment on
their own.

How will I know if order is placed successfully?

You will receive an email confirmation from “Tori House” once your order is successfully placed.
This mail will have all the details related to your order.

Can orders be shipped to foreign countries?

Yes. Through our partnership with International Shipping companies, we are pleased to provide an
enhanced International shopping experience for customers in various foreign countries. However
certain items may not be dispatched to International destinations. Please call us on 077 712 9785 for
more information.

I want to send my purchase as a gift to my friend; can “Tori House” send the product without invoice?

Yes. We can arrange delivery without an invoice to the recipient of the package.

Why is my saved shopping cart empty?

Generally, after 30 days, items saved in your shopping cart are removed automatically (cookie
policy).

CORPORATE GIFTS

Can “Tori House” help my company with corporate gifts and large orders?

Yes, we offer Corporate–gift program designed to meet your needs all year round. Please contact us
on 077 712 9785 or drop us an email athello@torihouse.lk for more details.

GIFT VOUCHERS & GIFT REGISTRY

Does “Tori House” have a Gift or Bridal registry?

We do not currently have a Gift or Bridal registry but very soon that will be added to our services.
Until then If you are interested in receiving gifts from Tori House, we suggest that you ask your
friends and family for Tori House gift vouchers.

How do I purchase a gift voucher?

Gift vouchers are available in denominations of Rs 1,000, Rs 2,000, Rs, 2,500 & Rs5,000. You can
purchase a gift voucher in-store or on-line. All on-line purchased gift vouchers are delivered within
2-3 business days.

Do gift vouchers expire?

Yes. All our gift vouchers carry a time limit of 1 year from the date of issue.

Can the recipient return the gift voucher for cash?

No. Gift vouchers can only be redeemed for Tori House merchandise.

Do I have to spend the exact amount on my gift voucher?

No. If there is a remaining balance left on your gift voucher after a purchase you will not be able to
use it for a different purchase on another day. If you go over the amount on the voucher, then you
can pay for the rest of the transaction with any other method of payment.

I would like to use two or more gift vouchers toward a single purchase. Can I do that?

Absolutely! You may use as many as you would like to complete one transaction.

I want to send my purchase as a gift to my friend. Can Tori House send the product without invoice?

Yes, we can. Once you inform us that your purchase must go as a gift, we will remove the price tag
and will not send the invoice to the recipient.

ISLAND WIDE SHIPPING

We do not currently have a Gift or Bridal registry but very soon that will be added to our services. Until then If you are interested in receiving gifts from Tori House, we suggest that you ask your friends and family for Tori House gift vouchers.

RETURNS & EXCHANGES

When you are returning or exchanging Tori House products, you should return them to us by one of the methods set out below, with proof of purchase (receipt or dispatch notes), unopened, unused and in their original packaging within 7 days of receipt of delivery; unless they are faulty.