Tory Burch Customer Care: A Complete, Practical Guide

Tory Burch customer care is designed to support purchases online, in boutiques, and through authorized retailers worldwide. Whether you need help with an order, returns, repairs, or product care, this guide explains what to expect and how to get fast, accurate resolutions. The brand launched in 2004 and now operates hundreds of boutiques globally, so policies can vary by country; always confirm region‑specific details on the official website at toryburch.com.

Below you’ll find the most useful, actionable details: how to reach an agent efficiently, typical response and processing times, return and exchange rules, repair options, and best practices for price adjustments, gifts, and promotions. Use the checklists to prepare information in advance and avoid delays.

How to Contact Tory Burch Customer Care

You can typically reach Tory Burch via live chat and web forms on toryburch.com, by phone (regional numbers are listed on the Customer Care/Help section of the site), and in person at boutiques. For store-specific issues, start with the store where the item was purchased; for online orders, use the online Help Center first. If you bought through a department store or authorized reseller, the return and service process is usually handled by that retailer under their own policy.

Response times depend on seasonality. Outside of major sales and holidays, live chat commonly connects within a few minutes during posted hours, while email/web-form replies are often within 24–48 business hours. If you’re calling, mid-morning Tuesday–Thursday (local time) tends to have the shortest waits. Keep communications through a single thread (same order number and email) to avoid duplicate tickets, which can slow resolution.

• Have ready: order number, full name, shipping address, purchase date, payment method (last 4 digits only), photos or short videos for quality issues (clear, well-lit, 2–4 images; keep files under ~5 MB each), and the boutique name/city if purchased in store.
• Where to start online: on toryburch.com, navigate to Customer Care/Help for contact options, live chat, order tracking, and return requests; use the Store Locator to find addresses and hours for nearby boutiques.

Ordering, Shipping, and Tracking

Standard order processing typically takes 1–2 business days before shipment. During peak periods (Black Friday/Cyber Monday, major Friends & Family promotions), processing can extend to 3–4 business days. You’ll receive a confirmation email at checkout and a second email with a tracking link once the carrier picks up the package. If you created an account, you can also track from your Order History.

In the U.S., standard delivery generally arrives in 3–7 business days after shipment; expedited options such as 2‑Day and Next‑Day are usually available at checkout for an added fee. Free standard shipping is frequently offered on eligible orders, though thresholds and promotions vary by time and region. International delivery times depend on the destination and customs processing; expect 5–12 business days post‑dispatch for most countries. Duties/taxes are often calculated at checkout so you can prepay and avoid carrier invoices on delivery.

If your tracking shows “delivered” but you cannot locate the parcel, check all entrances, building mailrooms, and with neighbors. Contact customer care within 24–48 hours of a “delivered” scan for a timely carrier investigation. For preorders or items shipping separately, your order may generate multiple tracking numbers; each will arrive in its own shipping confirmation email.

Returns and Exchanges

For most regions, unworn, unused merchandise with original tags attached is eligible for return within approximately 30 days of delivery (or purchase in store). Shoes should be tried on carpeted surfaces; include the shoe box in a protective outer box when returning. Refunds are typically issued to the original form of payment 7–10 business days after the return is received and inspected. If the order was a gift, customer care can generally convert a refund to a merchandise credit or e‑gift card when requested, subject to regional policy.

Start online returns in your Tory Burch account or via the guest returns link with your order number and email. Print the prepaid return label when available for your country; the cost, if any, is either deducted from your refund or waived during free-returns promotions. For boutique purchases, returns are usually handled in store and must be taken back to a boutique in the same country of purchase. Exchanges are supported in many boutiques; for online orders, the fastest method is to return for a refund and place a new order for the preferred size or color.

• Common exceptions: final-sale items (often marked on the product page and checkout), personalized/monogrammed goods, worn or altered items, swimwear without the hygienic liner, and fragrance once opened. Packaging and any included accessories (straps, dust bag) must be returned to be eligible.
• International tip: if your order shipped via a cross‑border partner (shown at checkout), use the same returns portal to generate a country‑specific label and customs documents; do not ship returns directly without these forms.

Repairs, Warranty, and Product Care

Tory Burch can often assist with quality assessments and limited repairs, especially for hardware or stitching concerns identified within a reasonable time after purchase. Start by contacting customer care with clear photos and proof of purchase; they will advise whether the item qualifies for repair, replacement, or referral to a boutique for in‑person evaluation. Typical review time after the item is received is 5–10 business days, depending on workload and part availability.

Watches generally carry a manufacturer’s limited warranty (commonly up to 2 years on the movement, hands, and dial; straps, batteries, and crystals are usually excluded). Warranty terms are provided in the booklet inside the watch box and may require service through the designated watch service center. Eyewear and fragrance follow category‑specific policies. For leather goods, store items in the dust bag, avoid prolonged sun/moisture, and spot‑clean with a soft, slightly damp cloth; conditioners should be tested on an inconspicuous area first.

Authenticity and Authorized Retailers

To ensure eligibility for service, buy directly from toryburch.com, Tory Burch boutiques, or authorized retail partners (major department stores and specialty retailers). Customer care cannot authenticate items from unverified resellers and may be unable to repair or replace those products. Use the Store Locator on the official site to find authorized boutiques by city or ZIP/postal code.

Payments, Pricing, Promotions, and Gifts

Tory Burch typically accepts major credit/debit cards and, in many countries, digital wallets such as Apple Pay or PayPal. In select regions, “buy now, pay later” options may appear at checkout, subject to approval by the third‑party provider. Sales tax or VAT is calculated based on the shipping address. If you are purchasing a gift, consider e‑gift cards (usually delivered within minutes to the recipient’s email) or request a gift receipt to support exchanges without revealing the price.

Promotions are time‑limited and may exclude certain styles or categories. Some regions offer limited price adjustments when an identical item you purchased at full price is marked down shortly after purchase (commonly within a short window such as 14 days); exclusions and rules apply, and proof of purchase is required. For bundled discounts and tiered promotions, the refund value of returned items is prorated to reflect the promotion’s effective price per item.

Security, Privacy, and Account Assistance

If you can’t access your account, use “Forgot Password” on the sign‑in page; password reset emails typically arrive within a few minutes. For order‑related emails that you are not receiving, add the official domain to your safe senders list and check spam/junk filters. For privacy questions (access, deletion, or data preferences), navigate to the Privacy or Legal section at the bottom of toryburch.com and submit the appropriate request form based on your jurisdiction.

For escalations, politely request a case number and recap the issue, timeline, and desired resolution in writing. Keep copies of receipts, tracking scans, and photos. If a carrier claim is required (lost or damaged in transit), file it promptly; most carriers require initiation within a short window (often 7–15 days from the delivery scan or expected delivery date).