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Shipping Policy

We're proud to say that TORRO customers live across the globe and we offer fast shipping to over 120 countries! We hope the information below answers any questions you might have but if not, please contact customer care by email to customercare@torro.co.uk and we will be happy to help!

EVRi Standard Shipping

FREE delivery on all UK Mainland orders over £20 (excludes Scottish Highlands & Islands and BFPO).

EVRi delivery methods are available on orders up to £199.99.

EVRi aims to deliver your letter or parcel in 3 to 5 working days and offers a fully tracked service with email notifications and a SafePlace delivery (if no one is home).

For same day dispatch your order must be placed before 1:30pm Mon-Fri. If the order has been placed after the 1:30pm cut off, then the order will not be dispatched until the following working day.

Remote Locations

Some UK Mainland postcodes are considered to be "remote" and incur an additional £1.99 delivery charge. Please refer to our Shipping Rates page for a list of these postcodes.

Once your item has left our warehouse, we’ll send you an email with tracking information.

Please note: we cannot be held responsible for third-party involvement when a delay occurs. If you do not receive your order after 5 working days have past then please contact us to allow us to investigate further.

This can often lead to a EVRi investigation which can often take 3-5 working days. 

EVRi Express Delivery

Our Express Delivery* option can be selected if you need your item quicker than our standard shipping option offers.  EVRi will provide you with tracking via the email address provided at the time of ordering.

EVRi delivery methods are available on orders up to £199.99.

There is an additional charge of £2.49 for this method of delivery.

If this method of postage is selected, then your order must be placed before 1:30pm Mon-Fri and EVRi will aim to deliver the next working day.

If the order has been placed after the 1:30pm cut off, then the order will not be dispatched until the following working day.

Once your item has left our warehouse, you will receive an email with the tracking information.

Please note: If you do not receive your order within 48 hours of receiving a dispatch notification you must get in touch, a claim must be made within 48 hours of an undelivered item. 

*Exceptions

We do not offer express delivery to Northern Ireland, Scottish Highlands & Islands, British Isles or British Forces Post Offices. Please refer to our Shipping Rates page for details.

UPS Standard

UPS Standard can be selected* if you need your item quicker than our standard shipping option offers. UPS will provide you with tracking via the email or phone number provided at the time of ordering.  

There is an additional charge of £4.99 for this method of delivery (FREE on orders £200 and over).

If this method of postage is selected, then your order must be placed before 1:30pm Mon-Fri and UPS will aim to deliver within 3-5 working days.

If the order has been placed after the 1:30pm cut off, then the order will not be dispatched until the following working day.

Once your item has left our warehouse, you will receive an email or text with the tracking information.

Please note: If you do not receive your order within 3-4 days of receiving a dispatch notification you must get in touch.

*Exceptions

We do not offer next day delivery to non-mainland UK postcodes and the Scottish Highlands.

UPS Express

UPS Express can be selected* if you need your item quicker than our standard shipping option offers.  UPS will provide you with tracking via the email or phone number provided at the time of ordering.  

There is an additional charge of £7.99 for this method of delivery.

If this method of postage is selected, then your order must be placed before 1:30pm Mon-Fri and UPS will aim to deliver in 1-2 working days.

If the order has been placed after the 1:30pm cut off, then the order will not be dispatched until the following working day.

Once your item has left our warehouse, you will receive an email or text with the tracking information.

Please note: If you do not receive your order within 48 hours of receiving a dispatch notification you must get in touch, a claim must be made within 48 hours of an undelivered item. 

*Exceptions

We do not offer next day delivery to non-mainland UK postcodes and the Scottish Highlands.

International Shipping

We offer international shipping worldwide with payment options available in selected relevant local currency. In order to make an international order in the preferred currency select the currency dropdown at the top righthand side of our website. 

All International orders* will be dispatched using DHL Express or UPS depending on your location. Shipping timescales are dependant on location but generally received within 2-3 working days. This is a fully tracked express service.

View our International shipping rates

We cannot be held responsible for any orders that are made in error. Any international order made in error by the customer will be liable to a 30% restocking fee that will be deducted from the total refund amount.  (The 30% restocking fee is calculated from the total price paid for the item by the customer). In these circumstances the cost of return shipping will be paid by the customer. We cannot be held responsible for any international returned items that fail to reach us. 

We reserve the right to cancel any international order prior to shipping and refund the order in full.

*Exceptions:

Amazon Fulfilment Centres

If an Amazon fulfilment centre is closer to your location and the item is in stock then we will dispatch from that Amazon fulfilment centre to expedite delivery. 

Remote locations

If your postcode/Zip code is classified as a remote location by  one of our approved couriers then we reserve the right to cancel the order. Item may be reordered with a pre-arranged surcharge.

In a very small number of cases, DHL are permitted to pass parcels to the USPS for final delivery. This can increase shipping times by a number of days. This protocol prevents any surcharges being added to the order and allows delivery from the UK. If you live in a remote location and the order is not cancelled and refunded within 24hrs, please note it is likely that DHL will deliver in conjunction with USPS and a delay may occur.

Customs Duties

Customs duty may be applied and varies based on the destination country. Any import duties and taxes will be paid locally by the recipient (excluding EU, as of the 1st of July 2021 duties & taxes will be included in the shipping fee and no additional charges will apply for shipments to a residential address).

Shipments to EU and/or International business addresses may be subject to additional import duties and taxes to be paid by the receiver in the destination country.

Larger items - May incur an additional surcharge. You will be contacted direct to confirm the additional cost prior to dispatch.

Please note: we cannot be held responsible for third-party involvement when a delay occurs.

Pre-Purchase Orders

Pre-Purchase orders are for products that are currently not yet available to ship immediately from TORRO although a clear “ships by date” will be shown. Pre-Purchase is a way to guarantee that you will receive your chosen products as soon as they are available to ship.

Pre-Purchase products are indicated as such on the Product page, Shopping Basket and Confirmation Email with a “Pre-Purchase” label and expected “ship by date”.  This may be subject to change due to circumstances outside our control but will be communicated via email. Thank you for your patience and understanding.

In order to make a Pre-Purchase, you will need to complete the normal order process including Shipping and Billing information. When you place a Pre-Purchase order you will need to pay the full price of all products within your order.

Any orders which contain pre-purchase items will be held and processed for dispatch once all items within the order are available to ship. 

You may cancel your Pre-Purchase order and get a full refund at any time before the product has been dispatched.

Weekend Delivery and Dispatch

Dispatch

We do not dispatch any orders on Saturday or Sunday. If an order has been placed after 1:30pm on Friday it may not be dispatched until the next working day.

Please note: we cannot be held responsible for third-party involvement when a delay occurs and it is not a guaranteed postal service.

Delivery Exceptions and Restrictions

Do you have any delivery restrictions?

We do reserve the right not to deliver an order if we believe the address isn’t secure, for example to a communal postal address or PO box. If this affects an order you place, we'll notify you as soon as possible.

I am unable to select my shipping address.

Please contact us so we can see if we can facilitate shipment to your country. 

Remote locations

If your postcode/Zip code is classified as a remote location by  one of our approved couriers then we reserve the right to cancel the order. Item may be reordered with a pre-arranged surcharge. 

In a very small number of cases, DHL are permitted to pass parcels to the USPS for final delivery. This can increase shipping times by a number of days. This protocol prevents any surcharges being added to the order and allows delivery from the UK. If you live in a remote location and the order is not cancelled and refunded within 24hrs, please note it is likely that DHL will deliver in conjunction with USPS and a delay may occur.

Please note: we cannot be held responsible for third-party involvement when a delay occurs.

EVRi Customer Error/Refusal Charges

EVRi will attempt to deliver your items 3 times. If they are unable to complete the delivery, your order will be returned to sender and additional charges will apply.

Charges will be paid by the customer if the following circumstances apply and will be deducted from the final refund amount on receipt of the returned item.

  • Invalid Address Provided - £5.00
  • Receiver Refuses Goods - £5.00
  • Return To Sender - £5.00

In the event a refund is not applied, the above charges must be paid prior to the item(s) being re-shipped.

These charges are in addition to any further outward postage costs.

International UPS/DHL Customer Error/Refusal Charges

UPS/DHL charges will be paid by customer if the following circumstances apply and will be deducted from the final refund amount on receipt of the returned item.

  • Invalid Address Provided - £10.00
  • Receiver Refuses Goods - £20.00
  • Return To Sender - £10.00

These charges are in addition to any outward postage costs.

Returns Policy

Items Not Received

Why is the delivery time longer than expected?

If you are shipping to Northern Ireland, Scottish Highlands & Islands, British Isles or British Forces Post Offices then delivery may take longer.

Please refer to our Shipping Rates for details on Non UK Mainland and Remote Location postcodes.

EVRi will collect and deliver mail on most days of the year, including Saturdays. However, they don't usually collect or deliver on Bank Holidays and Public Holidays.

I still haven’t received my item.

Check that you haven’t received a card from the courier if you were out. If the item was sent to your home, ask anyone else living there if they accepted the delivery. Please also check if the item has been left with a neighbour, or in your Safeplace (if you have one).

If the item was sent to your work address, check with the post room and your colleagues to see if someone accepted the delivery.

Still missing?

If your item is still missing and a reasonable amount of time has passed, then it may be considered lost. Please contact us and we will look into this further for you.

What is classed as a reasonable amount of time to class as missing? 

EVRi - Please contact us once 5 working days have past from the date of dispatch.

UPS / DHL Express (International)- Please contact us after 5 working days have past from the date of dispatch.

My item is shown as delivered, but it hasn’t been received.

Check that you haven’t received a card from the courier if you were out. If the item was sent to your home, ask anyone else living there if they accepted the delivery. Please also check if the item has been left with a neighbour, or in your Safeplace (if you have one).

If the item was sent to your work address, check with the post room and your colleagues to see if someone accepted the delivery.

Please note: we cannot be held responsible for third-party involvement when a delay occurs.

Contact Us

Missed Delivery

EVRi

A maximum of 3 delivery attempts will be made before the order is "returned to sender".

We will refund the item only on receipt of the returned item; we will not refund until the item has been received safely even if the courier has advised that it has been returned to sender.

Original postage costs will not be refunded. Please refer to the "EVRi Customer Error/Refusal Charges" section for additional fees.

UPS / DHL Express (International)

If you were not in when delivery was attempted the courier will post an attempted delivery card but will attempt delivery the following working day. 

If this is again unsuccessful the card left will explain why delivery couldn’t be made and advises how you can arrange redelivery at a convenient time.

Please note: UPS will only hold an item for 7 working days until returning to sender. We will not refund until the item has been received safely even if the courier has advised that it has been returned to sender. Please allow 30 working days for the refund to be processed, in the event the courier has applied delivery refusal or other return fees. Any fees applied will be deducted from refund. (Please refer to UPS fees) 

Contact Us

Returning an Item

UK and International return queries please refer to our returns policy.

We are unable to offer an exchange on orders unless faulty. If you’ve changed your mind on your purchase, please refer to our returns policy. 

Please note unless faulty you will need to pay for return postage (if outside the UK) and the original delivery charge will not be refunded. If correct postage has not been applied on the returned item then additional fees occurred will be deducted from final refund.

Returns Policy

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