Shipping Policy

We offer the following tracked delivery services for eligible UK mainland addresses:

• EVRi Standard Delivery (3–5 working days) - £4.49
• DHL Domestic Express (1–2 working days) - £8.99
• Non-UK Mainland (3-5 Working Days)  - £7.50

Delivery estimates are calculated from dispatch, rather than the date your order is placed.

EVRi Standard Delivery

Our standard UK delivery service is provided by EVRi and includes parcel tracking and delivery notifications.

EVRi aims to deliver within 3–5 working days of dispatch. Where supported by the courier, customers may be able to nominate a safe place or make alternative delivery
arrangements.

Some remote locations may require additional delivery time or charges. Please refer to our Shipping Rates page for further information.

DHL Domestic Express

For customers requiring faster delivery, DHL Domestic Express offers an estimated delivery time of 1–2 working days from dispatch.

This is a tracked service, with delivery updates provided using the contact details supplied at checkout.

DHL Domestic Express may not be available for certain destinations, including the Scottish Highlands and non-mainland UK locations. Available delivery options will be displayed at checkout.

Delivery times are estimates unless a specific delivery date has been expressly agreed.

Non-UK Mainland

Deliveries to the Channel Islands, the Isle of Man, British Forces and other remote destinations will be dispatched using Royal Mail Tracked 48.

Once your order has been dispatched, we will send a confirmation email containing your tracking information.

Tracking updates are provided by the delivery company and may take some time to become available after dispatch.

You can use the tracking link to monitor your parcel's progress and view the latest available delivery information.

If your tracking information has not updated for an extended period, or your delivery is later than expected, please contact customercare@torro.co.uk.

Alternative Fulfilment Locations

Where appropriate, TORRO may dispatch orders from an alternative fulfilment location, including an approved Amazon fulfilment centre, to help improve delivery times.

This will not affect the products ordered, the delivery terms agreed at checkout or your statutory consumer rights.

TORRO does not dispatch orders on weekends or UK bank holidays.

Some delivery partners may deliver on Saturdays, although weekend delivery is not guaranteed unless specifically offered and agreed.

Some remote UK mainland postcodes may incur additional shipping charges.

Available delivery services and applicable charges will be displayed at checkout.

For a full breakdown of delivery zones and postcode restrictions, please refer to our Shipping Rates page.

TORRO offers international shipping to eligible destinations outside the UK.

International orders are generally dispatched using DHL Express or UPS, depending on the destination and service availability.

Delivery times vary by country, but many international orders are received within approximately 2–3 working days of dispatch.

These are estimated delivery times and may be affected by customs clearance, local delivery arrangements or circumstances outside the reasonable control of the courier.

International shipping charges depend on the destination, order value and available delivery service.

Please refer to our Shipping Rates page for destination-specific charges and restrictions.

European Union Orders

Customers in the European Union should place their orders through the relevant TORRO regional website:

• TORRO Germany
• TORRO France
• TORRO Italy
• TORRO Spain
• TORRO Netherlands
• TORRO Ireland

Orders to these destinations are not currently dispatched through torro.co.uk.

United States Orders

We do not currently accept orders for delivery to the United States through torro.co.uk.

Customers in the United States should visit our dedicated TORRO USA website.

Remote International Destinations

Some international delivery addresses may be classified as remote locations by our delivery partners and may incur additional shipping charges.

Larger items may also attract a delivery surcharge.

Where an additional charge is required and has not already been agreed at checkout, we will contact you before dispatch.

If you do not wish to proceed with the additional charge, you may cancel the order for a full refund.

We reserve the right to cancel an international order before dispatch where delivery cannot reasonably be arranged. In these circumstances, a full refund will be issued.

International orders may be subject to customs duties, import VAT, local taxes and courier clearance fees imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are not included in the purchase price or shipping fee and are payable by the recipient.

Customers are responsible for paying applicable import charges where this responsibility has been clearly communicated before purchase.

Customs charges are determined by the destination country's authorities and may vary depending on the value and nature of the goods.

Unpaid Customs Duties

If a customer refuses to pay applicable customs charges or fails to complete the required customs clearance process, the shipment may be delayed, returned to TORRO or, in certain circumstances, abandoned or disposed of by the courier or customs authority.

Where a shipment is returned because the recipient declines to pay properly disclosed import charges, TORRO may seek reimbursement of reasonable additional costs directly resulting from that refusal, where permitted by applicable law.

These may include return shipping charges, customs clearance fees and courier handling costs.

Any applicable charges will be assessed individually and explained to the customer. 

If a parcel cannot be recovered because it has been abandoned or disposed of, we will review the circumstances and applicable consumer rights before determining the appropriate resolution.

A refusal to pay customs charges does not automatically result in forfeiture of the entire order value.

For the applicable delivery refusal and return charge breakdowns, please refer to Section 10, Missed, Refused & Returned Deliveries.

Certain products may be available to pre order before their scheduled release or availability date.

Pre-order products will be clearly identified on the product page, together with an estimated dispatch date.

Payment is collected when the order is placed.

Where an order contains both in-stock and pre-order products, the entire order will normally be dispatched together once all items are available.

Estimated dispatch dates may change due to manufacturing, supply or logistical circumstances.

If a significant delay occurs, we will aim to notify you and provide an updated dispatch estimate.

You may cancel a pre-order for a full refund at any time before dispatch.

Your statutory rights concerning agreed delivery dates and delays remain unaffected.

Personalised products may require up to 48 additional hours for preparation and quality checks before dispatch.

This preparation time is separate from the estimated delivery period.

Please check all personalisation details carefully before placing your order, including initials, spelling, colour and finish.

Products made to your specifications or clearly personalised are excluded from the standard statutory change-of-mind cancellation right.

This does not affect your statutory rights where an item is faulty, damaged, incorrectly supplied or otherwise fails to conform to the contract.

For further information, please refer to our Returns Policy.

Please ensure that your delivery address is complete and accurate when placing your order.

TORRO cannot guarantee that an address can be amended once an order has entered the dispatch process.

If you notice an error in your delivery details, please contact our Customer Care team as soon as possible.

Business Addresses

Orders may be delivered to business addresses, provided the courier can access the premises during its normal delivery hours.

Deliveries to business locations may be delayed where premises are closed, access is restricted or no authorised person is available to accept the parcel.

We recommend using a delivery address where someone can receive the order during the courier's normal operating hours.

Restricted Delivery Locations

Certain locations, including some PO boxes, remote destinations or addresses with restricted courier access, may not be supported by all delivery services.

Where we cannot fulfil an order to the address supplied, we will contact you to discuss an alternative.

If a suitable alternative cannot be agreed, the order will be cancelled and a full refund issued.

Additional courier charges resulting from customer-provided address errors may apply as outlined in Section 10.

Where a delivery cannot be completed, our delivery partners may attempt redelivery, offer alternative delivery arrangements or return the parcel to TORRO.

Additional courier charges may arise where delivery fails because a customer provides an incorrect address, refuses delivery or does not complete an agreed delivery requirement.

TORRO reserves the right to recover reasonable additional costs directly attributable to these circumstances, where legally permitted.

The following schedules set out our published charges for common customer related delivery failures.

Charges are not automatic penalties. Any amount charged will be limited to reasonable, evidenced costs attributable to the circumstances and will remain subject to applicable consumer rights.

Missed Deliveries

For UK deliveries, EVRi and DHL will normally attempt delivery up to three times before returning an undeliverable parcel to the sender.

Delivery attempts and collection arrangements vary by courier and destination.

For international deliveries, UPS and DHL Express may hold parcels for a limited period before returning them to the sender. UPS may hold certain undelivered parcels for up to seven working days, depending on the destination and service.

Please follow the instructions in your tracking information or delivery notification to arrange redelivery or collection where available.

If your parcel is returned to TORRO, please contact Customer Care to discuss the available options.

UK Delivery Charges – EVRi & DHL Domestic Express

Where an unsuccessful UK delivery results from circumstances within the customer's control, the following charges may apply:

• Invalid or incorrect delivery address - £5.00
• Recipient refuses delivery - £5.00
• Return to sender - £5.00

Where more than one chargeable event occurs, the relevant charges may be combined, provided they reflect separate, reasonable costs incurred and are legally recoverable.

For example, if a customer refuses delivery and the parcel is subsequently returned to TORRO, the published charges total £10.00.

These charges are separate from the cost of any new delivery requested by the customer.

Where redelivery is agreed, any applicable additional charges will be explained before the order is dispatched again.

International Delivery Charges – UPS & DHL Express

International deliveries may incur higher courier charges when an incorrect address is provided, a delivery is refused or a shipment must be returned to the sender.

The following charges may apply:

• Invalid or incorrect delivery address - £10.00
• Recipient refuses delivery - £20.00
• Return to sender - £10.00

Where multiple chargeable events occur, the relevant charges may be combined, provided they reflect separate, reasonable and evidenced costs and are legally recoverable.

For example, where a customer refuses delivery and the parcel is subsequently returned to TORRO, the published charges total £30.00.

Additional return shipping, customs clearance or courier handling charges may also be incurred. Any such costs will be assessed individually and will not be charged twice.

Customers will be informed of any applicable charges and the reasons for them before a deduction is made from a refund, where legally permitted.

International Order Errors & Additional Handling Costs

Where an international order is returned because of a customer ordering error, refusal of delivery or failure to pay properly disclosed import charges, TORRO may incur additional shipping, processing and handling costs.

Where permitted by applicable law, TORRO reserves the right to recover reasonable, evidenced costs directly attributable to the circumstances.

These costs will be assessed individually rather than applying an automatic percentage-based restocking fee.

Any proposed deductions will be itemised and explained to the customer.

Refunds Following Unsuccessful Deliveries

If an order is returned following an unsuccessful delivery, TORRO will review the circumstances and the customer's applicable statutory rights before calculating any refund.

Where permitted by law, reasonable additional costs directly resulting from a customer-related delivery failure may be deducted from the amount otherwise refundable.

Any applicable deductions will be explained and itemised.

Where the customer has exercised a valid statutory cancellation right, refunds and return costs will be handled in accordance with the relevant consumer legislation.

We will not apply additional charges where the delivery failure results from an error by TORRO or its appointed delivery partner.

Nothing in this section limits your statutory cancellation, delivery or refund rights.

Although we work closely with our delivery partners to provide reliable delivery services, delays can occasionally occur.

Circumstances outside the reasonable control of TORRO or its delivery partners may include:

• Severe weather conditions or natural events.
• Road closures, traffic accidents or transport disruptions.
• Industrial action affecting delivery networks.
• Customs inspections or clearance delays.
• Other unexpected disruptions to courier infrastructure.

These circumstances may affect estimated delivery times, and we cannot guarantee that a particular estimated delivery date will be met where such events occur.

TORRO will continue to assist customers and work with delivery partners to resolve affected shipments.

Your statutory rights relating to delayed or undelivered orders remain unaffected.

When Should I Contact TORRO?

If your order has not arrived within the expected delivery period, we recommend contacting us after the following times:

• EVRi Standard - 7 working days after dispatch
• DHL Domestic Express - 3 working days after dispatch
• International DHL Express / UPS - 5 working days after dispatch

These are recommended contact times only and do not restrict your right to contact us sooner.

Where necessary, TORRO will open an investigation with the relevant delivery partner.

EVRi investigations typically require approximately 3–5 working days, although the time required may vary depending on the circumstances.

We will keep you informed of meaningful updates and work towards an appropriate resolution.

Our Responsibility for Delivery

TORRO remains responsible for ensuring that your order is delivered in accordance with the contract and applicable consumer legislation.

Unless a different delivery period has been agreed, goods must be delivered without undue delay and within 30 days of the contract being formed.

Where delivery is delayed beyond an agreed timeframe, you may have the right to request delivery within an additional reasonable period or cancel your order and receive a refund.

Where delivery by a particular date was essential and this was agreed or clear from the circumstances, you may have the right to cancel without allowing additional time.

Nothing in this policy limits your rights under the Consumer Rights Act 2015 or other applicable consumer legislation.

If your tracking information indicates that your parcel has been delivered but you cannot locate it, please check the following:

• Whether someone at your address accepted the parcel.
• Whether the courier left it in an authorised safe place.
• Whether it was delivered to an agreed neighbour or nominated recipient.
• Whether the courier provided a delivery photograph or additional tracking information.
• For business deliveries, whether the parcel was accepted by reception, a mailroom or another authorised person.

If you are still unable to locate your order, please contact customercare@torro.co.uk.

TORRO will review the available delivery evidence and, where necessary, investigate with the delivery partner.

A parcel being marked as delivered does not, by itself, establish that it has been delivered in accordance with the contract.

Where a parcel has not been delivered to you or a person authorised by you to take possession of it, we will resolve the matter in accordance with your statutory rights.

If your parcel arrives damaged, contains an incorrect item or appears to have been tampered with during transit, please contact us as soon as reasonably possible.

Where available, photographs of the packaging and affected products may help us investigate and resolve the issue more efficiently.

You do not need to contact the courier directly to make a claim.

TORRO will liaise with the relevant delivery partner and arrange an appropriate resolution in accordance with your statutory rights.

For further information about faulty or incorrectly supplied goods, please refer to our Returns Policy.

If you wish to return an item, cancel an order or request a refund, please refer to our Returns Policy.

Our Returns Policy explains the applicable return procedures, cancellation rights, exclusions for certain personalised products, faulty goods and refund arrangements.

The refund of any original delivery charge will depend on the reason for the return and your applicable statutory rights.

Nothing in this Shipping Policy excludes or restricts your rights under UK consumer legislation or other applicable law.

If you have any questions about shipping, tracking, customs charges or delivery problems, please contact our Customer Care team.

Email: customercare@torro.co.uk

Customer Care Hours: Monday–Friday, 9:00 am–3:00 pm (UK time), excluding UK bank holidays.

Please include your order number and a brief description of your enquiry so we can assist you efficiently.

TORRO (B.A.M. Worldwide Ltd)

Unit 4b, New York Way
New York Industrial Park
Newcastle upon Tyne
NE27 0QF
United Kingdom