Shipping Policy

EVRi delivery method (3 to 5 working days) are available for all UK orders - charged at £4.49.

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

Business Addresses

TORRO do not accept responsibility for any delays to orders which are shipped to a non-residential address (e.g. a business location) where delivery is attempted outside of business hours.

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 initiate further investigation.

We will then open a case with EVRi, this can often lead to an investigation by EVRi which can often take 3-5 working days for an outcome / further information to be received.

Amazon Fulfilment Centres

If an Amazon fulfilment centre is closer to your location and the item is in stock then we reserve the right to dispatch from that Amazon fulfilment centre to expedite delivery without notification.

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

There is an additional charge of £7.50 for this method of delivery.

If this method of postage is selected, then your order must be placed before 1:30pm Mon-Fri (excluding Bank Holidays) and DHL 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.

Business Addresses

TORRO do not accept responsibility for any delays to orders which are shipped to a non-residential address (e.g. a business location) where delivery is attempted outside of business hours.

Amazon Fulfilment Centres

If an Amazon fulfilment centre is closer to your location and the item is in stock then we reserve the right to dispatch from that Amazon fulfilment centre to expedite delivery without notification.

Dispatch

We do not dispatch any orders on Saturday or Sunday, or UK Bank Holidays. 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.

All duties and taxes imposed by the US are the responsibility of the recipient. TORRO are not responsible for collection or payment of these charges.

Failure to settle the charges imposed by the US customs authority will lead to the order being abandoned and no refund will be provided.

If you have any questions please contact us on customercare@torro.co.uk

EU Customer Notice

We currently no longer ship to EU countries from this website. Instead please use one of our regional stores (which ship to all EU destinations).

• TORRO Deutschland
• TORRO France
• TORRO Italia
• TORRO España
• TORRO Nederlands
• TORRO Ireland

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 reserve the right to dispatch from that Amazon fulfilment centre to expedite delivery without notification.

Business Addresses

TORRO do not accept responsibility for any delays to orders which are shipped to a non-residential address (e.g. a business location) where delivery is attempted outside of business hours.

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.

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.

Customs duty may be applied and varies based on the destination country. Any import duties and taxes will be paid locally by the recipient. 

Business addresses may be subject to additional import duties and taxes to be paid by the receiver in the destination country.

Import and customs charges may be imposed by the local customs authority and collected by the courier on their behalf. We are not responsible for the fees imposed which are to be paid by the receiver. We have no control over the charges imposed by the destination country.

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.

To ensure we adhere to the high standards you know and love at TORRO, we may require up to 48 hours to prepare and quality check your order.

Personalisation items are non-returnable, so please take the time to ensure your initials, finish and accessory choice are correct before placing your order.

Orders cannot be cancelled once processed on day of dispatch. Please see our returns policy for further information.

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 and/or DHL 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.

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.

If multiple reasons are established from the below points then a cumulative total will be deducted.

• 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

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.

DHL Domestic Express - Please contact us once 3 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

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.

DHL Domestic Express

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 / DHL Domestic Express 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

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