Pre-Order Policy

Pre-Order Policy

This policy explains how pre-orders work when purchasing from Tor's Story. It applies alongside our Terms and Conditions, Refund and Returns Policy and Shipping Policy.

Nothing in this policy limits or excludes your statutory rights.

What Is a Pre-Order?

A pre-order allows you to purchase an item before it is available for immediate dispatch. The product page will make clear when an item is being sold as a pre-order and will provide an estimated dispatch date or dispatch period.

Payment

Full payment is taken when you place a pre-order.

Your order confirmation will show the amount paid, the products ordered and the delivery details provided at checkout.

Estimated Dispatch Dates

Any pre-order dispatch date or period is an estimate based on the information reasonably available to us at the time of purchase.

Pre-order dates may change because of manufacturing, shipping, customs or other supply-chain delays. Where a delay is significant, we will contact you with updated information.

By placing a pre-order, you agree that delivery may take place later than our usual delivery timeframe and within the estimated period shown on the product page or otherwise agreed with you.

Cancelling a Pre-Order Before Dispatch

You may cancel a pre-order at any time before it is dispatched and receive a full refund of the amount paid for the cancelled item.

To cancel, email hello@torsstory.com with your order number and the item you wish to cancel.

We will process the refund to the original payment method without undue delay. Your bank or payment provider may take additional time to show the refund in your account.

After Dispatch

Once a pre-order has been dispatched, we may no longer be able to stop or redirect the parcel.

You may still exercise any applicable cancellation and return rights after receiving the item in accordance with our Refund and Returns Policy.

Delayed Pre-Orders

If the estimated dispatch date changes, we will provide an updated estimate where reasonably possible.

If a significant delay occurs, you may:

  • continue with the pre-order and wait for the revised dispatch date; or
  • cancel the affected item before dispatch and receive a full refund.

If we are unable to supply the product, we will cancel the affected item and issue a full refund.

Orders Containing Pre-Order and In-Stock Items

If your order contains both pre-order and in-stock products, the expected dispatch arrangement will be shown or communicated where reasonably possible.

We may:

  • hold the order until all products are available; or
  • send the available products separately.

You will not be charged additional delivery fees merely because we decide to send an order in more than one parcel.

If you need an in-stock item sooner, please contact us before placing the order or as soon as possible afterwards. We cannot guarantee that an order can be separated once processing has begun.

Changes to a Pre-Order

Please contact us promptly if you need to change the delivery address or other order details.

We cannot guarantee that changes can be made after the order has entered processing or been dispatched.

Faulty, Damaged or Incorrect Pre-Order Items

Pre-order products have the same statutory protections as other products.

If an item is faulty, damaged, incorrect, unsafe or materially different from its description, please contact us at hello@torsstory.com. We will resolve the matter in accordance with our Refund and Returns Policy and your rights under consumer law.

Missing Pre-Order Parcels

Once dispatched, delivery problems and missing parcels are handled in accordance with our Shipping Policy.

We may reasonably ask you to provide information or complete a missing-item declaration to assist with a carrier investigation. This does not remove or reduce your consumer rights or make your remedy dependent on whether the carrier compensates us.

Contact Us

If you have any questions about a pre-order, please contact us at hello@torsstory.com.