Shipping policy
Shipping Policy
This policy explains our delivery charges, dispatch times and what happens if a delivery is delayed or cannot be located.
Nothing in this policy limits your statutory rights.
UK Delivery Charges
- Standard delivery is free on orders over £50.
- Orders of £50 or less are charged £3.49 for standard delivery.
- Any alternative or upgraded delivery options and their charges will be shown at checkout where available.
Dispatch Times
- In-stock orders are usually dispatched on the next business day.
- During busy periods, dispatch may take up to two business days.
- Business days exclude Saturdays, Sundays and public holidays in England.
If you need an order urgently, please contact us at hello@torsstory.com before ordering or as soon as possible afterwards. We will do our best to help, but cannot guarantee an expedited dispatch or delivery unless this has been expressly agreed with you.
Delivery Times
After dispatch, standard UK delivery will usually arrive within approximately two to three business days. This is an estimate rather than a guaranteed delivery date.
Delivery may take longer because of carrier disruption, severe weather, peak periods, remote destinations or other circumstances outside our reasonable control.
Unless we agree a different delivery period with you, we will deliver your order without undue delay and normally no later than 30 days after the contract is formed.
A tracking number will be emailed when your order has been dispatched. Some orders may require a signature or another form of delivery confirmation.
Pre-orders and Mixed Orders
Products offered for pre-order will show an estimated dispatch date on the product page or in the information provided before purchase.
Where an order contains both in-stock and pre-order items, the order may be held until all items are available or sent in separate parcels. The expected arrangement will be shown or communicated where reasonably possible.
Pre-order dates are estimates and may change. If there is a significant delay, we will provide updated information and you may cancel the affected item before dispatch for a full refund.
Channel Islands
We deliver to Jersey and Guernsey where a delivery option is available at checkout.
Jersey and Guernsey are separate customs jurisdictions and are outside the United Kingdom VAT area. Orders may require customs information and may be subject to local taxes or charges.
Unless expressly stated otherwise at checkout:
- local import taxes, duties and customs charges are not included in the amount paid to Tor's Story;
- any properly imposed local charges are the recipient’s responsibility; and
- customs processing may extend the delivery time.
For Jersey orders, Jersey GST may be payable where the applicable rules and import threshold require it. For retailers that are not registered for Jersey GST, Jersey currently applies a £60 import threshold, with postage, insurance and freight included when valuing the consignment. If the threshold is exceeded, GST is payable on the whole taxable value rather than only the amount above £60. These rules may change. :contentReference[oaicite:1]{index=1}
Customers are responsible for providing any information reasonably requested by the local customs authority or delivery operator.
International Delivery
For destinations other than the United Kingdom, Jersey and Guernsey, please contact hello@torsstory.com before ordering to ask about availability and pricing.
International orders may be subject to local taxes, duties, customs charges and customs delays. We will explain the applicable delivery arrangements before accepting an order where delivery is arranged manually.
Delivery Address
Please provide a complete and accurate delivery address at checkout. Contact us promptly if you notice an error.
We cannot guarantee that an address can be changed after an order has been dispatched.
If an order is returned because the address supplied was incomplete or incorrect, we may ask you to pay the reasonable cost of redelivery. We will not charge this where the failed delivery was caused by us or the carrier acting on our behalf.
Risk and Delivery
The goods remain at our risk until they are delivered into your physical possession or to a person you have identified to receive them.
If you give the carrier a specific instruction to leave the parcel in a safe place, with a neighbour or at another nominated location, delivery to that authorised location may be treated as delivery to you.
Missing Parcels and Tracking Showing Delivered
If tracking shows that your parcel has been delivered but you cannot locate it, please:
- check with anyone else at the delivery address;
- check any nominated safe place, porch, shed or outbuilding;
- check with immediate neighbours where appropriate; and
- review any available delivery photograph, GPS information, signature or tracking update.
If the parcel still cannot be found, contact us promptly at hello@torsstory.com.
We will investigate the delivery with the carrier. We may reasonably ask you to complete a missing-item declaration confirming that the parcel was not received and to provide any information needed for the investigation.
Carrier investigations commonly take several working days, but the timeframe can vary. We will keep you updated and will not unreasonably delay resolving the matter.
The carrier investigation helps us establish what happened, but your rights against Tor's Story do not depend on whether the carrier compensates us or formally accepts our claim.
If the goods were not delivered to you, to someone you nominated, or to a location validly authorised by you, we will provide an appropriate replacement or refund.
Knowingly providing false information may be treated as fraud and may be reported to the carrier, payment provider or relevant authorities. This does not affect genuine claims.
Delayed Parcels
If your order has not arrived within the estimated delivery period, please check the tracking information and contact us.
A short carrier delay does not necessarily mean that a parcel is lost. We may ask the carrier to investigate or allow a reasonable period for an overdue parcel to arrive.
If delivery becomes substantially delayed, or the agreed delivery deadline is missed, you may have the right to cancel and receive a refund in accordance with consumer law.
Damaged Parcels
If an item arrives damaged, please contact us as soon as reasonably possible at hello@torsstory.com.
Please include your order number and, where practical, photographs of the item and packaging. Photographs help us investigate the damage but do not limit your statutory rights.
Faulty, damaged, incorrect or misdescribed items are handled under our Refund and Returns Policy.
Contact Us
Email: hello@torsstory.com
Tor's Story Limited
22 Church Road
West Mersea
Colchester
CO5 8QH
United Kingdom