Shipping policy
Torwick offers free UK shipping, with an estimated delivery time of 4–7 business days. This policy explains our delivery arrangements and how to get help with your order.
For shipping enquiries, contact info@torwick.co.uk
UK Delivery and Shipping Costs
Standard shipping is free on all orders delivered within the United Kingdom. No delivery charge is added for this service at checkout.
Please check that your delivery address is complete and correct before placing your order, including your house or building number, street name and postcode.
Estimated Delivery Time
Please allow 4–7 business days for your order to arrive.
Business days are Monday to Friday, excluding UK bank holidays. Saturdays, Sundays and bank holidays do not count towards the estimated delivery timeframe.
Delivery times are estimates rather than guaranteed arrival dates. Busy periods, severe weather and courier disruption can occasionally affect delivery. If you need an item for a particular date, please allow additional time when ordering.
Any different delivery timeframe specifically agreed with you will take precedence over the standard estimate.
Order Confirmation and Preparation
After placing your order, you will receive an order confirmation at the email address provided at checkout. Please review the items ordered and your delivery details.
If you notice an error, email info@torwick.co.uk as soon as possible and include your order number.
Orders are prepared before being handed to the delivery service. If an issue prevents us from fulfilling your order as expected, we will contact you to explain the situation and the available options.
If you cannot find your confirmation email, check your spam or junk folder before contacting us.
Dispatch and Tracking
Where tracking is available, we will provide the tracking details so you can follow your parcel’s progress.
Tracking may not update immediately when a parcel is dispatched. An initial status can remain unchanged until the delivery service receives or scans the parcel.
If tracking is unclear or appears to have stopped updating, contact us with your order number. We will check the delivery status and help with the next steps.
Changes to Your Delivery Address
If you need to change your delivery address, email us as soon as possible after ordering.
We will try to update the address before dispatch, but changes cannot be guaranteed once the parcel has entered the delivery network.
Please include:
- Your order number.
- The name and email address used for the order.
- The full corrected delivery address.
If an incorrect or incomplete address causes a delivery problem, contact us so we can establish what has happened and discuss the available options.
Delayed Deliveries
If your order has not arrived within the estimated 4–7 business day timeframe, please email info@torwick.co.uk
Include your order number and any tracking information you have. We will investigate the delay and keep you informed of the next steps.
You do not need to contact the courier yourself before asking us for help. A delivery delay does not remove your statutory consumer rights.
Parcels Marked as Delivered
If tracking shows your parcel as delivered but you cannot find it:
- Check the delivery address on your order confirmation.
- Look for a delivery card or notification.
- Check whether someone at your address accepted the parcel.
- Check any delivery location shown in the tracking information.
If the parcel is still missing, contact us. We will investigate with the delivery service rather than treating a tracking update alone as proof that you received your order.
Lost Parcels
If a parcel appears to be lost in transit, contact us with your order number.
We will investigate and arrange an appropriate resolution, which may include a replacement or refund. Torwick remains responsible for resolving loss or damage during delivery arranged by us, subject to your statutory rights.
Damaged, Incorrect or Incomplete Orders
Please check your order when it arrives. If an item is damaged, incorrect or missing, email us as soon as reasonably possible.
Include your order number, a description of the issue and, where possible, clear photographs of the item and packaging. Photographs can help us understand what happened and resolve the issue.
Keep the packaging while the matter is being reviewed if you can. Being unable to provide photographs or retain packaging does not automatically prevent you from receiving help or exercising your legal rights.
Cancellations and Consumer Rights
If you wish to cancel an order, contact us promptly. We may be unable to stop a parcel that has already been dispatched, but this does not remove any cancellation or return rights you have under UK consumer law.
Nothing in this shipping policy limits your statutory rights, including your rights relating to goods that are faulty, damaged, incorrectly supplied or not delivered.
Contact Torwick
For delivery updates, address changes or problems with an order, email:
info@torwick.co.uk
Please include your order number so we can locate your purchase and help you.