Shipping & Returns

Shipping

We dispatch all orders from our workshop in Suffolk, United Kingdom.

UK Delivery

Standard delivery is sent via Royal Mail 2nd Class or equivalent courier and typically arrives within 2–4 working days of dispatch. We also offer Royal Mail 1st Class for faster delivery — select your preference at checkout.

International Delivery

We ship worldwide. International orders are sent via Royal Mail International or tracked courier depending on destination. Delivery times vary by country:

  • Europe: 5–10 working days
  • USA & Canada: 7–14 working days
  • Australia & New Zealand: 10–20 working days
  • Rest of World: 10–21 working days

Please note that international customers may be subject to import duties and taxes, which are the responsibility of the recipient.

Dispatch Times

Most orders are made and dispatched within 1–3 working days. Lithophane photo lights require 3–5 working days due to 3D print time. We'll always let you know if there's any delay.

During busy periods (Christmas, Valentine's Day, Mother's Day) please allow extra time and order early to avoid disappointment.

Returns & Refunds

Personalised & Custom Orders

Because every Torch & Grain product is made to order and personalised specifically for you, we are unable to accept returns or exchanges on personalised items unless the product arrives damaged or there is an error on our part.

Please double-check all personalisation details before submitting your order. We always confirm details with you before production begins where the personalisation is complex.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 14 days of delivery at sales@torchandgrain.com with:

  • Your order number
  • A clear photo of the damage or issue
  • A brief description of the problem

We will offer a replacement, repair, or full refund at our discretion. We take real pride in what we make and will always put things right.

Non-Personalised Items

Non-personalised items may be returned within 14 days of delivery in their original condition. Please contact us before returning anything so we can arrange the return and confirm eligibility.

Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

Contact Us

For any queries about your order, shipping, or returns, please email us at sales@torchandgrain.com. We aim to respond to all emails within 1 working day.