Shipping policy

A comprehensive Shipping Policy tailored for Toasted Merch is detailed below, incorporating your Norwich workshop production setup, DHL courier dispatch, and UK commercial regulations for bespoke items.

Toasted Merch Shipping & Delivery Policy

Every item at Toasted Merch is custom laser engraved to order in our Norwich workshop. Because our products are made to your exact specifications, shipping times consist of two stages: Production Lead Time and Transit Time.

1. Production & Dispatch Lead Times

  • Artwork Approval Required: Production lead times begin only after you have reviewed and formally approved your digital artwork proof in writing.

  • Standard Workshop Production: Custom orders typically spend 3 to 7 working days in production (cutting, engraving, sanding, and hand finishing) before dispatch.

  • Large & Bulk Orders: Orders exceeding standard unit thresholds or requiring custom timber stock may require extended lead times. Estimated turnaround times will be confirmed during the quote and proofing stage.

2. UK Delivery Methods & Rates

We use tracked courier services (primarily DHL) to ensure your custom woodwork arrives safely.

Destination Delivery Method Estimated Transit Time Shipping Fee
UK Mainland Tracked Courier (DHL) 1 to 2 working days Calculated at checkout based on weight
Highlands & Islands Tracked Courier 2 to 4 working days Calculated at checkout based on weight
Once your order leaves our workshop, you will receive an automated email notification containing your courier tracking number.

3. Order Tracking & Delivery Expectations

  • Signature Upon Delivery: High-value or bulky orders may require a signature upon arrival.

  • Courier Delays: Transit times are estimates provided by carrier services. While we ensure prompt dispatch from our workshop, Toasted Merch cannot be held responsible for carrier delays caused by adverse weather, traffic disruptions, or peak seasonal volumes.

4. Damaged or Lost Packages

We inspect every order before packing to ensure high quality and safe transit.

  • Damaged in Transit: If your package arrives visibly damaged, please take clear photos of both the outer packaging and the affected products within 7 days of delivery. Contact us immediately at toastedmerchuk@gmail.com so we can arrange a priority workshop rerun.

  • Non-Delivery / Missing Parcels: If your tracking information states that your package was delivered but you have not received it, please check with nearby premises or contact us within 7 days of the marked delivery date.

5. Address Accuracy

Please verify your delivery address before approving your order details. Toasted Merch is not responsible for misdelivered packages resulting from incomplete or incorrect shipping details provided by the customer. If a parcel is returned to our workshop due to an incorrect address, an additional shipping fee will apply to re-dispatch the item.

6. International Shipping & Customs Duties

We ship selected items internationally upon request.

  • Import Duties & Taxes: For orders shipped outside the United Kingdom, the recipient is the importer of record and must comply with all laws and regulations of the destination country.

  • Customs Fees: Import duties, taxes, and handling fees are not included in the item price or shipping cost. These charges are the sole responsibility of the customer and are collected by the local carrier or customs authority upon entry.

7. Contact Us

If you have any questions about production timelines, courier tracking, or international shipping rates, please contact our team:

  • Email: toastedmerchuk@gmail.com

  • Workshop Address: Toasted Merch, Norwich, Norfolk, United Kingdom