Shipping & Returns
We want ordering from Thorn Wood Forge to be clear and straightforward. This page explains how we prepare and deliver orders, how age-restricted products are handled and what to do if you need to return something.
If you have any questions about an order, contact us at admin@thornwoodforge.com.
ORDER PROCESSING
In-stock products are normally prepared for dispatch within 3-5 working days.
Many Thorn Wood tools are made in small batches or made to order. Where a product has a longer production time, the estimated lead time will be shown on its product page.
Lead times are estimates rather than guaranteed delivery dates. If something changes significantly after you order, we will contact you as soon as possible.
Orders containing products with different lead times will normally be dispatched together when the complete order is ready. Contact us before ordering if you would like available items sent separately.
UK DELIVERY
Delivery charges are calculated at checkout based on the products ordered and the delivery destination.
Once your order has been dispatched, you will receive a confirmation email containing tracking information where available.
Estimated delivery after dispatch:
- Standard UK delivery: 3-5 working days
- Highlands, islands and remote areas may take longer
- Larger or unusually heavy orders may require a specialist delivery service
We currently deliver to the UK destinations offered at checkout. If your address is not accepted, contact us before placing your order.
AGE-RESTRICTED PRODUCTS
Axes, knives and certain other bladed products may only be purchased by customers aged 18 or over.
By ordering an age-restricted product, you confirm that you are at least 18 years old and that the information supplied during checkout is accurate.
Age and identity verification may be required before your order is accepted or dispatched. This may include providing an accepted photographic identity document and additional information needed to confirm that you are the document holder.
Age-restricted orders are sent using an appropriate tracked delivery service. The courier will require valid photographic identification before handing over the parcel. Where required, delivery will only be made to the named purchaser.
Age-restricted parcels:
- Cannot be left unattended or in a safe place
- Cannot be left on a doorstep
- Cannot be delivered to a neighbour
- Cannot be delivered to a parcel locker
- Must be accepted by the eligible recipient with suitable identification
If the courier cannot complete the required checks, delivery will be refused. Additional charges may apply if the parcel needs to be redelivered or returned to us.
Any information collected for age verification will be handled in accordance with our Privacy Policy.
INTERNATIONAL DELIVERY
We only deliver to countries and regions shown as available at checkout.
Restrictions surrounding axes, knives and other bladed tools vary between countries. We may decline or cancel an order if we cannot deliver it safely and lawfully to the destination provided.
International orders may be subject to customs duties, import taxes and local handling fees. Unless otherwise stated at checkout, these charges are the responsibility of the recipient.
TRACKING AND MISSED DELIVERIES
Where tracking is available, it will be sent by email after dispatch.
Please ensure your delivery address is complete and accurate. We cannot accept responsibility for delays caused by incorrect or incomplete information supplied during checkout.
If an age-restricted delivery is missed, follow the courier’s instructions to arrange another delivery attempt. Identification will still be required.
DAMAGED, MISSING OR INCORRECT ORDERS
Please inspect your order as soon as it arrives.
If something is damaged, faulty, missing or incorrect, contact us at admin@thornwoodforge.com as soon as possible. Include:
- Your name
- Order number
- A description of the issue
- Clear photographs of the product and packaging
Do not use a tool that you believe may be damaged or unsafe.
We will assess the issue and arrange an appropriate repair, replacement or refund. Where an item is faulty or has been supplied incorrectly, we will cover reasonable return costs.
CANCELLING AN ORDER
If you need to cancel or amend an order, contact us as soon as possible.
We cannot guarantee that changes can be made after production or dispatch has begun. Different cancellation rights may apply to products made to your specification or clearly personalised for you.
CHANGE-OF-MIND RETURNS
For eligible products purchased online, you can tell us that you wish to cancel within 14 days of receiving your order.
After notifying us, you must return the product within a further 14 days.
To qualify for a full change-of-mind refund, products should be:
- Unused and undamaged
- Returned with all included parts and accessories
- Securely packaged for transport
- In their original packaging where reasonably possible
You may inspect a product as you would in a shop, but we may reduce the refund if it has been used, damaged or handled more than reasonably necessary.
You are responsible for the cost and safe return of change-of-mind items. We strongly recommend using a tracked and insured service appropriate for the type and value of the product.
Please contact us before returning any axe, knife or bladed tool so that we can provide suitable return instructions.
MADE-TO-ORDER AND PERSONALISED PRODUCTS
Products made to your individual specification or clearly personalised for you cannot normally be cancelled or returned because you have changed your mind.
This does not affect your legal rights where a product is faulty, damaged, incorrectly supplied or not as described.
A standard product is not automatically excluded from returns simply because it was made after the order was placed. Any applicable restriction will be made clear on the product page before purchase.
REFUNDS
Once an eligible return has been received and inspected, we will confirm whether the refund has been approved.
Approved refunds will be made to the original payment method. We aim to process refunds within 14 days of receiving the returned goods or receiving evidence that they have been sent back, where applicable.
For eligible change-of-mind cancellations, we will refund the basic standard delivery charge. Additional amounts paid for express or upgraded delivery are not normally refundable.
Your bank or payment provider may take additional time to show the refund in your account.
COURSE BOOKINGS
Blacksmithing course bookings, deposits, balance payments, transfers and cancellations are covered by our separate Course Terms & Conditions.
Course deposits are not treated as physical product returns. Please read the Course Terms and Conditions before booking.
HOW TO START A RETURN
Email admin@thornwoodforge.com before sending anything back.
Include your order number, the item you wish to return and the reason for the return. We will provide the appropriate return instructions and address.
Do not return an age-restricted product without contacting us first.
YOUR STATUTORY RIGHTS
Nothing in this policy limits or removes your statutory rights under UK consumer law.
CONTACT
Thorn Wood Forge Ltd
Hinton St George
Somerset
TA17 8TL
Email: admin@thornwoodforge.com
Telephone: 0788 921 2631