Shipping policy

At Thorne & Finch, our products are usually personalised and made to order.

This policy explains how production, shipping and delivery work. It should be read together with our Terms of Service and Returns & Refunds Policy.

If you have any questions about your order, please contact us at hello@thorneandfinch.com.

1. Order timeline

For approval-based personalised artwork products, your order timeline usually includes:

1. artwork creation;

2. customer review and revisions;

3. artwork approval;

4. production;

5. dispatch and delivery.

We usually send your first artwork preview within 2 days of your order being placed.

Customers may also choose our optional Skip the Queue add-on at checkout. Orders with this add-on are prioritised in our design workflow and can reach the artwork approval stage in less than 6 hours, although this timing is an estimate and not guaranteed.

Production begins once your artwork has been approved.

For live-rendered, instant-preview, template-based or pre-built personalised products, production may begin shortly after your order is placed.

2. Estimated production and delivery times

Delivery estimates vary depending on the product, delivery destination, production location, shipping method, local carriers and whether artwork approval is required.

For approval-based artwork products, the estimates below start once your artwork has been approved and your order has entered production.

For countries not listed above, delivery times will vary depending on destination, production availability and local carriers. Estimated delivery times may be shown at checkout where available.

These are estimates only and are not guaranteed unless we expressly state otherwise.

If you request revisions or take longer to approve your artwork, your overall delivery time may be extended.

3. Artwork previews and approval

For approval-based artwork products, we usually send your first artwork preview within 2 days.

If you request revisions, we will update your artwork as quickly as reasonably possible. Revision timing may vary depending on the request and order volume.

Production will not usually begin until your artwork has been approved.

Once your artwork has been approved or your order has been sent to production, we may be unable to make changes to the artwork, product, size, frame, delivery address or shipping method.

4. Shipping costs

Shipping costs are shown at checkout before you complete your order.

We may offer free shipping promotions from time to time, including free shipping when your order reaches a qualifying spend threshold.

Unless a free shipping offer applies, standard shipping charges may apply. The shipping price you agree to pay will be the price shown at checkout when you place your order.

5. Production and fulfilment

Where available, we may use local or regional production and fulfilment partners to produce orders closer to the delivery destination.

This helps us fulfil orders efficiently, but production and delivery times may still vary depending on product type, destination, supplier availability, carrier services and seasonal demand.

6. Tracking

Once your order has been dispatched, you may receive a shipping confirmation email with tracking information, where tracking is available.

Tracking updates are provided by delivery partners and may take time to appear after dispatch.

7. Delivery address

You are responsible for providing a complete and accurate delivery address when placing your order.

If you notice an address error after placing your order, please contact us as soon as possible at hello@thorneandfinch.com. We will do our best to help, but changes may not be possible once your order has been sent to production or dispatched.

If an order is delayed, returned, lost or delivered incorrectly because of an incorrect or incomplete address supplied by you, we may be unable to offer a free replacement or refund unless required by applicable consumer law.

8. International orders

Some international orders may be subject to customs duties, import taxes, local taxes, handling fees or other charges depending on the destination country, fulfilment location and local rules.

Unless expressly stated otherwise at checkout, any such charges are the customer’s responsibility.

International delivery times may vary due to customs, local carriers, import processes or other factors outside our control.

9. Delays, lost parcels or damaged parcels

Delivery estimates are not guaranteed, and delays can happen.

If your order appears to be significantly delayed, lost or damaged in transit, please contact us at hello@thorneandfinch.com with your order number.

For damaged orders, please keep the product and packaging until we have reviewed the issue. We may ask for photos of the product, packaging and delivery label so we can investigate the issue with our production, fulfilment or delivery partners.

Where required by applicable consumer law, or where we determine that an appropriate remedy is due, we may offer a replacement, reprint, refund, partial refund, store credit or another suitable solution depending on the circumstances.

10. Multiple items

If your order contains multiple items, they may be produced or shipped separately.

This means items from the same order may arrive in separate parcels and at different times.

11. Contact us

For questions about shipping, delivery, tracking or a delayed order, contact us at:

Thorne & Finch
Email: hello@thorneandfinch.com

Please include your order number so we can review your order quickly.