Lighter Torch (Honest)
Lighter Torch (Honest)
All of our hemp products are handled with the best care.
1.1 We use Royal Mail and DHL for UK deliveries.
1.2 For Standard delivery which is free for our customers, our aim is to prepare your order and despatch it within 2 working days [Monday to Friday excl. bank holidays], which means that you receive your order within 2 to 5 working days from the date it was despatched. This may not always be possible depending on the volume of orders on our system, so if your order has not been despatched within 3 working days, please contact us directly.
1.3 If your order value is below £100 and you have selected standard delivery, your order will be despatched with Royal Mail.
1.4 If your order value exceeds £100 or contains any large items and you have selected standard delivery, your order will be despatched with DPD Tracked.
1.5 Orders despatched on a Royal Mail Service are NOT tracked and can take up to 5 working days to be delivered.
1.6 Orders despatched with DPD are tracked and will require a signature on delivery. Once despatched, delivery will take place within 2-3 working days.
1.7 For Next Day deliveries £7 [UK only], orders received before 1.00pm (Mon - Thurs) will be processed and despatched on a priority basis to ensure it reaches you within 1 working days. Please make sure you are at the delivery address within the time frame from purchase to accept the order as a signature will be required. Our shipping department is open Monday to Friday (excl. bank holidays), meaning an express order placed after 1.00pm on a Thursday but before 1.00pm on a Friday, will be scheduled for delivery the following Monday (excl. bank holidays). Our Next Day Delivery service is handled by DPD; we aim for you to receive your order within 1 working days (Mon-Fri). DPD will contact you by email to help you track your order once it has been despatched. Our Next Day delivery service DOES NOT guarantee your order for next day delivery, if it was placed after 1.00pm (Mon - Thurs).
1.8 We will use all reasonable endeavours to ensure these times are met, but cannot be held responsible for despatched parcels delayed by third parties, for example due to poor weather conditions.
1.9 If you do not receive your order within 5 working days from the date of despatch, please contact our Customer Services at firstname.lastname@example.org , We would request that you contact as soon as possible and within 15 days of placing your order. If you contact us outside of this time frame, we are unable to track your order or provide any reimbursement.
1.10 We will replace lost or damaged orders free of charge unless the order is shown as delivered by the couriers tracking.
1.11 If your order is returned to us due to several failed delivery attempts, non-collection or an insufficient/incorrect address, we cannot refund any shipping costs.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as flower, CBD extracts, rolling papers, CBD products and vape cartridges.
Once we receive your return please allow us 1 working to inspect the products to ensure they are in resalable condition.
To complete your return, we require your five digit order number as proof of purchase.
Please do not send your purchase back to the manufacturer.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 working days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund reflects in your bank account.
Next contact your bank. There is often some processing time before a refund is reflected in your account.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and we will provide you with a return address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.