Getting your goods to you swiftly and safely is of utmost importance to us. That's why we entrust our deliveries to carefully selected couriers. It’s also why we may need to confirm your details with your card issuer when you pay with a credit/debit card, and we can only dispatch your first order to the cardholder’s address or place of work. We will do our best to keep delays to a minimum but reserve the right to cancel an order if a different address is provided. We do this to protect our customers from potential fraud and it may be necessary for us to contact you to request an amendment to the original order details. After your first successful order with us, we will be happy to ship your order to your address of choice.
If you use PayPal to pay for your products, these payment services conduct their own fraud checks, and so you may be able to use an alternative address, however this is not guaranteed.
WHEN AM I CHARGED FOR MY ORDER?
If you choose to pay for your order with a credit or debit card, the payment for your order will not be taken until it has left our warehouse and is on its way to you. If you have opted to checkout with PayPal, payment will be taken at the point of placing your order, for reasons out of our control.
WHAT IF I'M NOT IN WHEN YOU MAKE A DELIVERY?
Don’t worry. If you miss a delivery, a card will be left letting you know how to arrange another delivery or pick up your order in person. If any items are returned to us by Royal Mail or DHL Local as uncollected from the sorting office but you would still like your order, we will contact you to pay a delivery charge before we dispatch it a second time. If we are unable to contact you, we’ll assume you no longer require your order and it will be cancelled.
CAN I TRACK MY ORDER?
If you chose our tracked service and provide us with a mobile number and email address when placing your order, we can pass your details on to the delivery company, so that they can notify you about your delivery.
CAN I HAVE FREE POSTAGE ON MY ORDER?
Postage & packaging costs for standard deliveries within the U.K. are free of charge for all orders over £30.
Below are listed all of the delivery options we offer.
STANDARD UK DELIVERY
We offer free UK delivery on all orders over £30.
We aim to dispatch all orders within 2-5 working days* for standard orders, although most of our orders are dispatched same day.
For our standard delivery service, products are sent out by Royal Mail and delivery will usually be attempted within 2 -5 working days of despatch.
* ‘Working day’ means Monday-Friday, and as such we do not dispatch on weekends or Bank Holidays.
24 HOUR EXPRESS TRACKED UK DELIVERY
With express delivery we can guarantee a same day dispatch window providing the order is placed before 2pm*.
Trusting you provide an email address and mobile number when placing your order, we will notify you of your delivery when your order is dispatched.
Express delivery is charged from £6.95 and is available on all products; simply select the option at Checkout.
* Please note that because our couriers do not operate on weekends and Bank Holidays, we do not include them as working days for the purposes of our above dispatch promise. If you order on a weekend, we will class the Monday as the first working day.
We offer delivery to a large list of countries, but unfortunately if your country is not listed then we do not currently dispatch there. If you would like more information about why your country does not appear on our list, please email us at firstname.lastname@example.org.
The shipping cost for your item(s) will be calculated as you progress through the checkout. This will vary according to location and number of items selected.
LOST ROYAL MAIL PARCEL?
It is very rare for parcels to go missing, but please take note of the following terms:
We will not be able to enter a claim for lost products with Royal Mail until:
1. 15 working days have passed (for UK orders)
2. 25 working days have passed (for orders outside the UK)
LOST DHL LOCAL PARCEL?
If you have not received a parcel dispatched with DHL Local, please let us know as soon as possible, and no later than 10 days from the day we sent you your dispatch email. The quicker we can speak to DHL about a parcel that hasn’t been received, the more likely it is we can resolve the problem.
After 10 days, we are unable to enter any claim for a missing item with DHL. If this time period has elapsed and we haven’t been made aware of an item that hasn’t been received, we will deem the parcel successfully delivered and we will not be able to enter a claim.
We adopt a rigorous quality checking procedure which aims to ensure that the products we dispatch meet the high standards that our customers expect. If you are not happy with the product you have received, please contact us on 01530 447700 or email email@example.com to discuss.
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