Delivery Policy &
Return & refund policy
1.1 In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website by telephone or email.
1.2 This policy shall not create legally enforceable rights and obligations; rather, our usual practice in relation to the delivery of products is indicated in this policy.
2. Delivery methods and periods
2.1 The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
(a) Orders placed via our online shop are dispatched within 1-2 working days
(b) if your delivery address is on the United Kingdom mainland, your order will be delivered by Royal Mail first class post, and the typical period for delivery of products by this method is 1-3 working days. Custom orders discussed via email will be shipped by Royal Mail special delivery. This method of delivery is next working day within the United Kingdom mainland.
(c) International orders are shipped by Royal Mail international shipping. The typical period for delivery of products by this method is 5-7 days but occasionally can take 3-4 weeks to arrive due to customs checks and the time of year. Please be aware that there may be customs charges and import duties due on international orders. We are not responsible for any of these charges.
2.2 The delivery periods set out in this Section 2 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
3. Delivery charges
3.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.
3.2 Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the size and weight of the products in your order.
4. Delivery problems
4.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.
4.2 An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) you provided the wrong address for delivery;
(b) there is a mistake in the address for delivery that was provided;
(c) the address for delivery is not reasonably accessible;
(d) the address for delivery cannot safely be accessed;
(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.
5. Returns and Exchanges
We hope you are delighted with your order but we do understand that sometimes you will want to return an item.
Please notify us within 14 days of receiving your item(s) if you want to make a return by either emailing us on email@example.com or calling us on 07769 895147.
Please return your item in its original condition and packaging to us within 28 days of purchase. Please note that you will be liable for the cost of the return postage. Please obtain proof of postage as we cannot be held responsible for items lost or damaged in transit. Alternatively we can arrange a Parcelforce collection at the cost of £10.00. This cost will be deducted from your refund. Once we receive your return, we will process a refund for the cost of the item(s)
All goods must be returned unused, unopened, in perfect condition (including original packaging) and remain in a re-sellable condition.
6. Damaged Deliveries
We do our best to ensure that our products are wrapped sufficiently to survive its journey to you but we do have to rely on third party companies to deliver your goods to you and breakages unfortunately can happen from time to time.
In the rare occasion that your items have arrived damaged or faulty, please email us on firstname.lastname@example.org along with photos of the damaged or faulty items, within 24 hours of receiving your order. Please do not return damaged or faulty items without contacting us first as we will be unable to refund any postage costs.
Refunds will be processed within 28 days of receiving the goods back from you. The refund will be made via your original method of payment.