Shipping & Returns
Shipping & Returns
1. Shipping and Handling
It is our aim to offer a fast and reliable delivery service, using the method specified in the checkout procedure. The cost of your delivery is automatically calculated according to the weight and final amount of the order. This prevents those ordering small items from being over-charged.
Our company policy is to try to despatch all orders within 48 hours. If items are unavailable then we will contact you to advise those that are not in stock and those, which can be sent immediately. Obviously, we can not be held responsible for delays in the postal services. It is best to allow up to 10 working days for delivery.
Every order we send is despatched using the delivery service chosen, or if the parcel exceeds 2kg, at our discretion, send the goods by parcel post or courier. On any recorded delivery, a signature may be required on delivery. In the case of recorded deliveries which fail to be delivered, an acknowledgement card will be left stating the time and place for you to collect. International orders will take a little longer. The Courier service calculated online is only available to UK Mainland (excluding Scottish Highlands, Scottish Islands, Channel Islands, Isle of Wight, Isle of Man and Northern Ireland). We can send outside the UK Mainland by courier but have to manually quote for this service.
As an online retailer, we are open 24 hours a day, seven days a week. Our delivery schedule is governed by the post office who are open six days a week from 9.00-5.00 (9.00-12.00 on Saturday). Please consider Public Holiday closing.
Delivery charges are calculated during the checkout process based on weight and value of the order.
2. Overseas Deliveries
For deliveries for the rest of the world - charged by weight band.
Orders over 2kgs will either be split or sent by courier and additional costs charged - this will be confirmed before the order is shipped.
3. Returns and Refunds
If you have any complaint, you should return it to us post-paid. If the claim is supported then we will refund the postage and replace either the product or refund the price to you as we think most appropriate. Do telephone us first though to discuss the matter. We never want you to forget that there is a human voice, always at the end of a line.
Once an order has been posted, you will receive an e-mail advising when and how it has been sent. All our orders are sent by Royal Mail, airmail, parcel post or Courier. If the package does not arrive within the timescales below, please take the following steps:
1. Contact your local Post Office to check the item is not being held there for you. Usually a note will be left by the Postman to say that you should collect it from there directly if they have not been able to deliver it. The Post Office hold items for 3 weeks (1 week for Recorded items) before returning them to us. To contact your local sorting office to arrange re-delivery or collection please call 0845 6050767.
2. If the item is not waiting to be collected at your local Post Office, please contact us providing the order ID number which you will have received when you placed your order. This can also be found by logging onto your account and checking your previous orders (unless you opted for the guest checkout).
3. Complete the Missing/Damaged Orders Claim Form.
If your order has been lost in the post it can only be re-sent or re-funded 15 (25 for international items) working days after it was dispatched because it is only after this period that the Royal Mail regard items as officially lost. Exceptions can be discussed and will be dealt with on a case by case basis.
Estimated timescales for delivery:
1st Class post: usually 1-2 working days.
2nd Class post - usually 2 to 4 working days.
Special Delivery - next working day (2-3 for some areas outside the UK Mainland)
Airmail: 7 to 10 working days (depending on destination country)
Courier (Mainland UK) - next working day (2 working days at peak times)
You may return any product you buy from us without any fuss for full refund in accordance with our 14-day exchange. The value of the item(s) returned will be refunded to your card if you paid by credit or debit card. If you paid by cheque we will send you a cheque instead. We will not refund the cost of postage.
The guarantee is only valid if the product has not been opened or tampered with and providing proof of purchase is enclosed. We also require that all goods be returned by a tracable means, as we can not be held responsible for any goods lost during transit.
Where a returned product has been opened and/or used and the product is found not to be faulty the refund will be less a 10% re-stocking fee.
Your statutory rights are not affected.
If you have any questions about this, please email us at firstname.lastname@example.org