Delivery and Returns
Any delivery charges or free delivery offers are subject to our approval. Every effort will be made to deliver the goods as soon as possible after your order has been accepted, and in any event within the time stipulated which is a standard of 10 days. However, we will not be liable for any loss or damage suffered by you through any reasonable or unavoidable delay in delivery. In this case, we may inform you of the delay and the reason for the delay as soon as is practical.
Please note that we are unable to offer any delivery services other than than couriers of our choice to PO Box addresses. Our Economy and Express UK delivery services are courier services and are included in this restriction. Orders made by credit card can only be delivered to the card holder’s address.
To ensure the best value, delivery charges on orders to some locations will need to be quoted before the order is processed. These include (but are not limited to):
- Orders outside the EU (European Union).
- Orders within the EU that do not qualify for free delivery.
- Orders to offshore UK addresses and difficult to reach areas.
Any applicable charges will be confirmed before payment is processed.
Please read the terms/conditions for full details regarding the delivery of products.
UK Delivery Charges
For technical reasons, delivery charges are not shown until you enter your address during the registration process. However, should the order not qualify for free delivery (ie. Be under £100), the delivery cost can be estimated as follows:
- Orders less than £100:
£9.00 sent using our choice of courier service.
- Orders of £100 and over:
All goods sold and delivered that are not to the stated quality described can be returned and a full replacement will be made or full refund given.
Before you can return an item to us, you must contact us to let us know you wish to make a return. You can use the following methods:
Email us at firstname.lastname@example.org
Call us on 07930 949898 or 07866 355643
In order that we are able to process your return efficiently, please have the following information to hand before you contact us:
1. The full name the order was placed under
2. Your order number (on your confirmation email).
3. The item code (on your confirmation email)
Once you have contacted us, and we agree that a return is appropriate, we will issue you with a Reference Number (or a Damaged Reference Number (DRN) for damaged or faulty goods). Please quote this number when you return your item(s).
We recommend sending your item(s) via Royal Mail Recorded Delivery, as proof of post is not proof of receipt.
NON UK RETURNS
Unfortunately, we are unable to pay for the cost of returning an order if you are based in any country other than the United Kingdom. Please ensure that you use a local and trusted postal service or carrier in order to return your order to us. We recommend that you use a tracked and insured service as we will not be liable for any risk, loss or damage to your order.
If you return an item to us, we will issue a full refund of the purchase cost of your item in accordance with the following conditions:
1. The item is enclosed with a relevant Reference Number.
2. The item is received by us no longer than 14 days after the relevant Reference Number is issued.
3. The item is received in its original packaging.
4. The item has not been used
If the item is faulty we must be able to see the fault when we receive it. Once we receive a returned item, we will assess your return in accordance with these criteria, and issue a refund as applicable.
Damaged or Faulty Products
If your item was received damaged or faulty, you may either return the item for a full refund including postage cost, or we can send you a replacement item, at our cost.
In either instance, you must first return your damaged or faulty item to us in accordance with the criteria above. Once we receive the item, we will assess the damage or fault and either send you a replacement or issue a refund, as you choose.
Please let us know if you would like a refund or a replacement when contacting us for a Damaged Reference Number, so that we can reserve stock if required.
Please note that we reserve the right to refuse to issue a refund/replacement if the return criteria are not met. If this is the case, we can either arrange to have the item sent back to you, at your cost, or we may issue you a partial refund at our discretion, to cover our costs.
All refunds will be issued back to the credit or debit card which you used to place your order. This will appear in your account within five (5) days depending on your card issuer.
Refunds on an EU Order (Non UK)
Within fourteen (14) days of us receiving your order back by post, or receiving proof from you that your order was returned to us, we will refund you the original purchase price and delivery charge for your order, provided that you return the product(s) to us in a saleable condition. The refund of your order’s original purchase price will be refunded automatically.
Refunds on a Non-EU Order
If you placed your order and paid for it to be delivered to a Non-EU country, then within fourteen (14) days of receiving your order back we will refund you the original purchase price for your order, provided that you return the product(s) to us in a saleable condition. Please note that we will not refund the original delivery charge or any applicable local customs duties charged to you at checkout and paid to your local customs authority. Certain countries permit refunds of customs duties paid on products you subsequently return. However, you will need to apply to your local authority to process that.