UK CUSTOMERS:
Next Day Service & Saturday Delivery Service
You will receive an email and/ or text notification from our courier giving you a wide range of delivery options so the responsibility to organise a convenient time/ location for your delivery is yours. Delivery with this service will be attempted twice. All deliveries will require a signature on receipt of the parcel.
We will require a further next day delivery charge of £5.95 plus the return to sender fee that we incur before we re-send the parcel to you and the parcel will not be reshipped until this is received.
Standard Delivery & Free Delivery Services
Our delivery partners will make one delivery attempt and in the event that no-one is available to receive the parcel you’re your neighbour is not available to receive the parcel on your behalf, a calling card will be left and it will be returned to the local depot where you have 4 days to collect the parcel before it is returned to us (telephone numbers, location and additional details will be provided on a calling card).
We will require a further standard delivery charge of £4.95 plus the return to sender fee that we incur before we re-send the parcel to you and the parcel will not be reshipped until this is received.
We are unable to stop the return to sender process once it has begun.
If the parcel is returned to us and you require a refund, we will deduct the following from the refund value:
- The return to sender fee that we incur
- Customs/ re-delivery charges we incur to receive your parcel back in the UK
- In the instance where you have qualified for free shipping, we will deduct a standard delivery charge from the value of your refund to cover our costs to originally ship the item to you.
- We will not provide postage refunds for parcels returned to us because you were not available to take receipt of your parcel.
INTERNATIONAL CUSTOMERS:
You will receive an email notification from our delivery partner/ tracking number directly from us to give you visibility of where your parcel is and when you can expect delivery of your parcel. It is your responsibility to ensure that someone is available at the address provided to take receipt of your parcel. Our delivery partners will attempt delivery to you once and if you are not available to receive your parcel after the first attempt it will automatically be sent to your local depot and after 4 days it will be sent back to us.
It is your responsibility to provide us with accurate contact details and for you to check your emails for shipment notifications and tracking details. Once a parcel is returned to us you will be required to pay the standard delivery fee of either £8.95/ £12.95 plus the return to sender fee and any customs fees that we incur. Your parcel will not be re-shipped until this is received.
We are unable to stop the return to sender process once it has begun.
If the parcel is returned to us and you require a refund, we will deduct the following from the refund value:
- Return to sender fee
- Customs/ re-delivery charges we incur to receive your parcel back in the UK
- In the instance where you have qualified for free shipping, we will deduct a standard delivery charge from the value of your refund to cover our costs to originally ship the item to you.
Please note:
- No postage costs will be refunded
- It is your responsibility to provide accurate contact and delivery details and to have someone available to take receipt of your parcel.
- We will make no exceptions or exemptions to this policy.
Damaged or Missing Parcels
If your parcel has arrived damaged or opened, please let us know within 14days of receiving the item. We will also need photographs of the packaging and/or damage to products. Failure to do this may result in a failed claim with the delivery couriers.
If the parcel shows as delivered on the couriers system, but you have not received it, you need to contact us within 14 days of the delivery notification so that the couriers can investigate the claim.
Failure to register these issues within 14 days means we cannot process any claims for damaged / missing parcels after this time.