*Please note: Orders over £100 will be sent on a next day service with DPD for free only to mainland UK addresses.
Who will deliver my order?
Mainland UK customers:
Our standard shipping service for smaller orders is sent via Royal Mail and higher value and/or larger orders are sent via DPD.
For orders over £100, your order is automatically upgraded to DPD next day delivery for free. Some parts of Scotland will not allow us to send on a next day service, these shipments will be fulfilled on a 2 day service as this is the best we can offer. You will receive tracking information on dispatch of your order.
Other UK Customers (Northern Ireland, Highlands etc.)
Our standard shipping service for smaller orders is sent via Royal Mail and higher value and/or larger orders are sent via DPD. Sadly due to expensive shipping rates for these areas we are unable to offer free delivery.
All international orders will be shipped with Royal Mail, DPD or FedEx dependent on shipping rates, and the value of your order. Orders under £100 will usually be sent via Royal Mail. We have endeavoured to offer the best value shipping rates for your region.
When can I expect my order to be dispatched?
Orders are dispatched Monday to Friday (Excluding Bank Holidays). Orders placed over the weekend will be dispatched the following Monday. The daily cut off for orders to be sent that day are as follows:
|Royal Mail||Small packages/Under £100||3:00pm|
|DPD (Next Day)||Large packages/Over £100||2:00pm|
If these cut offs are missed then your order will be sent the following working day. Please note that FedEx is generally a morning collection so most orders will be sent the next working day.
How long does delivery take?
Delivery varies depending on what service is used.
DPD/FedEx shipments will normally have an estimate in brackets when you are placing the order and choosing shipping, so it would say 'DPD Air Classic (4-7)' meaning an estimated 4-7 working days for example.
Royal Mail normally takes 1-3 working days. If an item does not arrive within this timeframe please allow up to 10 working days as this is the maximum delivery time by Royal Mail.
What happens if my order doesn't arrive?
If your order has gone over the expected delivery time you would need to get in contact with us by using the contact form on the website or emailing firstname.lastname@example.org. We do ask that you give the full delivery time before we can offer a replacement or refund as it does allow us to arrange returns for late arrivals.
In the event of a refund being offered we reserve the right to retain any shipping fees if we believe the service was provided to the best of our abilities.
What happens if there is an issue with the delivery?
In the event of any issues with a shipment such as delivered to the wrong address or marked as delivered but you haven't received the package we will investigate that with the shipping company. These investigations can take a few days so please allow time for this to be completed and a resolution to be offered. We need to be informed of this within 14 days of the expected delivery date, after this time period there is no guarantee that we can investigate the issue properly and we would need to rely on what tracking information is available.
What happens if I miss the delivery?
If you miss the attempted delivery, an item is refused delivery or it is sent back to the depot for whatever reason it is the customers responsibility to collect the package or organise redelivery. If the package is not collected and returned to us we may charge a return postage cost to get the item back out to you if resending is requested, a refund would be offered otherwise in which the original shipping would be retained. For international customers we will categorically charge a return postage cost and will convey this to you in wirting before doing so.
Any shipping charges may not be refunded in the event of a return where there is no fault with the order or error on our behalf. This is subject to our discretion and if we deem that the order was fulfilled correctly and the shipping service was as expected then we may retain the original shipping value to cover our costs.
Is free shipping available?
We are very proud to have been able to offer free shipping on any order since 2005 when the business began, however due to increases in costs across the board we are sadly unable to continue to do so. From 1/11/21 we have rolled out shipping fees for orders on our website, these are curated specifically on an order to order basis. Orders from Mainland UK totalling over £100 can still qualify for free next day shipping.
We have made the decision to limit the usage of Royal Mail for overseas orders due to experiencing an increasing number of undelivered orders and general difficulties with contacting domestic shipping carriers out of the UK if problems did arise. This does generally mean that the cost of shipping is higher but it also ensures a high level of reliability and generally quicker shipping. We have calculated these costs based on the value of the order so that we can offer the correct service with good cover, it is unlikely that we would be able to amend these prices upon request.
There will most likely be VAT and Duty to pay on receipt of your item. We do not cover customs charges so please do take that into consideration when completing purchases. Prices should reduce based on the shipping destination for your order such that you are not billed for UK VAT. It is then the duty of your local delivery service to collect these charges from yourself upon delivery.
In the event of shipping issues and a refund or replacement being offered we may require a second postage cost for the replacement otherwise only a refund can be offered.