Delivery rates and times
Free delivery is available to all our UK customers which will be delivered using Royal Mail Second Class service (2-5 days to be delivered once dispatched). We regret that orders placed with free delivery service cannot be tracked and we cannot be held responsible for missing packages.
Orders placed using our Premium Service are handled by DPD and can be tracked. Once we have received and processed your order, we will email and text you with a link to enable you to track it. Signature is required upon delivery and three delivery attempts will be made by DPD. If the parcel is not delivered after the third attempt, it will be returned to our warehouse and we will contact you for next steps.
- D1 – Premium Delivery (Next working day) – UK (exc NI Highlands and Isles): £7.00 *
- D5 – Premium Saturday Delivery – UK (exc NI Highlands and Isles): £20.00 *
- D1 – Premium Delivery – Highlands and Isles (2-3 days to be delivered once dispatched): £18.00
- D1 – Premium Delivery – Northern Ireland (2-3 days to be delivered once dispatched): £14.00
* These delivery timeframes could only be guaranteed if order is received before 12pm noon on weekdays, otherwise they will be processed on the next working day.
- A1 – International Delivery to Europe (including Republic of Ireland): £20.00
- A1 – International Delivery to USA and Canada: £21.00
- A1 – International Delivery to Rest of the World: £30.00
Tracking may not be available in some countries. Depending on your order and country, you may be liable to import customs duties and taxes on receipt of your order, for which we cannot be held responsible for.
We hope that you will be delighted with your order. However, if for any reason you are not completely satisfied we will offer a refund, exchange or replacement on goods returned within 14 days of your receipt of goods, provided they are in their original, unopened and unused condition.
You should follow the four steps outlined below to return goods:
Step 1 – Obtain a RAN (returns authorisation number)
Please email our Customer Services team at email@example.com to obtain a returns authorisation number (RAN). You will need to provide full details of your customer order number, which is provided on the Packing Note that arrives with your order, together with details of the items you wish to return.
Step 2 – Complete Returns section of Packing Note and re-pack in original packaging
Complete the Returns section of the Packing Note, including the RAN. You should indicate on this form the reason for return and whether you would like a refund, replacement or exchange. In order for the return to be processed you must ensure that the completed form is included with the return package and that the goods are wrapped securely in the same outer packaging in which they were received.
Step 3 – Return package to us by Recorded Delivery
The package should be returned by Recorded Delivery (retaining the recorded delivery receipt as proof of postage), using the pre-printed shipping label supplied on the original Packing Note.
For items that have been received by you as damaged or deemed by us as faulty, we will refund the cost of your return postage. For orders where you have changed your mind or ordered in error, you are responsible for the return postage charges. Any risk related to the return of products is borne by you.
Step 4 – We process your request and refund where applicable
All returned goods will be examined upon receipt, as for reasons of hygiene we are unable to offer refunds, replacements or exchanges on any opened or used goods. We will process your return as quickly as possible and will notify you by email once your refund, replacement or exchange has been processed. You should allow a maximum of 30 working days for the refund, replacement or exchange to be processed. Refunds are made by the original payment method.
Any other questions?
Contact us on firstname.lastname@example.org or +44 (0)20 3086 9856.