DELIVERY AND RETURNS
In this document we will outline the terms and conditions for delivering and returning goods.
- Returns and Refunds
Orders are normally sent out via Royal Mail, although some larger / heavier items may require Parcelforce. The delivery time is dictated by the delivery service you choose from the available options at checkout.
Parcels that are under 2kg will be shipped with Royal Mail (excluding large items, such as track). Items that exceed 2kg will be shipped with Parcelforce.
Delivery charges are calculated by the basket and will depend on the items in your basket at the time. The delivery price will be updated each time you add or remove items in the basket.
Items 'Returned to sender': If your order is returned to our office and requires resending to you, you will have to pay a £1 administration fee plus the cost of recorded postage.
- To make this payment you be emailed instructions, the reason of the resend, and any supporting evidence.
Once your order is within the delivery network, it will usually be at the delivery address within 1-3 working days.
Please note: Most delivery companies will not deem a package to be 'lost' /or 'delayed' until 10 working days have elapsed since the package entered the delivery network.
Through our checkout it is currently not possible to place an order outside of the United Kingdom. However, if you fill in a contact form with us, we will consider your order and will try to fulfill it. This is currently the only way to complete orders outside of the UK with us.
RETURNS AND REFUNDS
We aim to send products in perfect condition. Occasionally, problems can arise, items may be damaged in transit. In the unlikely event this happens please contact us as soon as possible. We will be able to advise if we can replace or refund the product.
REPORTING A PROBLEM
Please contact our Customer Service Team email@example.com if your order is faulty or damaged. Quoting your order number and details of your problem. We aim to contact you back within the hour, but during busy times this could be up to 2 working days.
RETURNING PRODUCTS AND ISSUING REFUNDS
If an item is faulty or damaged please contact our customer service team by email at firstname.lastname@example.org and they will asses the situation and if a return is authorised they will supply you with a return address. We will request that you return the item(s) to us within 14 days. Your right to return items to us in accordance with these Terms is in addition to any other statutory rights you may have.
You have the right to cancel your order either by calling us or emailing us no more than 14 days after you receive the order.
The item(s) you return must be unused and in their original condition and they must be sent within 14 days of the cancellation of the order by recorder post.
The cost of the return is to be met by yourself and all returns must be sent to the address provided.
Refunds on returned items will be made within 14 days of us receiving the item(s) as long as all the conditions above are met. Items returned without prior contact with ourselves will not be refunded.