Delivery & Returns
Delivery
UK Mainland Deliveries We offer a flat rate of £3.99 postage and packaging per order on orders under £50 and free delivery on orders over £50, for all order for delivery within the UK Mainland.
The usual estimated delivery time on all orders is 3-5 working days and we're pleased to report that 95% of our orders are still arriving within this time frame. However, given the current circumstances, please allow up to 10 days for delivery
We dispatch the majority of our orders with DPD Local and tracking information will be provided via email once your order has been dispatched. Upon receiving this email, you will have the option to re-schedule delivery, have the parcel left with a neighbour or somewhere safe outside if you’re not at home on the scheduled delivery day.
If you provide a mobile number while placing your order DPD Local will also text you on the morning of delivery giving you a one hour delivery window.
We dispatch a handful of smaller items with Royal Mail. In an effort to keep our delivery costs down, orders dispatched with Royal Mail are sent on a second class service and unfortunately we are unable to provide tracking information. If you have not received your order within 5 days please do contact us and we will look into it.
Deliveries to UK Offshore Islands and outside of the UK
We are currently in the process of improving the services we offer to customers based on the UK’s offshore islands and outside of the UK. Please contact us for more information.
Returns & Exchanges
We offer a 28 day returns and exchanges policy and we endeavour to make this process as quick and easy as possible. We offer a delivery and collection service provided by DPD Local. Next day delivery and/or collections can be offered providing the issue is brought to our attention before 1pm, Monday to Thursday. The procedure varies slightly depending on the reason for the return.
If you receive the wrong item:
On the rare occasion that the wrong item is sent we’ll aim to rectify the situation as soon as possible. We will dispatch the correct item and have the incorrect item collected at the same time. Collection won’t require you to be home if you’re able to leave the parcel somewhere safe outside. Simply provide us with details as to where the parcel can be left and we will arrange re-delivery and collection. This service is free of charge.
We use recycled packaging where every possible in an effort to reduce our carbon footprint, so if the labelling on the outside of the box doesn’t match what you have ordered please do check inside the box.
If an item arrives damaged:
Although DPD Local has an incredible track record when it comes to parcels arriving safely, occasionally damages do occur in transit. If you receive an item and find that it is damaged, please inform us as soon as possible. We will aim to rectify the situation on a case by case basis. If an item simply requires replacement of a damaged part, we will dispatch the replacement of the damaged part on a next day service. If the item needs to be exchanged we will dispatch a replacement item and have the damaged item collected at the same time. Collection won’t require you to be home if you’re able to leave the parcel somewhere safe outside. Simply provide us with details as to where the parcel can be left and we will arrange re-delivery and collection. This service is free of charge.
If you receive an item you no longer want:
We endeavour to provide as much information and detailed images of our products as possible to ensure our customers know exactly what they’re purchasing. However, if you receive an item you no longer want we can arrange to have the item collected. Collection won’t require you to be home if you’re able to leave the parcel somewhere safe outside. Simply provide us with details as to where the parcel can be left and we will arrange collection. We charge £4.99 for this service. It’s important that the details given about where the parcel will be left are clear, if the courier is unable to collect the parcel as they can’t find it or it wasn’t left out unfortunately we have to charge a further £4.99 for each subsequent collection attempt. Upon receiving the returned item, we will issue a refund, this refund will be the total cost of your order minus £4.99 postage and packing and £4.99 for the collection service.
Exchanging an item:
If you’ve ordered an item and then decide you’d like to exchange it for another item, we can arrange delivery of the new item and collection of the now unwanted item. Delivery and collection won’t require you to be home if you’re able to leave the parcel somewhere safe outside. Simply provide us with details as to where the parcel can be left and we will arrange delivery and collection. This service costs £4.99. It’s important that the details given about where the parcel will be left are clear, if the courier is unable to collect the parcel as they can’t find it or it wasn’t left out we charge a further £4.99 for each subsequent collection attempt. If the item you’re exchanging costs less than the item you originally ordered you may be due a refund, however if the item is more expensive we may need to take an additional payment. As like most online retailers we take credit card payments via a third party for security reasons, we never see your credit card details, there for we will require you to call us so that we can take any additional required payments over the phone.
Refunds:
All refunds will be made to the credit or debit card that you originally purchased the item with. Please allow up to 7 working days for the refund to process.
