Delivery & Returns
How does our UK Standard Delivery service work?
At just £1.00, our Standard Delivery service gives customers quick and efficient delivery that doesn't break the bank - and if you're spending over £10.00, delivery is FREE!
- Delivery is within 3* working days of your order being placed.
- Delivery is Monday to Saturday (excluding Public Holidays).
- Royal Mail delivery charge is £1.25 (as of 1st January 2021)
Delivery Charges to Europe
Delivery to all our European customers is only £4.50 or approx. €5
Delivery Charge to the Rest of the World
Delivery to all our Worldwide customers is only £5 or approx. $6.80
For more information on Import Duty, Tax Payments and Customs for delivery outside of the EU, scroll to the bottom of this page.
International Orders Updated 01/01/21
We know how important these deliveries are to our customers and we would like to thank you for your understanding as we ask for our customers to be as patient as possible during these completely unprecedented times we are all facing.
We're working with our airline and postal/courier partners across the globe to maintain services, however delays should be expected. Many countries have implemented special measure to combat the spread of Coronavirus COVID-19, especially for signature service to maintain social distancing.
Returns / Refunds
Firstly if you have a need to consider refunds or returns, it means you have bought a product from us. As a family business, we very much appreciate this and we owe you a 'Thank you!'. Nothing makes us happier than happy customers and we promise to do our very best to deliver an amazing product and customer experience and rest assured, to make right any hiccups along the way.
Change of Mind / No Longer Required
If you change your mind or find that your order is no longer required. Please email our Customer Happiness Team at email@example.com with your details.
If the goods have not been sent we can cancel and issue a full refund straight away.
If the goods have been despatched we will refund less the cost of the shipping once the goods have been returned to us in their original state.
Under the United Kingdom's Distance Selling Regulations you can return any product to us, providing they are in an un-used, and in an 'as new' condition within fourteen days from the day after you receive the goods. We recommend you send any products back to us securely packaged using a certified delivery service, enclosing a copy of the original invoice.
If there is no fault with the product we do not refund delivery charges. This does not affect your statutory rights as a consumer.
Faulty / Damaged Items
We do our best to ensure that your order reaches you in perfect condition, however if your order has arrived damaged or is faulty in any way, the quickest way is to email our Customer Happiness Team at firstname.lastname@example.org with a clear photograph of the faulty or damaged goods with your order number in order to help us resolve this quickly.
Incorrect order / Does not match the item listed
Unfortunately, on occasion errors will occur during the picking and packing process as we employ people from our local community rather than robots. If unfortunately you have received the wrong order from us, or the item which you have received does not match the item listed, please send an email to our Customer Happiness Team at email@example.com with a clear photograph of the goods received and your order number in order to help us resolve this quickly.
Just one more thing...
Products delivered to destinations outside the EU may be subject to taxes, fees, customs duty, levies or other charges as a result of local legislation or customs formalities.
The recipient of your order is responsible for all customs formalities for the import of the Products, and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside the EU. The recipient of the Products, not the person placing the order, will typically receive a separate request for payment of these charges when the goods arrive in the country of destination. If you’re ordering Products to be delivered to someone else, please ensure they’re aware that they’ll be responsible for these additional charges.
Please note that in some countries, such as the USA and Canada, the person ordering Products may receive a request for payment of these charges, in which case you will be responsible for paying these additional charges. Payment by you or the recipient (as applicable) must be received by the relevant customs authority before delivery of the Products will be made.
Unfortunately we have no control over these charges and cannot predict what they may be, so we are unable to offer any assistance on these processes. We advise that you check any customs formalities and the import charges applicable in any Non-EU Country before ordering Products to be delivered there. We will use commercially reasonable efforts to provide you with information which we hold which relates to the Product or order which you may need in order to arrange customs clearance.
You (or the recipient of the Products if different) will be the importer for all international deliveries of the Products. Therefore, before placing an order, it’s your responsibility to check that any Products ordered comply with country, state and/or federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your order.
You agree that we will act on your behalf as exporter of the Products and will complete export declarations in our own name on your behalf.
If an order is placed and restrictions that we were not aware of at the time the order was made are applied by the customs authority of the destination country, then we will cancel the order and return payment to you.
Where possible, we or our subcontractors, will carry out all customs formalities on behalf of the recipient of the Products. We or our subcontractors, will request payment for these charges from the recipient of the Products in a separate invoice. We may also request information from you in relation to customs formalities. You must respond to any request for information within 5 days of the request, or the order will be cancelled and the Products returned to our warehouse.
If the recipient wishes to return the Product, they must request a refund of the customs duties and tax directly with their local customs office and must present proof of return.