Please ensure when ordering you use an accessible email address and/or phone number for communication from ourselves about your order or from Royal Mail or DPD for your delivery. Please check your spam/junk folder for email communication.
We endeavour to post out your goods the same day they are ordered; however, in busy periods this can take a little longer. Please note couriers do not collect on Saturday's, Sunday's or Bank Holiday's so your parcel will be shipped on the next working day. On occasion we may post out items from the same order separately; this is performed at our discretion and at no additional carriage charge to you.
Postage costs are detailed below; we reserve the right to amend these costs for large or bulky items both within the UK and overseas. If there are to be additional charges you will be contacted by a member of staff by telephone or email to discuss the options. Please email or phone us before placing your order if you are concerned about this.
We partner with two companies to deliver within the UK. Smaller items are posted with Royal Mail and usually take 2-5 working days from point of order to arrive. Please note this can take longer during busy periods up to a maximum of 14 days. The length of time taken to deliver by Royal Mail is beyond our control.
Large, heavy or multiple items are delivered by DPD. IMPORTANT INFORMATION: 23rd March 2020 - Please note that DPD is no longer offering the collection from your local store service. You will also no longer be able to change the destination of a parcel once it has been dispatched. Please use an address suitable for your goods to get to you.
We use a 24-hour service as standard and if you are unable to receive your parcel a card will be posted through your letterbox or a text/email will be sent to advise on redelivery.
Standard UK Delivery - Royal Mail 48 tracked - Last recommended posting time Friday 17th December - Parcel delays mean that your item(s) may not be delivered before Christmas can take up to 14 days.
Express Delivery - Royal Mail 24 tracked (Express Service) - Last recommended posting time Tuesday 21st December - 1 - 3 working days - Please be aware that Royal Mail is under extreme pressure and there are parcel delays in some areas.
Next Day Delivery - DPD Courier (UK Mainland excluding NI, Highlands & Islands) - Last posting Thursday 23rd December.
(Northern Ireland, Highlands & Islands - DPD courier two-day service operating until Wednesday 22nd.)
European Delivery including the Republic of Ireland is currently unavailable.
Please Note: Due to early collection by DPD and Royal Mail products ordered after 12 noon Friday 24th December will not be collected until Wednesday 29th by Royal Mail or DPD due to Christmas Day as well as the substitute Monday and Tuesday Bank Holidays.
Please Note: Due to early collection by DPD and Royal Mail products ordered after 12 noon Friday 31st December will not be collected until Tuesday 4th January by Royal Mail or DPD due to New Year's Day Bank Holiday.
European delivery is currently unavailable due to delays at UK ports and Brexit requiring software changes. We are hopeful to resume these services in February 2021.
We partner with two companies for international delivery. The majority of European orders are dispatched using DPD Classic. Delivery takes approximately 2-4 days to Western Europe and 4-5 days to Eastern Europe.
Some European orders and Worldwide orders are sent using alternative couriers that will be detailed to you on dispatch. Delivery times vary but are usually within 4-6 days. Please note all delivery times are approximate and delivery may be made sooner or later than quoted.
Please note for overseas orders delivery may be subject to import tax. Any charges for customs must be paid by you, we have no control over these and do not know what they may be as customs policies vary from country to country. Contact your local customs officer for full details and regulations.
If you have any questions regarding this Delivery Policy please email firstname.lastname@example.org. This Delivery Policy forms part of our Terms and Conditions; if you do not agree with our Delivery Policy then please do not purchase from our site.
Please check the condition of your parcel on delivery prior to signing for acceptance. In the event that goods are missing or damaged on arrival please specify against your signature and inform us immediately, within 3 working days, otherwise, no claim can be considered. Refunds or exchanges are made in accordance with the Consumer Protection (Distance Selling) Regulations. Under this regulation, you have 28 days from the day following receipt of your goods to return them, even if you simply change your mind about your purchase. If you wish to return an item you do so at your own expense (unless the item is faulty); the item must be unused and in its original condition (including all tags). This does not affect your statutory rights.
The following is a quick guide to our returns policy:
If you wish to return an item after these periods you must seek authorisation in writing by email.
How do I return an item?
Once you are satisfied you are returning an item within the terms of our Returns Policy please fill in the form enclosed with your parcel and send the item(s) back to us at the address below.
You must make your own arrangements to return goods to us and all postage costs are to be covered by you unless the goods are deemed faulty. Customers requiring an exchange within the UK will not be charged for the replacement item to be sent out once we have received the original item back. If the sizing is still incorrect and a further exchange is required standard carriage charges will apply. We regret that for international customers there will be carriage charges on all items to be exchanged. We also reserve the right to charge a re-stocking fee on International orders outside of the EU of up to 20%.
Note: We reserve the right to charge a 20% re-stocking fee for damaged packaging and boxes, where the outer packaging is not present or damaged and labels and tape have been attached directly to a returned item (product boxes should be covered by a bag, a bin bag is acceptable).
If you have any concerns regarding returning an item to us please email email@example.com.
Heddon on the Wall
Goods returned under complaint will not be accepted unless clean and dry. Health & Safety Act 1972.
This Returns Policy forms part of our Terms and Conditions; if you do not agree with our Returns Policy then please do not purchase from our site