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Delivery & Returns

 

 

Delivery 

We can ship to virtually any address in the world, but there are restrictions on some products, and some international destinations.

When you add an item to your basket, you can get a delivery cost for your order before completing the checkout by clicking on 'Estimate Shipping & Tax'. You may choose from any of the available delivey methods when you complete the checout process.

Shipping rates are weight-based and are calculated by carrier. To reflect the policies of the shipping companies we use, the weight of your order will be rounded up to the next full kilo.

Your order will be delivered depending on its size & weight either by Royal Mail or by courier delivery (Monday to Friday). Couriers and some Royal Mail services will require a signature on delivery; therefore use a delivery address which is most convenient for you. Most of our items are too large to fit through a letterbox, so will require someone to accept delivery. If you choose a Royal Mail delivery, you may end up having to rearrange delivery or collect your order from your local sorting office, if there is no-one available to accept your package during the day.

Subject to availability, orders are usually despatched within one (1) to three (3) working days of receiving cleared payment. Orders over the quantity held in stock are usually despatched in 7-10 days, but often sooner. If an item on your order is either on backorder or awaiting stock, your order will show as 'pending' in your account.

NOTE: Special orders such as personalised products can take up to 21 working days for delivery. as these are made to order. See the product details page for further information about personalising your chosen item. If you need your item by a specific date, please let us know when you order, if there are any problems in meeting your deadline, we will contact you to discuss the options available.

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Damages

All boxes and packaging are sized so your order is well-protected and special care is taken to protect fragile objects. If you have a problem with your delivery, such as damaged or broken items, please contact us immediatley, but no later than 48 hours from receipt. We cannot accept claims for damages after 48 hours from delivery.

We will advise you what to do next, often a simple photograph of the damaged item is all that is required for us to send a replacement item to you. You should keep all packaging and the damaged items, as the couriers will usually need to examine the package as part of processing the claim. The carrier may contact you directly to arrange examination of the consignment.

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Lost/Late Delivery

In the event your order has not arrived within the expected time frame for your chosen delivery method, please contact us so we can investigate for you.

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Returns Policy

You may return most new, unopened items within 14 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (if you received an incorrect or defective item, etc.).

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, please
Contact Us first with details about the product you would like to return. You will need an RMA number before returning any item, which we will give you when you contact us.

We are unable to accept returns without a returns number or without prior authorisation. Once you have a returns number, you should return the goods within 7 days at your own expense. To avoid any dispute about items being returned, buyers should send the items back via a postal service or courier that is signed for, recorded or trackable online. Our return address will be found either on your address label, invoice, or on the back of the parcel. When returning unwanted items, it your responsibility to ensure that they are unused and still in the original packaging. All accessories and free gifts items that were included in the original item/order must also be returned. If the unwanted item is returned, and the goods are found to be used or incomplete, and therefore not resalable as new, your refund will be subject to a handling and restocking charge equivalent to 25% of the original purchase price. If this is found to be the case, you will be given the option to have the goods returned back to you.

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