DELIVERY AND RETURNS
WHERE DO YOU DELIVER?
CAN I TRACK MY ORDER?
You'll receive an email to acknowledge receipt of your order and a shipping confirmation email which contains live delivery information and a reference number:
· Royal Mail orders come with a general tracking number but may not update the package location until the delivery date
· UK Next Working Day Delivery and International Tracked orders come with end to end tracking.
We recommend that you follow the tracking information in the shipping confirmation email so that you're at home to receive your parcel and it's not returned to us.
Worldwide Shipping. Please note that for international orders, because of customs controlled by government authorities in your home country, it is difficult to estimate delivery times. Most international orders arrive within 7-10 working days, but occasionally take longer.
WHAT HAPPENS IF MY PARCEL IS LOST?
If you experience your parcel going missing, please contact us and we will attempt to track down the parcel. Unfortunately, we cannot be responsible for lost or stolen parcels where the parcel has been registered as delivered, which includes notification of re-delivery or collection. If a parcel is returned to us, payment for a second delivery attempt may be charged. We are unable to deliver to PO Boxes.
DO I HAVE TO PAY IMPORT CHARGES?
Your order may be subject to taxes, fees, customs duty, levies or other charges as a result of local legislation or customs once it reaches its destination. Any such additional charges must be borne by the recipient. We’re afraid we have no control over and cannot take responsibility for local customs charges. If you choose not to pay these fees and do not pick up your package, we are not able to refund your shipping costs. You may wish to contact your local customs office for further information.
CAN I CONTACT YOU DIRECTLY?
Absolutely! We love speaking to our customers and are always happy to help. You can contact us directly by sending an email to firstname.lastname@example.org and we'll get back to you asap.
RETURNS & REFUNDS
We hope that you will be satisfied with your purchase but if you have any issues, please let us know immediately by emailing us at email@example.com so we can help to resolve any problems. Please include your order number on the email.
If you change your mind about your purchase we are happy to offer a full refund or exchange, providing that you notify us by email at firstname.lastname@example.org within 7 working days of delivery. Please include your order number on the email. We will then issue you with instructions on how to return your products. Please note that the original delivery charge will not be refunded and you will be liable for any postal costs incurred when returning the goods.
The goods must be returned to us unopened with the tamper seal still intact, unused and in a re-sellable condition. Please note that if your delivery gets lost in the post and is not received by us, we will be unable to issue a refund. Please ensure your parcel is sent by Royal Mail Recorded Delivery or trackable international courier. We strongly recommend that you obtain a postage receipt from the Post Office with your tracking number. We are responsible for your parcel only once it has been received into our fulfilment centre. Items lost in transit will not be treated as returned. Make sure your items are securely wrapped.
Damaged or defective goods
If the goods you receive are damaged or defective, please notify us by email within 7 working days of delivery at email@example.com, quoting your original order number, with details of the problem. We are happy to offer an exchange or refund for damaged or defective goods.
You may cancel your order at any time within 7 working days of us receiving your order, by emailing us with your order number at firstname.lastname@example.org. If the goods have already been dispatched, you must return it to us in secure packaging at your own cost. We will advise you of the returns process when you email us. Please note that if your delivery gets lost in the post and is not received by us, we will be unable to issue a refund - therefore it is best to return goods by recorded delivery and retain the recorded delivery receipt as proof of postage, so that you are able to track your delivery.
A refund of the original amount (minus the original delivery cost) will be made once it has been determined that the returned goods are unopened with tamper seals still intact, unused and in a re-sellable condition.
Cancellation by us
We reserve the right to cancel your order if there is insufficient stock to fulfil your order, if we do not deliver to your area or if an incorrect price was listed in error. Any cancellation will be notified by email and any payment made will be credited back as soon as possible.