Delivery
Shipping Methods:
We utilize a range of reliable shipping methods to deliver your orders. Our primary carrier is Royal Mail, renowned for their extensive network and efficient delivery services. In addition to Royal Mail, we may also engage other reputable couriers depending on the requirements of your item, to ensure the timely and secure delivery of your packages.
Delivery Timeframes:
We understand the importance of receiving your items in a timely manner. Delivery timeframes may vary depending on your location. Typically, orders shipped via Royal Mail Standard Delivery UK are delivered within 2-3 working days. However, please note that these timeframes are approximate and may be subject to occasional delays beyond our control. Orders shipped outside of the UK will vary on delivery time due to customs.
Tracking Your Order:
To keep you informed about the status of your delivery, we provide tracking information for all orders. Once your order has been dispatched, you will receive a confirmation email containing a tracking number and instructions on how to track your package online. You can monitor the progress of your shipment and estimate the expected delivery date. (Em - if this is not the case please let me know)
Delivery Charges:
Our delivery charges are calculated based on the weight and dimensions of your order, as well as packaging. During the checkout process, you will be provided with a clear breakdown of the delivery charges applicable to your order. We aim to offer competitive and fair pricing for our delivery services.
International Delivery:
For our valued international customers, we also offer worldwide shipping options. International delivery timeframes and costs may vary depending on the destination and the selected courier service. Please be aware that additional customs duties, taxes, and fees may be applicable to international orders, and these will be the responsibility of the recipient.
Failed Delivery Attempts:
If a delivery attempt is unsuccessful, Royal Mail and our other couriers will follow their standard procedures. This may include leaving a delivery card with instructions for rearranging delivery or collecting the package from a local postal depot or courier's office. Please ensure that the delivery address provided during the ordering process is accurate and accessible to avoid any complications.
Order Fulfillment:
We strive to process and dispatch orders as quickly as possible. Once your order has been successfully placed and confirmed, our team will endeavor to fulfill it within the specified handling time. Please note that processing times may vary during peak periods or under exceptional circumstances, but we will always communicate any potential delays to you promptly.
Customer Support:
Should you have any questions, concerns, or require assistance with your delivery, our dedicated customer support team is here to help. Feel free to reach out to us via email at [email protected].
Please note that these delivery terms and conditions are subject to change without prior notice, so we encourage you to review them periodically. By placing an order with us, you agree to comply with the terms outlined above. We appreciate your trust in our delivery services.
Returns
Returns for Distance Selling Items:
If you have purchased a non-personalized item through our website and wish to return it, you are entitled to do so within 14 days of receiving the product, in accordance with the Consumer Contracts Regulations. To initiate a return, please follow the steps outlined below:
a. Contact our customer support team:
Get in touch with our dedicated customer support team via email at [email protected]. We will guide you through the return process and issue you a Return Authorization Number (RAN).
b. Package the item:
Ensure the item is in its original condition, unused, and securely packaged. Include all original complimentary items and packaging materials.
c. Return shipment:
Arrange for the return shipment of the item using a reputable courier service or postal provider. Please note that return shipping costs will be the responsibility of the customer, unless the item received was faulty or incorrect.
d. Return confirmation and refund:
Once we receive the returned item, our team will inspect it to ensure it meets the return criteria. Upon successful inspection, we will process your refund within 14 business days using the original payment method. Please note that original shipping charges are non-refundable.
Returns for Personalized Items:
Personalized items are made to order and tailored specifically to your requirements. As such, they are exempt from the standard returns policy unless they are faulty, damaged, or there was an error on our part during customization. In such cases or damaged items, please follow the steps below:
a. Contact our customer support team:
Reach out to our customer support team within 14 days of receiving the personalized item. Provide detailed information about the issue, including supporting evidence such as photographs, to expedite the resolution process.
b. Assessment and resolution:
Our team will assess the situation and, if the return is deemed valid we will being the claims process with the relevant courier.
c. Return shipment:
If a return is required, please follow the instructions provided by our customer support team for the safe return of the item. We recommend using a tracked and insured shipping method to ensure the item reaches us securely.
d. Refund or replacement:
Once the claim has been processed by our courier, which can take up to 90 days, we will proceed with either issuing a refund or arranging a replacement, depending on your preference and the availability of the item.
International Returns:
For customers outside of the UK, the process for returning distance selling items or personalized products remains the same as outlined above. However, please be aware that return shipping costs and any applicable customs duties or taxes will be the responsibility of the customer. We recommend contacting our customer support team before initiating an international return to ensure a smooth process.
Please note that the above returns policy is subject to our Terms and Conditions and may be updated from time to time. We encourage you to review this policy periodically. Should you have any questions or require further assistance, please don't hesitate to contact our customer support team, who will be more than happy to assist you.