Shipping & Returns Information
Pricing:
All UK orders are charged at a flat rate of £3.99 for Royal Mail Tracked 24 (unless the total basket value is over £60). UK orders over a final basket value of £60 are shipped using Royal Mail 48 tracked free of charge (2-3 working days). International orders are charged at relative and highly competitive rates based on basket size and overall order weight.
Dispatch times:
Orders received before 3pm (GMT) Monday to Friday will be dispatched on the same day. If you order after this cut off time we will do our utmost to dispatch the same day but this cannot be guaranteed. Orders placed on weekends or on public holidays will be dispatched on the following full business day.
Late Orders:
Please allow at least 7 working days after the scheduled delivery date in the UK and 21 working days for international orders before contacting us regarding a missing or delayed order. All post UK/International post is sent via Royal Mail PLC – The Royal Mail unfortuantely does not deem a parcel to be “late” unless 9 business days have elapsed since it’s projected delivery date – hence why we request that all customers wait at least 7 business days after the delivery date before reporting that the order is late.
Should you have any problems with your order please note the fastest way for a resolution is by contacting our Customer Services department using the form located in your account area.
Order Cancellation & Returns:
Under UK distance selling regulations, you may cancel your order for any reason by giving us notice of cancellation within 30 days of the date of delivery to you.
Additionally you may cancel your order due to other reasonable reasons such as a defect in the goods or because an incorrect quantity was delivered – in such circumstances, please notify us providing as much detail as possible at the time of cancellation.
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
All goods packaged with a license seal must be returned with the licence seal still intact.
The goods must be returned undamaged (unless the goods were received damaged) and with the delivery note or invoice listing your unique order number and your name and address.
If you notify a defect or error in your order under this condition, we will, at your option, either: Make good any shortage or non-delivery; or replace or repair any goods that are damaged or defective; or refund to you the amount paid for the goods.
On cancellation for whatever reason, you must return the goods to us at your cost unless we agree otherwise. Where goods are being returned because they are faulty or incorrect we will meet the cost of return but we ask that you allow us to nominate the carrier.
In order to raise a return or cancellation please note the fastest way for a resolution is by contacting our Customer Services department using the form located in your account area.
Exchanges:
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us via the order equiry form in your account area and send your item to the return address laid out on our contact us page (you can also normally find our return address on the package the your original order was shipped to you in).
Refunds:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds?
If you haven’t received a refund yet, first check your bank account again or the original payment method used at the time of placing your order. Refund processing timeframes vary depending on the payment gateways and provider use so it may take some time before your refund is officially posted by them.
If you’ve checked all of the above and you still have not received your refund in the timeframe expected, please contact us via the order equiry form in your account area and our customer services team will investigate.