Delivery Policy
1. Introduction
1.1 In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website.
1.2 This policy shall not create legally enforceable rights and obligations; rather, our usual practice in relation to the delivery of products is indicated in this policy.
2. Geographical limitations
2.1 We will usually be able to deliver to the following countries and territories: UK, Europe, USA & Canada.
2.2 We may from time to time agree to deliver products to other countries and territories.
3. Delivery methods and periods
3.1 The Delivery Service providers are usually, but not limited to, Royal Mail and UPS.
3.2 All orders will be delivered using a Tracked or Tracked & Signed service.
3.3 The time periods within which delivery is usually completed, are as follows:
(a) if your delivery address is in the United Kingdom, the typical period for delivery of products is 2-4 working days.
(b) if your delivery address is in Europe, the typical period for delivery of products is 3-10 working days.
(c) if your delivery address is in the USA, the typical period for delivery of products is 5-15 working days.
(d) if your delivery address is in Canada, the typical period for delivery of products is 5-15 working days.
(e) if your delivery address is in Rest of World, the typical period for delivery of products is 7-20 working days.
3.4 The delivery periods set out in this Section 3 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
3.5 The delivery periods set out in this Section 3 may be subject to further delays due to Export Customs if your delivery address is outside of the UK, which is out of our control.
3.6 The delivery periods set out in this Section 3 may be subject to further delays due to the current Coronavirus Pandemic.
4. Delivery charges
4.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process.
4.2 Applicable delivery charges will depend upon the location of the delivery address and the size and weight of the products in your order.
4.3 If your delivery is to an address outside of the UK, you are responsible for paying any additional VAT and Customs Duty.
5. Delivery tracking
5.1 Delivery tracking is available in respect of all orders for our products.
5.2 To track your delivery, enter your or tracking number (which is provided in your order dispatch email) into the relevant delivery service provider's website:
Royal Mail: https://www.royalmail.com/track-your-item#/
UPS: https://www.ups.com/track?loc=en_GB&requester=ST/
6. Receipt and signature
6.1 All deliveries must be received in person at the delivery address, and if applicable, a signature must be provided.
7. Additional deliveries
7.1 If an initial delivery attempt is unsuccessful, our delivery service provider will make at least 1 more attempt to deliver the products in your order; or a contact card will be left with instructions on how you may collect your products, including a time limit for collection.
8. Delivery problems
8.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.
8.2 If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even if the initial delivery was free of charge).
8.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) you provided the wrong address for delivery;
(b) there is a mistake in the address for delivery that was provided;
(c) the address for delivery is not reasonably accessible;
(d) the address for delivery cannot safely be accessed;
(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.
Returns Policy
1. Introduction
1.1 We understand that from time to time you may wish to return a product to us.
1.2 We have created this policy to enable you to return products to us in appropriate circumstances.
1.3 This policy shall apply to all our customers, irrespective of their geographical location.
1.4 This policy shall apply to all orders submitted through our website.
1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).
2. Returns
2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
(a) we receive the returned product within 30 days following the date of delivery of the product to you;
(b) the returned product is unused, in its original packaging (or to the same standard) and otherwise in a condition enabling us to sell the product as new;
(c) you comply with the procedure set out in this policy in relation to the return of the product; and
(d) none of the exclusions set out in this policy apply.
3. Returns procedure
3.1 In order to take advantage of your rights under this policy, you must contact us to obtain a return address and authorisation number, and then send the product to us with a covering note quoting that number.
3.2 Products returned under this policy must be sent by a Royal Mail Tracked delivery service, or a service that will deliver using the Royal Mail when back in the UK.
3.3 You will be responsible for paying postage costs associated with returns under this policy.
4. Exclusions
4.1 The following types of product may not be returned under this policy:
(a) any product made to your specification;
(b) any product made to order; or
(c) any product personalised or adapted for you;
5. Refunds
5.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
5.2 We will not refund to you the original delivery charges relating to the returned product.
5.3 We will not refund to you any costs you incur in returning the product to us.
5.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
5.5 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.