SHIPPING AND RETURNS
ESTIMATED SHIPPING TIMES
We aim to have all orders out within 2-3 days. Delivery times vary dependant on service & location. Below are delivery guidelines from day of dispatch.
UK TRACKED 3 – 5 Working days.
INTERNATIONAL TRACKED EUROPE 3 – 7 Working days.
INTERNATIONAL TRACKED ROW 5 – 10 Working days.
I NEED HELP WITH MY ORDER
Please email firstname.lastname@example.org and provide your order number (within your email notifications) and details the assistance that you require.
CAN I CHANGE MY ORDER BEFORE IT’S SHIPPED?
Unfortunately, we cannot amend orders or shipping addresses after the payment process is complete. Please ensure you input the correct shipping address at the time of purchase.
HOW DO I CANCEL MY ORDER?
Please email email@example.com with any cancellations, we will attempt to cancel the order before it is dispatched, cancellations cannot be guaranteed but we will do our best. We cannot cancel the order once the order is shipped out, you’ll need to place another order or return any unwanted items.
CAN I EXCHANGE MY ORDER?
Unfortunately, we do not offer an exchange facility. Simply return your item(s) & reorder for a replacement. Your refund will be processed once we’ve received your returned item(s).
DO YOU SHIP WORLDWIDE?
Yes, we ship to most countries worldwide. If you live in a rural area or remote island; contact us first to make sure we can get your order to you safely.
WHERE IS MY ORDER?
Please track via the courier website & allow 24-48 hours for updates to appear on their system. Once the order is shipped we no longer have control over the parcel journey or updates.
For DPD orders, you can download the DPD app here, Royal Mail also has an app you can download here. Both the app & website allows you to keep track of your order’s journey & manage all your delivery preferences, including safe-place delivery, delivery to a neighbour, or delivery to a local pick-up shop.
The global pandemic may affect shipping times. This is completely beyond our control, we cannot be held responsible for delays within the postal service. With the current situation in mind, please wait 7 working days before contacting us about late delivery.
If you believe the order is lost please email firstname.lastname@example.org for assistance. You must notify us in writing of any claim for loss or damage within 28 days of the dispatch date. Failure to report within the specified time frame may result in the claim being rejected.
MISSED A DELIVERY?
Contact your local postal service or sorting office to see if the item has been returned to the depot as undelivered & or awaiting collection. Use your tracking ref to arrange a redelivery with the courier. If you believe the order is lost please contact our customer service team for assistance.
TRACKING ISN’T WORKING
Please allow up to 48 hours from the dispatch of your order for the tracking to become available. Please track via the courier website & check for updates to appear on their system.
WHERE IS MY ORDER CONFIRMATION EMAIL?
Order confirmation emails are sent automatically after an order is placed. Please check your junk folder for your confirmation, in case your settings direct it there!
WHEN WILL I RECEIVE MY PRE-ORDER ITEMS?
Any order which includes pre-order items will ship once all items are available in one delivery. The estimated ship date for each pre-order item is detailed within the item description on the product page. We are unable to split or part ship orders, We recommend placing separate orders to receive multiple deliveries.
PRE-ORDER DISPATCH DATE.
Dispatch dates provided on pre-order items are an estimated time of dispatch. We will begin shipping from the advertised dispatch date listed. Dispatch dates are subject to change, on the rare occasion of a production delay we will do our best to update customers affected.
HOW DO I KNOW IF MY ORDER HAS BEEN DISPATCHED?
We will notify you by email with dispatch & tracking information when your order has shipped.
• All overseas customers are responsible for paying all customs & import duty charges.
WHO PAYS CUSTOMS FEES?
Customs fees are levied by the government of the country that the goods are shipped to. These fees are out of our control. As is industry standard, all custom/import fees are the responsibility of the customer. We recommend checking your country’s customs charges & threshold prior to ordering to avoid disappointment.
ORDER RETURNED TO SENDER
Shipments may be returned to the sender by the courier due to an incorrect address or an issue with delivery. Updates specific to the reason will be available on the tracking details of your order.
When the carrier returns an undeliverable package to us, you will be issued a refund for the item(s) minus any return fees & shipping charges.
Please note: Orders returned to sender by the refusal of the recipient are considered an unauthorised return and may be subject to a restocking fee. Postage costs on returned orders of this nature are non-refundable.
RETURNING AN ITEM
Please contact us within 14 days of the order delivery to declare a return, any unwanted items must be returned within 14 days of notifying us. Please email email@example.com for instructions.
• Customers are liable for the return shipping costs unless an item is received in error, is damaged or defective. Please email firstname.lastname@example.org before returning any item(s) to us.
• Please ensure that your returned product is in the same condition as it was when received. Items must be in their original condition & in their original packaging, unworn, unwashed & complete with their original labels and tags. Any promotional items included free of charge must also be returned shall the order be returned in full.
If sending items back from outside of the UK, make sure to declare items as returned goods, clearly state ‘UK RETURNED GOODS’ on any parcel. Any duties on returned goods will remain the responsibility of the customer.
Please remember to provide the store name & your order number, this will be in your email notification.
Once you have notified us you will have 14 days to return the product to us. All returns must be received by us within 28 days of the delivery date to be eligible for a refund.
Please allow up to 10 business days for us to process your returned item/s. We always aim to be faster!
When posting an item to us, please make sure to hold on to your proof of postage (the receipt you get from the Post Office).
Any items returned which do not comply with the return of goods policy will be returned to the customer and will not be accepted for a refund until such time that the above conditions are met. This does not affect your statutory rights and is in compliance of the relevant UK laws.
A digital product, such as a downloads cannot be returned.
HOW LONG DO REFUNDS TAKE TO PROCESS?
Once your return order has been received, it can take up to 10 working days to process. You will receive your money back via the original payment method used.
WHERE IS MY REFUND?
Typically the refund takes 1-5 business days to be reflected in your account after the refund has been submitted. Please note that the time it takes for you to see the refund depends on your bank.
THERE’S A PROBLEM WITH MY ORDER!
Please email email@example.com and please include your order confirmation & we’ll be happy to rectify the situation for you.
I RECEIVED A DAMAGED/FAULTY ITEM, WHAT SHOULD I DO?
Please email firstname.lastname@example.org for further details on how to proceed concerning damaged or faulty items.