Shipping & Returns

Delivery Information & Returns Policy

UK Delivery:

UK mainland orders are delivered free of charge. We usually ship same day for orders placed before 2pm.

We ship most of our parcels with Royal Mail, or for large items, by courier. Unless specified on the site, in stock items will normally be received in 2-5 working days. If there is likely to be any further delay, we will always try to inform you accurately either by e-mail or telephone. If your order includes an item on back order we will send available items and notify you of the expected arrival date for any items not currently in stock.

We strongly recommend ensuring that your delivery address is a manned address such as a workplace. If you wish to leave additional delivery instructions, please do so in the provided field during the checkout process, though we are obviously reliant on the driver following these on arrival. Drivers will only leave a parcel when they feel it is safe to do so. If you ask us to leave a parcel at a property without a signature, we cannot be held responsible for its subsequent loss.

Please be aware that deliveries sent to un-manned addresses may be returned to the local depot or sorting office which will create a delay. If there is no-one available to sign for a delivery, Royal Mail/courier will leave a calling card to notify you of the delivery attempt, and will then automatically try to redeliver your parcel on the following working day. If there is no-one available on the second attempt, they will again leave a calling card and will wait to hear from you to arrange a suitable time to redeliver or for you to collect the parcel.

International delivery:

We deliver to most countries worldwide. Delivery times and prices vary depending on the country, and will be indicated to you during the checkout process. In some instances, if there is any additional postage charge, you will be notified by e-mail or telephone with a further quote for approval.

For customers in non-EU countries, UK VAT will not be charged. The customer is responsible for any local tax, import duty and clearance fees which may be payable.

Cancellation and returns policy:

Consumer (non-business) cancellation

In accordance with the Consumer Contracts Regulations, a consumer in the UK and elsewhere within the European Economic Area has a legal right to cancel an order at any time for any reason up to 14 days after receiving the goods.

If you wish to cancel the order, you must notify us by email within 14 days of receipt of the goods.

The goods must be returned at your own expense, together with any free gifts included with the product, within 14 days of the date of cancellation and:

–       be unused and received by us in ‘as new’ condition

–       include the original packaging

Goods returned in an unsatisfactory condition or with missing parts will be subject to a re-stocking fee.

Returned goods remain at your risk until received by us and you may wish to use a carrier offering sufficient compensation/insurance in the event of loss for the value of the goods.

Refunds for returned goods will be processed within 14 days of receipt of the goods and paid to your original payment method.  The refund will (subject to any re-stocking fee) be for the amount paid for the goods and the standard delivery charge.  Additional shipping charges paid (such as for expedited delivery) will not be refunded

The consumer rights detailed above do not apply to consumers outside the European Economic Area or to purchases made for business purposes.

Delivery of faulty or damaged goods

In the event that goods are damaged on delivery or become faulty within 30 days of delivery, please report the issue within 24 hours of the event so that we can arrange replacement of damaged items or discuss the fault with you and arrange an appropriate resolution.

If there is visible damage on receipt it is helpful if you can provide us with pictures to assist us in making a claim on the shipping provider.  Please do not handle the box or product further in order to avoid any claim of tampering.

Goods returned as faulty will be tested and if found to be fully functional will be subject to deduction of a re-stocking fee from a refund or returned on payment of the further shipping charges.  Refunds for goods found to have been damaged by misuse will be assessed on the basis of the resale value remaining.

Faulty goods

If a problem begins to occur in use between 30 days and six months after delivery please contact us for advice on arranging repair or replacement.

Re-stocking fee

The re-stocking fee is the greater of 20% of the purchase price and £2.00.

Resolution of disputes

The European Commission provides an online dispute resolution platform which you can access at https://ec.europa.eu/consumers/odr.

 

en English
X