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SHIPPING, DELIVERY & RETURNS POLICY
1. General
This Shipping, Delivery & Returns Policy applies to all purchases made through our website. By placing an order, you agree to the terms set out below.
Nothing in this policy affects your statutory rights under applicable consumer protection laws.
2. Shipping Services & Charges
For orders dispatched from our warehouse, you will receive a dispatch confirmation email containing tracking information where available.
Current shipping rates are:
United Kingdom
International
Shipping charges are displayed during checkout before your order is completed.
Shipping Rate Changes
We reserve the right to amend, modify or withdraw shipping services and shipping charges at any time without prior notice. Any changes will not affect orders that have already been placed and paid for.
3. Delivery Estimates
Delivery timeframes are estimates only and are not guaranteed unless expressly stated.
While we aim to dispatch and deliver all orders within the advertised timeframe, delays may occasionally occur due to factors outside our control, including:
We shall not be liable for losses arising from delivery delays where goods are delivered within the delivery service selected or where delays occur beyond our reasonable control.
Customers are encouraged to place orders well in advance of any event, occasion, birthday, holiday or seasonal requirement.
4. Delivery Responsibility
Customers are responsible for ensuring:
Where a parcel is left in accordance with delivery instructions, in a designated safe place, with a neighbour, or otherwise marked as delivered by the carrier, delivery shall be deemed completed.
5. Delivered Parcels Reported as Not Received
Where carrier tracking confirms that an order has been delivered to the delivery address provided by the customer, but the customer reports that the parcel has not been received, we reserve the right to investigate the matter before considering any further action.
Customers may be asked to:
Where tracking information confirms delivery, we are entitled to rely on the carrier's delivery confirmation and any supporting evidence provided by the carrier, including GPS records, photographic evidence, delivery scans and proof of delivery records.
During any investigation, no refund will be issued.
Where appropriate, and without admission of liability, we may offer a replacement shipment as a gesture of goodwill or where operationally appropriate.
Where a replacement shipment is issued, no refund will be payable in relation to the original order unless:
If a parcel that was reported as missing is subsequently located after a replacement shipment has been dispatched, we reserve the right to require the return of the duplicate goods or recover the value of such goods.
We reserve the right to refuse claims where evidence indicates that delivery was successfully completed in accordance with the information provided by the carrier.
6. Lost Parcels
A parcel may be deemed lost only after the carrier's investigation process has been completed or after the carrier's designated loss timeframe has elapsed.
Where a parcel is confirmed lost:
7. Failed Delivery Attempts
Where delivery cannot be completed because:
and the parcel is returned to us:
8. Incorrect or Incomplete Address Information
It is the customer's responsibility to provide a complete and accurate delivery address.
Where a parcel is undeliverable due to:
and is returned to us:
9. Deliveries for Birthdays, Events and Special Occasions
Customers are responsible for placing orders sufficiently in advance of birthdays, holidays, events and other occasions.
Provided that:
refunds will not be provided solely because goods arrived after an event or were no longer required.
10. Product Options, Colours and Customer Notes
Certain products may permit customers to request colours, styles, variations or preferences using order notes.
Unless expressly stated otherwise:
Where a customer fails to provide their preferred option through the order notes facility:
Where a customer clearly specifies a preference in the order notes and we supply a different variation due to our error, we may offer an exchange or replacement subject to verification.
11. International Orders
International deliveries may be subject to:
These charges are not included in the purchase price unless expressly stated.
The customer is solely responsible for payment of any customs duties, import taxes, fees or related charges imposed by the destination country.
Failure or refusal to pay customs duties, taxes, import fees, clearance fees or any other charges required by the destination country may result in delays, storage charges, abandonment, destruction, seizure or return of the shipment by customs authorities or the carrier.
Where a customer refuses to pay such charges, or otherwise refuses acceptance of the shipment, any resulting costs incurred by us, including return shipping charges, carrier fees, customs administration fees, handling charges or storage costs, may be deducted from any refund where permitted by law.
If a parcel is returned to us due to unpaid customs duties, taxes or import charges, we reserve the right to refuse a refund in full or in part where such costs have been incurred by us. Any refund that is granted will exclude:
Where a returned shipment is not received back by us, is abandoned, destroyed or otherwise disposed of by customs authorities or the carrier due to non-payment of applicable charges, no refund will be due.
12. Stock Availability
Products shown as available are generally held in stock.
In the event that stock becomes unavailable after an order has been placed, we reserve the right to:
Any payment received for unavailable items will be refunded using the original payment method.
13. Returns and Cancellation Rights
Consumer Cooling-Off Rights
For most online purchases, customers may have the right to cancel their order within 14 days of receiving the goods under applicable consumer protection legislation.
To exercise this right:
Customers may inspect and handle goods to the extent reasonably necessary to establish their nature, characteristics and functionality, as they would be able to do in a retail store.
When exercising cancellation rights, customers are responsible for taking reasonable care of the goods while they are in their possession.
If returned goods show signs of excessive handling, use, damage, missing components, alterations, or deterioration beyond what is reasonably necessary to inspect the goods, we reserve the right to reduce the refund amount to reflect any loss in value, where permitted by applicable law.
Certain products may be exempt from cancellation rights where exclusions apply under applicable consumer legislation, including for hygiene-sensitive items where seals have been broken after delivery, customised or personalised goods, and other exempt products.
We reserve the right to make deductions from any refund where the value of goods has been reduced as a result of handling beyond what is reasonably necessary to inspect them.
Refunds will ordinarily be processed after returned goods have been received and inspected. Where returned goods are not received, we reserve the right to request additional information, evidence and/or the outcome of carrier investigations before determining whether a refund is due.
Customers are strongly advised to use a tracked delivery service and retain proof of posting. We may require the goods to be received, or satisfactory evidence of return and any carrier investigation to be completed, before processing a refund. Customers are responsible for retaining proof of posting and tracking information for any returned goods.
The provision of proof of posting, proof of dispatch or tracking information does not automatically entitle a customer to a refund where the returned goods have not been received by us.
Where a customer has made or is entitled to make a claim against a carrier in respect of returned goods that are lost, damaged or delayed in transit, we reserve the right to request details of the claim and its outcome.
Where compensation has been paid by the carrier for the value of the returned goods, we may refuse or reduce any refund to the extent necessary to prevent duplicate recovery of the same loss.
14. Non-Returnable Items
The following items are non-returnable unless faulty, not as described or otherwise required by law:
15. Faulty, Damaged or Incorrect Goods
If goods arrive damaged, faulty or incorrect, customers must notify us as soon as reasonably possible and preferably within 48 hours of receipt.
We may request:
Where a fault, damage or fulfilment error is verified, we may provide:
as appropriate under applicable consumer rights legislation.
16. Exchanges
Exchanges are offered at our discretion.
Where an exchange is approved due to customer preference rather than an error on our part:
17. Refund Processing
Once an approved return has been received and inspected, refunds will be processed to the original payment method.
Shipping charges are non-refundable except:
· During Cooling-off cancellation period - refund will be processed for the basic outbound shipping charge.
Shipping charges will not be refunded:
Please allow sufficient time for banks and payment providers to process refunded amounts.
18. Fraud Prevention and Claims Verification
To protect customers and our business from fraud, we reserve the right to:
False claims may result in orders being refused, accounts being restricted, claims being rejected and legal action where appropriate.
19. Chargebacks
Before initiating a chargeback or payment dispute, customers should contact us to allow an opportunity to resolve the matter. We reserve the right to submit order records, tracking information, proof of delivery, correspondence, photographs and carrier documentation in response to any payment dispute or chargeback claim. Initiating a chargeback does not automatically entitle a customer to a refund where evidence demonstrates that the order was correctly fulfilled.
Please fill out the following form to declare your withdrawal from the contract.
