A confirmation email showing that we have received your Order will automatically be sent to you once you have proceeded through to the end of the check out. Once accepted your Order will be despatched as soon as possible. Risk in the Products (e.g. damage or loss to the Products) will remain with us until we deliver the goods to the address specified in your Order when the risk will pass to you immediately.
Timing of Delivery:
Estimated delivery time within the United Kingdom is approximately 3 to 5 days from the date your payment is received. The estimated delivery times are in business days (Monday through Friday excluding Public holidays). Estimated times are to be used as a guide only depending on your location and the availability of stock. Whilst we endeavour to fulfil all Orders, please note some items, sizes or colours may not be available at time of dispatch. Your credit card will be refunded for items not available at time of dispatch. If your Product has not arrived after the estimated delivery time, please contact Customer Service at firstname.lastname@example.org
Cancellation Or Change Of Mind Refund
Cancelling Orders Prior to Dispatch. It may be possible for you to cancel or change your Order if your Order has not started the packing process in our warehouse. Please contact one of our Customer Service Representatives at email@example.com and if cancellation or change remains possible, they will assist you.
Cancelling Orders After Dispatch. If you wish to exercise your right to cancel after your Order has already been dispatched, we will refund the original purchase price and delivery charge, provided that (1) you have notified us in writing at firstname.lastname@example.org no longer than 14 days after the day on which you receive the Products, returned the Products to us within 14 days after that,(you are responsible for the return delivery postage charges) and (2) that you have taken reasonable care of the Products, return the Products in saleable condition and not used them or opened the packaging. The goods remain your responsibility until they arrive safely at our warehouse.
We cannot accept returns in store of Products purchased through the Site.
For options available to return your goods to us please contact Customer Service team at email@example.com
Products must be returned whenever we agree to provide you with a refund or to replace the Product or ask you to return the Product to us for inspection.
If a refund is requested and product is returned because you have changed your mind, please contact us at firstname.lastname@example.org to arrange for the refund. The costs of return postage must be met by you.
Where customer service has provisionally confirmed that an item is faulty and we require the goods to be returned to us, we will advise you of how this can be arranged at no cost to you.
Refunds. Refunds will be credited to your original method of payment.
Delivery Address. Unless otherwise agreed by us, we will deliver your Products to the UK address indicated on your Order Confirmation. We dispatch all Orders using a courier service.
Re-delivery. If no-one is available to take delivery of your Products, you may use our courier’s re-delivery service, details of which will be provided by card at the time of attempted delivery.
If you do not re-arrange delivery. If you do not collect the Products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.
Delivery Timescales. We will use our reasonable efforts to deliver your Products to you within the estimated delivery time; however, we do not guarantee that we will deliver within this time frame. We are not responsible for delays outside our control. If our supply of the Products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any Products you have paid for but not received.
Recipients. If you have specified a recipient who is not you, for delivery purposes, then you accept that evidence of a signature by a person who identifies themselves as that person at that delivery address, is evidence of delivery to you and fulfilment by us of our responsibility.
When you become responsible for the goods. A Product which is goods will be your responsibility from the time we deliver the Product to the address you gave us.
When you own goods. You own a Product which is goods once we have received payment in full.
Please Note: We do not ship to BFPO addresses or post office boxes.
All purchases for delivery in England, Scotland, Wales and Northern Ireland will be charged as follows:
- We offer free standard shipping for all Orders of £150 (inclusive of VAT) or more.
- Orders under the value of £150 (inclusive of VAT) will incur a flat rate of £5.50 for standard shipping.
Our freight and handling fees do not include insurance and we may not be held responsible for any damage, destruction or loss of goods after delivery to you at your nominated shipping address. Any applicable shipping charges for your Order will be shown during the checkout. We may at our discretion offer limited time free shipping promotions from time to time based on the following eligibility criteria:
- Order is placed during the stated promotional period;
- Free shipping eligibility registration information must be completed in full (incorrect post codes will be advised in the registration process);
- Free shipping offer is valid for all English, Scottish, Welsh and Northern Ireland addresses;
- Shipping charges will apply to ineligible Products/Orders; and
- Offer is not available for commercial or wholesale/bulk Orders.
After your Order has been dispatched a confirmation email will be sent to the email address you provided, with a tracking number. You can track the shipping status of your Order with our courier.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
The Consumer Rights Act 2015 says Products must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your Product your legal rights entitle you to the following:
- a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.
- b) Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
- c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
Nothing in these T&C’s excludes the application of your statutory rights.
Product Fault. If a Product has a fault, we will provide a replacement, repair or a refund at your discretion.
Damaged Products. If Products arrive damaged or inoperable or develop a fault within the first 30 days a claim must be made by emailing our Customer Service Team E: email@example.com within 30 days after the parcel has been delivered and providing a full detailed description of the problem with supporting photographic evidence as well as your Order number.
Depending on the problem our Customer Service team will determine how best to resolve your problem with minimum inconvenience to you.
Where we agree that a Product is faulty and needs to be replaced or repaired return shipping will be arranged at our expense. Please contact us at firstname.lastname@example.org and we will arrange a returns authorisation label.
If a Product is replaced, your replacement Product becomes your property and the returned Product becomes our property. When a refund is given, the returned Product becomes our property.
Where we agree to replace a Product:
- A replacement for the Product that you ordered will be shipped to you at our expense after we have received your returned Product (if required by us). This does not apply to change of mind.
- The delivery time for the replacement Product will be the same as stated for the original Product.
- Your statutory rights but no additional guarantees (change of mind etc) apply to all replacement products.
- In the event of a Product no longer being available we will offer an alternative Product of similar quality.
- In the event of an individual item within a set being faulty, we will replace the specific item and not the entire set.
Goods With Manufacturer’s Warranty – Refund/Replacement Policy
Many of our Products come with a guarantee or warranty from the manufacturer. Please refer to the warranty terms and conditions on or in the packaging, however nothing in those warranty terms and conditions excludes the application of your statutory rights or our change of mind guarantee.
Return Authorisation Number – A Must Have
A Return Authorisation (“RA”) number is required for replacement Products, returns and refunds. To obtain an RA you must have proof of purchase. Where Customer Service has provisionally determined that a Product is faulty, or you have met the requirements to enable you to return the goods due to change of mind, Customer Service will issue you with an RA. Products cannot be returned without an RA. The Product should be returned to us within 30 calendar days of the issuance of the RA to qualify for a replacement or refund where faulty, or within 14 calendar days for change of mind. All change of mind Products must be returned new and unused, with all labels and stickers attached, and all Product returns must include any accessories, manuals, documentation and registration that were shipped with the Product. If the accessories are not included, or the original packaging is damaged or absent, only a partial refund will be applied.
It is your responsibility to ensure that the Products are protected from damage in transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused. Unidentified returns may be returned to the sender; therefore please ensure all details are clear and concise.