DELIVERY TIMES MAY BE AFFECTED BY UNION STRIKES.
The Communication Workers Union (CWU) has called on its members who collect, sort and deliver parcels and letters to take strike action on the following dates:
Friday 26 August 2022
Wednesday 31 August 2022
Thursday 8 September 2022
Friday 9 September 2022
We offer a range of delivery options to receive the products purchased on our site. You can choose the one that best suits your personal needs.
What's more, if you are not satisfied with the products you received or have simply changed your mind, you can return them within 14 (fourteen) calendar days of delivery of the products and get a refund or exchange (see below for more details).
Christmas Posting Dates
Allow plenty of time for posting. Please order your items and gifts for Christmas as early as possible. To make sure your order arrives for Christmas, please order by:
Sunday 17th December
For more information please visit the Royal Mail Website.
Royal Mail - Tracked - £5.99
(FREE when you spend over £250)
3-7 working days.
Orders are shipped via Royal Mail. You can track your order at any time via your account page.
Click & Collect - FREE
1-5 working days (if ordered before 1pm, Mon-Fri)
We will send an email confirmation to you let you know when your order is ready to collect. Please print this and take it with you when you go to collect your order.
RETURNS & EXCHANGES
Returning your item back to us has never been so easy. All it takes is a few steps!
If you opt to use our Royal Mail returns portal, your refund will be subject to a £3.90 shipping and restocking fee.
This will be deducted from your refund total.
Create your return
Click the following button to head over to Royal Mail's return portal (or alternatively ship via your own method*):
Print your label
Create your returns label which you can print at home or with Royal Mail's label printing services in store.
Drop off at your local Post Office®
Finally, head to your local Post Office® brand or customer Service Point and it will be sent back to us on a tracked service.
* When using your own choice of courier, we strongly recommend that you use a fully trackable service.
When returning items from multiple different orders, please ensure that each is returned in its own parcel with its own label to prevent delays when processing your refunds.
Please note, we are unable to track the progress of any returns sent independently of our portal. If you do not provide order information and we are unable to identify your return we will not be able to process your return.
You may return any item purchased from our website for an exchange or refund within 14 days of receiving your purchase. (except for those specifically excluded such as underwear and certain jewellery items).
All non-faulty items returned for a refund or an exchange will need to be in a saleable condition as originally sent, with all tags and labels attached.
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If you prefer, you can return the item(s) to one of our stores where a member of staff will arrange for your return to be processed and will issue you with a receipt as proof of the return. It will then be sent to the e-commerce team for processing and you will be advised by email as soon as a refund has been issued. (We cannot issue refunds in-store for online purchases).
You are welcome to exchange items purchased online for items in-store of an equal or greater value. Unfortunately, our stores are unable to issue partial refunds, so if you want to exchange your online purchases in-store for something with a lower price, then we advise you place a new order online or in-store and return your original item for a full refund.
Please be aware that if we receive returned item(s) outside the 14-day return period and without previously notifying us, we will be unable to issue a refund and your goods will be shipped back to your original delivery address at your cost.
You have the right to cancel your order and this can be exercised in writing or email. You can find our contact details on the contact us page on our website.
Can I change my delivery address?
At the checkout page we offer the opportunity to select a delivery address that is different to the billing address. For security reasons this service is offered at our discretion and we reserve the right to ship only to the billing address or ask that proof of address is provided before shipping. Orders placed over the telephone will be shipped only to the billing address. Telephone orders are made at our discretion subject only to UK customers.
What happens if I'm not there when delivery is attempted?
Our couriers will leave a failed delivery card with some available options. Eventually orders make their way back to us. Refunds or exchanges cannot be made until we are in receipt of unclaimed parcel. Refunds will not include the original delivery charge and we will need to charge again to re-send if required.
Why have I been asked for additional information?
As part of our company policy, we regularly carry out security checks on orders to protect both our customers and our business. All information given to us is kept strictly confidential and will be disposed of once your order has been dispatched. Please note if you have been asked to provide additional information we cannot begin to process your order until this information has been received.
Are you able to price match on items?
Yes. However, to price match, you will have to be able to provide us with a link to the website you are comparing and the correct item must be in stock in the exact colour and size. Please be aware we can only price match before purchasing.
Do I have to pay customs and import charges?
Any customs or import duties on international orders are charged once the package reaches its destination. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
How long do I have to return my order?
You have 14 days to return your order to us. Any returns that are returned after that date will not be accepted and will be returned to the sender.
Do I have to pay for return postage?
We offer free Royal Mail Tracked Returns for all our UK customers. Unfortunately we are unable to offer free returns for our international customers at this time.
How long will it take for you to refund me?
Refunds are usually processed within 3 - 5 working days after arriving back with us; we'll email you as soon as this has been processed. In rare circumstances, it can take up to 10 working days for a refund to reflect in your account statement.
When will I receive my exchanged product(s)?
Once your return has arrived back with us, please allow up to 3 working days for your exchange(s) to be processed before dispatch.
Can sale/discount items be returned?
Yes, all items purchased online can be returned for a refund or exchange. You will be refunded the price you paid for the item. If you have used a discount code on your order, you will be refunded the discounted price.
My product is faulty, what should I do?
Please contact us at email@example.com so we can discuss the steps of returning a faulty item.
If you have any concerns regarding our policies then please do not hesitate to get in contact by emailing firstname.lastname@example.org Your statutory rights are not affected.