Delivery & Returns

Quoted delivery prices:
The delivery price initially quoted in the Shopping Basket is the cheapest offered by our couriers or by Royal Mail to the cheapest UK post code.
When you click ‘checkout’ we will ask you for your worldwide delivery location – our software will check with FedEx, UPS, DPD, Parcel Force and Royal Mail and quote you an exact delivery charge. All of this is done before you are asked for payment. VAT is applied on delivery charges.

Next day despatch:
If you place an order on our website before 12:00pm on a working day and choose delivery by one of our couriers (DPD, UPS, FedEx or Parcel Force but not Royal Mail) we will despatch at the latest the following day. They will be at your door or a local shop with your parcel between 2 to 3 working days. They may leave your consignment with a neighbour if you are not in. If they are unable to do this they will leave a card explaining that they were unable to deliver.

This offer does not apply for Royal Mail delivery.
This offer only applies to our FedEX, UPS, DPD or Parcel Force standard next working day (Mon-Fri) courier delivery options.
This offer only applies to deliveries to UK addresses which are in our couriers next day delivery zones – ie it excludes Highlands, offshore and other remote locations.
This offer is not extended to include any special instructions you may add in the ‘comments’ boxes when you checkout.
You must give us the correct delivery address, post code and contact phone number – if any details are inaccurate it may delay your consignment.
Please read further points and conditions below.

Dispatch & Delivery Information:
If you ordered before 12:00pm on a working day we will email you at approx 6pm with a tracking number and information on how to track your parcel (unless you chose the untracked Royal Mail option). To track your parcel go to:
www.dpd.co.uk/service
www.fedexuk.net
www.UPS.com
www.royalmail.com/track-your-item

If you need to go and pick up the parcel or have not been carded (or lost the card) then click this link, enter your Post Code and you’ll get details of your depot:
www.dpd.co.uk/apps/depotfinder/index.jsp
www.fedexuk.net
www.ups.com
www.royalmail.com/delivery-and-collection-office-finder

If no-one is at your address the courier may, at their discretion, try a next door neighbour to see if they will sign for and look after your parcel.
If you are out the courier will leave a card explaining if they have left your consignment with a neighbour or explaining that they will deliver the next day – and/or explaining how your can contact them to rearrange a delivery or collect from their depot – please read this card.
If you get a card and haven’t had delivery you must contact the courier within 5 working days or the delivery will be assumed refused and you may be charged for redelivery.
If your parcel hasn’t arrived when it should and you haven’t been carded please contact us as soon as possible. Unfortunately with Royal Mail untracked service if you don’t get it delivered we have to wait a total of 13 days before Royal Mail will admit they have lost it.
If you provide us with an incorrect address we will have to pass on the fee our courier may charge for the address to be changed for your consignment.
Someone (anyone) must be at the given address to sign for the delivery between 8-30am and 7:00pm (for standard next day services). Therefore we recommend delivery to a work address where someone is willing to sign for the goods during the working day. A signature is required as proof of delivery.
If you have chosen to have your goods ‘left safe’ and they are stolen or damaged you CANNOT CLAIM COMPENSATION – therefore we strongly advise you do not request your goods are left safe.
Please do not accept anything from the courier which is obviously damaged. They will return them to us if you refuse to accept them and we will send undamaged goods back out to you.

If you have accepted the goods from the courier but find they are damaged ot items are missing you must inform us as quickly as possible. Please do not throw away any of the packaging – we will request a photograph of the packaging and the damaged items to confirm what has happened. If you do not want to send us a photograph then you must return the damaged goods back to us so that we can inspect them.

For details about returning goods and your ‘Right to Cancel’ please see the Returns/Right to Cancel policy in our Advice Centre on this website.

UPS Access Point information:

Access Point has a 3pm cut off for next day .
UPS will email you a notification the moment they deliver to the Access Point – which may be as late as 6pm.
Please do not go to the Access Point until you get the email.
You must show government issued photo ID (drivers licence, passport etc) which matches the name on the parcel. It doesn’t matter if the address on your ID is different to your delivery address.
If you don’t have government issued ID then take along other photo ID plus a utility bill, wage slip, bank statement etc.
If you cannot go to the Access Point yourself you can send a friend. However they will need to take your photo ID with them as well as their own.
The Access Point will hold onto your parcel for 10 days. After that they will return it to us and we will charge you again for re-delivery.

International Deliveries

We send export orders by courier or freight. We can only give you an estimated delivery date.
Please be aware that you must be available to receive the goods – if you are not at the address the courier may send the consignment back to us in the UK. Unfortunately the cost of returned consignments is two times the cost of dispatching them – which will be passed on to you. So please make every effort to get hold of your parcel to prevent this charge.
You are responsible for paying all importation costs – import duties and other taxes. It is your responsibility to investigate how much these taxes are prior to ordering from us – they can vary from zero to 100%!

Theft:
We accept no liability for a successfully completed delivery that you do not take possession of. We are delivering to an address NOT an individual. Therefore if you share an address with other people please be aware that they may take possession of your goods.
If you asked for the goods to be left safe and they are not there I am afraid that we or the courier cannot accept responsibility for the theft. If our courier logs a consignment as having been delivered and it is not there then please call us immediately. In these cases we will provide you all the help we can, but it is up to you to contact and deal with the Police.

Where we won’t deliver:

Couriers will not deliver to Royal Mail PO boxes – so you can only order up to 1.5Kg of goods and choose the Royal Mail option when you checkout.
We will not delver cream chargers to addresses where vulnerable people may be put at risk. This includes schools, colleges, universities, hospitals etc.
Couriers will not deliver to BFPO addresses. Royal Mail will however – so please choose that option.

Other notes.

If you need to change the delivery address after dispatch the couriers may charge us a re-booking fee – usually it is cheaper to have the goods returned to us here and dispatched again.
Please make sure we have a valid phone number so you can be contacted should there be any delivery problems.
If you place your order after 4:45pm and require your goods urgently we may be able to prioritise you – call us.

Acts of God:
We cannot be expected to deliver next day should the consignment be delayed or destroyed by an ‘Act of God’ – so for example extreme weather may cause a delay in your consignment which we can reasonably argue is circumstances beyond our or our couriers control.

We try very hard to get your delivery to you without wasting your time, but we require your help for this to happen. Please give us as much address information you can – and a phone number that both our staff and the courier driver can get you on.

LEGAL & COMPLIANCE

Right to Cancel.
Because we are a website you are not able to physically inspect the goods before you purchase – so the EU has created what is called your ‘Right to Cancel’ so that you can look at the goods we send you and decide if you want to keep them or if you want to send them back to us. You have 14 working days after we have completed delivery to decide if you want to use your Right to Cancel – after that period you have completed your purchase. This is referred to as a ‘cooling off’ period.

Food or non-Food?
Right to Cancel legislation treats foods differently to non-foods. You cannot buy a food product from us and break the seal on it (which means we cannot re-sell it) decide you don’t like it and expect a refund. If the food has gone off or is contaminated etc then of course you should contact us.

Below are some examples of circumstances when you need to contact us about a problem with your order:
1. I have changed my mind and don’t want the goods anymore.
Use your Right to Cancel – see Returns Procedure below.
2. The goods have arrived but they are not what I thought they were.
Use your Right to Cancel – see Returns Procedure below.
3. The goods have arrived but I can’t use them because the description on your website or the image on your website was wrong.
Its our fault – tell us about it and we’ll take the goods back – see Returns Procedure below.
4. The goods have arrived damaged.
Please do not accept anything from the courier which is obviously damaged. Please refuse to accept the parcel and they will return them to us and we will send undamaged goods back out to you.

If you have accepted the goods from the courier but find they are damaged or items are missing please inform us as quickly as possible. Please do not throw away any of the packaging – we will request a photograph of the packaging and the damaged items to confirm what has happened. If you do not want to send us a photograph then you must return the damaged goods back to us so that we can inspect them.
5. The goods have arrived but they are faulty.
Its our fault – tell us about it and we’ll take the goods back – see Returns Procedure below.

The Returns Procedure (consumer customers only):
If you need to return something please email [email protected] giving the reason for the return.

Please follow this procedure:

Send the item back to the address on your invoice (see below).
Include the packing note, invoice or a written list of the items.
Please include the original product packaging.
Include your address and phone number.
Explain the reason for the return.
Ensure it is securely packed.
Please use a ‘signed for’ service that will have a proof of delivery and insure it. You are responsible getting the items to us safely.
Alternatively we can arrange for collection – but you may be charged for this depending on the reason for the return.
If you are using your ‘Right to Cancel’ the item must arrive back to us within 14 days from when you notified us that you intended to return it.
If you have sent something back to us using your ‘Right to Cancel’ we’ll inspected the products and if in good condition so that we can re-sell them you will be refunded the full purchase price. If the items are not in good condition we will offer you a fair price for them – or the option of having them back. You will not be refunded the original shipping cost.

Please note that you are responsible for the costs of returning items to us – unless its our fault (i.e. the items are damaged, faulty, or we sent you the wrong thing etc).

If you are unsure about any of this please just email us and we’ll be very happy to help.

Cancellation of orders that havn’t been shipped.
If you place your order and then decide you don’t want it please call us. If you call before 4:30pm on the day of dispatch we will stop it from being dispatched and refund the full cost of the order. If its after 4:30pm then it may be too late – the courier leaves sometime after 5pm.