Shipping & RETURNS
We aim to deliver to the UK, Isle of Man and the Channel Islands, Europe and many countries worldwide.
Your order will be sent via Royal Mail or Courier. Delivery options and costs will be displayed on the product pages.
A signature may sometimes be required at delivery. By placing an order you are authorising us to accept a signature from another person at the same address on your behalf if you need to sign for a product and you are not present at the time of delivery.
For some products that do not require a signature at delivery you may be able to give instructions explaining if and where you would like the product to be left if no one is present at the time of delivery, such as with a neighbour.
Ownership of a product will not pass to you until we have delivered the product to you (either directly, or by leaving it in a safe place or with a neighbour). This is when the contract between you and us will be deemed to have concluded. Once a product is delivered, responsibility for risk of damage to or loss of the product passes to you.
We may also use third party delivery companies which may, at their discretion, leave a product in a safe place if no one is present at the time of delivery. In these circumstances the delivery company will put a card through your letter box explaining where the product has been left.
We aim to processed and despatch your order within 3 working days of receipt (Mon – Fri)
Please be aware that any items sent recorded will need to be signed for when delivered by Royal Mail or by our courier.
Order Not Arrived?
Mail does sometimes take longer than normal and occasionally items are lost in the post. Please allow the following delivery times before contacting us.
UK Orders – Allow up to 4 Weeks after Despatch
EU Orders – Allow up to 5 Weeks after Despatch
ROW Orders – Allow up to 8 Weeks after Despatch
We are unable to refund or resend items before these times.
Please be aware that in November 2010 US Security introduced new security measures, advising that parcels can no longer be transported by passenger airlines. Parcels can now only be transported by sea or air cargo and as a result of this mail now takes much longer to arrive in the US than it previously did, so please allow up to 8 weeks for delivery.
CANCELLATION & RETURNS
Cancelling or Returning Your Order
We understand that you may change your mind after ordering:
Cancellation of order prior to dispatch
If your order has not been dispatched we will cancel the order and full payment will be refunded
Up to 7 days after delivery
Under the Distance Selling Regulations you have 7 working days to cancel your order, starting on the day after the date of delivery. You must cancel your order by emailing or writing to us. You will be responsible for the cost of returning the goods to us, and you must take good care of the goods whilst they are in your possession. If the goods are damaged whilst in your possession, or in transit, we may be unable to accept them.
Your rights under consumer legislation are not affected.
7 to 28 days after delivery
If you cancel between 7-28 days after delivery, in addition to your liabilities above you will also be charged the cost of delivering the goods to you.
When returning your goods, please return them in an as new and saleable condition, with labels still attached, and complete with all the packaging and labels that were supplied with the goods.
Please note that your right to return an item does not apply to certain items unless these items are faulty or mis-described. Such items include products that cannot be resold for health and hygiene reasons once unwrapped, for example certain items of clothing or certain baby products.
Please note that if goods have been washed or worn, then we are unfortunately unable to accept them for return.
If you are posting an item back to us please obtain a proof of posting certificate. This is provided free of charge by the Post Office. If goods are lost in the post, you must agree to our reasonable requests for tracking the delivery (such as showing us the proof of posting certificate) before we can give you a refund.
Return of faulty, mis-described, or damaged items
Upon delivery, please check that the order is complete and not damaged. In the event that your order is visibly damaged, do not accept the order and enter on the delivery note “Damaged” along with a brief description of the damage.
If you have accepted the order and subsequently discover that the goods are mis-described or faulty, you are entitled to a refund or replacement. Do not use the goods and contact us as soon as possible and in any case within 28 days, describing the problem in as much detail as possible. We will then advise you how to proceed. Please do not return faulty or mis-described goods without contacting us first
If you are entitled to a refund because your goods were damaged or mis-described, we will refund you as follows:
If you return all items of your order at the same time on damaged or mis-described grounds, we will refund the cost of your order and the delivery charge.
Delivery charges will not be refunded if you return only part of the order (e.g. you have ordered two items but only return one). If items are parts of a set, you must return all parts of the set in order to qualify for a refund.
Any refund due will be credited to the original card used to purchase the goods.
Refunds will be processed as soon as possible, but please note that refunds can take 7-10 days to appear in your bank or credit card account.