Delivery Policy
- INTRODUCTION
1.1
In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our Website.
1.2
This policy is a legally binding document, and this policy shall form part of the contract of sale between you and us made under our Terms and Conditions of Sale. - DELIVERY NOTIFICATIONS
2.1
We will arrange for the products you purchase to be delivered to the delivery address specified during checkout. You are responsible for ensuring that the address provided is complete and accurate. If an incorrect or incomplete address causes delivery to fail, we may arrange redelivery and charge the reasonable additional cost, or cancel and refund the order after the parcel has been returned to us, less any reasonable delivery and return charges we have incurred. This does not apply where the addressing error was caused by us or our delivery provider. Please contact us as soon as possible if you notice an error in your delivery address.
2.2
You will receive an email at the address provided when your order has been dispatched. Where the selected delivery service includes tracking, the email will contain a tracking number or link. Some standard delivery services may provide delivery confirmation only and may not show the parcel’s progress throughout its journey. - GEOGRAPHICAL LIMITATIONS
3.1
We deliver only to the countries and regions available for selection during checkout. We do not deliver to General Delivery, P.O. Boxes or Poste Restante addresses. Available destinations may change from time to time. If we are unable to deliver to the address provided, we will notify you and cancel and refund the order. - DELIVERY TIMESCALES
4.1
We aim to dispatch orders within 1–2 working days. If a product needs to be made before dispatch, additional processing time may be required. Any dispatch date provided is an estimate and may be affected by the circumstances described in Section 4.5.
4.2
We do guarantee that unless there are exceptional circumstances all deliveries of products will be dispatched within 10 days following the later of receipt of payment and the date of the order confirmation.
4.3
Within UK we will deliver your products within 2-5 working days of dispatch. Deliveries may be delayed in accordance with Section 4.5.
4.4
The delivery periods set out in Sections 4 and 5 are estimates only. We will make every reasonable effort to deliver your order within the estimated period. Nothing in this paragraph affects your statutory rights where an order is significantly delayed or not delivered.
4.5
Sometimes, for reasons beyond our control we may be prevented from delivering your products as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We will not be liable for delays caused by circumstances beyond our reasonable control, but we will contact you where possible and this does not affect any right you may have to cancel the order and receive a refund where delivery cannot be completed.
4.6
We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you. - INTERNATIONAL DELIVERIES
5.1
We deliver internationally to the countries and regions available for selection during checkout. Available destinations may change from time to time.
5.2
Overseas orders are normally delivered within 10 working days. Deliveries may be delayed in accordance with Section 4.5.
5.3
We cover applicable customs handling fees associated with delivery. Unless stated otherwise at checkout or included in the selected delivery service, our prices do not include import VAT or customs duties imposed by the destination country, which must be paid by you. Delivery may occasionally be delayed by customs procedures outside our control. Customs policies vary by country; please contact your local customs office or tax authority for information specific to your destination. - DELIVERY TRACKING
6.1
Domestic delivery tracking is available for all orders.
6.2
International delivery tracking is available in respect of all orders for our products.
6.3
To track your delivery, enter your order Tracking Number (which is provided in your order dispatch confirmation email) into our delivery service provider’s website. - RECEIPT AND SIGNATURE
7.1
Deliveries will be made in accordance with the selected delivery service and any available delivery preferences or instructions. A signature or in-person receipt may be required for some services or destinations.
7.2
If delivery cannot be completed, the delivery provider may leave a card or send an email or SMS notification with instructions for arranging redelivery, collecting the parcel or selecting another available delivery option.
7.3
We will not accept responsibility for loss or damage if the delivery company is instructed to leave the products unattended. - COLLECTION
8.1
If your products remain undelivered despite our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection. - DELIVERY PROBLEMS
9.1
If you experience any problems with a delivery, please contact using the Contact Form that we publish on our Website.
9.2
If you change the delivery address once the products you purchase have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery, if the carriers are able to make the change. This will delay your delivery.
9.3
If our delivery service provider is unable to deliver your products, and such failure is your fault, and/or you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery.
9.4
An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) you provided the wrong address for delivery;
(b) there is a mistake in the address for delivery that was provided;
(c) the address for delivery is not reasonably accessible;
(d) the address for delivery cannot safely be accessed;
(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.
9.5
If a parcel is recorded as delivered but you have not received it, please contact us promptly. We will investigate the delivery with the delivery provider, who may ask you to complete a written Denial of Receipt declaration. We will keep you informed while the investigation is carried out and will provide an appropriate remedy where the parcel is confirmed as not having been delivered to you. - INSPECTION UPON DELIVERY
10.1
Please check the products as soon as reasonably possible after delivery. Any missing item or visible damage present on delivery should be reported to us within 2 working days where reasonably possible, so that we can investigate promptly with the delivery provider. - LOST DELIVERIES
11.1
If a parcel is recorded as delivered but you have not received it, please contact us promptly. We will investigate the delivery in accordance with Section 9.5.
11.2
If the products you purchase are lost or damaged please report this to us within 2 working days of delivery of the products.
11.3
We cannot refund orders or send out a replacement until the delivery is confirmed to be lost. Lost deliveries must be confirmed by the delivery service. Parcels may normally be considered lost 7 working days after the due delivery date for UK deliveries and 25 working days after the due delivery date for international deliveries.