FREQUENTLY ASKED QUESTIONS
Heavier packages are sent via DPD Local or Yodel courier. Lighter items are sent via Royal Mail Services.
If you selected our standard service (FREE on selected items), we aim to deliver your item within 2 working days from the date of purchase. Free delivery is a non-guaranteed service and although it usually takes 48hrs, it may take longer – Royal Mail state this can take as long as 5 working days, however we rarely experience this.
In the rare event that your parcel arrives damaged please ensure you state this when signing for the parcel or ask the courier to return it to us directly. If it doesn’t arrive, incorrect items are received or your item arrives damaged, you will need to report this to us within 7 days of placing the order, otherwise we may not be able to rectify it. You will need to provide a photograph of your invoice, box and contents and email them to firstname.lastname@example.org where we can then rectify the issue. If the items or packaging have been thrown away we will not be able to take claims any further. If we do request that your damaged item is to be returned, we ask that you do this within 14 days of a returns label being issued. Any damaged returns received after this time cannot be resolved.
We want our customers to be happy with the goods they have purchased and ecstatic about our delivery and service. We will take back any faulty product and exchange it for a new one, or refund you in full. Returned items need to be received within 7 days via recorded delivery to ensure it gets here safely. Please enclose a note with the package to say when you purchased it, your full name, address and contact details so we can find that transaction record.
Goods should be returned in original, unopened packaging. Open packages cannot be returned.
Please contact us for return information and any further questions – email@example.com