Delivery & Returns
Delivery Information
Delivery Options & Costs
We offer the following delivery options:
- Standard Delivery: [ 2–5 working days]
- Express Delivery: [ 1–2 working days]
- Next-Day Delivery: Available on orders placed before [1pm]
Delivery charges are calculated at checkout and clearly displayed before you complete your order.
Delivery Times
All delivery times are estimates and begin from the date of dispatch, not the order date. Orders are typically processed within [1-2] working days.
We aim to deliver goods within 30 days of order confirmation, as required under UK law, unless otherwise agreed.
Missed Deliveries
If you are unavailable at the time of delivery:
- The courier may leave your parcel in a safe place or with a neighbour
- You may receive instructions to rearrange delivery or collect from a depot
Delays
We are not responsible for delays caused by events outside our control (e.g. severe weather, courier disruptions). If a delay occurs, we will inform you as soon as possible.
Returns & Refunds
Your Right to Cancel (Cooling-Off Period)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods for a full refund.
- You then have a further 14 days to return the goods after notifying us
- Refunds will include the cost of standard delivery (if paid)
How to Cancel
To cancel your order, please contact us at:
- Email: [your email]
- Phone: [your phone number]
Include your order number and details of the items you wish to return.
Return Conditions
To be eligible for a return:
- Items must be unused and in their original condition
- Items should be returned in original packaging where possible
You may inspect goods as you would in a shop, but excessive handling may reduce your refund.
Return Costs
- You are responsible for return postage costs unless:
- The item is faulty
- The item is not as described
- We made an error with your order
We recommend using a tracked service, as you are responsible for goods until we receive them.
Refunds
Once we receive your return:
- Refunds will be processed within 14 days
- Refunds will be issued using your original payment method
We may withhold the refund until we receive the goods or proof of return.
Faulty, Damaged, or Incorrect Items
Under the Consumer Rights Act 2015, you are entitled to:
- A full refund within 30 days if goods are faulty
- A repair or replacement after 30 days (if appropriate)
If your item is faulty or incorrect:
- Contact us as soon as possible
- Provide photos if requested
- We will cover return postage costs
Exchanges
We do not offer direct exchanges. Please return the item for a refund and place a new order.
Frequently Asked Questions
1. How long do I have to return an item?
You have 14 days to cancel your order and a further 14 days to return the item.
2. Do I have to pay for return shipping?
Yes, unless the item is faulty, damaged, or incorrect.
3. When will I receive my refund?
Within 14 days of us receiving the returned goods or proof of return.
4. Can I return used items?
You can inspect items, but they must be returned in a resellable condition. Excessive use may result in a reduced refund.
5. What if my item is faulty?
You are entitled to a full refund within 30 days. After that, you may be entitled to a repair or replacement.
6. What if my order hasn’t arrived?
Please contact us if your order has not arrived within the expected timeframe. We will investigate with the courier.
7. Can I cancel my order after it’s been dispatched?
Yes. You can still cancel within 14 days of receiving the goods and return them for a refund.
8. Do you refund delivery charges?
Standard delivery costs are refunded if you cancel within the 14-day cooling-off period. Premium delivery options are not refundable.