We want to ensure all our customers that we are STILL delivering and will continue to do so until told otherwise. However, we ask that you bear with us during this time as we are working on a reduced team, meaning there may be a delay in orders arriving to you.
Due to the current Covid 19 Pandemic Royal Mail are experiencing an extremely high volume of parcels and are currently experiencing delays with their shipments.
We advise all our customers who are placing time sensitive orders to select the Next Working Day Shipping method.
Following the decision by the French Government to close the border with the UK, we have no choice but to suspend our European road services to continental Europe and the Republic of Ireland with immediate effect.
Orders received by 2pm on a weekday will be despatched the same day subject to stock availability. Standard delivery timeframe is 24-72 hours - again, provided that the item is in stock and depending on your delivery service selection.
Please be aware that we do not despatch orders on weekends or bank holidays and our couriers do not deliver on Sundays or Bank Holidays. Orders received during this timeframe are processed on the next working day.
Due to the large number of products that we sell we do sometimes find a product to be out of stock which means we will need to reorder from our suppliers. In this instance some orders may take 3-7 days to fulfil. In most cases we can obtain further stock within 3 working days, provided the stock is available to us in the UK. Should our supplier be unable to resupply us we will notify you and offer an alternative or refund / partial refund.
If your order is urgent, especially if it is for a specific event or date then please do let us know via a note in the comments section on your order and please specify the date required. We would also recommend selecting one of our Premium Timed delivery windows.
3 - 5 working days - £5.95 per order
Next Working Day - £ 7.95 per order
Saturday Delivery - £10.95 per order
*Please note: The cut-off time for all Next Day Delivery orders is 2pm on the day of purchase.
We use DPD Local as our main courier, who are trusted and well-established Nationwide. They are well managed and operate extremely reliably, priding themselves on their customer service. They operate using local permanent staff rather than agency drivers and take a personal approach to their deliveries. They also use the latest in tracking technology to ensure you have maximum control over the delivery of your parcel.
By providing us with your email address and mobile phone number, DPD Local will email you the night before delivery to confirm that they have your order and will be delivering it to your requested address. On the morning of your delivery, they will text you with a 2-hour time slot for delivery and give the option to change delivery day, location or where to leave the parcel by replying to the text.
In addition to this, we also use Royal Mail tracked services - which provide an extremely reliable, safe and secure service for deliveries nationwide.
Please remember, Couriers are the link between you and us and we do not own that link, nor can we directly control what happens within it. If a problem does arise, we will do our very best to address those problems for you where we can and we regularly review the service we are getting from our trusted partners and follow up issues where appropriate.
Goods may only be signed for by persons over the age of 18. Our couriers may ask for ID if you appear to be under 18 and may refuse to deliver if suitable ID cannot be provided.
You can choose to have your order delivered to an address other than your billing address, such as your place of work or to a friend or relative. Simply add an alternative shipping address when placing your order.
If you are sending a gift, you can add a gift card to your order at no extra cost, please ensure you tell us in the notes at checkout. We will not put in any kind of invoice paperwork with gifts, this will come directly to your email.
If no one is available to meet the courier, the courier will leave a card to say they have been. Alternatively, you may authorize the courier to leave the order in a certain place. There is a delivery notes section in the shopping checkout where delivery instructions can be left should you or the parcel recipient be out.
You can check your order’s progress specifically by using the tracking number provided on the 'Order Shipped' email you will receive. Once your order has been dispatched from our warehouse we will send you a Dispatch Email with a tracking link so you can follow its journey.
Damage or Breakages
We take special care to ensure your goods are packed safely and securely, using approved packaging but occasionally and unfortunately, some breakages or damage can occur.
Any damage to the order that has occurred during transit must be reported to us as soon as possible on receipt of the goods. If there is visible damage on delivery, this must be reported to the courier.
All goods must be examined, and we must be notified of any breakages immediately and within two days of delivery at the latest. We may ask you to send us photos of the damage before further action is taken.
We guarantee your satisfaction with our products. However, in accordance with the UK Online and Distance Selling Requirements, you are entitled to cancel your order at any time within 14 working days of receiving your goods. The cancellation period ends on the expiry of the period of 14 working days beginning with the day after the day on which you received the goods.
Please return your product unopened in its original state and securely packaged within 14 days of receiving your parcel and a full refund will be issued minus the delivery and collection costs. Shipping and handling charges are NOT refundable unless the goods delivered were incorrect, damaged or faulty. (This does not affect your statutory rights in the event of faulty goods).
More information can be found at: https://www.gov.uk/online-and-distance-selling-for-businesses/overview
If you wish to return items for any other reasons, these cases can be reviewed on an individual basis, so please email or call to discuss. If you have a bulk order for an event and wish to return unused stock we reserve the right to charge a 20% restocking fee.
Please note: If you choose to send an item yourself and not via our courier collection service we recommend using appropriate services to cover the value of your product in case of any damage incurred during the returns process.
Unwanted items that arrive back to us damaged that have not been transported using our approved courier collection or drop off service will not be refunded.