Delivery Terms – All products excluding Personalised Items.
Delivery dates are normally specified with the product description. However once the product has been despatched we cannot be held responsible for delays due to problems with the carrier or adverse weather conditions. Please note that these delivery dates are a guide only and are not a formal contract.
Unless you give us written notice within 5 days of the date of receipt that the items ae not in conformity with the order, you shall be deemed to have accepted the goods.
After ordering your product, should you decide you no longer require it you must notify us immediately at firstname.lastname@example.org
and we will endeavour to cancel your order. If this has already been despatched you may return it to us, unopened, at your cost.. When the item is received we will refund you, less the original carriage fee. If the item has been opened, used or assembled or the packing damaged, this may detract from re selling the item and your refund will be reflected accordingly. Do not return any items without prior notification to ourselves. We reserve the right to charge a handling fee for accepting non damaged goods.
If the packaging has been damaged during transit to yourself, please sign for it “packaging damaged”. Any item which is not signed for as damaged will be logged as delivered in good condition, thus rendering subsequent courier claims invalid. Please photograph the packaging before opening the parcel in case the item has itself been damaged. You need to keep the packaging as the carrier will wish to inspect this. Please do not refuse the parcel as you will incur return delivery charges. These terms are specified by the courier.
If the item itself has been damaged please notify us within 48 hours at email@example.com (this is specified by the carrier). Please photograph the damage and e mail it to us with any description necessary. We will contact the carrier and if necessary arrange for this item to be collected and a replacement delivered. Photographic evidence clearly showing the damage must be supplied to us before we can proceed with an exchange or credit. Do not return the item to us before contacting us. We will not issue a credit/replacement unless prior authorisation for their return/disposal have been given by ourselves.
In the event of non delivery, you will be advised by e mail when the item has been despatched. If the item does not arrive you must advise us within 10 days. Claims made after this period cannot be accepted.
In the event only part of the consignment is received you must advise us within 5 days so that we can register this with the courier. Claims made outside this period cannot be accepted;
Please be aware refunds can take up to 14 days from receipt of the returned goods
Delivery Terms Personalised Items:
Some postal addresses in Northern Ireland, some offshore islands and some remote areas of Great Britain may not be covered by our normal delivery services and so we may have to contact you to advise you of extra postal charges.
The majority of our products are despatched by Royal Mail 48hr. If you have not received your items, you must check with your local sorting office even if you have not received notification from your postman that they are holding items for you.
In the event that we reproduce an item for you and subsequently the original is returned as undelivered by Royal Mail, we reserve the right to charge an administrative fee up to 100% of the trade price of the reproduced product.
We reserve the right to wait up to 10 working days from the date of despatch before taking further action regarding an undelivered item.
Orders that have been personalised cannot be cancelled once they have entered the production process. If you still wish to cancel the order beyond this point 100% of the order will still be charged.
If you wish to cancel your order you can notify us during office hours by email to firstname.lastname@example.org or by telephone (01271 866378) before the goods have been placed into production.
Where goods have already been dispatched to you a refund is not possible.
Please note: In order to provide a fast service some products are immediately sent for production. Please check your order on screen and the confirmation email carefully as we cannot refund products which have been mis-spelt.
We reserve the right to cancel your order at any time and issue a full refund.
The provisions of this clause do not affect your statutory rights.
What do I do if I received the wrong item:
If the item received is not what was originally ordered, please contact us on email@example.com quoting the order number, name and address, details of the product and the reason for return, and whether a refund or a replacement is required. We will then advise on how to proceed with the return.
If the item received is faulty, please contact us on firstname.lastname@example.org quoting the order number, name and address, details of the product and the reason for return, and whether a refund or a replacement is required. We will then advise on how to proceed with the return. If the item is faulty, please return it to us within 30 days of receipt. Refunds cannot be given if the fault is as a result of misuse.
Please be aware refunds can take up to 14 days from receipt of the returned goods.
The colour of the product you receive may not match the colour as displayed by our website on your computer monitor. Please be aware that if colour is important to you, your order is placed at your own risk.