The dispatch
All products are shipped discreetly in a brown box with absolutely no indication as to the contents.
All goods that are dispatched are sent by a recorded insured service. This means goods will not be left on the door step or with neighbours. This enables a fully discreet service and your customers confidentiality.
Goods that are in stock are dispatched within 24 hours. If for any reason we are out of stock, we would expect to dispatch the goods in about 12 days but realistically this is much quicker. If there is a manufacturing delay with any products you will be notified by email as soon as we are aware.
We use Royal Mail and Parcel Force courier
UK
Royal Mail: If you are not in when your parcel arrives they will keep the package at their local depot for 7 days enabling you to pick it up. After 7 days the parcel then returns to us.
Parcel Force: If you are not in when your parcel arrives parcel arrives they will keep the package at their local depot for 5 days enabling them to pick it up. After 5 days the parcel then returns to us.
Southern Ireland
Goods are dispatched by Royal Mail Recorded delivery if the parcel weighs less than 2kg. Over 2kg then goods are sent via Business Post International and International shipping rates apply.
Europe
Goods are dispatched by Royal Mail Recorded delivery if the parcel weighs less than 2kg. Over this weight then goods are sent via Parcel Force International
Rest of World
Goods are dispatched by Royal Mail Recorded delivery if the parcel weighs less than 2kg. Over this weight then goods are sent via Parcel Force International
BFPO (British Forces Post Office)
Goods are dispatched by Royal Mail Recorded delivery.
Redelivery of goods will be charged at normal delivery rates as detailed below
The Charges
Postage to UK addresses is FREE
Remote Location Delivery Charges
It has recently come to our attention that certain areas in the UK cost us a premium to reach by courier. Remote locations in Scotland tend to be the frequent ones. If your parcel requires this additional shipping charge we will advise you.
Europe and Southern Ireland delivery charges – Please click here
For international delivery costs. Please click here
Redelivery Charges.
Occasionally customers fail to pick up their order from the local depot once the initial delivery attempt has been made if they were out. After a week the parcel is shipped back to us. Unfortunately redelivery will be charged at the following rates
UK Re- Delivery charge:-
Up to £20 of goods = £3.50
Up to £50 of goods = £4.50
Up to £80 of goods = £5.50
Up to £100 of goods = £7.00
At this point goods are more often than not are having to be sent by courier so slightly higher charges apply
Up to £120 of goods = £9.00
Up to £160 of goods = £10.00
Customer Exchanges and Faulty items:-
If a customer returns an item because they don't want it and they want an exchange the redelivery charges apply.If a customer returns an item for an exchange due to a fault there is no charge for sending a new item back to them.
If a customer sends an item back claiming it is faulty and it is in fact alright once checked redelivery charges apply to return the item to them.
Cancelled Orders:-
If an order is cancelled after dispatch the full delivery charge (not the subsidised charge) will not be refunded.
What happens if something goes wrong?
We have a dedicated team looking after your interests and if there are any issues with your parcel we will work to overcome the problem and obtain a delivery for you.
If you parcel is lost on route we will endeavour to obtain compensation for you. We will liaise with the particular depot on your behalf and resolve any problems swiftly and keep you updated at all times.
Lost Parcels.
We do not replace lost parcels free of charge. All parcels are dispatched insured and our team will look after the claim procedure on your behalf and all compensation once obtained will be passed onto you. So you will never be out of pocket but in the mean time if you wish to have a replacement order sent this must be sent at your cost.
A claim usually takes about 4 weeks to complete.
Royal Mail Procedure:-
1) We complete a claim form and include proof of posting and copies of commercial invoices to prove the cost of the goods.
2) Royal Mail processes the claim and contacts you to confirm the goods never arrived.
3) The claim is accepted once Royal Mail receives your confirmation back.
4) We receive a cheque and you are refunded the compensation amount in full.
If you do not confirm the parcel is missing, no payout is received from Royal Mail so in turn you will not receive any compensation.
Parcel Force & Parcel Force International.
1) We complete a claim form and include copies of commercial invoices to prove the cost of the goods.
2) Business Post International processes the claim.
3) We receive a cheque and you are refunded the compensation amount in full.
