Postage Policy
Delivery Addresses
When ordering please ensure that you correctly enter your Billing Address (NB: where your credit card is registered) and Delivery Address (where you want your item delivered to).
All orders are sent to the delivery address the customer enters on the portal when placing their order. We do not accept any liability for any parcel lost, delayed or rejected because of:
- Incorrect or incomplete addresses being entered, including but not restricted to: spelling errors, missing house/flat numbers, incorrect or incomplete postcodes & students living in halls who have not included their flat and room details.
- Unauthorised address use, including university campus', as the mail room/sorting office will reject parcels that do not belong to registered residents or staff.
- Parcels delivered to addresses where the delivery person does not have access to deliver to the flat/room specified and has to deliver the parcel to a reception or post room/area.
- Adjustments that are made to the delivery instructions after the parcel has been despatched eg. changing the delivery address to a collection point, or selecting a "Safe Place" for the parcel to be left.
Delivery Information
When an item from your order is despatched you will be sent an email, please check your email and spam folder regularly for any order updates.
Please note: The delivery guidelines below are from the date of despatch NOT the date of ordering.
We ship from multiple fulfilment centres and offer one UK delivery service. We will always choose the most efficient way of delivering your order.
UK Delivery Charges
- £4.00 base charge per order + 6% of the order value per item.
- Maximum delivery charge is £20.00 per order.
These prices include:
- The cost of shipping each item in an order separately as soon as stock is available to despatch.
- Tracked delivery and insurance for higher value items sent by courier as standard.
UK Delivery Methods
Most products are shipped out by courier/tracked service, although some low value/smaller items are sent out via untracked post.
Please note - Couriered/Tracked parcels:
Most items sent by Courier require someone to be at home to receive them. With courier deliveries you will usually be sent an email and/or SMS message with the tracking information.
If you are out when delivery is attempted some couriers will attempt to deliver to a neighbour or leave the parcel in what they consider a "safe place". This is to speed up delivery and prevent the need for multiple delivery attempts or items returned as "Failed Delivery".
If this happens they usually leave a card to tell you where they have left the parcel or to provide details of how to contact them to rearrange the delivery.
Please note: If you make adjustments to the delivery instructions after the parcel has been despatched, eg. change the delivery point or select a "Safe Place" for the parcel to be left at, we cannot be held responsible if the parcel is lost or stolen.
UK Delivery Times
Please see our guidelines below
| Delivery Method | Estimated delivery time from despatch | Not delivered? Please contact us |
|---|---|---|
| Courier/Tracked | 1-3 working days | Within 72 hours from despatch for the courier to investigate. |
| Untracked | 3-5 working days (please allow up to 7 working days). | At 14 working days from despatch. |
If you have not received your item and you are not sure how your item was shipped to you, please Contact Us within 72 hours from the date of despatch.
At peak times such as Christmas & Black Friday, deliveries may take longer to arrive. At these times please allow 14 days for untracked Royal Mail deliveries to arrive.
International Delivery Charges
We offer two services for each Postal Zone (Europe, Rest of the World or USA & Canada) these are:
- Tracked and Untracked Royal Mail postage.
- Courier for heavier parcels.
Please choose your preferred service at checkout.
These prices include:
- The cost of shipping each item in an order separately as soon as stock is available to despatch.
- (If tracked) Tracked delivery and insurance for higher value items sent by courier.
International Delivery Times
Postage times depend very much on the prevailing conditions at the time of delivery into the destination country, but vary from 5-7 business days in Western Europe, to 7-10 business days in the Rest of the World.
| Delivery Method | Estimated delivery time from despatch | Not delivered? Please contact us |
|---|---|---|
| Tracked & Untracked | 7-10 working days - depending on destination city and country. | At 30 calendar days from despatch. |
Please note: This estimate does not include any delays caused by customs or the local postal service once the parcel arrives in the country.
For tracked: Tracking will be available for most countries all the way through to the delivery of the parcel (there may be exceptions depending on destination).
We can only assume a parcel as lost if it is not delivered within 30 calendar days of despatch.
If you have not received your item within 30 days of despatch, please Contact Us.
Responsibility for Local Taxes and Customs Charges
If you are ordering goods for delivery outside of the UK, please note that your parcel may be subject to import duties and taxes, which are levied once the goods reach the country of destination. Any such charges levied in relation to customs clearance must be paid by you.
By placing an order you accept that we have no control over, or responsibility for, additional charges in relation to customs clearance. We recommend that you check with your local customs officials or post office for more information regarding importation taxes/duties that may be applicable to your order.
Possible Delivery Issues
Please note that any orders despatched and then returned to us as undelivered for whatever reason (e.g. requiring a signature, recipient not at home or incorrect/incomplete delivery address entered) will be refunded excluding the original postage charge.
If your parcel is showing as delivered but you have not received it, you will need to Contact Us to report the non-delivery within the time periods stated above. You may be expected to complete, hand-sign and return a non-delivery disclaimer within a set time period for an investigation.
If this is not done we may be unable to accept your claim.
Any missing items or empty/tampered-with parcels MUST be reported within 72 hours of delivery to ku/oc/puorgsj//snruter/enilno with the below information:
- Your order reference number.
- A list of which products are missing from the parcel.
- A clear picture (in jpeg, png, or PDF file format) of the shipping (postal/courier) label.
- If included, a clear picture of any paperwork eg. delivery note.
If there were any signs that the parcel was tampered with (opened and resealed) before delivery please also ensure that you clearly advise why you thought that the parcel was tampered with and send us clear pictures (in jpeg, png, or PDF file format) of the signs of tampering.
You may also be expected to complete, hand-sign and return a non-delivery disclaimer within a set time period for an investigation.
If this is not done we may be unable to accept your claim due to courier/supplier restrictions.
You MUST inform us, in writing and with pictures, within 72 hours of delivery as per the requirements in the Returns Policy.
Disclaimer
We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for:
- any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or
- any loss of goodwill or reputation; or
- any special or indirect losses
suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Conditions.
