Delivery information

7.1. The delivery charge to the delivery address You specify when placing an order will be confirmed to You during Our online checkout process. A complete list of current delivery charges and estimated delivery timescales for all of the destinations that We currently ship to is set out elsewhere in this website on the Delivery Information page. For Goods destined for addresses outside of the United Kingdom, payment of local taxes or customs duties applied by the relevant authorities will be Your responsibility.

7.2. Orders are picked and packed in sequence according to the time they are placed. We aim to dispatch all orders placed before 12:00 on the same Working Day and all orders placed after 12:00 on the next Working Day, although at busy times of the year We may take longer. If We are unable to dispatch any Items because We run out of stock before Your order is packed, We will notify You by email and either: (i) hold Your entire order in Our warehouse until fresh stock arrives and Your order can be shipped in full (We will only do this if fresh stock is due to be delivered to Our warehouse within two Working Days), or; (ii) part-ship Your order, dispatching all available Items immediately, with the remaining Item(s) to follow as soon as fresh stock arrives (no additional delivery charge will be applied, regardless of Your destination).

7.3. We will dispatch the Goods to the delivery address specified by You when You placed Your order. All Orders under £40.00 will  be sent via MyHermes or Royal Mail and Goods Over £40.00 will be sent via DPD, using the fastest available service from Our location. DPD deliver on Weekdays and will send You tracking updates by email and text. These tracking updates, collectively provided under the Follow My Parcel scheme, will provide You with the opportunity to make alternative delivery arrangements with DPD if You are not going to be in to accept Your delivery. In particular, You will be able to: (i) change the specified delivery date to a day of Your choosing; (ii) instruct DPD to deliver Your parcel to a DPD Pickup Shop You specify; (iii) instruct DPD to deliver Your parcel to a neighbour You specify; (iv) instruct DPD to deliver Your parcel to a safe place You specify; (v) upgrade Your delivery to a day and time of Your choosing. If You (or Your neighbours) are not in to accept Your delivery, and You have not instructed DPD to leave Your parcel in a safe place, a calling card will be left inviting You to contact DPD to make new delivery arrangements.

7.4. Delivery of the Goods will be deemed to have taken place upon the first point in time of any signature of any delivery note by You or a representative of You at the delivery address specified by You, and shall be conclusive proof of the delivery of the Goods. For the avoidance of doubt, this includes the signature of any leave safe instruction issued by You or a representative of You to DPD or any other courier we use. We will not be liable for any loss or liability whatsoever or however arising in any respect if You instruct Us or DPD or any other courier to change the delivery address after We have dispatched the Goods.

7.5. If You instruct DPD or other courier to deliver Your parcel to a safe place You specify You agree to accept full responsibility for any Goods that are left and waive Your right to make a non-delivery claim in the event of any dispute. For the avoidance of doubt, We will not be liable for any loss or liability whatsoever or however arising in any respect if You instruct DPD or any other courier to leave the Goods unattended.

7.6. If You upgrade Your delivery to a day and time of Your choosing You agree to accept full responsibility for the independent transaction You enter into with DPD, the terms of which are explicitly not governed by these Conditions. For the avoidance of doubt, We will not be liable for any loss or liability whatsoever or however arising in any respect if You upgrade Your delivery.

7.7. If DPD or other courier are unable to deliver the Goods because You (or Your neighbours) are not in and You do not make new delivery arrangements with DPD (either via the in-flight options in a tracking update or by contacting DPD directly) or other courier, the Goods will be returned to Us. Similarly, if DPD or other courier deliver Your parcel to a DPD or other courier Pickup Shop specified by You and You do not collect the Goods within five Working Days, the Goods will be returned to Us. In either case, before We reissue the Goods You will be required to pay an additional delivery charge, which will be the prevailing amount set out for Your destination on the Delivery Information page of this website. A payment request will be sent to You via email and once We have received the payment We will dispatch the Goods within one Working Day (for the avoidance of doubt, this means by the close of business on the next Working Day after the payment is received).

7.8. If We are notified by DPD or other courier that the Goods have been damaged in transit We will reissue the Goods within one Working Week (for the avoidance of doubt, this means by the close of business on the next Working Week after the notification is received), subject to the provisions given in Sections 7.1, 7.2, 7.3, 7.4, 7.5, 7.6 and 7.7 of these Conditions, and notify You by email.

7.9. If the Goods are lost in transit and their whereabouts remains unknown after ten Working Days from the date of dispatch We will reissue the Goods on the eleventh Working Day from the date of dispatch (i.e. on the next Working Day), subject to the provisions given in Sections 7.1, 7.2, 7.3, 7.4, 7.5, 7.6 and 7.7 of these Conditions, and notify You by email.

7.10. Upon taking delivery of the Goods You should check them carefully for any transit damage. Damage claims will only be considered if We receive photographic evidence of the damage by email (to the address given in Section 2.1 of these Conditions) within five Working Days of the date of delivery, after which time no liability will be accepted. Upon receipt of the photographic evidence We will reissue the Goods within one Working Day (for the avoidance of doubt, this means by the close of business on the next Working Day after the evidence is received), subject to the provisions given in Sections 7.1, 7.2, 7.3, 7.4, 7.5, 7.6 and 7.7 of these Conditions, and notify You by email.

7.11. Upon taking delivery of the Goods You should check them carefully against the enclosed receipt. Shortage claims will only be considered if We receive notification of incorrect or missing Items within five Working Days of the date of delivery, after which time no liability will be accepted. Upon receipt of a shortage claim We will dispatch the correct or missing Items within one Working Day (for the avoidance of doubt, this means by the close of business on the next Working Day after the shortage claim is received), subject to the provisions given in Sections 7.1, 7.2, 7.3, 7.4, 7.5, 7.6 and 7.7 of these Conditions, and notify You by email. In cases where You receive incorrect Items, We will make arrangements with You for Us to recover the incorrect Items at Your convenience.

7.12. Any stated timescales are given in good faith by Us to indicate estimated dispatch and delivery timescales but shall not amount to any contractual obligation to dispatch or deliver on any specific day or by any specific date. We accept no liability for or consequential loss or damage arising from delays in dispatch or delivery.

Last updated: 05/07/2022