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Delivery

Second Class Delivery via Royal Mail - £2.95 per parcel - delivery time - typically within 3 or 4 days.

Royal Mail Tracked 24 - £4.50 per parcel - delivery time - typically within 2 or 3 days.

Next Day Delivery (Monday to Thursday) - £6.95 per parcel - delivery time - next working day after posting - but it is advisable to contact us first to confirm the items are in stock and can be despatched in good time.  Generally though the goods are usually in stock unless they are labelled as 'Out of Stock'.  Parcels are usually sent via Royal Mail Special Delivery or UK Mail and in both cases somebody needs to be there to sign for the parcel.  If this is likely to be a problem please let us know. 

Next Day Saturday Delivery - £9.95 per parcel - delivery time - next working day after posting - but it is advisable to contact us first to confirm the items are in stock and can be despatched in good time.  Generally though the goods are usually in stock unless they are labelled as 'Out of Stock'.  Parcels will be sent via Royal Mail Special Delivery and somebody needs to be there to sign for the parcel.  If this is likely to be a problem please let us know. 

Please note - orders for Next Day Delivery should be placed before 2.30pm. The price given above for Next Day Delivery is for a 'standard' parcel - if the items you order are particularly heavy you may be charged more . If this is the case you will be able to see this when you go through the Checkout pages - you can then decide if you still want to go ahead with the order.)

Please be aware that Next day delivery and Tracked 24 services are not guaranteed, although over 90% of next day orders are delivered the next day.

Postage and Packaging Charge for Airmail Deliveries Outside the UK

Europe (without tracking)- £5.95 for the first item, plus £1.00 extra for each additional item.

Europe (with tracking)- £10.95 for the first item, plus £1.00 extra for each additional item.

Rest of the World (without tracking) - £6.95 for the first item, plus £1.50 extra for each additional item.

Rest of the World (with tracking) - £11.95 for the first item, plus £1.50 extra for each additional item.

Prohibited Items - we can send most items via Airmail, but one exception is aerosol cans - please don't order aerosols for delivery outside the UK.

(Please note - the Airmail prices given above are for 'standard' parcels - if the items you order are particularly heavy you may be charged more. If this is the case you   will be able to see this when you go through the Checkout pages - you can then decide if you still want to go ahead with the order.)

Delivery FAQ's

Can I change my delivery address once it has come through?

If you wish to change a delivery address once an order has been placed, you may do so before it has left with our collection. You can call us or email us but it has to be before 2:30pm. Once it has left us, we are unable to change any details on your order.

I won't be in, can I ask for a safeplace?

Before you place your order, you can put in a safeplace option in our comments box before you proceed to the payment screen. We will always try and accomodate for deliveries.

My order is over £100, can I ask for a signature on my parcel?

Any orders over £100 will automatically be changed to a signed for service. This is for the customers peace of mind and our own. It allows us to ensure that it was not left in an unsafe place.

Where is my order?

Once an order is placed before 2:30pm, it is usually sent out that day (except for weekends). An email confirmation will be sent confirming your order (check your junk box if it's your first order) with your order number. It gets picked and packed and then sent out with the postman or courier. Once it has arrived to the mail centre, your tracking will begin. Please note that it may not be until it has reached your local delivery office that you will be able to track your parcel. Royal Mail will email with your tracking reference. If a courier has been used, we will email with your tracking reference in your dispatch confirmation email and you can use this to track your parcel via the couriers website.

I've placed an order for Royal Mail tracked 24, will I get it the day after?

If an order is placed before 2:30pm and Royal Mail tracked 24 is chosen, it will leave our warehouse and be sent with Royal Mail. It has to go to our depot and then to Cardiff Mail office. It should then leave there and be sent to your nearest delivery office for delivery within 1 - 3 days.  Please be aware that first class delivery is not a guaranteed next day delivery service, although well over 90% of first class mail is delivered the next working day. 

I've chosen next day delivery, do I need to sign for it?

With every next day delivery service you WILL need to sign for your parcel. The postman cannot leave your parcel in a safe place. You can arrange to deliver to an alternate delivery address from your billing address via the website. 

My parcel says it's been delivered, but I don't have it, what can I do?

All our Royal Mail tracked 48 and Tracked 24 parcels will have tracking. The tracking reference can be used on the Royal Mail or couriers tracking website. Usually when a parcel has been delivered, it has somewhere. First, check your delivery address, sometimes the wrong address maybe put in or an old address if details have not been updated via Paypal etc. Second, check with neighbours, safe places, family members that may have forgotten. Third, ask your postman, usually they remember our parcels due to our distinctive Purple Turtle tape or stickers, also, our parcels maybe purple in colour due to our mailing bags. If that doesn't ring a bell, give us a call and we can launch an investigation with the courier or Royal Mail.

I've put my order through Friday afternoon at 3pm and chosen next day delivery, will I get it Saturday?

I'm afraid not. Our last post collection is collected at 2:45pm and we do not work weekends. You will receive a confirmation email confirming your order, but it will not leave us until Monday. This means you may possibly get it Tuesday. Please note the next day delivery is not a guaranteed service. The only guarantee you will have is that your postage can be refunded if it does not reach you the next day. This means when it leaves us on the Monday and does not get to you by Tuesday, you can email or call us to let us know and we can track your parcel to see and refund accordingly if necessary.

Why do you use couriers rather than Royal Mail?

Sometimes a courier is needed due to regulations, ie - more than 2 aerosols CANNOT be sent using the Royal Mail service or if a parcel is heavy, a courier has to be used. With our couriers full tracking will be provided and will be emailed to you in your dispatch confirmation email.

I have placed an order without tracking, where is my parcel?

When placing an order internationally, we always advise to choose the tracking option, that way you can track your parcel at any time. If an order is placed without tracking, we can only go on the Royal Mail or couriers international policy. This means if an item is stuck at customs or held up at any point, we can't see why or how long it can then take to get to you. Also if a parcel does go missing abroad, it is harder to claim for the parcel and refunds to you may get held up as investigations may take longer. 

When is the last day for Christmas deliveries?

Please be aware that Christmastime is a busy period for all delivery drivers and couriers, so it may take a little longer to reach you. The last day for next day delivery will be Thursday 20th December 2018, to make sure it will get to you by Christmas. Any orders placed after Friday 21st December will be sent out but they are not guaranteed to get to you by Monday 24th December (Christmas Eve). 

We are closed over the Christmas period and are back in the business on January 2nd 2019.

Any orders placed between Monday 24th December (Christmas Eve) and then will be sent out on the 2nd January 2019. This includes any emails or calls, we will try to answer urgent emails or calls but don't forget everyone needs a holiday too!

Returns and Exchanges

If you would like to return an item for a refund or an exchange please send it back with a note requesting a refund/exchange and quoting your order number and postcode.  It should be returned within two weeks but if this isn't practical because the item has been bought as a present or something similar, just let us know and we may be able to extend this period.

The item should be returned in the original retail packaging, complete with swing tags and labels, etc. A refund will then be issued to your payment card or PayPal account, assuming of course the item is still in an undamaged condition, suitable for resale.

You are responsible for the return postage and packaging, but if you exchange an item you won't be charged for the additional postage on the new parcel.

The return address for parcels is as follows:

Purple Turtle, Unit 7 Rising Sun Industrial Estate, Blaina, Abertillery, NP13 3JW

If you do want to exchange an item but time is short it would be quicker to order the new item online and then return the unwanted item for a refund when time allows.

Return FAQ's

As an International client, who incurs the cost of sending an exchange or refund back?

With any return or exchange, this is at the expense of the customer. Once the return has been received however, if an exchange has been organised, we will then send out your replacement parcel free of charge.

I've returned an item for a refund, what happens now?

When returning an item for a refund or exchange, please ensure that the swing tags and labels and the clear plastic bags are attached and in a re-saleable condition. If items are not returned to us in good condition, this may prevent a refund being issued to you. Your order number must be somewhere on the parcel as this allows us to find your order once it has arrived back to us.

You are responsible for the return postage, we also suggest you ask for a proof of posting receipt (which is free) so you can track your parcel.

Once your parcel has arrived back to us and we can see it is in good condition and are able to re-sell, we issue a refund to the card or Paypal account that the order was placed with. This is done usually the same day we receive your return. It can take 2-5 working days to show on your statement, but it is done straight away. An email confirming your return and refund will also be sent to you.

There is a problem with my item, ie; damaged or faulty, what do I do?

On the rare occasion that there may be an issue with your item please call us or email us, it's the easiest way! If you can include photo's with your email, that would be great. We can then assess what action can be taken or arrange return of the item.

I want to buy an item as a gift and not sure about exchanges returns, can I do that?

If an item is bought as a gift, you can let us know via email, phone call or put it in the any additional comments box when you have entered your details on the order. This way we can extend the returns period for you.

How about Christmas gifts?

If an item has been bought as a gift, please let us know as we can take out the invoice out of the parcel. We can also extend the returns period for you. All Christmas purchases that are intended as gifts can be extended until the week of Monday 14th January 2019.