Postage and Packaging Charge for UK Deliveries
Second Class Delivery via Royal Mail – £3.50 per parcel – delivery time – typically within 2 to 4 days.
Royal Mail Tracked 24 – £4.95 per parcel – delivery time – typically within 1 to 3 days.
Next Day Signed For (Monday to Thursday) – (order before 2:30pm Mon-Thurs) – £7.95 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.
Saturday Delivery – (order before 2:30pm Friday) – £11.95 per parcel – delivery time – delivered on Saturday only – 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.
– 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.)
– Orders that are NOT mainland UK that have selected next day delivery please bear in mind that it can take up to 48 hours to reach you. This includes but is not restricted to – the Channel Islands, Isle of Wight, Isle of Man, Shetland Isles, Northern Ireland and parts of Scotland and any other part of the UK that is NOT mainland.
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.
PLEASE LEAVE EXTRA TIME FOR DELIVERY DUE TO COVID-19.
Postage and Packaging Charge for Airmail Deliveries Outside the UK
Europe (with tracking)– £10.95 for the first item, plus £1.00 extra for each additional item.
Rest of the World (with tracking) – £11.95 for the first item, plus £3.00 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.)
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 or Hermes 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 order hasn’t arrived, what do I do?
If your order hasn’t arrived within the time specified, the easiest thing to do is give us a call or email as we won’t know that there’s an issue unless you let us know. What we can do is file an enquiry with the appropriate courier and this can take up to 48 to 72 hours. The couriers can then investigate by speaking to the delivery driver/tracking the vans GPS/finding the parcel within the system. Once we have a response from the courier, we can then let you know if there was a delivery issue, if the parcel has got lost or if it’s delayed.
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.
My order says it’s been returned to you, what happens then?
If an order has been returned to us due to a wrong address being provided or customer didn’t call for the parcel, it is the customers responsibility for the parcel to be sent back out to you and an extra postage charge will have to be taken. If you don’t need the parcel sent back out and would prefer a refund instead, just let us know and we can arrange a refund for the items for you. The original postage charge will not be refunded as the postage would have been paid to send it out in the first place.