Delivery

Postage and Packaging Charge for UK Deliveries

Royal Mail Tracked 48 – £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 Friday) – (order before 2:30 pm Mon-Fri) – £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 dispatched 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.

Please note

– Orders for Next Day Delivery should be placed before 2.30 pm. 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.

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.

Please Note – Parcels that are sent via Airmail may be be subject to additional taxes and customs charges. With our Tracked Airmail service you may be required to pay import taxes or customs calculated by your local customs authority. This is usually calculated on the weight and value of the parcel and not something we can estimate cost for you.

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 2:30 pm. 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 safe place?

Before you place your order, you can put in a safe place option in our comments box before you proceed to the payment screen. We will always try and accommodate for deliveries. You will always be able to update your delivery by going into your tracking emails. You can specify safe places or leave with neighbours using these emails, so do keep them! They’re important 🙂

Where is my order?

Once an order is placed before 2:30 pm, 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 2:30 pm 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 inquiry 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 3 pm and chosen next day delivery, will I get it Saturday?

I’m afraid not. Our last post collection is collected at 2:45 pm 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.

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.

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.

On the rare occasion that an item has been returned to us outside of the returns policy or has not been sent back with swing tags and labels or in a fit state to re-sell we reserve the right to issue a voucher code for the amount of the item returned to us, not issue a refund.

An email will be sent with your exclusive code for you to use on your next purchase. If your order is more than the amount on your voucher code, you will have to pay the additional payment including postage. This code can only be used once and has to be for the full amount. If a code is used and is not to the full amount, you will lose the remaining balance.

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.

I bought an item and I have rang you to let you know that it may be returned out of policy, will I get a refund or a voucher code?

If you have let us know by phone or email previous to the items return that the return may be out of policy, we would be able to issue a refund to you. Providing that the item is still in the original packaging complete with swing tags and labels, suitable for re-sale.