Shipping and Handling Frequently Asked Questions
Shipments and returns
Your pack shipment
Packages are generally dispatched within 2 days after receipt of payment and are shipped via the most convenient delivery method for your area. Some delivery systems will allow online tracking others will have no tracking available. All deliveries require a signature, if the delivery driver arrives to find nobody to sign for the package, a note will be left with a phone number where you can arrange for pickup of the parcel.
Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.
Boxes are amply sized and your items are well-protected.
Cancellations & Returns
Any claims for shortages, damaged goods or incorrect supplied goods must be notified within 3 days of receipt by email, fax or post receipt of which must be acknowledged by us. No responsibility will be accepted after 3 days. If an item has been incorrectly supplied, received damaged or is faulty then follow the Returns Procedures as follows:
- Contact us within 3 days of receipt as above
- We will work out if the product needs to be returned to us or to the manufacturer
- We will advise whether we will arrange collection or have you return the goods
- In either case the cost of returning the goods will be paid by us
To apply for a refund, a return, or a replacement, you must contact us and in writing set out:
- Your contact details
- The history of the transaction
- Proof of the purchase for which you now seek a return, refund or exchange
- The reasons that you want a return, a refund, or a replacement; and
- Any other information or materials we ask for that we believe is relevant to our decision
If we accept your reasons for a refund/return/replacement, you must deliver to us, at your expense, any products that were purchased. We will not issue your refund/return/replacement without receiving any outstanding monies/products.