Q. What are the shipping options and their costs?
A. We offer many different shipping options to suit your convenience and can offer customised quotes for larger orders and overseas destinations that are not part of our standard shipping destinations. Shipping options for our standard destinations are (times quoted as per English working days):
- Standard (2-3 working days): £2.95
- Next Working Day (order before 10 am): £6.95
- AM Delivery (order before 10 am): £14.95
- PM Delivery (order before 10 am): £17.95
- Saturday Delivery (order before 10 am Friday): £26
- USA (2-3 working days): shipping charges starting from £13 (weight based charges apply)
- Canada (3 working days): shipping charges starting from £21 (weight based charges apply)
- Belgium, France, Germany, Republic of Ireland (2-3 working days): £20 per order
- Australia, Singapore (3-5 working days): weight based charges apply
- For other overseas destinations & customised delivery times, please write to us
Q. What happens if my parcel is returned undelivered?
A. We send all our parcels via "track and trace" delivery system. As soon as the first delivery attempt is a failure, our courier company would leave a calling card and we would send you an e-mail with options for arranging delivery of your parcel. Normally, you could arrange a redelivery at a suitable date or you could collect the parcel from the local depot of the courier company.
If the second delivery attempt is also a failure, then we would notify you as above but now you would need to collect the parcel from the local depot. A third delivery attempt is completely at the discretion of the local depot of the courier service.
Local depot of our courier company would normally keep a parcel for 5 working days unless it has been asked to keep the parcel for longer. You could write to us or arrange it with the local depot. If after 5 working days, there has been no response from you to either the calling card or to the e-mails, a parcel could be returned back to us as "undelivered".
If the parcel is returned back to us for no fault of ours or our courier company, we would deduct a fee to cover for the cost of return of the parcel to us. This fee would be deducted from any refund due to you as per our return policy.
Q. What is the deduction for return of an undelivered parcel?
A. Our fee for this is equal to the cost of return that we pay to the courier company. There is no other charge. This charge can vary but is normally equal to the shipping fee paid by you. If you bought your goods under a special promotion of free shipping, this charge would be equal to the value of free shipping that was included in the promotion.
Q. Do you also deliver products on the weekends or bank holidays, i.e. on Saturdays and Sundays?
A. No, at this time, we are unable to arrange deliveries for Sundays or bank holidays. Saturday deliveries are possible. If you wish to avail of this facility, please write to us after you have placed your order, there is normally a surcharge for Saturday deliveries.
Q. Can I track my parcel after its desptach?
A. We despatch all the parcels using couriers who have well established "track and trace" system. With this facility, we are able to track every individual parcel.
These tracking numbers are also sent to you via e-mail after we have despatched your order. So, you can track the progress of these parcels by using the instructions given in the e-mail.
Q. What happens if I am unavailable at the time your courier company comes over for delivery?
A. Our courier company is instructed to deliver the parcel at the delivery address stated in the original order and obtain signatures of the recipient. If the recipient is unavailable but has authorised someone else at the address to accept the delivery on their behalf, then our courier company will hand over the parcel to the authorised person.
Q. If I receive my parcel with either damaged outer packaging or damaged product, what should I do?
A. If at the time of delivery you find that the outer packaging is damaged, we request you to not accept the parcel. Our courier company will return the parcel to us and we shall ensure a replacement is sent to you, subject to availability of stock at that time. If we are unable to replace, then we shall process a full refund of your order.
If in case the outer packaging was fine but the product inside is damaged, we recommend that you put the product in its original packaging and write to us immediately with details of the damage, if possible attach a couple of photographs.
We recommend that you read our Returns Policy as well.
If you still have any concerns, questions or suggestions, please write to us. We reply to all correspondence within one working day of receiving it.
Q. Can I request a change in the Shipping Address after placing the order?
A. Yes, you can request change in the address but we will honour any such request if it is received by us within 2 hours of receiving your order. Please follow the instructions as given below:
Write to us immediately with your order number. You will find it on the Order Receipt Confirmation mail
Mention the complete shipping address that you had provided at the time of placing your order and the new shipping address, where you would want us to deliver your order.
Once we receive your e-mail, we will send you an e-mail confirming the change of address. In certain circumstances, we may ask you for more information before confirming change of address. Please note that requests for change in address can cause delays in shipping your order.
Q. Can I request a delayed despatch for an order placed now?
A. Yes, you can request a specific date of despatch for your order. After placing your order, please write to us specifying the date of despatch along with your order number. We should receive any such request within one hour of placing the order. On receipt of your request we would confirm acceptance of your instructions.
Please note that we would be unable to honour any cancellation requests for such orders once an acceptance e-mail has been sent by us, hence no amount will be refunded. While requesting a despatch date, please allow adequate no. of working days of delivery time, same as our normal delivery policy.
Please note that we are unable to guarantee a specific date and time of delivery for any order. If you want a guaranteed delivery, please write to us for a specific shipping quote, please note there is normally a surcharge for such a service.