Your goods will be despatched by the fastest method possible by DPD; for in-stock items ordered before 4pm, this will normally be delivered next working day*. In the rare event of warehouse congestion, deliveries will arrive within 2 working days. All deliveries require a signature.
*Subject to unforeseen courier problems.
When choosing a delivery address, for minimum disruption please select a location where somebody is likely to be able to sign for the delivery.
Saturday delivery for stock items can be arranged as can early am deliveries, these are changed at a premium and must be arranged with us.
Mainland UK Courier Carriage Terms
Orders under £200 (excluding VAT) we charge £7.95 + VAT per order.
Orders over £200 (excluding VAT) we supply free carriage.
Offshore Carriage Terms
Orders under £50 (excluding VAT) we charge £7.95 + VAT per order.
Orders over £50 (excluding VAT) we supply free carriage.
Offshore Carriage Terms
Areas which are not Mainland UK destinations include the Isle of Man, Isle of Scilly, Highlands, Jersey, Guernsey, Inner and Outer Hebrides, Orkneys, Shetland and Northern Ireland. These may be subject to an additional delivery charge. However, should you prefer, we would be more than happy to deliver your order to a Mainland UK destination for you to then arrange further shipping from. This is often dependent on the quantity of goods to be delivered and we shall contact you to provide you with the best carriage price we can offer at the time of receiving your order.
Discrepancies & Returns
(Please take care to order the correct items that you require. Accidental orders will incur the same costs and deductions detailed below.)
Please call us or email firstname.lastname@example.org before returning if you need to return goods, so that we can provide you with a paperwork, containing the Return Authorisation Number and the correct return address (please do not return items to our admin office address on the invoice; the warehouses are located elsewhere, and the extra transportation costs to get the goods to the warehouse will be deductible from any refund). This paperwork may take several days to generate, especially during busy periods. The paperwork must be enclosed when the good are returned. If you opt to send the goods back yourself, you must use a tracked courier, or else we may experience difficulty locating your returned goods.
Cost will vary depending on the Purchasing Tier that you opted for during your initial purchase; for those customers that opted for the Free Returns tier, returns will indeed be free of charge, although collection will still need to be arranged with ourselves.
For those that did not purchase with the Free Returns tier, the following information explains the procedures and costs involved in returning your goods.
Claims for non-receipt, discrepancies or damaged goods must be notified in writing within 24 hours from receipt of delivery. In the event that goods need to be returned, please contact us to arrange collection. Damaged goods reported on time will be replaced or refunded. Please notify us immediately of any shortages or damages, these will be despatched / replaced as quickly as possible. While we will replace damaged goods in these circumstances, we do not and will not refund the cost of delivery. Should you wish to return any other unwanted item, you may do so within 28 days (we cannot accept returns after this period), providing it meets the following conditions: It is still in its original packaging; It is completely unused; It is suitable for resale.
While we do not usually charge a re-stocking fee (for goods returned within 7 days), we do however do charge a restocking fee for goods returned after this period. Furthermore, we cannot accept returns of personalised items and we may charge a re-stocking fee for very large items. The amount charged will vary depending on the item in question, but will be at least 15%. Also, we do charge our actual carriage costs to facilitate the return (minimum £12 + VAT charge) and these will be deducted from any credit or refund, along with the original delivery charge.
Refunds can be slow. Due to the volume of processing, especially during busy periods, refunds are issued up to 3 weeks after goods are safely back in our warehouse; the speed of the refund payment itself depends on your bank, as well as the method of payment that was used (PayPal is instant).
A note on gifts: The buyer of the gift is responsible for checking the quantity and wellbeing of the product; if giving of the gift results in a fault being discovered later than the above time windows, then this is the responsibility of the buyer; the time windows for returns begin from when the buyer purchased the item, and therefore, returns won’t be possible after greater than 28 days.
A note on film & television production companies: Due to a persistent problem with items being used once as props or costume and then returned, we may get in contact once the order has been placed. Props cannot be returned. In certain cases, we may refuse the sale altogether and instead issue a refund if a planned return is suspected.
If you have any questions regarding our delivery information, please call our Customer Services Team on 01375 651 607 or email us at email@example.com.
Carriage and packing charge is classed as a service and as such is subject to VAT.