Refunds & Returns
Special care is taken to protect fragile objects, but we will process refunds in the case of items delivered unusable due to poor packaging or poor handling, in some cases we may be able to ship replacements if this is preferred and if we have sufficient stock.
Please notify us of any unexpected shortages within 48 hours and we will process a refund in the case a suitable substitution was not made.
In most cases if orders are shipped with known stock shortages we do try to refund these items on despatch. All shortages, substitutions and refunds should be noted on your paperwork.
PayPal transactions are refunded straight back to PayPal. Worldpay transactions for shortages on shipping are refunded as Store Vouchers but you are welcome to request these to be converted to a refund to card if you prefer.
If you would like to return any part of your order or require a refund that has not been issued please do not hesitate to contact us.
We accept returns for most unused, sealed and unexpired items up to 30 days after the delivery date.
If the return is due to an error on our side we will provide a free tracked return service if required.
FRESH AND FROZEN DELIVERIES
We also ship fresh and frozen products but these are only on the expedited service and each item also attracts additional charges for Frozen Gel Packs and insulation. These charges change from item to item but range from about 50p to £4 extra per item depending on the value and volume of the product that needs to be kept fresh or frozen. Please note we do not ship fresh and frozen items on Fridays as we wish to reduce the risk of packages stuck in transport depots over the weekend.
Please ensure someone will be in to receive the delivery so that any frozen items can be put into the freezer as soon as possible. The gel icepacks and insulation will keep goods frozen for 24 hours at least, but these goods need to be delivered as quickly as possible, do not change the delivery day with the carrier. All Frozen and Fresh packages do ship with a large sticker informing the delivery driver that the goods in side are frozen and need to be delivered ASAP. The delivery driver or postman will usually look for a safe place or neighbour to leave the package with. If your package has shipped with DPD you can also add safe place and delivery information to the package as it is on its way to you.
If there are days when you will be away from home please let us know in your order message.
e.g. “Do not ship by next day service on Wednesday as I am away until Friday”
It’s a good idea to keep your Gel Ice Packs and store them in the freezer, as these are excellent to take out and put in a cooler bag for camping, picnics, and frozen shopping trips.