The following terms are an extension of our Returns Policy. These terms are specific to orders that have been shipped, but are for the reasons stated below, undeliverable.
Incorrect address provided
We can only ship to the address provided by you during checkout. Your shipping address will be printed to your shipping label exactly as provided. We therefore take no responsibility for incorrectly-addressed parcels.
If a parcel cannot be delivered due to an incorrect address, it will be returned to us by our delivery partner (usually within 10 working days).
We aim to process such returns and reach out to you for the correct address within 2 working days from receipt of the return.
Once a correct address has been provided we will re-ship the parcel free of charge – this is a one-time gesture of goodwill.
If we do not hear back from you with your correct shipping address within 7 working days, or if this is not the first time that this has happened, your order will be cancelled and refunded minus a handling fee of £2.95.
Please note that International Shipments are excluded from this policy extension. Please refer to our Returns Policy.
Nobody home to accept delivery
If nobody is home to accept the delivery, our carrier will, where possible, post a card through your letterbox advising of your options (rearrange delivery/ parcel collection). In the meantime your parcel will be returned to your local delivery office awaiting further instruction from you.
Our delivery partner will usually only hold parcels for 10 days – after which if you have not made arrangements, it will be ‘returned to sender’. Please note that once returned to sender it can take up to 10 working days for us to receive the parcel back.
Once we receive the parcel back it will be processed (usually within 2 working days). At which point we will reach out to you via email seeking arrangements to re-ship the parcel free of charge – this is a one-time gesture of goodwill.
If we do not receive a response from you within 7 working days, or if this is not the first time that this has happened, the order will be cancelled and refunded, minus a handling fee of £2.95.
Please note that International Shipments are excluded from this policy extension. Please refer to our Returns Policy.