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Shipping & Returns

Shipping Policy

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 Shipping Information 

 

We aim to provide a fair, accessible, and reliable shipping experience for all customers.

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This policy explains how we handle order processing, dispatch, delivery, shipping costs, delivery issues, and accessibility-related shipping support for purchases made through our website or official sales channels.

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Nothing in this policy affects your statutory rights under applicable UK consumer protection law.

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 Order Processing 

 

Orders are normally processed once:

  • Payment has been successfully received

  • Any required verification or security checks have been completed

  • Product availability has been confirmed

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Orders placed outside normal business hours, weekends, or public holidays may be processed on the next working day.

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Where applicable, customers will normally receive dispatch confirmation and tracking information once an order has been shipped.

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 Delivery Methods 

 

We may use different delivery providers or shipping methods depending on:

  • Delivery location

  • Parcel size or weight

  • Product type

  • Delivery speed selected during checkout

  • Delivery options may vary between products and destinations.

  • Delivery Areas

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We may offer delivery to selected domestic and international locations.

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Certain products, services, or delivery methods may not be available in all areas.

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Where delivery restrictions apply, we aim to communicate this before checkout wherever reasonably possible.

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 Delivery Timeframes 

 

Estimated delivery times begin once an order has been dispatched.

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While we aim to deliver orders within estimated timescales wherever possible, delays may occasionally occur due to:

  • Courier delays

  • Severe weather

  • Customs or import processing

  • High demand periods

  • Operational disruptions

  • Circumstances outside of our reasonable control

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Delivery estimates are provided for guidance only and are not guaranteed unless explicitly stated.

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We are not responsible for delays caused by:

  • Incorrect delivery information provided by the customer

  • Failed delivery attempts

  • Customer unavailability

  • Circumstances outside of our reasonable control

 

 

 

 Shipping Costs 

 

Shipping charges, where applicable, will normally be displayed during checkout before payment is completed.

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Free shipping promotions or discounted delivery offers may:

  • Be time-limited

  • Include exclusions

  • Require minimum order values

  • Be restricted to specific products or delivery locations

  • Missed Deliveries

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Customers are responsible for ensuring:

  • Delivery addresses are accurate

  • Delivery locations are accessible and safe

  • Someone is available to receive the parcel where required

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If a delivery attempt is unsuccessful, parcels may:

  • Be redelivered

  • Be left in a safe place where authorised

  • Be redirected to a collection point

  • Be returned to us

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Additional delivery charges may apply where parcels are returned due to:

  • Incorrect address information

  • Failed delivery attempts

  • Customer unavailability

 

 

 

 Damaged, Missing, or Incorrect Deliveries 

 

If an order arrives damaged, incomplete, incorrect, or appears tampered with, customers should contact us as soon as reasonably possible.

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To help us investigate and resolve issues efficiently, we may request:

  • Photographs of the packaging or items

  • Tracking details

  • A description of the issue

  • Packaging information where available

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Where a delivery issue is confirmed, we may offer:

  • Replacement goods

  • Repair

  • A full or partial refund

 

 

 

 Lost Parcels 

 

If a parcel is believed to be lost, we may:

  • Conduct courier investigations

  • Review tracking information

  • Confirm delivery details with the customer

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Refunds or replacements for lost parcels may be delayed until reasonable investigation procedures have been completed.

 

 

 

 Accessibility 

 

As an accessibility-focused organisation, we understand that some customers may require reasonable adjustments relating to shipping or delivery arrangements.

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We will make reasonable efforts to support accessibility requirements wherever practical and appropriate.

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Customers requiring additional assistance are encouraged to contact us before placing an order where possible.

 

 

 

 International Orders 

 

For international deliveries, customers may be responsible for:

  • Customs duties

  • Import taxes

  • Clearance fees

  • Other local charges

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These charges are outside of our control unless otherwise stated.

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Customers are responsible for ensuring imported goods comply with local laws and regulations.

 

 

 

 Your Consumer Rights 

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Nothing in this policy limits or excludes your statutory rights under applicable consumer protection legislation, including the:

  • Consumer Rights Act 2015

  • Consumer Contracts Regulations 2013

 

 

 

 Contact Us 

 

For shipping, delivery, or order support, please contact us using the details provided on our website or order confirmation.

Returns & Refunds Policy

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 Returns & Refunds 

 

We want our returns and refunds process to be fair, accessible, and straightforward.

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If something is wrong with your order, or you have changed your mind, we will always aim to resolve the issue as quickly and reasonably as possible.

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This policy explains how returns, refunds, replacements, exchanges, and cancellations are handled for purchases made directly through our website or other official sales channels.

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This policy does not affect your statutory rights under UK consumer law.

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 Change of Mind Returns 

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Customers may request a return for eligible items within 30 days of receiving their order unless otherwise stated.

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To be eligible for a change-of-mind return:

  • Items should be unused or in a reasonably resalable condition

  • Proof of purchase or order details must be provided

  • Customers should contact us before returning goods

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To request a return, please:

  1. Contact us using our published contact details

  2. Provide your order number and details of the return request

  3. Follow any return instructions provided

  4. Return the item within the requested timeframe where applicable

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Where practical and appropriate, we may provide prepaid return arrangements for eligible returns.

Refunds may be reduced where returned items show signs of excessive handling, misuse, missing parts, or damage occurring after delivery.

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The following items may not be eligible for change-of-mind returns unless faulty or not as described:

  • Personalised or custom-made products

  • Perishable items

  • Hygiene-sealed items once opened

  • Digital products or services once accessed, downloaded, activated, or used

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This section relates to goodwill returns and does not affect your statutory rights regarding faulty or misdescribed goods.

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 Faulty, Damaged, or Incorrect Goods 

 

If your order arrives faulty, damaged, incomplete, unsafe, or incorrect, please contact us as soon as reasonably possible.

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To help us investigate issues quickly and improve product quality, we may ask for:

  • Photographs of the issue

  • A brief description of the fault or damage

  • Proof of disposal where appropriate

  • Return of the goods for inspection in some cases

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Where a fault, damage, or error is confirmed, we may offer:

  • A repair

  • A replacement

  • A full or partial refund

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We aim to resolve issues with minimal inconvenience. In many cases involving damaged or lower-value goods, customers may not be required to return items before receiving a replacement or refund.

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Reasonable return costs for confirmed faults or company errors will normally be covered by us.

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 Refund Processing 

 

Approved refunds will normally be processed within 14 days of:

  • Receiving returned goods; or

  • Receiving evidence that goods have been returned or disposed of where agreed

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Refunds will usually be made using the original payment method unless otherwise agreed.

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In some circumstances, we may need to receive returned goods or supporting evidence before a refund can be completed.

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 Order Cancellations 

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Orders may be cancelled before dispatch by contacting us as soon as possible.

If an order has already been dispatched, the standard returns process may apply.

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Cancellation rights for services, bespoke items, or digital products may vary depending on:

  • Whether work, activation, download, or delivery has started

  • The type of product or service provided

  • Any agreed contractual arrangements

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Where digital content has been accessed, downloaded, activated, or used, refunds may not be available unless the content is faulty or not as described.

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 Accessibility 

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As an accessibility-focused organisation, we understand that some customers may require reasonable adjustments when accessing our returns and refunds process.

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We will make reasonable efforts to support customers with accessibility requirements wherever practical and appropriate.

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If you require support with a return, refund, exchange, or cancellation request, please contact us and we will do our best to assist.

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 Your Consumer Rights 

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Nothing in this policy limits or excludes your statutory rights under applicable UK consumer protection legislation, including the:

  • Consumer Rights Act 2015

  • Consumer Contracts Regulations 2013

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 Contact Us 

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For returns, refunds, or order support, please contact us using the details provided on our website or order confirmation.

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