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Shipping & Returns

 

Shipping and returns

Amended January 2021 to reflect Brexit matters and updated postal rates.

1. General  

This document provides a summary of the shipping and returns issues for goods bought through Stationery & Art.  

We use Royal Mail who not only deliver throughout the UK but have also partnered with non-UK postal services to provide a worldwide delivery service.

Please note that we are unable to send goods to those countries who are proscribed by the UK government export regulations.

2. Delivery Costs

Royal Mail periodically alter their prices and as a result we may vary the postal delivery charge.  

Shipping costs vary depending on destination, parcel size and the value. This page explains the key points. 

UK delivery:

Order value of £35.00 or less: £3.50

Order value of over £35.00: FREE

USA delivery

Order value of less than £50.00: £15.00

Order value £50.00 - £100.00: £22.00

Order value over £100.00: £30.00

Rest of the world delivery

Order value of less than £50.00: £8.00

Order value £50.00 - £100.00: £13.00

Order value over £100.00: £20.00

3. UK Mainland Delivery Times

We aim to  despatch all orders within 48 hours though many will be posted  the same day. Larger bulk orders will have a longer lead time depending upon the size of the order.

The standard parcel method we use is Royal Mail 48 which aims to deliver mail within 48 hours of arriving at the postal depot. In times of high demand (particular Christmas time) this is likely to increase. 

This is a tracked service and Royal Mail’s system provides for email notification as well as online tracking by the customer. 

Please get in touch if you want a next day delivery.

Please allow approximately 1-6 working days (excluding weekends and public holidays) for delivery from date of despatch.

If you are in the UK and have not received your item within 6 working days of completion of your order, you should notify us as soon as possible so we can resolve the delay. 

We view Royal Mail’s statement of delivery as the proof that the parcel has been delivered.

4. International Deliveries

Postal charges reflect the agreements that Royal Mail have secured with each country’s postal service. We have no control over these rates. 

Due to international customs procedures, we have to provide information as to the cost of postage in order for each country’s customs to decide whether additional duties or taxes may be incurred. At present we  do not have a method of pre-paying customs duties nor import taxes. Therefore are goods are sent Duty unpaid (or DDU in INCO terms).  

We aim to despatch all orders within 48 hours and many will be posted the same day. Larger bulk orders will have a longer lead time depending upon the size of the order.

The standard parcel method we use is Royal Mail International Standard. Please note that this service is untracked. 

Please get in touch if you would prefer a tracked delivery option.

5. International Delivery Times 

Delivery times will vary depending on numerous factors, but in our experience  typical delivery are as follows:

Europe: 2 - 7 days

USA: 5 - 30 days

Rest of the world: 3 - 30 days

Factors that may affect delivery times include

  • Peak periods ( eg Christmas) 
  • Customs inspection
  • Strike Action 

If you are an international customer and you have not received your order after 28 working days, please contact us so we can resolve the delay.

Until this period has passed we cannot reship orders unless we know for certain that the package is lost, stolen or damaged. 

Pleased ensure that the delivery address and other details are accurate 

Please note: Very occasionally, international customers may be subject to a customs charge which is beyond our control. It is the responsibility of the customer to settle these charges upon receipt of the goods. We can accept no liability for these charges.

6. Additional Delivery Details

Some of our deliveries will require a signature for proof of receipt of goods. If a signature is obtained from any person other than the named customer at the specified delivery address, the named customer is still responsible for the item received.

Delays are occasionally inevitable due to unforeseen factors. We shall be under no liability for any delay or failure to deliver within estimated timescales.

If a delivery attempt has been made and a card has been left you must contact the courier direct.

7. Returns/Replacements/Cancellations

You reserve the right to cancel your order for any item purchased on the web site for a full refund within 7 days after receipt of the item. However, you must take reasonable care of the items and must return them in their original packaging and without use.

If you wish to return your items for a full refund you must inform us via email. Please make sure you state your order number in the email. You are responsible for the delivery costs both to and from your address. Please note if a free delivery offer has been made use of then a nominal charge of £2.50 will be deducted from your refund amount to cover the shipping costs incurred by us.

All items must be returned in their original packaging.

Stationery & Art reserve the right to deduct delivery charges from any refund should we deem necessary. 

8. Faulty Goods

If you receive a faulty or damaged item you must notify us within 7 days of receipt and we will refund, replace or exchange the item. When faulty goods are returned we will refund the return postage you have paid but we will only bear the cost of standard recorded postage up to £5. 

9. Returns Policy

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in most cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, please Contact us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.