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Understanding the delivery procedure.
We look after the entire dispatch process of your orders. From dispatch, tracking, and compensation procedures.
The benefits include lower prices due to our bulk dispatch discounts. Quality packed goods. Dedicated staff who will look after any claim procedures for missing parcels on your behalf.
The dispatch
All products are shipped discreetly in a brown box with absolutely no indication as to the contents.
All goods that are dispatched are sent by a recorded insured service. This means goods will not be left on the door step or with neighbours. This enables a fully discreet service and your customers confidentiality.
We subsidise all the UK delivery charges, so you actually pay less than what it is costing to dispatch goods.
Goods that are in stock are dispatched within 24 hours. If for any reason we are out of stock, we would expect to dispatch the goods in about 12 days but realistically this is much quicker. If their is a manufacturing delay with any products you will be notified by email as soon as we are aware.
We use Royal Mail, Business Post courier and FedEx
UK
Goods are dispatched by Royal Mail Recorded delivery if the parcel weighs less than 1.35kg. Over this weight then goods are sent via a courier service.
Royal Mail: If you are not in when the parcel arrives they will keep the package at their local depot for 7 days enabling them to pick it up. After 7 days the parcel then returns to us.
Business Post: If you are not in when their parcel arrives they will keep the package at their local depot for 5 days enabling them to pick it up. After 5 days the parcel then returns to us and additional fees will be charged to your account for the return service. See below for charges
Southern Ireland
Goods are dispatched by Royal Mail Airsure Recorded delivery if the parcel weighs less than 2kg. Over 2kg then goods are sent via Fedex and International shipping rates apply.
Europe
Goods are dispatched by Royal Mail Airsure Recorded delivery if the parcel weighs less than 2kg. Over this weight then goods are sent via FedEx
Rest of World
Goods are dispatched by Royal Mail Airsure Recorded delivery if the parcel weighs less than 2kg. Over this weight then goods are sent via Fedex
Remote Location Delivery Charges
It has recently come to our attention that certain areas in the UK cost us a premium to reach by courier. Remote locations in Scotland tend to be the frequent ones. If your parcel requires this additional shipping charge we will advise you.
If their has been a manufacturing delay or something has been out of stock on your order for 12 days then we are happy to split or back order part of the waiting order. The delivery charge on the second delivery for the order will be charged at cost. Please note: We will not do this on an order unless the item has been waiting more than 12 days.
Redelivery Charges.
Occasionally customers fail to pick up their order from the local depot once the initial delivery attempt has been made if they were out. After a week the parcel is shipped back to us. Unfortunately the redelivery charge to dispatch the goods back out is not subsidised.
UK Re-delivery Charges:-
Royal Mail - £3.50
Courier - £5.50
Europe and Rest of the World:-
Royal Mail - £Cost
Courier - £Cost
Return Parcel Charge:-
If you fails to collect their parcel from the Business Post depot or for any reason your customers parcel has been sent back to us their is a £9.95 charge levied to you.
FedEx Parcels shipped overseas that are returned to us incur a £30 charge.
We cannot waive the above charges under any circumstances regardless of reason for non delivery. We know this is very high but I am afraid these are a cost passed on from Business Post. As we pass on all our savings and costs to you to dispatch I am afraid we have to pass on these costs too.
Customer Exchanges and Faulty items:-
If a customer returns an item because they don't want it and they want an exchange the redelivery charges apply.
If a customer returns an item for an exchange due to a fault their is no charge for sending a new item back to them.
If a customer sends an item back claiming it is faulty and it is in fact alright once checked redelivery charges apply to return the item to them.
Cancelled Orders:-
If an order is cancelled after dispatch the full delivery charge (not the subsidised charge) will not be refunded.
What happens if something goes wrong.
We have a dedicated team looking after your interests and if their are any issues with your parcel we will work to over come the problem and obtain a delivery for you.
If you parcel is lost on route we will endeavor to obtain compensation for you.
We will liaise with the particular depot on your behalf and resolve any problems swiftly and keep you updated at all times.
Lost Parcels.
We do not replace lost parcels free of charge. All parcels are dispatched insured and our team will look after the claim procedure on your behalf and all compensation once obtained will be passed onto you. So you will never be out of pocket but in the mean time if you wish to have a replacement order sent this must be sent at your cost.
A claim usually takes about 4 weeks to complete.
Royal Mail Procedure:-
1) We complete a claim form and include proof of posting and copies of commercial invoices to prove the cost of the goods.
2) Royal Mail processes the claim and contacts your customer to confirm the goods never arrived.
3) The claim is accepted once Royal Mail receives your customers confirmation back.
4) We receive a cheque and your account is refunded the order value in full.
If your customer does not make the effort to confirm the parcel is missing, no payout is received from Royal Mail so in turn you will not receive any compensation.
Royal Mail currently loses approx 6 parcels a month on our entire monthly dispatch which equates to less than 0.01% so do not be overly concerned about lost parcels.
Business Post & Fedex.
1) We complete a claim form and include copies of commercial invoices to prove the cost of the goods.
2) Fedex processes the claim.
3) We receive a cheque and your account is refunded the order value in full.
FedEx very rarely lose anything and it is currently one or two parcels a quarter out of our entire quarterly dispatch. | 
