Delivery

Orders placed Monday to Friday will usually be despatched within 1 working day via Royal Mail which can take between 3-4 working days or UPS 24 Tracked for large items which usually takes 1-2 days, both of these services are FREE.

We also offer Royal Mail Special Delivery and Royal Mail Tracked 24 services for a extra charge if you would like your items quicker. Orders are only despatched from our warehouse Monday-Friday, excluding UK public holidays.

If your order is sent via Royal Mail you can track the its progress using the below link.

https://www3.royalmail.com/track-your-item#/

If you have ordered a large item this will be sent via UPS and can be tracked using the below link.

https://www.ups.com/track?loc=en_GB&requester=ST/

Yes you can, though we would recommend using the same billing and shipping address where possible. While we understand that this isn't always convenient, using two different addresses can heavily impact against a suspected fraudulent transaction check which could lead to the order being cancelled for security reasons.

Orders placed Monday to Friday will usually be despatched within 24 hours via Royal Mail for FREE. This service usually takes 3-4 days. Please check with Royal Mail for any potential delays in their system. Orders are only despatched from our warehouse Monday-Friday, excluding UK public holidays.

If your order has not arrived by the expected delivery date this is usually no reason for concern right away. We would advise first checking with your local sorting office to see if delivery has been attempted or asking your neighbours if the package has been left with them.

On the odd occasion small delays can occur in the postal service Royal Mail advise giving them 10 working days to deliver your parcel. If your parcel has not arrived after this time please open a returns request so we can get this resolved for you.

Your order is shipped by Royal Mail within 3-4 working days however if you still haven't received Royal Mail suggest the following advice.

Is it less than 5 working days since your mail should have arrived?

On the rare occasions this happens don't worry it could be possibly held up due to incomplete address, Postcode issue or unusual circumstances.

Is it 5-9 days since your mail should have been delivered?

If this occurs Royal Mail classes your item as officially delayed and they recommend that you should:

Check any outhouses you might have where mail may be left if it cannot fit through your letterbox

Check with your neighbours to see if a parcel has been left with them

Contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection.

Have 10 days past since you item was posted to you?

Royal Mail will now class your item as lost, please open a returns request.

Returns

If you not longer want your order and it is still in original packaging, unopened and still sealed, you can open a returns request within 30 days of receipt for a refund.

With the Christmas season upon us we understand that some orders have been placed as gifts and to help make sure you are happy with your purchase we have extended the return period till the 31st January 2021.

Please be aware any costs for postage will have to paid by you.

We apologise your item didn't get delivered to you in perfect condition. Please open a returns request explaining the damage and one of our customer service team with get back to you as soon as possible. When possible please send us a photograph of the damage so we can speed up for the refund/replacement process for you.

Please note, you must inform us regarding the damage within 30 days of the date you received the item so we can get a full refund or replacement, when possible, at no additional cost send to you. 

We're sorry to hear there's been a mistake with your order. Please open a returns request soon as possible with your order number and details of what you have received and one of our customer service team will be in touch. Rest assured, we will get the correct item(s) to you as quickly as possible.

Please note, you must inform us within 30 days of the date you received the incorrect item. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.

On receipt of your authorised return we will process your refund within 1-3 working days. Please note, this does not include your bank's processing time. Please check with your bank if the refund has not appeared within 10 days. On the date the refund is completed, we'll send you an e-mail message confirming the date and amount. Refunds can only be made to the original payment method used for the purchase.

Send a message

Email us at

info@theoutletshop.co.uk