A full refund will be issued for orders that are cancelled prior to collection. To cancel your order, please call us on 0345 145 1212, Monday-Friday 8:00am – 6:30pm, Saturdays 9:00am - 1:00pm.
Refunds are not issued for failed collections. If your parcel is not collected during the pre-requested time, please contact us to rearrange a collection.
Transit times are not guaranteed and therefore refunds will not generally be issued for delayed shipments unless it can be proved that the carrier has acted negligently. In the rare event of parcel loss or damage, up to 100% of your carriage costs will be refunded if your claim is accepted. (Please note: TNT claims for damage will only be accepted if the parcel is signed for as damaged upon delivery).
You can take out additional cover for your parcel’s contents at the time of booking. Please visit our insurance page for more information. Insurance cover is non-refundable once the shipment has been collected or dropped off.
If your parcel is returned without it having left UK due to insufficient packaging, incorrect documentation or prohibited items found in your consignment, you will be liable for the UK carriage costs and will be issued with a partial refund for the overseas carriage costs.
For UPS shipments only: if your parcel is returned to you without it having left the UK due to it failing an X-ray screening (i.e. if it is deemed "too dense for X-ray"), you will be issued with a full refund.