| |
DELIVERY
You will receive an email once your order has been processed, and we will inform you of the expected delivery timescale for your items.
We aim to desptach your order within 24 hours of your order being placed. However, some items are not held by us in large quantities so we buy them in especially for wholesale orders. Therefore please allow up to 5 working days for despatch of your order.
We make sure that all items on this website are either held in stock in quantity, or we can buy them in within a few working days so as not to cause you any delays. However on rare occasions we may have problems obtaining further stock, so if your order is urgent or you wish to confirm the situation before ordering, please contact us by email or phone.
Some items will arrive under separate cover, so please be patient if you only receive part of your order. If this happens we will include a note or mark on your packing slip expected timescale for delivery of the rest of your order, and we will also email you regarding this.
For UK orders: Depending on the weight of your parcel, we use Initial City Link who offer a complete online tracking service and guaranteed next working day delivery. Your tracking number can be given on request. Lighter items, are despatched via Royal Mail Recorded First Class Post.
If your order is depatched using ANC, you may view the progress of your delivery online at the following link:
www.anc.co.uk
Courier charges for deliveries outside the UK mainland, and including some of the Scottish Highlands can be considerablely high and can be in the region of £25+VAT. We will therefore send to these areas by the most efficient possible method which may mean a longer delivery time. Speedier courier delivery is an option but we will need to charge an additional supplement. Please email quotes@shopholistic.co.uk for further information.
For Overseas orders: We use Airmail which can take up to 3-5 days, or maybe longer depending on destination. If the weight exceeds 2Kg, we use Surface Mail which can take a lot longer. Expected delivery timescale is available on request as it will depend on weight and destination.
PLEASE NOTE - If you are out when you delivery arrives:
Please consider delivery to your work's or neighbour's address if you are likely to be out when your parcel arrives as most complications, with deliveries arise from our customers being out when their order is delivered!
By Royal Mail - the postman will usually leave a card for you to contact the sorting office and arrange re-delivery or collection of your parcel. We are receiving an increasing number of parcels returned to us as they have not been collected at the sorting office. It is very costly for us to be re-despatching these items as the usual P&P charge is already subsidised by us for your original posting. If we receive your parcel as undelivered/not called-for we will contact you and you will have 2 options*:
1. You can pay a further P&P charge (at cost) for us to re-send your item to the original address or an alternative address, or
2. You can request a refund, less our original P&P costs plus 10% of the cost of the items as an admin and re-stocking fee.
By courier - the delivery person will leave you a calling card. They will usually attempt delivery twice, after which the parcel is held at their depot for 4 days awaiting your collection before being returned to us as a failed delivery. If this happens, you will incur further charges for re-delivery of your order.* Even though we will only charge you additional fees at cost, these charges tend to be quite high, so we urge you to contact us with further delivery instructions as soon as you receive a calling card so we can inform the couriers for you.
* PLEASE NOTE: these options and charges also apply to orders which are despatched to an address which is incorrectly input by the customer.
It is unfortunate that we have to impose these charges, but necessary so we can keep our prices low. We are not looking to profit from this, merely re-couping our costs.
IMPORTANT We have many requests to "leave parcel in porch/greenhouse etc if no-one is in". We will write this information on the parcel for the postman if requested. However, we are not responsible for non-delivery of any parcels left in this way. We cannot guarantee these requests are met as it will depend on the delivery person, and also whether the parcel needs to be signed for.
PACKAGING A LITTLE SCRUFFY?
WE ALWAYS TRY TO RECYCLE PACKING MATERIALS SUCH AS BOXES AND BUBBLE WRAP TO PROTECT THE ENVIRONMENT AND KEEP OUR PRICES LOW.
RETURNS POLICY
If you receive any product that is incorrect, faulty or damaged, please contact us immediately at
customerservices@shopholistic.co.uk
and we will give you a return code and arrange a replacement at no extra cost to you. Please return the item to us along with your packing slip or original order confirmation, stating your return code and brief description of fault.
Upon receipt of your return, you will automatically receive a money-off voucher for reimbursement of your return postage costs (at our discretion).
If you have simply changed your mind, please contact us in the first instance for a return code. We will accept returned items in their original, unopened condition, within 14 days of your order. You will need to return the item at your own expense. Depending on the weight of the item and at our discretion, most exchanged items will be sent out free of further P&P charges for the first exchange only. Further exchanges will incur further P&P fees.
Upon receipt of the return, we will exchange for another item or refund your money, less P&P plus a 10% restocking fee.
If you decide to receive a refund in the form of a gift voucher, you will receive a FULL refund excl. P&P costs.
PLEASE NOTE:
ITEMS RETURNED WITHOUT A RETURN CODE MAY INCUR A FURTHER HANDLING CHARGE!
It is really helpful to return your packing slip or original email order confirmation with returned items. Please write the return code and other required information you may be asked for on the packing slip.
Return codes are only valid for 7 days!
When returning items for exchange/refund, we recommend using a 'signed-for' service such as Recorded Delivery for your peace of mind, as we cannot be held responsible for returned items that are mislaid in the post.
Our returns address:
RETURNS, Shop Holistic, Unit 1 Bedwas Business Park, Bedwas House Industrial Estate, Caerphilly CF83 8DU
This does not affect your statutory rights.
| |