| If you’ve placed an order with us and have any further questions please contact us via the account section of the site and we’ll aim to get back to you as soon as we can, otherwise as part of our commitment to help you as much as possible we have included some information below to try and answer any questions you may have in advance. Quick Links How long will delivery take? How much will delivery cost? What delivery service do we use? Do you deliver on Bank Holidays? Do you deliver internationally? Do you deliver to PO Box addresses? Do you deliver to hotels? Can I return my product if it is not suitable or I want to exchange it? What are the conditions for returning an item? Can I cancel an order I’ve made? What if the item I receive is faulty? What should I do if I receive the wrong item? Do these policies apply if I used a discount code or voucher? DELIVERY How long will delivery take? Our standard delivery service aims to get your order to you within 3 working days*. Orders must be placed by 12pm to ensure same day dispatch. *Delivery times are only estimates and, as we all know when posting stuff, things may go awry very occasionally. In such cases, we’re genuinely very sorry and will try to expedite your order as soon as possible, but we cannot be held liable for such delays. How much will delivery cost? Our delivery charge is £3.50 but if you order £50 or more delivery is free. What delivery service do we use? Depending on how big and heavy your order is, we’ll choose an appropriate carrier. You will almost always have to sign for your order upon receipt, as we post most items by Royal Mail Recorded Delivery or larger items by courier. If you are not around to take delivery of your parcel, the carrier will leave a calling card telling you how you can pick it up. Do you deliver on Bank Holidays Unfortunately we cannot deliver on a bank holiday. In this instance please expect your delivery on the next working day. Do you deliver internationally? We will deliver internationally, but payment for postage and packaging will be increased according to your location. Do you deliver to PO Box addresses? Unfortunately, we can't to ship to PO Box addresses for security reasons. Do you deliver to hotels? Unfortunately, we can only guarantee delivery to a hotel if it is your place of employment. RETURNS AND CANCELLATIONS Can I return my product if it is not suitable or I want to exchange it? We are passionate about our products and hope you love them as much as we do. However, there will be times when you might need to return something, and we’ll try to make it as quick and easy for you as we can. Please see the relevant sections below and always remember to get in touch with us via the account section of the website with the following details to authorize a return: 1. Your order number 2. Your name and address 3. Details of the product 4. Reason for the return 5. Whether you require a refund or replacement Certain items may come directly from our suppliers in order to minimize the delivery costs to you. In such instances, you may need to return the product back to them, but we’ll let you know if this is the case. What are the conditions for returning an item? If for any reason you’re not completely happy with something, we’ll gladly exchange it or give you a refund so long as the item has not been used, is in its original saleable condition and you get it back to us within 14 days of receipt (refunds exclude delivery charges). However please email us first on orders@yourtantrum.com, stating your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. Please be aware too that the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods, such as Royal Mail Recorded Delivery. The cost of returning the item to us is your responsibility. All returns should include your invoice. Can I cancel an order I’ve made? If you’ve changed your mind and we haven’t yet dispatched your order, then you can cancel it very easily. Just email us on orders@yourtantrum.com as soon as you can (bearing in mind that we try to dispatch most items on the same day!), quoting your order number and stating your desire to cancel. We’ll then let you know if your products have already been sent out. If they have, then you’ll need to go through the returns procedure (please read below). What if the item I receive is faulty? If the item you received is faulty, we’re really sorry! We try to package everything as carefully as possible so that you receive your goods in perfect condition, but occasionally accidents will happen in the post. In these instances, or indeed if the product is not as it should be, please email us on orders@yourtantrum.com quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 14 days from receipt of the faulty item to return it to us. What should I do if I receive the wrong item? If the item you received is not what you originally ordered, then we’ve made a mistake – sorry! Please email us on orders@yourtantrum.com quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. Do these policies apply if I used a discount code or voucher? If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level. This returns policy does not affect your statutory rights. |
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