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Cancellation, Delivery and Returns Information

Delivery, Cancellation and Returns Information

 

 

Processing 

Many of our products are made in-house. In addition to creating personalised gifts, we work with our partners to deliver a range of high-quality gifts.  Therefore, processing times may vary. Below should be used as a guideline:

Products made by us 2-3 days (subject to availability - excluding weekends)

Products made by our partners : Whilst our partners aim to ship orders within 2-3 days, during busy period, this may extend to 1-7 days (subject to availability)

Delivery guidelines below:

     Delivery Information - (estimated delivery is from the date of shipment)

    PICK UP FROM STORE NOW RESUMED

     Delivery Costs vary depending on the product(s). The delivery charge will be available to view at checkout.

    Delivery guidelines below: (This may be affected by Royal Mail Strikes)

    Standard Delivery

     

    		 2nd  Class 95% orders arrive within 2-4 days
    Tracked Standard Delivery RM48hrs 95% arrived within 2-3 days

    Tracked Express Delivery

     

    RM24hrs  

    		 95%of orders arrive within 1-2 days
    Special Delivery Next Day Tracked Service

    97% orders arrive within 1 day

    this service may not be available for some of our products 
    International Europe Tracked Service

    5-10 days

    Custom Tax may apply 
    International - Rest of the World Tracked Service

    5-15 days

    Custom Tax may apply
    *Click & Collect Same Day Collection Available Online and Instore

     

    *This service may not be available for some of our products if delivered directly from our partners. 

    For peace of mind, we recommend using a tracked service. 

    Please note: tracked is not a guaranteed delivery service. Royal Mail aim to deliver your order within the specified deadline.

    Royal Mail is our main courier and we are informed by them as to any updates that may affect deliveries. With this in mind, please read the statement below regarding to ALL delivery options:

    Delivery times given above are an estimated time of delivery.

     

    Lost/Delay

    If your order has not arrived within the estimated time given above, we request that you wait until 10 days from the date of shipment for your order to contact us. If you have still not received your order within this time, we will then submit a claim to Royal Mail for non-delivery.  They may contact you for additional information. We are unable to reimburse order/delivery charges until after the 15- day period. For international orders, we are required to wait 30 days from the date of shipment before can consider a reimbursement. 

     

    P.E.G.G.Y Partners

    70% of our products are made in-house. However we do have some fantastic partners on board to ensure that we offer a wide range of unique gifts. Some products will be sent directly to you from our partner companies. For this reason, pick up from store is not available on some products.  Additional delivery charges may apply for multiple items purchased and your order may arrive in separate packages.

    Cancellation
    Some of our personalised gifts are dispatched directly from our supplier.
    If you would like to cancel your order, please contact us within 4 hours of placing your order. Please phone us rather than sending an email - your order may have already been processed/produced before we get round to your email. Unfortunately, once an order has been received by our production team we can’t cancel it. Personalised or made to order items cannot be cancelled once production has begun, and are excluded from our returns policy.

     

    Returns

    All gifts/products are custom-made, printed on demand. For this reason, we will only accept returns for the following reason(s)

    1. Damaged in transit
    2. Faulty
    3. An error has been made with your order which we are responsible for

    All orders should be returned within 14 days from the date of receipt

    Your Order is Returned by Courier

    If your parcel is returned to us by the courier, we will contact you to confirm delivery information before resending. 

    We will pay for the 1st redelivery charge. Please ensure that someone is available upon delivery.

    Buyers will be responsible for re-delivery costs for a 2nd re-delivery attempt.

    If we do not receive confirmation from you within 14 days of notification from us that your order has been returned, 60% of your order will be refunded  - excluding shipping costs (we are unable to restock/resell personalised gifts). 

    If you have any queries please contact us via email: sales@pureessencegreetings.co.uk or call us on 0121 2850685.