Delivery & Returns

United Kingdom

UK Express Delivery  
We aim to deliver Express Orders within 2 to 3 working days. ALL deliveries will be made between 07:00 and 18:00 Monday – Saturday (excluding Public/Bank Holidays).

UK Express delivery is not available to the following locations:

  • The Scottish Highlands and Islands,
  • Isle of Wight,
  • Isle of Man,
  • Northern Ireland

Please see ‘UK standard delivery’ for an alternative delivery service.

UK Standard Delivery  
We aim to deliver all mainland UK standard delivery Orders within 4 to 5 days.

We aim to meet these timescales but during busy periods (including sale) deliveries may take a little longer.

ALL deliveries will be made between 07:00 and 18:00 Monday-Saturday (excluding Public/Bank Holidays).

Deliveries to The Scottish Highlands, Scottish Islands, the Isle of Wight, Isle of Man and Northern Ireland may take up to two working days longer.

International Delivery Services  
Additional taxes, fees or levies may apply according to local legislation. Recipients of deliveries made outside the UK may have to pay import duty or formal customs entry fees. Any customs or import duties are charged once the Products reach the destination country and these charges are Your responsibility and must be paid by the recipient. Unfortunately We have no control over these charges and cannot tell You what the cost would be as customs policies and import duties vary from country to country.

In addition some countries have import restrictions on certain Products or materials. You are responsible for determining whether there are any restrictions on delivery of Our Products to Your selected destination. You can contact Your local customs office for assistance regarding these matters.

Delivery may be delayed by local customs because of this but unfortunately this is out of Our control.

Delivery Locations  
Our carriers are unable to deliver to PO Boxes, airports, hospitals and prisons. We will also at Our discretion exclude delivery to any addresses which are considered to be insecure.

We are not liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier, however at present Royal Mail will not leave goods anywhere if no-one is in, but a card to collect from the nearest depot will be left instead.

Delivery Services

Delivery will be to the UK or International address specified in Your Order. We offer a variety of delivery options but We shall have no liability for any delay or failure to deliver Product if the delay or failure is wholly or partially caused by circumstances beyond Our control.

When placing an Order please bear in mind We are unable to deliver on Public or Bank Holidays and Orders placed on those days, or at busy periods may take longer to deliver. 

Lost Parcels  
We will begin Our missing parcels procedure if Your Order fails to arrive within 10 days (UK only) and 20 days (International) of despatch and You notify Us. We will investigate Your claim and if We are satisfied that the non arrival of the Product(s) was attributable to Us then a refund will be credited to the credit/debit card which was Used to place the Order. Please note that We may refuse to make future deliveries to addresses that are considered to be insecure. In this event You will be contacted by Our service team and asked to provide an alternative delivery location for future Orders.

Consumer Contracts Regulations 2013  
If You are placing an Order as a consumer online –

  • You have one calendar month from receipt of delivery to return the Product to us.
  • We will refund You within 14 days of receiving Your returned Products. Provided the full Order is cancelled and returned, however, refunds will NOT include any delivery cost You have paid.
  • We may make a deduction from the refund for any damage to, or unnecessary handling of the Products by You.

This is not a full statement of Your rights under the Regulations. Full details are available from Your local Trading Standards Authority or Citizens Advice Bureau.

Returning Products 

United Kingdom Returns

Please note that Products returns will only be accepted where the Products are returned in a good and saleable condition (other than where the Products were not in a good and saleable condition when You received them). Only the cost of the items will be refunded, and not the outbound carriage.

Any additional Conditions for return outlined on a Product, or its packaging, on Our Website form part of OTBT returns policy.

You can return Products in one of the following ways:-

If You wish your refund to be processed to Your PayPal account, You should send Products back to Us Using the Royal Mail postal service, courier, Collect+ or Hermes Parcel Force service and ensure you get proof of postage and a signature to ensure we receive the items.

Our return address is: Blakemere, Black Park Road, Whitchurch, Shropshire, SY13 4JP.

International Returns  
For Your convenience You can return Products in the following ways:

  • 1) Via Your local Postal Service
  • 2) Every delivery comes with a returns address printed on the packaging.

International Returns via Your Postal Service  

Repack Your returns in the original packaging or another suitable bag and be sure to put Your own name and address on the bag then seal it. Remember to obtain a Certificate of Posting from Your Postal Service, This is Your proof should any returned parcel go astray. It also contains a unique reference number, which You can Use if You have a query. Please do not send any payment with the returned Product(s). We do not cover the cost of postage for International returns except for the return of faulty Products (only the cost of a standard postal service will be refunded where applicable).

IMPORTANT TO REMEMBER - If You are returning Product(s) paid for on Your credit or debit card, We will make a credit adjustment directly to Your card account, Please remember that if You can’t produce a Certificate of Posting from Your Postal Service then We will not be able to credit Your account if the parcel goes missing.

Our return address is: Blakemere, Black Park Road, Whitchurch, Shropshire, SY13 4JP.

International Purchases and Returns

Purchases from this Website are made in British Pounds (£ GBP) only.

Banks and International credit/debit card issuers will determine exchange rates and may make additional charges, which You are liable to pay.

If You return Your Products to Us Using the postal service, refunds will be issued in the currency in which You originally paid for the purchase.

All Orders are shipped from the UK. Any import duties and taxes payable, will be charged once the parcel has reached the destination country. These charges must be paid by the recipient of the parcel. If You have any questions related to customs charges, please contact Your local customs office.

Returns to Us are at Your cost and You should keep evidence of having sent the Products, such as a certificate of posting. In all cases the Products must be in their original condition.