Delivery & Returns

Standard Delivery:

We aim to dispatch all orders within 2 working days, most are dispatched the same day if ordered by 2pm.

Express Delivery:

To qualify for this, your order must be placed before 1pm Mon – Thursday and ALL of the items in your order must be available for express delivery. Qualifying orders will be dispatched on the same day the order is placed.

At present, we do not have the ability to deliver over the weekend or public holidays and as such orders that have been requested for express delivery will NOT be delivered on these days and will arrive on the next working day.

Express orders placed on a Friday or over the weekend will be despatched the following Monday (Tuesday in the event that Monday is a Bank Holiday)

For international delivery please contact us for a postage quote.

Returned international items are exempt from refunds for delivery costs.

CHRISTMAS LAST POSTING DATES ARE PUBLISHED ON OUR HOME PAGE. ORDERS PLACED BEYOND THESE DATES WHICH DO NOT ARRIVE IN TIME

ARE EXEMPT FROM POSTAGE REFUNDS IN THE EVENT THEY ARE RETURNED BECAUSE THEY HAVE ARRIVED LATE!

Click & Collect:

FREE Tuesday- Saturday 10am to 5pm from our Poundbury Shop.

For your order to be eligible for Click & Collect, ALL of the items in your basket must be available in stock.

When you have completed your order, we will begin working on your order and you will notified as soon as your items are available to collect. Orders placed by noon will be available for collection after 2pm on the same day.

Other Information:

We deliver to most postal areas in the UK and Northern Ireland, but we’re sorry that geographical location and carrier availability can restrict our service. We may not always be able to deliver certain products to Northern Ireland, the Channel Islands, Isles of Scilly and Isle of Man.

Unfortunately we cannot currently deliver to BFPO addresses.

We use several different couriers for our deliveries:- DPD / Royal Mail /Parcelforce/UK Mail. All parcels are sent by a tracked service.

We are only able to deliver during the working week, i.e. Monday to Friday from 0730 – 1900. We are unable to guarantee delivery on Saturdays (unless you contact us for a quote for Saturday Special Delivery) and we are not able to deliver on Sundays and public holidays.

If our attempts to deliver are unsuccessful, i.e. there is no-one at home, our courier will leave a card at the delivery address with instructions for re-delivery.

If you provide incorrect address information with your order which results in your order being returned to us or deemed undeliverable, any delivery or re-delivery costs will be at your expense, so please check you have entered your full and correct postal address and related postcode. You will not be refunded the postage charge you have paid if your order has to be returned to us and you then elect to be refunded for the order.

We very rarely have parcels go missing but unfortunately it can happen. We can only replace or refund the order after 20 working days from the due date of delivery in the UK and Northern Ireland and 30 working days from the due date of delivery for Europe and the Rest of the World. This is to allow time for the relevant courier to attempt to locate the item.

It’s our policy to recycle and re-use packaging materials as much as possible in order to minimise our impact on the environment.

If you have any further questions, please call us on 01305 265261 or alternatively email us at info@magpiepoundbury.co.uk 

 

Returns & Exchanges

Change or Cancel an Order:

If you need to change details of your delivery address, remove or change items from your order or cancel it completely, please call us for advice. Please be ready to quote your order number and order date. If your order’s status is still “Processing” (check your account for updates), we should be able to change it, but if it’s “Shipped” we may have to look at returning or exchanging the item as it’s probably already on its way to you. See our Returns procedure below.

Track your Order:

You will be sent tracking information by email once your parcel is en route

Your Purchase History:

To find out more information on your past orders, please sign in to your account.

Missing, Incomplete or Damaged Orders:

If your order hasn’t arrived, or arrives incomplete, first of all please view your order online. If your order has been dispatched but hasn’t arrived within the expected time period, please email info@magpiepoundbury.co.uk

If your order arrives and the goods are damaged or faulty, please inform us immediately by email (within 24 hours of receipt) and then follow our Returns procedure – see below. We will ask you to provide photos of faulty or damaged items and the packaging they arrived in – we need all of this in order to have a claim for damaged items accepted by the courier so please do not dispose of any packaging or damaged items until we ask you to.

Returns Procedure:

Returns via Royal Mail or courier

If you have any other queries, please email info@magpiepoundbury.co.uk or call us on 01305 265261.

Refund Policy:

We want you to be happy with your purchase. If you’re not, just return the product to us following the instructions above, and we’ll exchange or refund it.

Under the Consumer Contracts Regulations which govern distance selling , if you buy online or by phone, your consumer rights entitle you to a full refund if you do the following :-

1.Inform us in writing within 14 days of receipt of your order that you wish to return your item (s)

2. Return the goods within 14 days of informing us.

If your item(s) is faulty,damaged or the wrong product, you can receive a full refund, including shipping costs to and from your address (by 2nd Class Signed For unless advised otherwise), as long as it’s returned in a saleable condition within 30 days of receipt. Refunds will be processed within 5 working days of receipt of returned items.

If you paid extra for express delivery, you will only be refunded the basic delivery charge.

Condition of Returns:

It’s very important that returned items are in the same brand new condition in which they were originally supplied to you, so please take care of them and keep all packaging. All items and tags must be fully intact to qualify for a refund.

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