Delivery & Returns | Faithinnature.co.uk

Delivery & Returns

We’re here to help. If you’re looking for information on our service then we hope you’ll find the answers below. If you don’t (or you’d really rather talk to someone) then please don’t hesitate to get in touch - we’d love to hear from you.

Index

Postage & Delivery 

Here are a few details about our delivery service and process.

When do we dispatch your orders?

We’ll send your order as soon as we can. If you place an order before noon on a working day then we should dispatch it on the same day.* If you place it after 12pm (or on a non-working day), it should be sent on the next working day.* (*Please be aware that during sales and busy periods, despatch can take longer.) 

How do we send your orders?

DHL LogoWe send all orders via DHL courier service.

Orders can be delivered to a home or business address of your choice, or you can arrange for delivery to one of a large selection of DHL ServicePoints.

We will normally send you a notification email when your order leaves our warehouse. The progress of courier deliveries in the UK can be tracked online and we will send you a tracking link in the confirmation email. Or alternatively you can track your order here: https://track.dhlparcel.co.uk.

On the day of delivery, you will receive an email from DHL with a delivery window, so you don’t have to wait in all day. This email will give you an opportunity to change the delivery address or time.

Our courier service requires that orders are signed for on delivery. As noted on the checkout page, please choose an address where someone will be available to sign for it.

Our courier will attempt to deliver to the original address twice. If no-one is in - and you haven’t contacted them to arrange re-delivery - they will deliver your order to a ServicePoint and you will need to pick it up from there.

All deliveries to ServicePoints must be picked up by you within seven days, or they will automatically be returned to us.

Collection instructions: when your parcel is delivered and ready for collection, DHL will send you an email. You'll need to bring a copy of the email and a photo ID (Driving license or passport) with you to collect your parcel. Orders must be collected within seven days, to avoid them being returned to sender. 

For deliveries to the UK mainland, the courier will normally deliver 2/3 business-days after your order leaves our warehouse. Deliveries elsewhere may take a little longer.

UK delivery charges

  • All orders will be sent via DHL. Charges start at £5.
  • All orders over £55 will be delivered free of charge within the UK mainland (please note: the £55 spend is after all discounts have been applied and is exclusive of delivery) 

If your delivery is to the Scottish Highlands or Shetland please select United Kingdom (Scottish Highlands), if it is to Northern Ireland please select (United Kingdom Northern Ireland) from the drop down menu on the basket page. Your delivery charges are the same as the rest of the UK mainland.

Please select 'Other Islands' for postcodes including: (including postcode prefixes, KW15-17 (Orkney), HS (Outer Hebrides), KA27 (Isle of Arran), KA28 (Isle of Cumbrae), PH42-44 (Eigg, Rhum and Canna), PA60-78 (Isle´s of Jura, Colonsay, Iona, Mull. Tiree & Coll) , PA42-48 (Isle´s of Bute, Islay & Gigha), TR21 - 25 (Isles of Scilly), PO30 - PO41 (Isle of Wight)

Free Delivery Exclusions*

*Regrettably at the moment we are unable to extend the free delivery to either Jersey and Guernsey due to the high costs passed to us by our courier service. 

For Overseas 

We deliver to the countries listed below.  International delivery is based on shipping bands and the number of items in your basket.

These are the countries we ship to

Country
Austria
Belgium
Bulgaria
Czech Republic
Denmark
Estonia
Finland
France
Germany
Gibraltar
Greece
Hungary
Ireland
Country
Italy
Latvia
Lithuania
Luxembourg

Netherlands

Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden
 

Do you have to pay import duties or local taxes?

If your items are being delivered outside of the European Union, you may be subject to import duties and taxes that are levied once the package reaches the destination country.

Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be.

Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from us, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

Packaging

Our packaging is environmentally friendly. We reuse cardboard boxes to send out orders where possible, and protect your precious cargo with a mix of biodegradable corn pellets and recyclable brown paper.

Our Returns Policy

We want you to be completely happy with your purchases. If for any reason you aren’t, we offer a 60-day return guarantee.

Just get in touch within 60 days and we will happily refund your items or issue a voucher code. Take a look at the FAQs below for more information on our returns policy.

What do I do if I want to return an item?

Please either fill in our Returns Form or send an email to [email protected] or you can call us on 0203 823 6629* with your order number and reason for return and we'll get in touch.

*If you are calling from abroad please call +44 203 823 6629 

We are unable to exchange items, unless faulty.

What if my item has been used?

It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. This means that you are able to return it with the original packaging and labels, and that it's undamaged and unused.

For items that have been used/opened please contact customer services on 0203 823 6629, and if a refund is agreed, it will be in the form of vouchers. 

Will my postage be refunded?

We will happily refund your postage if your item is faulty or not as described.

For full details please see our terms and conditions

 

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