||Holly Products (UK) Limited Postage and Packaging Policy |
Holly Products (UK) Limited aims to provide a good customer service, which includes providing the best priced postage and packing available.
UK orders are sent using Royal Mail; 1st Class and 2nd Class postage is available for orders up to 2kg
International orders are split into 'Europe' and 'The rest of the World' and are sent using Royal Mail; ‘International Signed For’ for orders up to 2kg. This is a trackable service.
The cost of postage depends on the weight of the order and destination.
For orders over 2kg the customer is required to send an email to firstname.lastname@example.org with the products they wish to order and the destination address, an email will then be returned with the postage option(s) and details of how to complete the final order.
2. Delivery Times
Where complete orders are in stock we aim to dispatch within 48 hours of receipt of order and payment (excludes Fridays, Saturdays and Sundays).
Where an order contains and out of stock items the dispatch of that order may be delayed until those items are in stock. The decision to hold an order until out of stock items are available will be made by Holly Products (UK) Limited, however we will make the effort to keep the customer informed where such a delay occurs.
Holly Products (UK) Limited use Royal Mail who aim to deliver in the following times:
UK 1st class : 1 - 2 working days,
UK 2nd class : 2 – 3 working days,
International Signed For™ with Airmail delivery, to Western Europe in 3 working days, to Eastern Europe in 5 working days and the Rest of the World in 7 working days.
Holly Products (UK) Limited cannot be held responsible for late delivery of goods as this part of the service is out of our control. However we would like to know if your parcel has failed to arrive.
If your parcel does not arrive within the Royal Mail time frames please contact us on +44(0)1630 655759 or email email@example.com quoting your order number.
If your parcel appears to have been damaged or tampered with, please do not accept delivery, and allow the courier to return the package to us.
3. Posting and Packaging Charges
To ensure a fair cost to the customer, cost of postage is calculated by destination and the overall estimated weight of products and packaging, and is calculated as closely as possible to the tariffs provided by our couriers.
When selecting your first item you will be directed to the shopping basket where you will be asked to choose your postage zone, you can then choose to continue to shop and the postage will be recalculated as you add additional items to your basket.
4. Postal Surcharges
Addresses with certain postcodes may incur postal surcharges from our couriers. Regrettably we are unable to absorb all of these costs. The charge made for postage is to cover the posting of an entire order to one address on one occasion to the address specified by the customer.
5. Undeliverable Parcels
If through no fault of Holly Products, a parcel is unable to be delivered, an additional charge will be made to have it posted again. This includes, but is not limited to the following situations:
The charge for resending orders to the same address will be the postal cost in the first instance.
The address supplied is incorrect or incomplete.
The courier returns the parcel: following an attempted delivery where the customer has not arranged for redelivery or collection from the courier.
The customer requests a change of delivery address after the parcel has been sent.
The customer specifies a PO Box address and a signatory is unavailable.
The parcel is held by Customs and Excise for reasons beyond Holly Products (UK) Limited’s control and returned to sender.
Where parcels are held by a Customs agency, it will be the responsibility of the consignee to have that Customs agency contact Holly Products (UK) Limited regarding any issues that require our intervention to resolve.
If undelivered goods are returned to Holly Products (UK) Limited and arrangements for resending are not made then the order will be cancelled after 14 days and a refund made for the cost of goods only.
Any items that are back-ordered will incur no extra postal costs. We will not add additional items or orders to backordered parcels. If you need extra items they will be considered to be a new order that will incur its own postal cost.
Thank you for taking the time to read this information. Please feel free to access it at any time.
Updated 4th April 2013