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Shipping Information

COVID-19 SHIPPING IMPLICATIONS
Having adapted how we work to ensure a safe environment for our team,  we can't be as speedy as we used to be. Whilst the majority of our orders are shipped the same day if ordered before 1pm, some can take a little longer. We are doing everything possible to get your items to you as quickly and safely as possible, and we're pleased to say that no order has taken longer than 3 working days to ship. 
Don't forget, we are also dependent on the postal service in our and your country to deliver your order to you.

SHIPPING INFORMATION  

We offer a selection of shipping services with DPD, Royal Mail, and UPS depending on what you're ordering and what your delivery address is. Shipping cost is based on weight, size, product, and delivery address. For a up to date quote, put the order through the website. 

Please note, under certain circumstances the shipping cost might differ from what is shown at check-out, or we discover a service is not available. If this is the case and it will affect your cost or delivery time, we will contact you before proceeding with your order.

DPD
Please note the DPD Next Day option is NOT guaranteed. In 97% of cases it IS delivered the next working day, but on the odd occasion there is a delay. DPD does NOT guarantee this service, and therefore, neither can we. We can not be held responsible for any delay, and we can not guarantee DPD will deliver the next day. The shipping cost will not be refunded if there is a delay. We can guarantee you we will send it using the the Next Day service, but once it has left our office, any delay is out of our hands.

But, by choosing the DPD NEXT DAY option you can follow every step of your parcel's journey. You'll be notified via text and email and will be given a  delivery window. You can watch where the driver and your parcel is on a real-time map, and, it will even tell you your driver's name.

It also gives you the control to amend the delivery, with "in-flight" options like:

  • select an alternative delivery date
  • opt for delivery to a nominated neighbour
  • have the parcel left in a safe place
  • collect the parcel from a local DPD Pickup Shop
  • upgrade to delivery before 12

When using this shipping option, enter your mobile number, and you'll receive a text on the morning of delivery. And there is an added bonus with this shipping option; in the unlikely event your parcel goes missing, we will send a replacement faster - see the section below about missing parcels.  

 

SHIPPING TO NON-STANDARD MAINLAND UK
This includes Ireland, Scottish Highlands, 
Isle of Man, Channel Islands, Isle of Wight. 

Shipping starts from £3.95, priced by weight.

The shopping cart will automatically calculate the shipping cost when you check out. However, it is an estimate, and on rare occasions the true shipping cost will be higher than this, if this is the case we will contact you with the correct shipping cost before proceeding with your order.

 

 SHIPPING OUTSIDE THE UK

Shipping starts from £3.95,  priced by weight

Parcels are sent Tracked & Signed so will require a signature on delivery. We do not ship to PO addresses.

The shopping cart will automatically calculate the shipping cost when you check out. Please note - this is an estimate, and on rare occasions the true shipping cost will be higher than this, if this is the case we will contact you with the correct shipping cost before proceeding with your order. Sometimes shipping costs changes to some countries, or some services are no longer available to us, causing the cost to be different than what is set on our site. 

ORDERING FROM OUTSIDE THE EU?

If we're shipping your order outside the EU, we will not charged UK VAT. However, your order may still be subject to local sales taxes and duties when it arrives in your country. These are usually calculated at the time the package clears customs. Any additional charges are the responsibility of the recipient. We have no control over these charges, and customs policies vary widely from country to country, so you should contact your local customs office for further information.

If you don't pay the local import duties and taxes it will mean your order either being:

  • destroyed by your local customs office; or
  • goods being returned to us at the cost of the consignee

ORDERS LOST IN TRANSIT

Sometimes orders go missing. This is out of our control and  it is incredibly frustrating for you as well as us. We have selected a small group of reliable shipping suppliers to avoid this as much as possible.  Please note, once posted, we can only rely on the carrier to get the parcel to you. This means that we simply can not guarantee delivery dates - we wish we could, but as we have to rely on a third party to actually get the parcel to you, it is out of our control. Most of the time there are no problems, but occasionally there can be delays which we have no way of avoiding. 

Although we use all reasonable means to ensure that your order is delivered within a specified time, we cannot accept any responsibility for late deliveries due to circumstances outside of our controlWe are not able to refund delivery costs even for an upgraded delivery, as the Next Day option is not guaranteed. We will do our best to inform you of any delays we are aware of.

If you want a speedier resolution in case your parcel goes missing or is delayed, we strongly recommend you choose the Next Day Delivery - we will the resend any missing items after only 7 working days.

Extra information

  • We do not ship orders on Saturday, Sunday, or Bank Holidays.

  • We do not ship to P.O Box or BFPO addresses.

  • Although we use all reasonable means to ensure that your order is delivered within a specified time, we cannot accept any responsibility for late deliveries due to circumstances outside of our control. We will do our best to inform you of any delays we are aware of.

MY PARCEL HASN’T ARRIVED:

First of all, please ask your neighbours and local sorting office if the parcel is with them, and check any "safe spaces" you might have used in the past for parcel deliveries. We've had many cases where the Royal Mail and couriers have delivered the parcel to a neighbour, or left it in a safe spot, without leaving a card with the recipient.

If you paid for Next Day we can resend (or cancel and refund) your order if the parcel has not arrived after 7 working days. Please note that on rare occasions a product you have ordered could have sold out since you placed the order - if that happens and you don’t want to wait, we would be happy to refund you.

If you choose any other shipping option we have to ask you to wait 15 working days after shipping before we can send a replacement or refund you. Royal Mail and couriers won’t class the parcel as missing until then. You will also be asked to fill in a Lost Post form and return to Royal Mail.


IMPORTANT:

You must inform us of missing parcels within 10 days of placing your order or we will not be able to help you.
Please remember the law states we have 30 days to get your order to you.


Please, help us help you.

Lost or delayed parcels are extremely frustrating for both you and us. We do understand how annoying it is for you and we feel pretty helpless. If you report a parcel as missing, we’ll start a claim as soon as the carrier will accept it, as well as resend your order.

The claim form is fiddly, complicated and takes a long time to complete, we have to dig out supplier invoices to send copies as we only get back what we purchased the products for. 

Now, this is where we need your help. If you end up with a lost parcel and we resend it to you (or refund you), we will fill out a claim form. Royal Mail might write to you asking if you ever received the parcel from us - if you don’t respond to their letter within 7 days, they will consider the parcel as delivered and will simply close our claim. Please, if you get a letter, take the time to respond to Royal Mail. We know it is a hassle, and wish there was an easier way.

DAMAGED GOODS

It is important you check your delivery as soon as it arrives. If you receive a parcel that has been damaged, or the packaging has been ripped or torn, take pictures and ask the delivery person to make a note of the damage before you sign for the goods. Please send us the photograph clearly showing the problem by email within 24 hours of delivery. 

If you discover anything is damaged after the delivery person has left, again, please take photos and email to support@houseofresin.co.uk within 24 hours of receiving the goods.