Delivery and Returns

COVID-19 Update

All our shipping partners are operating as best they can due to the ongoing virus. Royal Mail and DPD are working hard to supply a normal service but may take longer when shipping to remote areas, BT postcodes, Scottish Highlands and The Channel Islands.

All products are shipped discreetly in a brown box with absolutely no indication as to the contents.
All items are supplied with tracking and we will email you the tracking code once the order has been dispatched.
——————————

Current Shipping Rates
Royal Mail 48 Hour – £4.50 (1-3 working days)
DPD Express Next Day Tracked – £6.50 (Monday to Friday 1 working day)
DPD Weekend Shipping Tracked – £7.50 (Saturday delivery if ordered before 1pm Friday)

*Cut off for one working day delivery choice is 1pm. We recommend you open an account when placing your order to enable you to see your delivery tracking details.
All orders placed after 1pm may be processed the following day and all timescales indicated will apply from when we send you confirmation the order has been dispatched. There will be no refund to your selected shipping if either Royal Mail or DPD are delayed for any reason as this is out of our control.

Goods that are in stock are dispatched within 24 hours, Monday to Friday. If for any reason we are out of stock, we would expect to dispatch the goods in about 12 days but realistically this is much quicker. If there is a manufacturing delay with any products you will be notified by email as soon as we are aware and offer you the chance to cancel your order if you are unable to wait.

Royal Mail
Goods are sent on your choice of shipment unless the weight is over 2kg then goods are sent via DPD shipping rates apply. If you are not in when your parcel arrives they will keep the package at their local depot for 7 days enabling you to pick it up. After 7 days non collected parcels for the UK will be returned to us and a fee of £10 is then charged for this return service which will be deducted from your refund. The balance will be refunded to your payment source (excluding original delivery charge).

DPD
If you are using this service DPD will contact you by text or email to notify you of a delivery time and date. If this is not convenient for you, you have the option to change it. DPD will attempt delivery 3 times – if they are still unsuccessful after this time the parcel is returned back to us. In some rare cases, DPD may not deliver the next day. But is 99% next day service. * Non delivered parcels for the UK will be returned to us after 3 delivery attempts and a fee of £10 is then charged for this return service which will be deducted from your refund. The balance will be refunded to your payment source (excluding original delivery charge).

You will receive text messages and email notifications and also calling-cards if DPD have been unable to deliver the parcel. If you then fail to re-arrange a delivery with DPD directly this fee is incurred. We will pass this charge on to your Xtrader account.

Remote Location Delivery Charges
Remote locations in Scotland, Channel Isles, Isle of Man & Isle of Wight tend to be the frequent ones. If your parcel requires this shipping the charge for delivery is as follows

BT postcode – £9.85 two day.
Scottish Highlands – £9.85 two day
Channel Islands – £9.85 two day

If your order is chosen to be shipped to one of these locations you should choose the correct shipping choice at checkout. If you choose the incorrect shipping option the order will not be processed until the additional cost has been paid.
——————————

Lost Parcels:
A claim usually takes about 4 weeks to complete.

Royal Mail Lost Parcel Procedure:
1) We complete a claim form and include proof of posting and copies of commercial invoices to prove the cost of the goods.
2) Royal Mail processes the claim and will contact you directly to confirm the goods never arrived.
3) The claim is accepted once Royal Mail receives your’ confirmation back.
4) We receive a cheque and your account is refunded the compensation amount in full.

If you do not make the effort to confirm the parcel is missing, no payout is received from Royal Mail so in turn, you will not receive any compensation.

DPD Lost Parcel Procedure:
1) We complete a claim form and include copies of commercial invoices to prove the cost of the goods.
2) The courier processes the claim.
3) We receive a cheque and your account is refunded the compensation amount in full.
4) DPD only give 14 days from the date of postage to claim for lost parcels.
5) If lost parcels are not reported within 14 days then we are unable to offer any compensation.

Compensation
Royal Mail Untracked – no compensation for loss or damage
Royal Mail 48 Hour – compensation up to £100
DPD inland parcels – compensation up to £100
——————————

Exchanges and Faulty Items
If you change your mind you can return an order for an exchange as we do not offer refunds for unwanted orders. You will be responsible for arranging the return and associated shipping costs of unwanted orders and a re delivery charge will be made for the exchange item you require.

If an item is faulty we will of course replace with a like for like new item and no re delivery charge will be made. We will also cover the cost for you returning the faulty item and will send you a freepost address to use. Please contact customer services for the freepost address.

If you choose to send a faulty item back and not use the freepost address we will not cover the cost. If you return an item that turns out not to be faulty we will return the item back to you and no replacement or refund will be made by us and a charge for sending that back to you will be made.



X