Delivery, Returns & Postage
As an online, family-run business we are open and running, pretty much, as normal, just with reduced hours.
Postal services seem to be running reasonably well, but there may be some delays with deliveries.
We have removed the option for 'Priority Post' as we can no longer guarantee next day delivery.
1st Class is still, at this time, available but, although it will be sent as '1st class', it cannot be guaranteed to reach you next day.
Eco packaging: As an eco-friendly business, we do our best to reduce our use of plastics. We therefore now send our orders out in paper mailing bags or boxes. We do, however, occasionally re-use packaging which we ourselves receive - this includes pre-used plastic mailing bags and bubble wrap (we'd much rather keep this plastic packaging in use for as long as possible rather then just sending it straight to landfill).
Free delivery on UK orders over £50
UK postage and packing costs are as follows:
- Orders up to £49.99 - £2.99*
- Orders £50 and over - FREE*
- First class (for Mon-Fri delivery only) - £5.00
- Priority postage (for Mon-Fri delivery only) - £8.50** Not currently available
- Collection from our premises in Chester is free (collection by appointment only). Use voucher code 'COLLECT' at checkout. (Please note that this only applies to collection - your order will not be sent by post.)
* 2nd class post. If you are in a rush for your parcel please consider using 1st Class or Priority Postage.
**Under Priority Delivery your parcel will be processed ahead of other orders and, as long as your order is received by midday on a weekday we will try our best to ensure your order is dispatched that day with either Parcelforce Express 24 or Special Delivery (depending on the size of the parcel). Please bear in mind that during holiday periods we may be unable to get your order out straight away. Please check for holiday closures here.
Channel Island customers - most orders can be sent according to standard UK postage rates however larger/heavier items (sent via courier) may levy a higher postage rate. Please contact us for further information.
Although stock levels shown on the website are usually up to date there may be times when they are not. If items are out of stock we will let you know by email as soon as possible after your order has been placed.
Bear in mind that parcels are dispatched early afternoon and so we cannot guarantee dispatch on orders coming in after midday.
We do not currently ship outside of the UK.
When will my order be sent out?
As long as items are in stock, your order will be dispatched within 24 hours wherever possible.
If goods are not in stock we will contact you as soon as possible by email. You may choose to have the order sent out in more than one parcel, choose to swap the product or have a partial/full refund.
Priority postage - if you're in a rush for your order select Priority Delivery at checkout. There is an extra charge for this but we will process your order ahead of other orders and, as long as we receive your order by midday, we will ensure that your order is sent out with Parcelforce Next Day Delivery or Special Delivery. Please note that this does not include Sat/Sun delivery so parcels dispatched on a Friday will be delivered on the following Monday. If you need a Saturday delivery let us know and we can discuss the options with you.
You can check on the status of your order by contacting us by e-mail at firstname.lastname@example.org.
How will my order be sent out?
Parcels are sent out with either Royal Mail or Parcelforce Express48 depending on the size of the item and the delivery option chosen.
You should receive your items within 2-3 days of ordering.
In a rush? If you wish to receive your order in a hurry select Priority Delivery at checkout. When this option is selected we will process your order ahead of other orders and, as long as we receive your order by midday, we will ensure that your order is sent out on the day with Parcelforce Express24 or Special Delivery depending on the size of the parcel. There will be an extra charge for this. This does not cover Saturday or Sunday delivery. We cannot guarantee this during our holiday closures.
When you give a delivery address please consider whether you will be in to receive the parcel - it is sometimes worthwhile having the parcel delivered to your work address or that of a friend or neighbour.
If you do not receive your order within 7 days please contact us. In many cases missing parcels, sent by Royal Mail, will be found at your local sorting office. If you’re parcel does not arrive we would recommend that you give them a call.
Please note that during the christmas period there are often delays as Royal Mail and other couriers struggle to cope with demand. There may also be delays during periods of severe weather.
If your order does not fit through the letterbox and there is no-one available at your specified delivery address to accept delivery, the driver will leave a card with instructions of how to obtain the parcel. Please then liaise directly with the carrier to arrange collection or re-delivery of the parcel.
In cases where courier cards have been left at your address, but parcels not collected, the parcel will be returned to us. In these cases you may be required to pay additional postage costs for the item to be resent. Please bear this in mind if you have holidays planned and won’t be available to receive your parcel.
(During the winter months please bear in mind that delivery times can be affected by the weather. During periods of snow, flooding etc delivery companies do their best to limit delays but delays are often inevitable.)
RETURNING YOUR ORDER
How do I return faulty goods?
Although we try to check all stock before being sent out, the occasional fault will go unnoticed and we will be happy to take back damaged or faulty goods, and refund your money including return postage costs. You must take responsibility for getting the goods back to us so we suggest getting a ’certificate of posting’ (free of charge) so that you can claim compensation from Royal Mail if the goods do not reach us.
Please send the faulty product to:
Lizzie’s Real Nappies
Please be sure to include a note of what the problem is, as well as your name, address and original order number.
I’ve changed my mind. What do I do?
Goods can be returned, if unused, unwashed and in fully re-saleable condition, within 30 days of delivery. If you wish to return something beyond this time please contact us.
We will refund you the cost of the product but you must pay for the cost of returning the goods to us and postage and packing charges if applicable. We strongly suggest that you get a ’certificate of posting’ from your post office (free of charge) so that you can claim compensation from Royal Mail should the parcel not reach us.
If the goods have a retail value of more than £28.00 you will need to use a Royal Mail service that includes additional insurance to cover your goods should they go missing on route to us.
Please send all returns (including your name, address and invoice number) to:
Lizzie’s Real Nappies
If you have any questions about returning goods please call 07540 221 992 or e-mail email@example.com