DELIVERY AND RETURNS
DELIVERY
1. Introduction
1.1 In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website and shows and fairs.
1.2 This policy is a legally binding document, and this policy shall form part of the contract of sale between you and us made under our terms and conditions of sale
2. Free delivery
2.1 We offer free standard delivery to all mainland UK addresses.
2.2 All other orders will be subject to delivery charges as detailed in Section 5.
3. Geographical limitations
3.1 We will deliver to the following countries and territories: England, Scotland, Wales and Northern Ireland.
3.2 We may from time to time agree to deliver products to other countries and territories.
4. Delivery methods and periods
4.1 The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
(a) if your delivery address is on the United Kingdom mainland, you will be able to select Royal Mail 1st Class, and the typical period for delivery of products by this method is within two days.
4.2 The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
5. Delivery charges
5.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.
5.2 Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the size and weight of the products in your order.
5.3 Our delivery charges are as follows:
(a) Standard UK Mainland Delivery: Up to five working days – free
(b) Guaranteed Next Day Delivery: Placed before 11am for next UK Mainland delivery -£8.00
(c) The majority of parcels will be sent by a Royal Mail standard service unless you have requested a Next Day Delivery when a Signed For service with Royal Mail will be used and parcels will be delivered between 9am and 12pm. Therefore please make sure you will be available to receive the parcel or arrange for an alternate delivery address to be used.
(d) Delivery charges are provided by our delivery service provider and prices may vary in line with their pricing policy
6. Delivery tracking
6.1 Delivery tracking is available in respect of all Signed for Service selected with Royal Mail
6.2 To track your delivery, you will receive a separate tracking number and details after your package has been collected by Royal Mail.
7. Receipt and signature
7.1 Guaranteed Next Day Delivery must be received in person at the delivery address, and a signature must be provided.
8. Collection
8.1 If your products remain undelivered despite our delivery service provider making an attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.
9. Delivery problems
9.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.
9.2 If our delivery service provider is unable to deliver your products, and such failure is your fault and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery .
9.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) you provided the wrong address for delivery;
(b) there is a mistake in the address for delivery that was provided;
(c) the address for delivery is not reasonably accessible;
(d) the address for delivery cannot safely be accessed;
(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.
RETURNS
1. Introduction
1.1 We understand that from time to time you may wish to return a product to us if you are not completely satisfied.
1.2 We have created this policy to enable you to return products to us in appropriate circumstances.
1.3 This policy shall apply to all customers in the U.K.
1.4 This policy shall apply to all orders submitted through our website.
1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).
2. Returns
2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
(a) we receive the returned product within 14 days following the date of dispatch of the product to you;
(b) the returned product is unused, in its original packaging, with any labels still attached, and otherwise in a condition enabling us to sell the product as new. There must be no traces of make-up or perfume nor snagging or damage to product.
(c) you comply with the procedure set out in this policy in relation to the return of the product; and
(d) none of the exclusions set out in this policy apply.
3. Returns procedure
3.1 In order to take advantage of your rights under this policy, you must contact us to obtain a return an authorisation number within 7 days of receipt, and then send the product to us with a covering note quoting that number.
3.2 Products returned under this policy must be sent by Royal Mail Signed For delivery to SookiTwist, High Bank, 23 Oxford Street, Aldbourne, Wiltshire, SN8 2DQ.
3.3 You will be responsible for paying postage costs associated with returns under this policy.
4. Exclusions
4.1 The following types of product may not be returned under this policy:
(a) any product made to your specification;
(b) any product made to order;
(c) any product personalised or adapted for you;
5. Refunds
5.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
5.2 We will not refund to you the original delivery charges relating to the returned product.
5.3 We will not refund to you any costs you incur in returning the product to us.
5.4 We will refund any money received from you using the same method originally used by you to pay for your purchase.
5.5 We will process the refund due to you as soon as possible and, in any event, within 14 days following the day we receive your returned product.
6. Improper returns
6.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product, we will not refund the purchase price or exchange the product;
7. Our details
7.1 This website is owned and operated by SookiTwist.
7.2 Our principal place of business is at High Bank, 23 Oxford Street, Aldbourne, Wiltshire, SN8 2DQ
7.3 You can contact us:
(a) by post, using the postal address given above;
(b) using our website contact form;
(c) by telephone, on the contact number published on our website
(d) by email, using the email address published on our website.