We aim to ship all items as soon as payment is cleared. This means that items ordered and paid for online by 12 noon (UK time) Monday-Friday are usually dispatched on the same day. Items ordered and paid for after 12 noon or over the weekend are sent on the next working day.
We never charge excessive amounts for postage and packaging. Our P&P charges are made up of the Royal Mail charge for the service plus a small contribution towards the packaging materials, plus VAT, which we are legally obliged to charge.
Please note that orders are often too big for standard letterboxes.
Standard Postage and Packaging (P&P)
Customers selecting this postage method will have their order sent by Royal Mail 1st class business post or, where the goods weigh more than 2kg, by Royal Mail tracked service. Delivery will normally be in 1-2 working days.
Fully Tracked P&P
Customers may select Royal Mail’s tracked service at an additional cost. Delivery takes 2-3 working days. A tracking number is emailed to the customer and the package is tracked at every point on its’ journey from us to the destination.
Next Working Day P&P
Customers may select either Royal Mail special Delivery or Next Day Courier at an additional cost. Delivery could be made up to 5pm on the next working day. A tracking number is emailed to the customer and the package is tracked at every point on its’ journey from us to the destination.
Orders weighing over 2kg
Orders will be sent by courier. A P&P (Postage and Packaging) charge will be made based upon the weight of the order. Delivery timescales may be a little longer . A tracking number will be emailed to the customer.
Lost or Missing Orders Policy
We always send a dispatch notification on the day on which items are dispatched. We always obtain proof of posting or dispatch.
Packages are often too big to fit through a standard letterbox. If you suspect your order is missing or lost in the post, please contact your local postal office BEFORE contacting us. It is entirely likely that your package could not be delivered and is awaiting your collection.
Items can be reported missing after 5 working days. For next working day items, claims may be made on the day.
Within the UK
Royal Mail do not consider items of 1st class post to be lost until 15 working days after posting. In the unlikely event of your order being lost in the post, we have to wait until this time has elapsed before we can instigate a claim for the lost package. We always send a replacement, stock permitting, at the same time as we open a claim. Where stock does not permit a replacement to be sent, a full refund will be issued.
For tracked postal after delivery was due. We always send a replacement, stock permitting, at the same time as we open a claim.
We aim to offer a 100% Satisfaction Guaranteed service.
Faulty or Damaged Items
In the unlikely event that your item is faulty or is damaged during transit, please contact us within 7 days (maximum) of receipt. We will ask you to send the item back to us within another 7 days (maximum). We will ask you to use the original packaging to prevent any further damage and we will ask you to send it back to us by a trackable method (i.e. Royal Mail recorded delivery). Upon receipt of the return we will happily provide you with either a replacement or a full refund. We will also refund, in full, the cost of posting the item back to us.
All Other Returns
You are entitled to a 7 day cooling-off period under the Distance Selling Regulations. This means that, if you decide you do not want your items for any reason (other than faulty or damaged goods), you must tell us, in writing, within 7 days (maximum) of receiving your item that you do not want it. You will be asked to return the item to us within another 7 days (maximum) and in the same condition you received it in.
You are asked to return items to us by a postal service which includes sufficient insurance to cover loss or damage and we recommend that you use a tracking method such as recorded delivery. Please remember that items may be fragile so make sure that they are re-packed in the original packaging material (where possible) to prevent damage in transit. Failure to adhere to this condition may result in transit damage and this will result in a partial refund.
Refunds will be made via Sage Pay upon receiving the returned goods.
The cost of returning the items to us is the responsibility of the customer and this will NOT be refunded.
Millwood Products 1st May 2013