Delivery and Returns

DELIVERY COSTS

 Destination Spend up to £12 Spend £12 - £25 Spend over £25
UK Mainland £3.50 £7.00 Free
UK Islands and Highlands £3.50 £12.00 £12.00
Europe £4.50 £12.00 £12.00
Rest of the World £6.00 £20.00 £30.00

 

SERVICES

All UK orders will be despatched by either Royal Mail or Parcelforce depending on the size of the order. Overseas orders will be despatched by Royal Mail or DHL.

HANDLING TIME PRIOR TO DESPATCH

Our orders are usually despatched within 24 working hours of placing your order; our despatch team operate Monday – Friday. Please be advised that although we do strive to despatch all orders within 24 hours, this isn’t always possible during busy periods or due to occasional stock limitations. If your order is likely to be delayed due to stock availability, we will contact you as soon as possible to discuss.

Print on demand items (collector prints and mugs) and made to order frames do take longer to process, these are usually despatched within 2 working days of placing your order. The delivery time you need to allow for you order will then depend on the delivery service applied to your order.

OUR DELIVERY SERVICES

Royal Mail / Airmail - All of our Royal Mail services are untracked. Most orders will arrive within the allotted timeframe but this may take a little longer if you live in a more remote location or at times of increased volume such as Christmas.

Parcelforce 24 - This is a fully tracked service. You will receive an email from Parcelforce with your tracking number, track your order here or download the My Parcel Live app here for iOS devices or here for Android devices.

DHL Express - This is usually a full tracked service, but delivery times will vary depending on your location and can take longer for some more remote locations. If you require tracking information please contact customer services.

NON-DELIVERY

If your order has not been received within the expected time-frame, we will be happy to investigate the problem. There can be a number of reasons why this may be the case, how we respond and solve the issue depends on what has happened. The reasons and outcomes are itemised below:

INCORRECT ADDRESS

If the wrong address has been entered by the customer, the order will most likely be returned to our warehouse. If this is the case we can arrange for re-delivery but there will be second delivery charge payable by the customer. If however the customer contacts us to correct the address prior to despatch (normally within 24 hours) then we will endeavour to update your order free of charge. If the order goes missing due to incorrect address then a new order will need to be placed.

NOBODY AT ADDRESS TO TAKE DELIVERY

If you are unavailable to sign for your Parcelforce they will usually attempt a second delivery on the next available weekday. If you are not available at the time of the second attempted delivery a calling card will be left detailing where you can collect your order from. Any undelivered Royal Mail items will most likely be sent to your local Post Office collection facility, if this is the case the customer will most likely have received a Royal Mail calling card (although this is not necessarily always the case so you should always check with your post office before reporting an order as missing).

For international deliveries, this will largely depend on the local service. With tracked deliveries, we can determine if a delivery has been attempted, in which case we can advise quickly on the next steps. With Royal Mail untracked deliveries, we need to wait for 10 working days to pass from the date of despatch before we can consider an order undelivered. If an order is returned to us due to non-delivery then we can re-send the order but there will be a second delivery charge payable to the customer.

ORDER MISSING

If an order simply goes missing, we will first investigate and then offer to re-send the order free of charge if there is no other explanation. Royal Mail delivery estimates are not guaranteed delivery dates. Orders will only be considered missing if 10 working days have passed without delivery since the despatch of the order.

ITEM NOT DESPATCHED

If the order has not been despatched from the GB Mugs warehouse, firstly we will investigate the matter. If this is due to an item being out of stock, we will offer the opportunity for the customer to either take an alternative item, wait for the item to come into stock, or alternatively take a refund. If the item has not been despatched due to an internal error, we will despatch the order immediately on an upgraded delivery service.

UNWANTED ITEMS

If you are unhappy with your order for any reason we are always happy to issue a refund if the items are returned to us undamaged and in a resalable condition within two weeks.

Please notify our team by email; enquiries@gbmugs.com including your order details and the reason for return.

Please always include the dispatch note in your return to us so this can be traced back to your order. Good returned without prior notice by email will not be accepted. 

*Please note that unwanted items are returned at the expense of the customer.

DAMAGED GOODS

At GB Mugs we take every care to ensure that your order arrives in pristine condition. However due to the delicate nature of certain products in some rare circumstances items can arrive damaged.

Our aim is to ensure complete satisfaction with your order and to allow us to offer a quicker response time to our customers we operate a photo returns policy for any goods received in damaged condition.

Please follow these steps if you have received damaged items.

  • 1. Email enquiries@gbmugs.com with your order reference number in the subject field.
  • 2. Describe in as much detail as possible the damage to your product and attached photographic evidence detailing the damage to the product.
  • 3. We will contact you within 24 working hours to process a replacement.

T&C

  • Damages must be reported within 7 days of receipt of goods.
  • GB eye Ltd reserves the right to request the return of the product without notice before issuing a refund or replacement.
  • In the event of an identical replacement not being available customers will be offered the choice of an item at equal value.