Delivery and Returns
The exact cost will always be confirmed in your basket at checkout, and if you are happy to proceed you can then continue to payment and complete your order without any surprises or hidden charges.
Orders placed and accepted before 1pm Monday to Friday will be processed the same day. After 1pm orders will be processed the following working day, not including Saturdays, Sundays and Bank/Public holiday dates.
The above timescales are not guaranteed, and are given as a guide only.
NEXT DAY DELIVERY
If you're in a hurry, you can choose to upgrade to our priority next working day delivery if ordered before 1pm - simply choose the 'UK NEXT DAY' shipping option during checkout for £16.95 on orders under £50.00 or £9.95 on orders over £50.00. Please note that next day delivery is not always available depending on the nature of your order. If time is of the essence please contact our sales team for assistance.
Next day upgrade is not available to Highlands, Islands, N. Ireland, Ireland or Europe.
CHOOSE YOUR OWN DELIVERY DATE, INCLUDING WEEKENDS
With prices starting from only £14.95 you can now pick a date for your order to be delivered on, and this service includes Saturdays and Sundays as well as Monday to Friday. Dates can be booked up to 30 days in advance.
Choose your own date is not available to Highlands, Islands, N. Ireland, Ireland or Europe.
We are now shipping to Europe, with prices starting from just £13.95 for a 3 day service. If you wish to order goods for delivery anywhere else in the world, please contact us at firstname.lastname@example.org and we'll be happy to discuss.
We send orders out in our own vehicles or via a range of third party parcel/courier companies, at our discretion. Please note we are unable to despatch to a PO Box address.
TRACKING YOUR DELIVERY
Our main carriers offer a range of tracking options, including email and text alerts, and 1-hour windows. To take advantage of text alerts (where applicable carrier is used) please include your mobile telephone number on your order. If this is not your main contact number, you can always add your mobile number in the comments box during checkout.
RECEIVING YOUR DELIVERY
You must inform us within 7 days of order acceptance if the goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence.
Unless you have instructed us to leave your goods if you are out, no delivery will be made without a signature. Instead the carrier will put a card through your door to advise that a delivery attempt has been made. It is your responsibility to then contact the courier to arrange a mutually convenient time for re-delivery. Please read the card carefully, as the courier will return the goods to us if you fail to contact them within a certain number of days from the date marked on the card. Should you still require the goods we reserve the right to charge you a further delivery charge.
You can request that goods are left at your address if there is nobody to sign for them, however you must be aware that this is done entirely at your own risk. We cannot be responsible for goods left without a signature if you have requested us to do so. You can advise us if you wish us to leave your goods in a designated place at your address (including any other special instructions) at the checkout when completing your online purchase.
We take every care to ensure your goods are packaged securely but we do not take any responsibility for any damage or loss caused by weather or other factors if you request for your goods to be left without a signature. We recommend that you consider your chosen leaving place with extra care, bearing in mind the size and nature of your items.
You agree that proof of delivery supplied by our company is sufficient to establish goods have been received.
Items which are sold out will in most cases become displayed in the online shop as 'Out of Stock' and you will be unable to add them to your basket. However on rare occasions (for reasons of multiple orders being placed online simultaneously, or our own stock control error) we may be temporarily unable to supply an out of stock product. If this happens we will contact you to advise when the item will be available and you will always be given the option to cancel if you would rather not wait.
We reserve the right to decline supply of very large or bulky products to certain postcode areas if the shipping costs are excessive. This will depend on the nature of the order as a whole, and the delivery address. If your order is affected, we will contact you to discuss. You may wish to cancel all or part of your order, or continue with delivery by paying an additional cost.
Refund and Returns Policy
SECTION 1 - GENERAL RETURNS
SECTION 2 - FAULTY/DAMAGED GOODS RETURNS
SECTION 3 - NON-RETURNABLE GOODS
Your right to return goods applies only to our stock items. We regret we are unable to accept returns for custom made or bespoke products that we have produced specifically for you to your instructions except where we are at fault for any errors or omissions. In these circumstances we reserve the right to provide a suitable replacement or remake the goods to your satisfaction.
We are also unable to accept returns on any items described as 'Suitable for Food Use' or 'Food Grade', where the outer packaging has been opened/is not intact.
SECTION 4 - HOW TO SEND A RETURN
Address for Returns
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Remember you will be responsible for paying for your own shipping costs for returning your item. If you receive a refund, the cost of original shipping will be deducted from your refund. Shipping costs are non-refundable unless the items returned are deemed by us to have been supplied to you in a damaged /faulty condition. We advise that you use a method of shipping which provides you with proof of delivery, as we cannot be held liable for any returns you send to us which do not arrive.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
SECTION 5 - REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed via the original method of payment, within 14 days. Please be aware that there may be an additional number of days after this time for clearance of funds at your own bank or for PayPal eCheques.
SECTION 6 - SALE ITEMS
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
SECTION 7 - EXCHANGES
We only replace items if they are faulty or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: Pro Packaging Returns, Sence Retail Limited, Unit 4 Wanlip Road, Syston, Leicestershire, LE7 1PD.