WHAT IS YOUR DELIVERY POLICY?
UPDATED FOR COVID-24 March 2021
Due to the recent COVID-19 outbreak our online orders may take slightly longer than usual to process. If the item is in stock, we will post out as soon as we can. Your order will be sent out as soon as possible via Royal Mail 48 or Yodel Direct.
We aim to process all orders as quickly as we can.
Standard Delivery is FREE. Our orders are usually dispatched within 5 working days via Royal Mail 48 Tracked. Once shipped we will send you out a tracking number on most orders. A signature is not required. Please allow 7 working days for delivery. Please also note that some items may be shipped separately as some of our items are made to order. If you have not received your order within 7 business days, please contact us using the contact form or by emailing us at firstname.lastname@example.org
Hot off the press….we are now delivering across the whole of Europe. Turtles get about you know! Depending on which European zone you are based in will determine the shipping rate payable.
Zone 1 – £12.00
Zone 2 – up to 2kg – £12.00, over 2kg – £20.00
Zone 3 – up to 1kg – £12.50, up to 2kg £15.00, anything over 2kg will be £2.50 per every 250g over.
We would point out that you may be charged tax, customs or other fees by your own government. These fees will be payable to the courier on delivery of your parcel so please check for any potential import tax or charges payable to your government so you don’t get a shock when the item arrives.
International delivery prices may change at any time so please check you are happy with the current price at checkout.
Delivery to the USA is up to 1kg – £22.00, 2kg-3kg £27.00. Deliveries outside of the UK may be subject to import taxes and/or customs duties. Please note that the customer is responsible for paying any duties, customs, taxes or charges which may be levied by your government once your product arrives at its destination country. If the item does not get to you as a result of your failure to make payment of any customs, duties or taxes and the item is returned, we will refund you less the cost of shipping and any charges incurred by us. Please allow 12 working days for delivery.
THERE IS CURRENTLY NO SHIPPING AVAILABLE TO THE REST OF THE WORLD. HOWEVER, WE ARE WORKING ON THIS TO BRING OUR PRODUCTS ACROSS THE GLOBE.
WHAT IS YOUR RETURNS POLICY?
RETURNS & EXCHANGES (Online orders only)
Hopefully you will love all of our items, however, if there is something is wrong, don’t worry, you can return or exchange it using the processes laid out below.
Please initially contact us within the first 7 days of receiving your order confirming the reason for the return We will then respond asking for further details or letting you know where to send the item/s to. You must send your unwanted items back within 7 working days of receiving confirmation from us. Unfortunately, we cannot accept responsibility for any lost items. We therefore strongly recommend that you return items using a tracked service.
Once we’ve received the returned items your order will be refunded to your original method of payment within 5-10 working days.
If you wish to exchange an item for a different size, please contact us directly using either the contact form or email us at email@example.com. We will then provide instructions on what to do next.
Once we have received your return, we will endeavour to send the alternative item to you. Unfortunately we are unable to reserve stock for exchanges. If the requested alternative item is not in stock, we will let you know proceed to process a refund.
Please note, we do not exchange items for alternative styles.
If you wish to return your item from a country outside the UK, you will be liable for shipping fees and any customs, duties. We will refund/exchange items and will post out any exchanges subject to the payment of the relevant shipping fees.
WHAT ABOUT FAULTY GOODS?
Whilst our primary concern is delivering to you goods of the highest quality, unfortunately, sometimes mistakes do happen.
If you find that your order is faulty or damaged in any way, we ask that you send an image of the issue along with your order number to firstname.lastname@example.org to us as quickly as possible. Once we have the images, we will arrange for replacement item(s) to be sent to you as soon as possible.
For more information, please see our terms and conditions page at www.thedarkturtle.com/terms-conditions/