Delivery Information
Order before 12:00pm for same day dispatch (Monday to Friday)
All of our stock is held in our UK warehouse in Manchester as it is packed in the UK. We ship directly from us to you. Our genuine items are not drop shipped so no waiting or fuss.
UK SHIPPING
We aim to dispatch your products within 1 working day. We post out using Royal Mail 2nd class post (RM48) or other courier depending on the size/quantity of the order. We hope your goods will be with you in 2 to 3 working days for the UK mainland. UK standard delivery is free. Express shipping via Royal Mail 1st Class post (RM24) has a flat rate charge of £3.99. Please note prices include VAT.
INTERNATIONAL SHIPPING
Yes we do post international orders on request. As a guide, postage to Europe is approximately £9 – £15. Postage to USA is approximately from £30 via UPS. Please contact us for a quote via our CONTACT US FORM.
International shipping takes around 3-10 working days depending on your local service and location. Your package will receive FREE double packaging to make it extra secure for its long journey.
Delivery outside the UK may be subject to local import duties, custom duties or taxes which are your responsibility where they apply. Unfortunately, we cannot advise you what these charges will be and e-pots is not responsible for them. If you do not pay these local import/custom duties or taxes then the product could be returned or possibly destroyed if too expensive to return. Please note, if this happens, we may not be able to refund your purchase. You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you are in breach of any law in any such country. If we are unable to meet the estimated delivery date because of an event outside our reasonable control we will email to you a revised estimated delivery date.
GENERAL DELIVERY INFORMATION
Delivery will be completed when we deliver the Products to the delivery address given in the order.
The Products will be your responsibility from the completion of delivery. You own the Products once we have received payment in full, including all applicable delivery charges. e-pots.co.uk delivers to destinations inside and outside the UK. However there are restrictions on some Products for certain countries for further information please visit http://www.parcelforce.com
RETURNS AND REFUNDS
Please take good reasonable care of the goods. We are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied, if the loss is the result of unnecessary handling of the goods by you. Please make it clear when you cancel that you are cancelling under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.
WHAT SHOULD I DO IF I RECEIVE AN INCORRECT ITEM?
We have high standards when it comes to packaging your order however mistakes do occur from time to time as we are human. Please accept our apologies if you have received an incorrect item.
As part of our customer objectives, we will do our utmost to resolve your query with speed, ease and with absolute minimal inconvenience. We will review each case individually when considering the return of the product. In some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
WHAT SHOULD I DO IF MY ITEM ARRIVES DAMAGED?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item. We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned. You can contact us by email to hello@e-pots.co.uk. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
HOW DO I REPORT A FAULT WITH MY PRODUCT?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
HOW DO I ARRANGE A RETURN?
Please contact our Customer Service team to arrange your return via hello@e-pots.co.uk. We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with the necessary information to arrange the return. Please package the item securely. You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item. Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
WILL YOU REFUND MY POSTAGE COST TO RETURN AN ITEM?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
– If we sent you the wrong item
– If the item is damaged or faulty
– Where you are returning a substitute item which you do not want to keep
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods. We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process.
RIGHT TO CANCEL
You have the right to cancel this contract within 14 days without giving reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. by emailing hello@e-pots.co.uk). Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
Effects of Cancellation –
If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
(a) 14 days after the day we receive back from you any goods supplied; or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.