DELIVERY DELAY INFORMATION
Our brilliant delivery partners are working around the clock to ensure your parcels arrive in good time whilst also adhering to strict social distancing measures.
The health and safety of our employees, customers and communities is our priority. We’re continuing to operate with enhanced safety measures and are working hard to make your shopping experience as smooth as possible.
Please see below for further information based on the delivery options available.
DPD Next Day
DPD is currently running with no timing issues.
Standard delivery and 48 hour delivery
Due to Coronavirus, our other delivery partners are experiencing delays caused by staff absences. This is affecting some regions in the UK more than others so delivery times may be longer.
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
Standard Delivery – non tracked
The majority of deliveries are arriving within the 5-7 working days time frame, however, please be aware that due to COVID some areas of the UK are experiencing longer delays of up to 15 working days for orders to arrive. Our standard delivery service is not tracked and not guaranteed within a timeframe.
48 Hour Tracked Service
This is a tracked service and deliveries are expected to arrive within the 48-working hour timeframe – however due to the ongoing issues with COVID, delays may be expected.
DPD Next Working Day Service
Our next working day service is currently running with no timing issues.If you've ordered next working day UK delivery your package should arrive:
- Tomorrow if you ordered before 2pm Monday to Thursday
- Tomorrow or the next working day if you ordered after 2pm Monday to Thursday
- By Tuesday if you ordered at the weekend or after 2pm on a Friday.
We use a DPD courier service and this is fully tracked.
Please note: these timings only apply to UK delivery. If you've ordered from outside the UK your delivery may take a little longer.
We've temporarily paused orders to destinations outside of the UK. We are working to re-enable the service as quickly as we can. We apologise for the inconvenience caused and look forward to welcoming you back online soon.
How do I qualify for free delivery?
If your order amount is over £35 and the shipping address is in the UK, we’ll deliver your items free.
Do you accept returns?
Yes, we are happy to accept returns. Provided the product packaging is unopened and we receive the item(s) within 60 days of delivery, we will process a refund for your order. You will receive a confirmation of this via email. Funds will be restored to your account within 14 days of receiving your returned item(s).
Note: For hygiene reasons we cannot accept returns of the following items: deodorant, soaps, shampoo bars, toothpaste, toothbrushes, sunscreen, lip-balm, mouthwash and body lotions.
Where do I send my returns to?
Please send you returns to:Thaw Logistics Ltd,
Unit 9 Hunslet Trading Estate
Please ask the Post Office for your proof of posting certificate (receipt) and retain it for your reference.
How long will my refund take?
Refunds for posted returns can take up to 14 days to be processed from the date of return.
I have lost my Proof of Postage, can I still get a refund?
Without Proof of Postage we cannot refund any money if we do not receive the returned items. The Proof of Postage will be stamped by the Post Office and supply a tracking number to prove the item(s) have been returned.
Are there any items I can’t return?
For hygiene reasons we cannot accept returns of the following items: deodorant, soaps, shampoo bars, toothpaste, toothbrushes, sunscreen, lip-balm, mouthwash and body lotions.
Your statutory rights are not affected by our returns policy.
If you have a question about delivery, returns or anything else, drop us a line at firstname.lastname@example.org. We’d love to hear from you.