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1. WHO DO WE DELIVER TO

We currently only ship in the UK. All customers must be able to provide a valid shipping address and resident to where the parcel is to be sent to. A full breakdown of the shipping details, which include the full total amount, will be given to you at the checkout before the order is confirmed. Customers hold the right to leave the order stage at this time before the order goes through. At present our delivery charges are determined on the weight of the entire parcel (not per item) and start from just £2.95.

Please be advised that under no circumstance would a customer have to pay an additional fee for postage upon collection of a parcel from a courier if this method is used.

It is the customer’s responsibility to ensure that all of the order details are correct which include the correct sizes, colours and styles. This information cannot be amended or changed once confirmed. It is also the customer’s responsibility to ensure that the complete shipping address is correct which includes the house number, street name and postcode. We do not hold liability for parcels delivered to addresses incorrectly stated on the order. A collection from the wrong address stated on the order must be arranged by the customer as we are no longer in possession of the parcel. We would have only followed the instruction initially requested on the order.

We suggest that you write a safe place option or a specific delivery request as a signature may not always be required for delivery of the parcel. If there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location. A card may be left to advise you of this, or to confirm that the parcel has been returned to the local depot. You can then contact them to arrange collection or to schedule a new delivery date providing that the service is applicable.

Dependent of your method of payment, you can have your parcel shipped to an alternative address. You must ensure that the full address details are included, such as the company organisation or name. You can use any available address line to provide additional details such as company name or other specific address information. If a major credit or debit card is used on our website, the billing address must always be the same address to where the card is registered otherwise this may prevent an order from going through successfully. When using PayPal the billing address must be registered, verified and confirmed by PayPal on the account and the shipping address must be in the same country of billing registration.

 

2. DELIVERY TIME

We are unable to give an exact date or time for the delivery as the parcel will be delivered within approximately 1-3 days (unless stated otherwise) from the dispatch date. No orders are delivered on UK bank holidays. You must allow at least 48 hours for pick and pack before dispatch.  All dates for delivery which include other courier services i.e. DHL, DPD, PARCELFORCE should be calculated from the date of dispatch and not from the date of order. Certain couriers provide hour time slots on the morning of dispatch to inform customers of the time for delivery. From our current couriers it is only Royal Mail who conduct Saturday deliveries between 9am-3pm. All other orders are delivered between Monday and Friday between 9am- 5pm (7pm for certain couriers).

Please also be advised that Royal Mail Special Delivery service is available but only for UK parcels less than 10kg and placed on a working day before 5pm. Orders made after this time will be despatched on the next available working day and delivered on the second working day. When you get to the checkout of your order, you will be given your order delivery information including the service used, prices and courier. If there is no special delivery option given at the checkout this means that your parcel is not eligible for this service. Please also note that the delivery date stated at the checkout for guaranteed next day delivery parcels may not always be updated on time if there is an upcoming bank holiday.  For confirmation of these dates kindly refer to the following link; https://www.gov.uk/bank-holidays

Additional information sent from the couriers such as text messages and emails are not a guarantee of the exact delivery times. This can sometimes be sent in error and is not an exact representation of the timescale. Always confirm with the sender (hello@toffr.co.uk) for the exact dispatch information should you have any questions. We are not liable for delays calculated based on provided delivery estimates of the courier company in charge or other third parties.

 

3. RETURNS

Items may be returned for a full refund or exchange within 14 days from the date an order was received. There is a maximum of 30 days from the date the parcel was received for customers to identify any faulty items and contact us.

 

4. CHRISTMAS RETURNS POLICY

Our returns policy over Christmas for a full refund or exchange on orders placed on or after 1st December 2017 still in their original packaging, with tags/labels and unworn will have up to 15th January 2018 to return items. All items whether they do not suit your requirements or are damaged must be identified within this time.

Customers are required to send items back to us at their own cost via any courier if they do not suit their requirements and this will also include items that do not fit, not suitable, wrong item selected, incorrect sizing, not same as on the website.

Parcels must be sent back via post only- we do not accept returns in person to our distribution centre. All parcels returned in person not via the postal service can be rejected/returned to sender/not processed. We do not have any retail stores/outlets to purchase or return items to. All items returned must be in their original packaging and have labels/tags intact -except for items where packaging or labels were not provided by TOFFR Limited

If an exchange is requested we will send the exchange item free of charge. All items returned for exchange will be processed accordingly by our team. If the exchange item requested is no longer available at the time of processing and no alternatives are provided, an automated refund will be applied.

Refunds made for returned/damaged/missing items can include the part of the original postage and packaging (“P&P”). If you return every item from your order within the set time you will be refunded your full P&P placed from the original order. If only some of the items are returned, then part of your P&P will be refunded. If an exchange item is returned for a refund you will not be refunded any of your original postage but just the £5 for the item- refunds can be rejected at this time and we have the right to issue an exchange.

We strongly advise that customers inspect their order upon receipt of the parcel for any manufacturers defects that could have possible been missed throughout the checking process. We have a dedicated control team, however, in some circumstances these errors can sometimes be missed, so it is highly advisable to apply checks before using a purchased item.

Pre-paid return labels are sent by post to customers only if they receive a wrong, damaged or manufacturer’s faulty item. Customers are required to send items back to us at their own cost via any courier if they do not suit their requirements. This will also include items that do not fit, not suitable, wrong item selected, incorrect sizing, not same as on the website.

Customers must keep safe a valid postage receipt including parcel weight for all return parcel enquiries. A valid postage receipt including tracking number must be provided in case of any parcels lost in transit. Any non-delivery cases will not be valid without this receipt which includes with us Royal Mail or any other courier service used. It is the responsibility of the sender to open a claim for any parcels lost in transit with the courier.

You may use the original packaging if you still have it. If not, please pack your items securely in any packaging material suitable. Parcel can be rejected if parcels are returned damaged due to unsecure packaging.

Full valid details along with refund/exchange instructions must be included within each returning package to be processed correctly. For example, you must include a cover note stating your full name on your account, order number returned, the items from the given order that are being returned and your address for any exchanges to be sent. Alternatively, you can make a copy of your packing slip and highlight which items from this order you are returning and your request for a refund or exchange. Parcels can be held or rejected by the returns department and not processed if the received parcel cannot be identified by the details provided within the package. All returning requests for a refund/exchange will be processed upon the receipt of your returning parcel/packet from which our processing times of returning parcels are between 3- 5 working days.

All items sent back to us via post must be within the 14 days policy and can be sent to:

TOFFR Limited, Plymouth Copse, Caerwys Road, Babell, Flintshire, North Wales, CH8 8PZ

 

5. UNDELIVERED PARCELS

Providing that the recipient’s order has been registered as delivered by the courier company and providing that the customer has provided the correct delivery address, if an order is not received by the customer within the first seven days from the delivery date stated by the couriers, we can raise an investigation in our aim to recover the parcel. Please be advised it is a compulsory condition to report non-delivery cases within 10 calendar days from the delivery date stated by the courier company to initiate a claim with the courier company. Under no circumstance can we declare a parcel as lost until a full investigation with the warehouse/courier company/returns department has taken place.