Shipping & Returns
We aim to ship orders the next working day. However at busy periods we may require 2 days from placing an order to getting it shipped .Our website also has the facility to calculate shipping costs without having to log in or open an account. So at a glance you can see how much it will cost to send your order and the services we use. Just add an item to your basket and then use the “SHIPPING CALCULATOR” on the left of your screen. If your order is urgent please phone SUBBUTEOWORLD to discuss your shipping options and delivery times. Our cut off time for posting orders the same day is 12 noon. Orders received after this time will be posted the next working day. Subbuteoworld only post parcels Monday to Friday, we do not post at weekends. At very busy times like Christmas there maybe an extra 24hr delay in processing and then shipping orders.
We feel it is important that your order arrives with you in the same A1 condition that it leaves Subbuteoworld, therefore all orders are sent boxed and very securely packaged.
RETURNS AND LOST OR DAMAGED PARCELS
Products should arrive in perfect condition. If there is a problem with your order you must email Subbuteoworld within 7 days of receiving your order and we will endevour to correct any problems. We can not correct any possible errors after the 7 day period. Please make sure you check your order as soon as it arrives. Please note: please do not send goods back in an envelope or in a jiffy bag as products can easily get damaged when posted and we can not give refunds if items are not sent back in the same condition they were sent out. Also we do not refund postage on returned goods, unless the mistake is ours in which case we will refund the cost of standard 2nd class post only.
Please note: If an order (or part order) is returned where free shipping was included in the cost of the items you will be refunded the cost of the item or items returned but minus the shipping costs we have incurred for that original order. Free shipping only applies if items are not returned.
If your order is lost or delayed in transit and no insurance was taken out by the customer when the order was placed then SUBBUTEOWORLD can not accept responsibilty for lost parcels. Also with uninsured parcels we have no way to track or trace a missing or delayed parcel. Please help us so we can help you by insuring your parcel. We have proof of posting and tracking details for ROYAL MAIL 24 HR & 48 HR TRACKED, ROYAL MAIL SPECIAL DELIVERY, DPD and INTERNATIONAL SIGNED FOR parcels. All other parcels including ECONOMY, STANDARD 1ST CLASS and STANDARD AIRMAIL do not have any proof of posting or a tracking number.
However if an order is lost in transit and insurance was taken out by the customer then SUBBUTEOWORLD will proceed to make a claim with Royal Mail. Once the claim has been successful SUBBUTEOWORLD will then either replace the lost items or make a refund. Therefore we strongly advise that insurance is taken out with all orders for your piece of mind. Please note: You have up to 30 days from when the parcel was posted to make a claim with Subbuteoworld. We can not accept any liability or returned parcels after the 30 day period.
If an order is damaged in transit then it is the responsibilty of the customer to make a claim with Royal Mail. This is because Royal Mail may require evidence of the damaged caused.
ROYAL MAIL POLICY FOR MISSING PARCELS
Royal Mail will not consider a parcel lost until 3 weeks from the date it was posted. Only after this time will they accept any claim for a lost parcel. Once a claim is made it usually takes around 3 weeks to sort out a claim for parcels missing with the UK and around 3 months for parcels missing overseas. We have to follow the guidelines set down by Royal Mail. However it is very rare that parcels go missing, SUBBUTEOWORLD send out 100's of orders every week and we may have 1 or 2 orders per year that go missing and never turn up, it is very rare.
The UK has now left the European Union. This means that parcels sent to Europe are subject to import duty. This is set down by European law and is nothing to do with Subbuteoworld. If a parcel is sent to Europe the customer is liable for any duty that has to be paid. It is not the responsibility of Subbuteoworld to pay any duty on parcels we send to Europe & the rest of the world. Once your order arrives in your country if there is duty to be paid you will receive an email with a link to you countries customs website giving you instructions on how and what you have to pay. Once the duty has been paid the parcel will be released and sent onto you. If the duty is not paid the parcel will be returned to Subbuteoworld. If a parcel is returned to us the customer is liable for all the original postage costs and any returned postage costs that we are invoiced for. By placing an order with Subbuteoworld you understand and accept these conditions.