LAST POSTING DATES FOR CHRISTMAS DELIVERY:
UK Standard Delivery – 2pm Wed 18 December 2019
UK Express Delivery – 2pm Fri 20 December 2019
International - Europe – Tues 10 December 2019
International – ROW – Fri 6 December 2019
We have some great delivery options for you to choose from but regretfully we have to inform you we no longer deliver on horseback or via carrier pigeon.
UK STANDARD DELIVERY (£2.99/ Free over £25)
Deliveries will typically be made within 2-3 working days after you place your order. Unfortunately, we cannot deliver on a bank holiday (Boo!). In this instance please expect to receive your delivery on the next working day. The cost of UK Standard Delivery is £2.99 or FREE on orders over £25.
- Orders will be delivered via Royal Mail 48 Tracked or Amazon Logistics Courier Network.
- They are sent out via the most suitable carrier depending on size and weight.
- If you order more than one item, goods may be shipped from different warehouses. This could mean they arrive in separate parcels, and on different days depending on each warehouses processing time.
- We know you’re excited to receive your order and so we’ve included a tracking number.
- Your order can be delivered anytime between 7am and 7pm, a signature may be required on receipt.
- Not at home when it comes? Don’t worry! The carrier will leave a calling card advising how you can collect it or arrange redelivery.
UK EXPRESS DELIVERY (£4.99)
Deliveries will be made within 1-2 working days after you place your order. Again, we cannot deliver on a bank holiday. I know it sucks, but in this instance please expect to receive your delivery on the next working day. The cost of UK Express Delivery is £4.99.
- Your order is likely to arrive much faster if the address details are correct. It sounds simple but we know it is easy to make this mistake which could delay your order!
- We'll keep you in the loop on the status of your order with confirmation and tracking emails.
- You’ll be sent tracking details once your order reaches the carrier.
- Your order can be delivered anytime between 7am and 7pm, a signature may be required on receipt.
- If you are not around to accept your parcel, the carrier may leave it with a neighbour. A calling card will be posted through your door to let you know this has been done. If the parcel cannot be left with a neighbour, the carrier will take it back to the local depot, and leave you a card advising how you can collect it.
Sorry guys, Express Delivery is not available to the following postcodes: AB31, AB33 - 38, AB44, AB45, AB51-56, BT, GY, HS, IM, IV, JE, KA27-28, KW1-17, PA20-78, PH19-50, TR21-25, ZE. Changes in non-eligible postcodes may not be immediately reflected in this list. That’ll teach you to live in the sticks!
INTERNATIONAL – EUROPE (£9.99)
Deliveries will be made within 2-7 working days from order depending on your location. The cost of delivery within Europe is £9.99.
- Your order can be delivered anytime between 7am and 7pm, a signature may be required on receipt.
- They are sent out via the most suitable carrier depending on size and weight.
- Sorry guys, we do not currently offer an Express Delivery option on European deliveries.
- Once your parcel has arrived in your country it will be passed on to an internal postal service.
- If you are not available when your parcel is delivered, the delivery driver will leave a calling card with instructions on how to pick it up.
INTERNATIONAL - REST OF THE WORLD (£19.99)
Deliveries will typically be made within 5-10 working days from order depending on your location. The cost of overseas delivery is £19.99.
- Your order can be delivered anytime between 7am and 7pm, a signature may be required on receipt.
- They are sent out via the most suitable carrier depending on size and weight.
- Unfortunately, we do not currently offer an Express Delivery option on worldwide deliveries.
- Once your parcel has arrived in your country it will be passed on to an internal postal service.
- If you are not available when your parcel is delivered, the delivery driver will leave a calling card with instructions on how to pick it up.
- Please be aware that your parcel can be delayed by customs. We have no control over this, and cannot supply any details why or for how long your parcel will take to pass through this process.
DO YOU DELIVER TO BFPO?
Yes, we can ship to BFPO addresses using our standard delivery option. (Stay safe guys!)
All BFPO addresses must be registered as UK, rather than the country where you are posted. Royal Mail will then deliver the parcel to the British Forces Post Office in London. It then becomes the responsibility of the British Forces to deliver your parcel to the correct location.
Christmas Returns Policy
We are happy to accept the return of Christmas gifts for exchange or refund up to and including Friday 10 January 2020. The rest of our returns policy remains the same. Full details of our returns policy are available below.
Doesn’t fit? Not quite right? We know, no one likes returning things, it’s a dull process and so we’ve put together a quick guide to try and make this as seamless as possible. Please note it is very important that when you return an item we know who the return relates to. Make sure you enclose the dispatch note or your name, order number, address and contact details. Without this information it will delay your refund as we’ll have to hire a private detective to try and figure out who it’s from!
- Items must be returned within 30 days of receipt for a full refund (excluding any original delivery charge).
- The cost of the return is at the customer's expense.
- Items must be received in original condition. (unworn, unsoiled and unwashed.)
- All product tags HAVE to be attached, and returned in the original packaging.
- If returning footwear, backpacks or bags, the outer packaging layer is part of the product. Therefore, any damage may result in the return being refused!
- Shoes must be tried on indoors for obvious reasons.
- Please note that in the interests of hygiene we do not accept returns on underwear. You get where we are coming from here I know!
Just because the item wasn’t quite right for you, we are sure another customer will love it. So please think of them when returning your item. Thanks guys!
All goods are your responsibility until they reach our Warehouse. They will be inspected on return, and any items in an unsuitable condition will unfortunately have to be sent back. For your protection, we recommend you use a postal service that insures you for the value of the goods you are returning.
Receiving Faulty Items:
Oh no! We’re sorry to hear this as we know how frustrating this can be. The member of staff responsible will be suitably booed and heckled! If you have received a faulty item or you’re unhappy with the quality please send our Customer Care Team an email with an image of the item as an attachment. They can resolve the problem as quickly as possible. Their email address is:
Our Returns Process:
Have you sent something back to us and wondering whether we’ve got it? Don’t worry, you'll receive an email to notify you as soon your refund has been processed. Please remember your item will need to travel through the postage system which may well take a few days and then once received we aim to check your item and process your refund within 14 working days of receipt. Hang tight, it takes us 14 days to process your return after we receive the item from our chirpy postman. If we can, we’ll get it processed even faster (Woop!) but the large volumes we now deal with mean we need 14 days from receipt of your returned parcel to get it sorted.
If you haven't received an email within 21 days of returning your items, please contact our Customer Care Team . Make sure you let us know your original order number, which items you have returned and any delivery reference numbers to help us assist you faster.
Any refund will automatically be credited to the card, PayPal account or other payment method used to make the original payment. Processing times here differ depending on the method of payment but 48 hours is usually the norm.
Please note the following:
- All return postage charges are the Customer's liability.
- We will refund postage/ shipping costs if there is a fault with the product. However, we cannot accept responsibility for return or re-shipping costs incurred when returning non-faulty items.
Any return not complying with these terms will be rejected I’m afraid. However, this does not affect your statutory rights as a consumer.
Our Returns Address is:
UKK – Kool Returns
James and James Fulfilment Ltd., C/O UK Kolours
Liliput Road,
Brackmills,
Northampton,
NN4 7DT
