Delayed Orders Within the UK
If you selected first or second class post, your package is not trackable and does not have a specific or guaranteed delivery date. On occasion, we have had goods show up as long as 4 weeks after we sent them in good faith by 1st class mail, and for some years, our record was 7 weeks. However in November 2014 this record was broken when a customer phoned us to say that a missing order had been delivered 6 months later!
Bearing this in mind, 2nd class orders will not be re-sent sooner than 15 working days, and missing 1st class orders will not be sent sooner than 10 working days from the shipping date. If there have been any bank holidays or postal strikes during this period, this will also be taken into account. This is why we strongly recommend selecting Guaranteed Delivery if your order must arrive by any particular date.
If missing goods have to be re-sent we ask that you have the integrity to let us know if it shows up later. You can then either arrange payment if you want to keep them, or arrange to send the goods back to us (we will of course refund your shipping costs in this situation). Replaced goods will have 'replacement' written on the package so you are aware that this is not the original lost item that has arrived late.
Delayed Orders Outside the UK where Air Mail Non Trackable has been selected
If you selected "air mail non trackable - no refund in event of loss" as your shipping method unfortunately this means what it says. Usually the goods DO show up, but once the order has been sent there is no point in contacting us for tracking information because as we explained when the option was selected, it's not insured or trackable, and we do not issue refunds in the event of loss. This is why we make every customer who selects this option digitally sign an agreement prior to the completion of their order accepting that there would be no refund if the goods did not arrive and accepting that there is no tracking.
Delayed Orders Outside the UK where a Signed for service has been selected
If you select this shipping method, someone has to be available to sign for the goods, though sometimes the shippers leave the goods with a neighbour who signs for it. If nobody is in, they should leave a note, though they sometimes customers claim they never got one. Either way, if you have not received your goods after about two weeks, feel free to contact us. If the delivery agents report back to us that they attempted delivery but you were not in, we may need you to contact them to arrange re-delivery. Where goods have been sent by regular signed-for air mail, we will not replace goods for 28 days from the date of shipment, as they are not considered lost by Royal Mail unless 28 days have elapsed. Where courier has been selected, we don't have a precise replacement policy, as in our experience the couriers never lose packages and always deliver quickly - that's why you pay more for the service.
Any claims for non delivered items must be made within 4 weeks of dispatch (UK) and 8 weeks (non UK).
It is the customers responsibility to enter / select the correct full address when they place an order. If a customer gives us the wrong or incomplete address for their shipment, such as an address they no longer live in, the wrong country, the wrong post code, or a place that does not even exist (yes, even this has happened on occasion), we will not refund the goods if they get lost. Also, if you change address and have not changed the shipping address on your account, we will not replace goods that have been lost, as this is a result of customer error rather than our error!
Shipping Goods Out Of The EU
If you are purchasing goods from outside of the EU, please note the following:-
How To Send Goods Back:
This is what you need to know if you want to return goods to us:
Temporary Returns Address (until February 23rd 2018)
The Finchley Clinic (returned items)
26 Wentworth Avenue
Returns Address from February 23rd 2018
The Finchley Clinic (returned items)
Turnpike Industrial Estate