ffSHIPPING FREQUENTLY ASKED QUESTIONS:

How much does postage cost?

• The best way to calculate postage to your country is to add the items you want to your shopping cart as if you were going to buy, then you will be told the total amount including shipping, before you have to enter any payment details. As a guide, one set of poi sent to the UK should cost just under £2

I want a set of poi shipped to UK, but postage seems very expensive?

• It is likely your account does not have a country selected and has defaulted to the first country on our alphabetical list (which is Afghanistan). Please log into your account and ensure UK is chosen

How long do goods take to ship to UK?

• We aim to dispatch your order the same day (if you order in the morning) or next day. All UK items are sent First Class Recorded Delivery so should arrive the day after you receive our automated 'item shipped' email. During summer months, your item may take longer to be processed, therefore taking longer to arrive. Once we have dispatched your items, it is then in the hands of the postal system

I live outside of the UK. How long will my order take to arrive?

• We send all European and International items by Priority International Signed For postage. For Europe, this should take 3 to 5 days and US around 3 to 9 days. Australia and Far East may take up to 14 days. We usually dispatch same day, so again, once it has left our office it is in the hands of the postal system

My items have not arrived. What can I do?

• Have you received an automated email from us stating your item has been shipped? If not, please contact us as there may have been a problem with your order and we have been unable to contact you
• If you are a UK resident and you received a 'shipped' email more than 5 days ago, there may have been a problem with obtaining signature at your shipping address. Please contact us and we will be able to trace your package via Royal Mail’s website and tell you its location. If your item has been delayed or lost by Royal Mail, unfortunately you will need to wait 30 days before we can re-send or refund your order. This is due to Royal Mail’s insurance Terms & Conditions
• All goods are sent via Royal Mail Recorded Delivery and require a signature on arrival. If this is not possible, your items will be held for one week only at your local post office depot. It is your responsibility to collect your package in time. If you do not, it will be returned to our office and you will need to pay additional postage costs for it to be resent. If you prefer a refund at this stage, you will be refunded the cost of the goods only
• If you are outside of the UK and you have not received your items within the stated times above ('I live outside of the UK. How long will my order take to arrive?'), but you have received your 'shipped' email, please contact us. We will be able to track your order and see if there has been a problem. There is a small possibility the item has been lost or delayed in the postal system - please note that we are unable to refund or resend your order until 30 days have passed due to the Terms & Conditions of Royal Mail’s insurance terms
• All items bought directly through our website are fully insured, so rest assured you will not lose out. Customers from outside the UK who purchase goods through eBay or other third-party sites are only insured and tracked if you have specifically requested this and paid the extra funds required. UK customers who purchase through eBay (or other third-party sites), in most cases, are insured. Please contact us if you would like to check

Can you guarantee next day delivery?

• Within the UK, this is usually possible, but you will need to email us first and we will call you back - the item will need to be shipped by Special Delivery which will cost more than Recorded Delivery, our default postage setting, so we will need to take your order over the phone

Can you guarantee a faster service internationally?

• We already use Priority Mail - the fastest postal system - so the only faster way is via DHL which is extremely expensive - probably three or four times the price of your poi - so not worthwhile! However, if you would like this service, please contact us by email and we will take a telephone order

RETURNS

No quibble money back guarantee

• We offer a 'no quibble' money back guarantee for items purchased directly through our website for seven days after date of purchase - providing the items are in a resalable condition
• This guarantee is suitable for anyone who bought an unwanted gift, or received the item and it wasn’t what they were expecting
• If you would like to take advantage of this guarantee, please contact us with the following details:-    
  • Your name and address
  • Your invoice number (found on all correspondence from us)
  • Reason for return
• We will refund the price of the goods but not the postage costs. You also return the goods to us at your own expense and at your own risk that we receive them back safely, therefore Recorded post is recommended

28-day guarantee against breakages

• Your goods are guaranteed for 28 days against breakages which have occurred as a result of manufacturing error or unpredicted event
• We will refund or replace broken items providing we believe they have been used for their intended purpose and not deliberately damaged/mistreated
• To return any broken items, please contact us first with the following details:-    
  • Your name and address
  • Your invoice number (found on all correspondence from us)
  • What the problem is
• We will then advise which are the best steps to take to solve the problem which is mutually beneficial 

PLEASE NOTE: Goods purchased at a reduced rate from third-party websites such as eBay; any seconds/imperfect goods sold at a reduced rate through our website; or any goods purchased through our website which state as such, are sold without refund or guarantee.