1.1 In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website or by telephone or email.
1.2 This policy is a legally binding document, and this policy shall form part of the contract of sale between you and us made under our terms and conditions of sale.
2.1 All orders (apart from wholesale) will be subject to delivery charges as detailed in Section 5.
- Geographical limitations
3.1 We will usually be able to deliver to the following countries and territories: England, Scotland, Wales and Northern Ireland, Belgium, Channel Islands, Ireland, Luxembourg, Netherlands, France, Germany, Austria, Denmark, Finland, Italy, Portugal, San Marino, Spain, Sweden, Andorra, Bulgaria, Cyprus, Czech Republic, Estonia, Greece, Hungary, Latvia, Lithuania, Malta, Monaco, Poland, Romania, Slovakia, Slovenia, Albania, Belarus, Bosnia Herzegovina, Canary Islands, Croatia, Faroe Islands, Gibraltar, Greenland, Iceland, Kosovo, Liechtenstein, Macedonia, Rep of Moldova, Montenegro, Norway, Russian Federation, Serbia, Switzerland, Turkey, Ukraine, USA, Canada, Mexico, Australia, China, Hong Kong, India, Indonesia, Japan, Rep of South Korea, Macau, Malaysia, Philippines, Singapore, Taiwan, Thailand, United Arab Emirates, Vietnam, Bahrain, Brunai, Jordan, Kuwait, New Zealand, Oman, Qatar, Saudi Arabia, Solomon Islands, South Africa, Yemen, Afghanistan, Algeria, American Samoa, Angloa, Anguilla, Antigua, Argentina, Armenia, Aruba, Azerbaijan, Bahamas, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Bolivia, Bonaire, Botswana, Brazil, Burkina Faso, Burundi, Cambodia, Cameroon, Cape Verde Islands, Cayman Islands, Central African Rep, Chad, Chile, Colombia, Comoros Islands, Congo, Dem Rep of Congo, Cook Islands, Costa Rica, Cuba, Curacao, Djibuoti, Dominica, Dominican Rep, East Timor, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Etheopia, Falkland Islands, Fiji, French Guiana, Gabon, Gambia, Georgia, Ghana, Grenada, Guadeloupe, Guam, Guatemala, Guinea Rep, Guinea-Bissau, Guyana, Haiti, Honduras Rep, Iran, Iraq, Israel, Ivory Coast, Jamaica, Kazakhstan, Kenya, Kiribati, D.P.R of North Korea, Kyrgyzstan, Laos People Dem Rep, Lebanon, Lesotho, Liberia, Libya, Madagascar, Malawi, Maldives, Mali, Marshall Islands, Martinique, Mauritius, Mayotte, Fed States of Micronesia, Mongolia, Montserrat, Morocco, Mozambique, Myanmar (Burma), Namibia, Rep of Nauru, Nepal, Netherlands Antilles, Nevis, New Caledonia, Nicaragua, Niger, Nigeria, Niue, Pakistan, Palau, Panama, Papa New Guinea, Paraguay, Peru, Puerto Rico, Island of Reunion, Rwanda, Saipan, Samoa, Sao Tome & Principe, Senegal, Seychelles, Sierra Leone, Somalia, Rep of Somaliland, Sri Lanka, St Barthelemy, St Eustatius, St Kitts, St Lucia, St Maarten, St Vincent, Sudan, Suriname, Swaziland, Syria, Tahiti, Tajikistan, Tanzania, Togo, Tonga, Trinidad & Tobago, Tunisia, Turks & Caicos Islands, Tuvalu, Uganda, Uganda, Uruguay, Uzbekistan, Vanuatu, Venezuela, British Virgin Islands, US Virgin Islands, Zambia, Zimbabwe.
3.2 We may from time to time agree to deliver products to other countries and territories.
- Delivery methods and periods
4.1 The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
(a) We use Royal Mail 1st Class, Providing it is an in-stock product. *Upgraded to 1st class from 11th May, previously 2nd class.
4.2 If you place your order by 12pm GMT/BST on a working day, these time periods run from the close of business on that day; if you place your order after 12pm GMT/BST on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.
4.3 We aim to dispatch your order within 3 working days of your order being made. We would like your order to be with you within 3-5 working days, however, the current delays with the postal service our beyond our control.
Royal Mail has advised that a parcel is not deemed as lost at the moment until 12 working days have passed, since the dispatch date of your order. For this reason, replacements or refunds can only be issued after this time has elapsed. Working days do not include weekends and bank holidays. For further issues, you can contact [email protected] 48 hour response time, Monday – Friday.
4.4 The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
4.5 We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.
- Delivery charges
5.1 Delivery charges will be calculated by our website or verbally and automatically applied to your order during the checkout process, or alternatively quoted by us.
5.2 Applicable delivery charges will depend upon the location of the delivery address, and the size and weight of the products in your order.
5.3 The delivery charge covers the following: postage, packing and handling. This includes postage bags, paper, labelling, shipping staff, postal carriage amongst many other things.
5.4. Keith Lemon & Variety masks delivery timescale is up to 14 working days. Any other items included in the order with a Variety/Keith Lemon mask is subject to the same timescale.
6.1 If your products remain undelivered, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.
- Delivery problems
7.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify you.
7.2 If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).
7.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) you provided the wrong address for delivery;
(b) there is a mistake in the address for delivery that was provided;
(c) the address for delivery is not reasonably accessible;
(d) the address for delivery cannot safely be accessed;
(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.