Shipping Policy
We aim to ship all items as soon as payment is cleared. This means that items ordered and paid for online by 12 noon (UK time) Monday-Friday are usually dispatched on the same day. Items ordered and paid for after 12 noon or over the weekend are sent on the next working day.
We never charge excessive amounts for postage and packaging. Our P&P charges are made up of the Royal Mail charge for the service plus a small contribution towards the packaging materials, plus VAT, which we are legally obliged to charge.
Please note that orders are often too big for standard letterboxes.
UK Destinations
Standard Postage and Packaging (P&P)
Customers selecting this postage method will have their order sent by Royal Mail Tracked 24 or, where the goods weigh more than 2kg or over the value of £200, by Royal Mail Next Day service. Delivery will normally be in 1-2 working days.
Next Working Day P&P
Customers may select either Royal Mail special Delivery or Next Day Courier at an additional cost. Delivery could be made up to 5pm on the next working day.
Orders weighing over 2kg
Orders will be sent by courier. A P&P (Postage and Packaging) charge will be made based upon the weight of the order. Delivery timescales may be a little longer .
Lost or Missing Orders Policy
Packages are often too big to fit through a standard letterbox. If you suspect your order is missing or lost in the post, please contact your local postal office BEFORE contacting us. It is entirely likely that your package could not be delivered and is awaiting your collection.
Items can be reported missing after 15 working days. For next working day items, claims may be made after 3 working days.
Within the UK
Royal Mail do not consider items of Tracked 24 to be lost until 15 working days after posting. In the unlikely event of your order being lost in the post, we have to wait until this time has elapsed before we can instigate a claim for the lost package. We always send a replacement, stock permitting, at the same time as we open a claim. Where stock does not permit a replacement to be sent, a full refund will be issued.
Returns Policy
We aim to offer a 100% Satisfaction Guaranteed service.
Faulty or Damaged Items
In the unlikely event that your item is faulty or is damaged during transit, please contact us within 7 days (maximum) of receipt. We will arrange a Royal Mail collection from your home free of charge or you can print a pre paid label from Royal Mail Tracked Returns website https://www.royalmail.com/track-my-return. We will ask you to use the original packaging to prevent any further damage. Upon receipt of the return we will carry out an investigation to determine the problem and will happily provide you with either a replacement or a full refund once we have received our results.
All Other Returns
UK Customers
You are entitled to a 7 day cooling-off period under the Distance Selling Regulations. This means that, if you decide you do not want your items for any reason (other than faulty or damaged goods), you must tell us, in writing, within 7 days (maximum) of receiving your item that you do not want it. You will be asked to return the item to us within another 7 days (maximum) and in the same condition you received it in.
You are asked to return items to us by a postal service which includes sufficient insurance to cover loss or damage and we recommend that you use a tracking method such as recorded delivery. Please remember that items may be fragile so make sure that they are re-packed in the original packaging material (where possible) to prevent damage in transit. Failure to adhere to this condition may result in transit damage and this will result in a partial or no refund.
Refunds will be made via BACS upon receiving the returned goods.
The cost of returning the items to us is the responsibility of the customer and this will NOT be refunded.
Millwood Products updated 1st July 2023