Our aim is to dispatch orders within 2 working days after your order has been placed, Monday-Friday, although we often dispatch the same day if the order was placed before noon. During sales, and busier periods such as the run up to Christmas our dispatch times will average between 2-5 working days. We do not offer a guaranteed next day delivery service at the moment. If your order is urgent, please get in touch with us before you place your order and we can give you an up to date timescale of when you should expect your order. Any faulty or damaged products should be reported within 48 hours of receiving the product via image, with an image.


UK Deliveries

All UK orders are delivered by Royal Mail Trackable 24 (Express) or Trackable 48 hour service (Standard), 24 hour is not a guaranteed next day shipping option. 24 hour postage is a flat rate of £4.90 or £5.50 for 1kg+ and 48 hour postage is a flat rate of £3.95.

Please note that if you have selected express shipping you are paying for the Royal Mail 24 hour shipping service, and not for an express dispatch service, we pack all orders in the order they come in, and during busier periods, we cannot guarantee that your order will be dispatched the same day. Eg. The first hours worth of orders after a new product launch can take us a whole day to pack. If in doubt, please message us before completing your order if you are in a hurry to receive your order.

This is a traceable service, a tracking number will be issued and you will not be required to sign for your parcel, you can follow your order using the following link for an update:
Royal Mail Track Your Item

Not in for your parcel? | If you are not in to receive your parcel, Royal Mail will attempt to deliver to your immediate neighbour. Failing this, the package will be delivered to your local Royal Mail delivery office or Post Office (whichever is nearer) for you to collect. It will remain here for 14 days. A calling card will usually be delivered detailing what you should do to retrieve your order, although a calling card isn't guaranteed, all orders are tracked and by using the tracking number you can arrange a redelivery, or find out where your parcel is being held.

We are aware that on occasion, calling cards aren't always being given, and we advise customers to contact their local delivery office if your parcel is late. You can phone ahead rather than having to travel to your local delivery office and they will be able to check to see if your parcel is with them, if the parcel is being held at the delivery office you can request a redelivery which is usually next working day.

If you fail to collect your parcel, the parcel will be returned back to us, and we will require postage to be paid again by yourself before re-shipping the parcel back out, as this is an additional cost to ourselves, through no fault of our own. We cannot claim back postage costs via Royal Mail for unclaimed parcels. Tracking information will be attached to your dispatch confirmation, and you, the customer, are responsible for tracking your parcel. This will stop packages being returned to us. If you do not wish to have the order sent back out to you and wish to have your order cancelled we will refund the order minus the shipping costs as well as a 20% restocking fee. If postage to get the order re sent out isn't paid within 45 days of the order date, and attempts of contact has been ignored, we will issue store credit.

If an incorrect shipping address is supplied, we are unable to refund or resend your order. If the parcel is undeliverable, and is returned to us, we can resend the parcel out if the additional postage cost is covered by yourself to the correct address. We are not able to amend details after dispatch.


Worldwide Deliveries

Deliveries to Europe are made via Royal Mail Standard AirMail, the prices are based on weight and starts from £5.00. This service takes 3 - 14 working days to reach its destination.  Unfortunately, this is not a tracked service so no tracking numbers will be issued.

Deliveries outside of Europe are made via Royal Mail Standard AirMail, the prices are based on weight and starts from £8.00. This service takes 7 - 21 working days to reach its destination (depending on location). Unfortunately, this is not a tracked service so no tracking numbers will be issued.

We have recently added tracked international options, and we recommend using this service for higher value orders, we also tend to find they are more likely to arrive within the given time scale, than orders that are untracked.

Royal Mail advise us of how long parcels usually take internationally, this is not a guaranteed timescale, and during busier periods/delays it can take longer. Any customs charges are the responsibility of the customer, and the price will vary depending on the order total, as well as your country's policies.

Not in for your parcel? | The policy of your local postal service will differ depending on your location. Therefore, we are unable to guarantee where your order will be delivered to should you be away from home. It is recommended that you check with the relevant postal service before ordering as you may risk missing your delivery. 

If your parcel has been taken to a local delivery/collection office, and you fail to collect your parcel, the parcel will be returned back to us, and we will require postage to be paid again by yourself before re-shipping the parcel back out, as this is an additional cost to ourselves, through no fault of our own.

If an incorrect shipping address is supplied, we are unable to refund or resend your order. If the parcel is undeliverable, and is returned to us, we can resend the parcel out if the additional postage cost is covered by yourself to the correct address.

Please Note | Please note that all postal times are guidelines and services may take longer due to holidays or sales. With the annual global increase of sales online, you should expect delays during the festive period. 

Oops! | Unfortunately, we are unable to refund any postage that was wrongly selected, nor can we increase the service of your parcel if you select to pay over the free postage deal. Please note that we cannot amend your details once the order has been dispatched and we cannot refund orders with incorrect addresses after dispatch unless they are returned to us.

Not received your parcel? | Get in touch with us via info@cushtyco.shop Please remember that we cannot offer tracking numbers on orders where tracked is not selected, we cannot adjust addresses given to us after dispatch and we do not accept loss or damage of your parcel. We offer as much guidance as is required in order to resolve the issue as quickly and efficiently as possible.

Is your parcel urgent?
Need a parcel for a gift by a set date? Leave a note on your order so our packers can see it is urgent. Also we advise sending an email to info@cushtyco.shop to notify us of your parcel's urgency. We cannot guarantee that we can dispatch your order the same day but we will always try our best. We always advise that if your parcel is urgent you should select an express delivery service. Note that prioritising orders is a kind gesture not a guarantee. For international orders, we advise ordering weeks (months in some cases) in advance to ensure your gift arrives before the date required. 

 

Returns and Exchanges

If an item arrives damaged or faulty, we will happily offer an exchange if possible, or a refund of out of stock. Any damages must be reported within 48 hours of receiving your order. 

If you change your mind on a product, and it is in new and unused condition, we will accept a return but the item must be sent via tracked shipping and the cost must be covered by you. We will not refund the original postage cost, and we will deduct a 20% restocking fee. We cannot accept returns after 30 days.

Please email ahead of returns and exchanges first.

NOTE
Due to the cost of shipping and large cost absorbed to offer free delivery, we are no longer offering free delivery with a minimum spend. Free delivery will be available on certain dates throughout the year only. This will ensure we don't have to increase our pricing of our products.