Delivery and Returns
DeliveryWe aim to dispatch your order within 2 working days. Orders are shipped on weekdays (Monday – Friday) only, not including bank holidays or any other holiday periods specified by us. The stated timescales are only a guide and during busy periods or bank holidays, deliveries may take longer.
All orders are shipped from our mill in Yorkshire, for any orders where duties are applicable Pepper Lee will pay for any duty charges. The international shipping prices advertised are for an all-inclusive door to door service, we do not ship to PO boxes.
STANDARD UK DELIVERY
We are currently offering:
Free delivery in the UK on orders with a final order value of over £500 via a standard DHL delivery option which is 2-3 working days.
Outside of our current offer, see standard shipping rates below:
For orders under £500 our standard UK delivery charge is £15.00 and we aim to deliver all mainland UK orders within 3 working days. Deliveries to Northern Ireland and more remote areas such as the Scottish Highlands & Islands may take slightly longer.
OVERSEAS DELIVERYThe cost of standard DHL delivery to Europe is £30.00. 3-7 working days.
The cost of standard DHL delivery to the rest of the world is £40.00 7-10 working days
The above timescales are only a guide and sometimes during busy periods or bank holidays, deliveries may take longer. All our orders are dispatched on a DHL courier service which will require the goods to be signed for, so you may prefer to specify a business address when ordering, but please note that we are unable to change the delivery address once an order has been placed. A card will be left by the courier to re-arrange delivery should there be no-one home.
(You should also be able to track your order online through www.dhl.com using the tracking code we email when your order is dispatched.)
Standard delivery charges and approximate delivery times for orders shipped outside the UK are listed below. Exact delivery times will vary depending on the location and country of the delivery address.
Although we endeavour to deliver your order within a specified time, we cannot accept any responsibility for late deliveries due to circumstances beyond our control (e.g. extreme weather conditions). We will do our utmost to inform you of any unexpected delays.If you have not received your parcel after 5 working days, please do not hesitate to contact us on firstname.lastname@example.org
DELIVERY AND RETURNS – FULL TERMS AND CONDITIONS1. Delivery of Products
We deliver to most countries, but from time to time we are unable to accept orders and deliver to certain regions.
We will deliver the products within a maximum of 30 days beginning with the day following that on which you submit your order to us (unless you and we agree otherwise or you exercise your right to cancel our contract before we arrange delivery and/or performance).
As soon as we have delivered the products to you, you will be responsible for them, including any damage that may occur to them.
Please note that a signature will be required on all deliveries. If the item arrives damaged please point any damage out to the delivery driver on the day of delivery before signing for your item. You must ensure all damage is noted both on the drivers and your documents and ensure the delivery driver has signed both. This will help to identify where any damage to the product occurs.
The products will only be owned by you once we have received payment in full.
We will deal with returned products in accordance with paragraphs 3-6 below.
2. Cancellation of Order
You have the right to cancel your order for any reason within 8 working days of receiving your products. Where you are withdrawing from your purchase within the 8 working day cooling off period we will refund the purchase (less any original postage charge) once we have received your purchase and they are in fully re-saleable condition. Postage for returning the item back to us will be at your own cost. If the products are not in a re-saleable condition we reserve the right to refuse a refund. This does not affect your statutory rights.
Any delivery or collection charges are non-refundable unless the products are faulty or the cancellation has been made in accordance of your legal rights.
Pepper Lee hope you will be pleased with your products purchased, however if for any reason you would like to return your products, please see details below. This returns policy does not affect your statutory rights.
Refunds are available up to a maximum of 30 days after delivery if you are returning an item because of an error on our part or because it is defective. Where a replacement is not required, a full refund for the item will be made along with the original postage, once we have received your returned products. Replacements, due to an error on our part or due to a defect, will be despatched at no additional postage charge.
If collection of an item is required, we will charge you the cost of collection (up to £100), you will be notified of this at the time of cancellation. Any delivery or collection charges are non-refundable unless the products are faulty or the cancellation has been made in accordance of your legal rights.
If you have any queries regarding returns, exchanges or refunds please contact our Customer Services team on +44 (0) 1274 655900 between 9am and 5pm Monday to Friday or email us at email@example.com.
4. How to return products to us by post
Please follow the steps below to enable us to process your refund efficiently:
• Please return your products with your delivery slip, giving the reason for the return
• If you do not have the original delivery slip, please send us a note detailing the reason for the return along with your full contact details; name, address and contact telephone number
• In the case of a faulty item, please provide a full description of the fault
• We recommend that you obtain proof of postage when returning parcels, as we are unable to accept responsibility for products that fail to reach us
• Please send your returned products to:
Returns Dept, Pepper Lee, Stanley Mills, Edward Street, Bradford West Yorkshire, BD4 9RS, England
We hope that you will never have cause for complaint. However, in the unlikely event you do please contact our Customer Services team on +44 (0) 1274 655900 between 9am and 5pm Monday to Friday or email us at firstname.lastname@example.org .
If you contact us with a complaint we will do our best to resolve it immediately. If this isn’t possible, we will aim to resolve it within 3 working days. You will be kept informed of the progress of your complaint.
6. Statutory Rights
This policy is not intended to replace or compromise your statutory rights.