SHIPPING CHARGES & TIMES
Please note times quoted below are usual but in most cases your order may arrive sooner. We cannot guarantee shipping times for any orders and for international shipments your order may also be delayed in customs which we have no control over.
All orders must be signed for upon delivery.
USA - 5-20 working days
FREE Shipping for all orders.
UK - 5-7 working days
FREE Shipping for all orders.
EU & Europe - 5-20 working days
FREE Shipping for all orders.
Rest of World - 5-20 working days
FREE Shipping for all orders.
Please call us if your order is urgent and we will endeavour to expedite this for you. Please note this is not always possible and additional charges may be applicable.
Once your order has been prepared and dispatched you will receive a confirmation email from us with a link to the order tracking page.
US and International Deliveries are made by FedEx.
Once your order has been shipped you will receive an email from FedEx and can track your parcel at each stage of its journey to you. All deliveries need to be signed for so please make sure there will be someone at the shipping address. If you are not at home you will be notified by FedEx and a redelivery will be attempted.
All UK deliveries are made by DPD. Once your order has been dispatched, you will receive an email from DPD. If you have supplied your mobile number you will also receive an SMS on the delivery day which will give you a 1 hour delivery window with some options in case you are not available. All deliveries need to be signed for so please make sure there will be someone at the delivery address. If you are not at home you will get a card through the door with instructions on how to collect your parcel or re-arrange delivery.
For delivery to The Channel Islands – please see International Delivery. Unfortunately, we do not currently delivery to BFPO addreses.
Our EU deliveries are made by FedEx. Once your order has been shipped you will receive an email from FedEx and can track your parcel at each stage of its journey to you. All deliveries need to be signed for so please make sure there will be someone at the shipping address. If you are not at home you will be notified by FedEx and a redelivery will be attempted.
Changes to EU deliveries as a result of Brexit.
Due to changes in international shipping and VAT, all orders being placed by customers in EU after 31 December 2020 will be subject to local taxes and duties which will be automatically calculated at the checkout. We calculate a fully delivered price so you should not have to pay any additional charges when your order arrives.
INTERNATIONAL CUSTOMS AND IMPORT DUTIES
We offer a delivery duty paid (DDP) service to a lot of countries around the world. This means that any duties or customs fees have already been paid when the parcel arrives with you.
Unfortunately it is not possible to offer this in every country, and if you are placing an order to be delivered to the countries listed here you may receive duty and customs charges and these must be paid for by you before delivery can be made. We have no control over these charges and cannot advise what they may be.
RETURNS AND EXCHANGE POLICY - EXTENDED FOR CHRISTMAS
We hope that you will be delighted with the goods you have purchased from us but with our returns and exchange policy you can feel confident in buying from us, knowing that you can return goods if they are not suitable in any way or are not as expected.
We have extended our returns period for the festive season. Any gifts bought between 20th October and 24th December 2020 can be returned up until 22nd January 2021 if unwanted or unsuitable. If you would like to return your purchase for any reason outside of this period, you are able to do so within 28 days of receipt.
We are happy to offer you an exchange, or if you wish, a refund, provided that the goods are returned intact and in the same condition as when they were received and are in their original packaging with any prices or tags still attached.
Goods received back for return or exchange outside of these Conditions may be accepted at the discretion of the Company, refunds may then be made as a credit for use with the Company.
Please note that products will be your responsibility from the completion of the delivery. We accept no responsibility for any damage or loss to the Products after risk passes.
Our returns policy does not affect your legal and statutory consumer rights.
How to return goods
All N.Peal items are made to the highest quality however if you find an item you have purchased is unsatisfactory, you can return it within 28 days of receipt for a refund. Alternatively if you wish to exchange it for a more suitable size or colour we can also arrange this for you. To arrange a return please contact our customer service department on 1800 394 0455 or firstname.lastname@example.org (Mon–Sat 6am–2pm, Sunday 7am - 1pm EST). All goods must be returned unworn and in their original packaging in line with the other conditions of our returns policy.
Returning an order from the US
For US orders we offer a FREE returns service with Fedex via our customer service team. To arrange a return please call or email our customer service team on the contact details below; they will complete the relevant FedEx paperwork and email it to you. You can then drop off your parcel at your local FedEx hub for shipment.
We regret that due to high costs of international shipping that if you choose to return by another method you must do so at your own cost.
To arrange a return and refund from the US please contact our customer service department on 1800 394 0455 or email@example.com (Mon–Sat 6am–2pm, Sunday 7am - 1pm EST)
Returning an order (within UK)
For UK orders we offer a FREE returns and exchange service if made via our courier, however if you return via the post office you must do so at your own cost.To arrange a return from within the UK please call our customer service team on +44 (0) 207 409 0908 or email firstname.lastname@example.org.
Returns for orders outside of the UK and US must be made at the customers own cost.
Damaged or Faulty Goods
If the Products delivered are defective, not what you ordered, or damaged on delivery please notify us straight away and in any event within 3 days of delivery, we offer a free returns service via our courier for the products to be collected. If, on its arrival, the box is damaged then we advise that you do not sign for it and then notify us of this.
We will repair, replace or refund you for the price paid for any Products which are found to be incorrect or damaged or defective on delivery.
If you opt to exchange the Products, any additional payments must be made in full before replacement products will be dispatched.
Please do ensure that you return the damaged or faulty goods in the original packaging as you received them. Once we have received and inspected the goods, a refund, including delivery charges, or replacement, will be arranged at our expense.
A gift can be returned in line with the standard policy within the Conditions. Refunds can only be made to the payment method and card used for the original purchase and an email will be sent to the person who placed the order to confirm the refund. It is possible to exchange an item by contacting our customer service department on 1800 394 0455 or email@example.com (Mon–Sat 6am–2pm, Sunday 7am - 1pm EST).
Your right to cancel
Although we expect that you will be delighted with your purchase, in line with the United Kingdom’s consumer legislation including the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013, you do have a right to cancel your order in writing by emailing firstname.lastname@example.org. To exercise the right to cancel, you must inform us of your decision to cancel before the cancellation period has expired. Please let us know your name, address and the date on which you received your order, your order reference will also help us.
Your legal right to cancel a contract starts from the date of the dispatch confirmation, which is when the contract between us is formed. You have a period of 14 (fourteen) calendar days in which you may cancel, starting from the day after the day you received the Products. You will receive a full refund of the price you paid for the Products and any standard delivery charges you paid for. We will process the refund due to you as soon as possible and, in any case, within 14 calendar days of us having received the returned goods from you.
If you wish to cancel your order, you must return the Products without undue delay and in any event, no longer than 14 days from the date of notifying us that you wish to cancel the contract.