Delivery times and lost or delayed items

IMPORTANT COVID-19 UPDATE

The pandemic is having implications for everyone, including our business. Our processes have had to be adapted and we still don't have all our staff working. This is causing some delays in order processing and general support. As it stands today we guarantee that we will send orders within 3 working days of them being placed. The majority of all orders are still sent the same day, but we have moved to a 3 day commitment so you know where you stand.

Please note that delivery services are affected and we can not guarantee any delivery times at the moment. We are seeing extra long delays on some parcels shipped outside the UK.

UPDATE 27 MAY:
WE ARE SEEING SEVERE DELAYS IN SOME ROYAL MAIL SHIPMENTS. MOST ARRIVE FINE, BUT SOME ARE TAKING SEVERAL WEEKS TO ARRIVE. PLEASE NOTE - DUE TO THESE DELAYS, WE CAN NOT OFFER OUR NORMAL REFUNDS OR REPLACEMENTS UNTIL 4 WEEKS HAVE PASSED AT THE MOMENT. WE HOPE THINGS WILL SETTLE SOON FOR ROYAL MAIL.
 
DPD IS ARRIVING PRETTY MUCH AS EXPECTED, SO IS THE SAFEST OPTION TO CHOOSE FOR NOW.

For information on Royal Mail’s delivery status: https://www.royalmail.com/coronavirus
For information on DPD's delivery status: https://www.dpd.co.uk/content/products_services/covid-19-bulletins.jsp

 

GENERAL SUPPORT
Orders must be placed through the website as we have a limited team in the office. With a much smaller team than normal, emails and phone messages are dealt with as we can, but it might be a few days before we can get back to you. 

Please note that we are focusing on urgent queries or issues relating to orders. General support questions, or  can only be answered as and when we are able to get to them. We're sorry we can't continue offering our high level of support.

 

 

WHEN WILL I GET MY ORDER?

We do all we possibly can to ensure you get what you have ordered, as quickly as possible.

Orders arriving with us before 13:00 are always sent the same day Monday to Friday as long as there are no problems (like products out of stock or snowstorms closing our office). If there is a problem we will email or call you straight away to let you know (during our opening hours).

If you choose the free delivery service option, your order will usually be delivered within 4 working days, but it can take up to 7 days.

Our DPD Next Day service is usually with you the next working day (please note that DPD doesn't guarantee this, so sadly, neither can we) after you place your order as long as your order is with us before our 13:00 cut-off time. Read more about DPD on the Shipping costs page.

Please note, once posted, we can only rely on the carrier to get the parcel to you. This means that we simply can not guarantee delivery dates - we wish we could, but as we have to rely on a third party to actually get the parcel to you, it is out of our control. Most of the time there are no problems, but occasionally there can be delays which we have no way of avoiding. Although we use all reasonable means to ensure that your order is delivered within a specified time, we cannot accept any responsibility for late deliveries due to circumstances outside of our control. We are not able to refund delivery costs even for an upgraded delivery as the Next Day option is not guaranteed. We will do our best to inform you of any delays we are aware of.

If you want a speedier resolution in case your parcel goes missing or is delayed, we strongly recommend you choose the Next Day Delivery - we will the resend any missing items after only 7 working days.

Extra information

  • We do not ship orders on Saturday, Sunday, or Bank Holidays.

  • We do not ship to P.O Box or BFPO addresses.

  • Although we use all reasonable means to ensure that your order is delivered within a specified time, we cannot accept any responsibility for late deliveries due to circumstances outside of our control. We will do our best to inform you of any delays we are aware of.

MY PARCEL HASN’T ARRIVED:

First of all, please ask your neighbours and local post office if the parcel is with them, and check any "safe spaces" you might have used in the past for parcel deliveries. We've had many cases where the Royal Mail and couriers have delivered the parcel to a neighbour, or left it in a safe spot, without leaving a card with the recipient.

If you paid for Next Day we can resend (or cancel and refund) your order if the parcel has not arrived after 7 days. Please note that on rare occasions a product you have ordered could have sold out since you placed the order - if that happens and you don’t want to wait, we would be happy to refund you.

If you choose any other shipping option we have to ask you to wait 15 working days after shipping before we can send a replacement or refund you. Royal Mail and couriers won’t class the parcel as missing until then. You will also be asked to fill in a Lost Post form and return to Royal Mail.



IMPORTANT:

You must inform us of missing parcels within 10 days of placing your order or we will not be able to help you.

Please remember the law states we have 30 days to get your order to you.


Please, help us help you

Lost or delayed parcels are extremely frustrating for both you and us. We do understand how annoying it is for you and we feel pretty helpless. If you report a parcel as missing, we’ll start a claim as soon as the carrier will accept it, as well as resend your order.

The claim form is fiddly, complicated and takes a long time to complete, we have to dig out supplier invoices to send copies as we only get back what we purchased the products for. 

Now, this is where we need your help. If you end up with a lost parcel and we resend it to you (or refund you), we will fill out a claim form. Royal Mail might write to you asking if you ever received the parcel from us - if you don’t respond to their letter within 7 days, they will consider the parcel as delivered and will simply close our claim. Please, if you get a letter, take the time to respond to Royal Mail. We know it is a hassle, and wish there was an easier way.

DAMAGED GOODS

It is important you check your delivery as soon as it arrives. If you receive a parcel that has been damaged, or the packaging has been ripped or torn, take pictures and ask the delivery person to make a note of the damage before you sign for the goods. Please send us the photograph clearly showing the problem by email within 24 hours of delivery. 

If you discover anything is damaged after the delivery person has left, again, please take photos and email to support@metalclay.co.uk within 24 hours of receiving the goods.