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Delivery times and lost or delayed items

IMPORTANT INFORMATION - SHIPPING IMPLICATIONS

The last year has seen big changes in shipping across the globe. Due to this our normal shipping guarantees (as described below on this page) do not apply. About 99.9% of all orders are sent the same day, but please keep in mind that there can be delays and courier issues. We guarantee that we will send all orders within 2 working days of them being placed. 

We can not guarantee any delivery times at the moment. We use reliable delivery services (FedEx, DPD, UPS, and Royal Mail) but they are occasionally struggling. Please take this into account before you order.

During busy periods we may be capped on how many orders we can send with our courier, usually with no warning, meaning we need to hold orders back a day or two.

DUE TO THESE DELAYS, WE ARE CURRENTLY NOT OFFERING OUR NORMAL REFUNDS OR REPLACEMENTS FOR LOST PARCELS, UNTIL 4 WEEKS HAVE PASSED. IF YOUR PARCEL DOESN'T ARRIVE AS EXPECTED, PLEASE LET US KNOW AS SOON AS POSSIBLE SO WE CAN KEEP AN EYE ON THINGS.

ORDERS SHIPPED OUTSIDE THE UK

The UK leaving the EU has caused some changes for orders being delivered outside the UK. Please read more here. 

 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 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 as soon as possible to let you know (during our opening hours).

If you choose the Standard option, your order will usually be delivered within 2-3 working days, but it can take longer.

The DPD and FedEx service will most of the time be with you the next working day if your order is with us before our 13:00 cut-off time - but please note; the courier doesn't guarantee this, so sadly, neither can we. 

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 control over. We will do our best to inform you of any delays we are aware of.

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

 

Extra information

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

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

  • Shipping outside the UK has changed since Brexit. If you want an order shipped outside the UK, please make sure you are aware of possible import charges, find out more here.

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 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 refund you. In some instances we may choose to refund you instead of resending your order. 

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 may 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. 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.

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