Delivery times and lost or delayed items
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 a mistake in our stock numbers causing a product to be 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 next day services 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
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We do not ship orders on Saturday, Sunday, or Bank Holidays.
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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.
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 20 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.
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 photographs clearly showing the problem by email within 24 hours of receiving the goods.
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.
