Delivery

* Delayed Royal Mail Deliveries - A Special Message *

We appreciate how frustrating it is for deliveries to be delayed – especially at this time of year. However, we would like to reassure you that your order was dispatched promptly and in good faith.  Our smaller parcels are shipped via Royal Mail’s 2nd class, and unfortunately, this is not a fully tracked service. Royal Mail scan and record the parcel’s safe delivery – but they do not provide tracking details of its journey. Accordingly, this means we are unable to locate the exact position of your item...[READ MORE]

UK delivery can be made to any address as long the address at which your payment card is registered is also present on your order. All deliveries must be signed for (except items sent by post and which are small enough to be put through your letterbox). Please make sure you keep the receipt enclosed with your goods.

When you add products to your basket, the appropriate delivery charge will be added automatically. You will always be able to see this charge before submitting your order.

All delivery timescales are subject to product and delivery slot availability. Small parcels may be delivered via Royal Mail. Delivery may take up to 5 working days.

The contents of your order and your delivery postcode area will determine which delivery services you will be offered. We do not deliver to Post Office (P.O.) boxes or shipping agent addresses.

Delivery will be between the hours of 7am and 6pm; we are unable to confirm a time.

QETTLE will select the most appropriate carrier for your goods. This means your delivery may arrive in more than one batch to ensure your order is transported in the best possible way.

Whilst every reasonable effort shall be made to keep to any delivery date, time of delivery shall not be of the essence and QETTLE shall not be liable for any losses, costs, damages or expenses incurred by the customer or any other person or company arising directly or indirectly out of any failure to meet any estimated delivery date. The risk in the goods shall pass from the company to the customer upon delivery of such goods to the customer.

Deliveries will be attempted at your chosen address on the following day if the first delivery was unsuccessful. If your delivery was unsuccessful on the second attempt then a card will be left at your address allowing you to contact the delivery service and arrange a collection, you may pay an extra £9.20 for a third attempt on delivery. If you cannot collect your goods within 5 days or have not paid for the re-delivery, then it will be returned to QETTLE. All returned orders to QETTLE will be refunded via the method of payment; you will incur a £9.20 charge for the attempted deliveries.

Force Majeure

QETTLE shall have no liability to you for failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond its reasonable control.

Delayed Royal Mail Deliveries - A Special Message 

We appreciate how frustrating it is for deliveries to be delayed – especially at this time of year. However, we would like to reassure you that your order was dispatched promptly and in good faith.  Our smaller parcels are shipped via Royal Mail’s 2nd class, and unfortunately, this is not a fully tracked service. Royal Mail scan and record the parcel’s safe delivery – but they do not provide tracking details of its journey. Accordingly, this means we are unable to locate the exact position of your item.

This is an exceptionally difficult time for businesses and although we feel as frustrated by Royal Mail’s strike action as you do, we are asking customers to allow Royal Mail more catch-up time. Given the circumstances and the latest information from Royal Mail, we believe a 'fair' period is 28 days from the date we shipped your order.

We completely understand that you might not have been able to wait for your item(s) any longer and that you may have successfully sourced them from elsewhere. If this is the case and the 28-day period has elapsed, we will process a refund for your order in full. Should your item(s) eventually arrive, please let us know. We will send you a Freepost label, so that you may return the item(s) to us. In the event that you decide you would like to keep it after all, we will call you to process a new payment. Should your order still not have arrived after 28 days, but you would still like it, please let us know and we will resend the item.

We trust we have both reassured you and set out our return/refund options.  

We are a small family business, and the impact of these delays is proving to be devastating. We are being overwhelmed by customers chasing deliveries or requesting refunds for items we have shipped on time and in good faith.  

To exacerbate the matter, Royal Mail's Terms & Conditions for business accounts do not give us any recourse to claim back costs related to delays or items lost that have been shipped using their 2nd class service. So as a small business, we will bear the full cost through no fault of our own.  

We appreciate that you have also placed your order in good faith, and do not deserve to be exposed to so much inconvenience, either. But in the spirit of the season, we are appealing to your good nature and hope that you'll be willing to support us by giving Royal Mail some more time to clear their backlog of parcels.

Thank you once again for your understanding.