Wedding Guest Book Heart Tree Keepsake

Delivery In Time For Christmas

• Online orders placed up to midnight on Sunday 18th December is guaranteed delivery before Xmas.  This date also allows for volume, resource and DPD difficulties. PLEASE NOTE WE CANNOT PUT ANY GUARANTEES ON ROYAL MAIL ORDERS DUE TO THE STRIKE ACTION. Planned Strike dates for December are: Thursday 1st, Friday 9th, Sunday 11th, Wednesday 14th, Thursday 15th, Friday 23rd, Saturday 24th.
•  Smaller items that weigh less than 2kg, under £50 and have measurements of length: 45 cm, width: 35 cm and depth: 16 cm or less, shall be sent royal mail. All other items, shall be sent via DPD.
• Expedited online orders placed up to 11am on Monday 19th for delivery before Christmas..

King's Coronation & DPD Services:

Please note that DPD deliveries may be impacted by the King's coronation from Thursday 4th May.  DPD have stated: 'The King's Coronation will take place on the morning of Saturday 6 May at Westminster Abbey. However, we have been informed that the road closures in Westminster will start from Thursday 4 May and remain in place until Sunday 7 May.

We are doing everything we can to minimise the impact of this event on your deliveries, including transferring all our Westminster depot deliveries, since the road outside our depot will be closed, to our London City depot. However, these road closures will mean we are unable to gain access to certain roads and be unable to make some deliveries in the SW1 area.

On Sunday 7 May, the celebrations move to Windsor, which will impact the area in the SL4 postcode area and we expect the roads into Windsor to be extremely congested.

In addition, there are numerous street parties planned across the weekend which will see many residential roads closed which will restrict the movement of our delivery vehicles.

Any parcels that cannot be delivered will be reattempted on Tuesday 9 May, following the Bank Holiday.'

Service & Prices
We offer a free UK standard DPD delivery service for all orders of £50 or over. Standard delivery is usually delivered within 2-3 working days. A next working day delivery service is available for orders placed before 11am at a cost of £4.95.

For orders of less than £50, a £2.95 delivery charge applies and will be sent either by Royal Mail or DPD.

CANCELLATIONS, RETURNS & REFUNDS

Cancellations:

Right to cancel

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day on which you (or any third party to whom you have asked us to deliver the items) take physical possession of the items.

To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement e.g. a letter sent by post to the address:

Customer Services

Sue Ryder Care

Sheaf Street

Lodge Farm Industrial Estate

Northamptonshire

NN5 7UL

Alternatively, send an email to sales@suerydercare.org. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. 

We will make the reimbursement without undue delay, and not later than:

14 days after the day we received back from you any goods supplied; or

(if earlier) 14 days after the day you provide evidence that you have returned the goods; or

if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the repayment using the same means of payment as you used for the initial transaction; in any event, you will not incur any fees as a result of the reimbursement.

If the goods have already been dispatched, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

If you have received the goods you will have to bear the cost of returning them to us. The cost is estimated at a maximum of approximately £26 for smaller parcels and £55 for large, bulky items.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Returns
We really hope that you love your Sue Ryder purchase. However, if it doesn't fit, or you've change your mind you can return the item for a refund within 30 days of delivery with proof of purchase. This is in addition to your right to cancel as described above and does not affect your statutory rights; if you find the item/items is/are not as described or faulty, please see the FAULTY/DAMAGED ITEMS section below.

To start the returns process, please email our team at sales@suerydercare.org to let us know we shall be expecting item/items back. You will need to provide your order number, along with the item/items you would like to return and your reason why. 

Please note that you are responsible for the costs of returning the item back to us. We recommend using a tracked postage service with confirmation upon delivery as we cannot be responsible for items that do not arrive. Delivery costs and including return shipping costs are non-refundable.If you choose for us to arrange for the items to be collected, the return shipping fee can vary depending on the size/weight of the item. For small parcel courier services the cost is between £8.00 and £26.00 and from £42.00 and £55.00 for the large parcel courier services. We will deduct this cost directly from your refund. 

Refunds are only able to be made to the original payment method you used to place your order and will be processed once we have received your returned item back to our warehouse.

Please allow up to 3 working days for the refund to be processed and up to 30 days for it to reach your account depending on the payment method you used.

Please note the following points:

Second Hand Items

To be eligible for a return, your item must be in the same condition that you received it.  All items will be inspected upon return. 

New Items:

If your item is in the same condition that you received it or the product or packaging has been handled excessively we reserve the right to reduce the amount we refund you.

Faulty/ damaged items

If your item arrives faulty or damaged please contact us by emailing our team at sales@suerydercare.org and we will aim to resolve the situation as quickly as possible. Please note you may be asked to upload/email photos showing the damaged/faulty item.

For all items that are self-assembly please ensure that you have received all parts and that they are in good working order before assembling the item.

Refunds are only able to be made to the original payment method you used to place your order and will be processed once we have received your returned item back to our warehouse.

Please allow up to 3 working days for the refund to be processed and up to 30 days for it to reach your account depending on the payment method you used.

Our guarantee and returns policy does not affect your statutory rights.

Please note that the colour of images may be affected by the availability of images or the technology used to access this site. We will use reasonable commercial efforts to load faithful reproductions of the product offered, and please refer to the description of the product alongside the image to confirm colour and dimensions.

Sizes are usually given as height, width and depth, in that order. Some of our products are made from natural materials, where some normal colour variations may also occur.

Goods are offered for sale on this site subject to availability.

Service & Prices

We offer a free UK standard DPD delivery service for all orders of £50 or over. Standard delivery is usually delivered within 2-3 working days. A next working day delivery service is available for orders placed before 11am at a cost of £4.95.

For orders of less than £50, a £2.95 delivery charge applies and will be sent either by Royal Mail or DPD.

Please check the Royal Mail website or DPD website for their latest delivery updates during the Covid-19 outbreak.

Returns

For our full returns policy please see our returns policy.