Delivery & Returns
DELIVERY AND SHIPPING
How quickly can you deliver my order?
We will deliver the products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order. Please allow up to 5 working days (working days are Monday to Friday only, excluding UK Bank Holidays and Public Holidays) for UK mainland deliveries. Please allow an additional 5 days for deliveries of personalised products and for all international deliveries. These delivery times are estimates only.
Can I send items to more than one delivery address?
Unfortunately, we can only deliver your order to one address. If you’d like to send gifts to different addresses, you’ll need to create a separate order for each address.
If you have any queries about your delivery or need help placing your order, please
get in touch with our customer services team.
How much does it cost to deliver to non-UK mainland addresses?
Place your order as usual and before you have to confirm your order you will see the exact shipping costs that you will be charged. If you are happy, go ahead and confirm your order!
What if I’m not at home to accept my delivery?
Unfortunately we are unable to specify an exact time of day for delivery beyond the window of 9:00am to 5:30pm. If no one is available to accept delivery at the specified delivery address, the package will be returned to your local depot and a card will be left detailing how to organize re-delivery of your order.
Sometimes the courier will leave your parcel with a neighbour, but again a card will be left telling you where to collect your package.
You will receive further information about your delivery and contact information for the delivery provider with your order confirmation.
What happens if my delivery is delayed?
Our delivery options are subject to the product(s) that you order being available and us taking successful payment. We understand how important it is for you to receive your order as quickly as possible. However there may be times when our delivery partner is unable to deliver your package on time, due to factors that are out of our control, for example – extreme bad weather or a broken down vehicle. Don’t worry, if we cannot deliver to you right away, we will be in touch.
REFUND POLICY
Cancelling your Order and Returning Products
PRODUCTS
If you have received your order, you should send back the products you wish to return to our customer services team within 14 days from the day on which we were informed of your decision to cancel (excluding personalised products, see the “Personalised Products” section below). It will help us to process your return if you use the customer services label on the front of the delivery note and include in your package the delivery note with the returns information completed. You will have to cover the cost of returning the product. We will refund you the price paid for the product plus the costs of the original delivery (except where you only return some products in an order, in which case the original delivery costs will not be refunded) on receipt of the returned product, or within 14 days of receiving from you proof of returning the product, using the same means of payment as you used for the initial transaction.
In order to ensure the safe return of product(s) we recommend that you obtain evidence of postage from the post office and retain this evidence of postage until you have received your refund.
All refunds will be made via the original payment method
We reserve the right to refuse to refund or exchange products that are returned to us that are not in a resalable condition.
You may return to us any product otherwise excluded from the cancellation/return rights above) that is damaged, or defective when it is delivered to you, or where we have delivered a product to you in error. You must indicate on the delivery form or on the invoice the reason for returning the product. Once we have confirmed that a product is damaged or defective when delivered, or was delivered in error, we will refund you the price paid for the product, plus your original delivery costs (except where you are returning only some products from an order) and the cost of returning the product to us.
TICKET POLICY
TICKETS
- Attendees must be aged over 18s only unless events states otherwise. Proof of age may be requested to confirm eligibility for entry.
- A valid physical ticket or e-ticket must be produced to get into the Event. Removing any part of, altering or defacing the ticket may invalidate it.
- It is your responsibility to check your tickets as if you have made a mistake they cannot always be rectified after purchase.
- It is your responsibility to look after your ticket. The Event Organiser will not be responsible for any ticket that is lost, stolen or destroyed. It is not always possible to issue duplicate tickets where there is potential for both the original and duplicate tickets to be used, thereby compromising the licensed capacity of the venue.
- Tickets are non-transferable. You may not re-sell or advertise tickets for sale for profit through any medium not authorised by the Promotor, through online auction or other websites, including the Event Organiser’s own social media channels. To protect our customers, we reserve the right to delete any such third party posts and will only promote the sale of tickets via authorised platforms.
- The price of the ticket shall be the price set at the time we accept your order. All prices set are inclusive of any applicable taxes but exclusive of any booking fee or delivery fee.
- Where there is not enough time to deliver tickets if you chose to receive your tickets by post, you will be told at the point of purchase the arrangements for collection of your tickets. If You are ‘collecting your tickets from the venue box office or other, you must have your acknowledgement of order and the credit/debit card used to make the order with you. You will be able to collect your tickets when doors open prior to the start of the Event but not before.
- The Event Organiser reserves the right to make an alteration to the advertised details without notification at short notice due to events or circumstances beyond their reasonable control (for which no person can be held responsible). This could include our ability to open the Event should a higher force (i.e. the government or statutory authorities) prohibit public access for safety reasons. If this happens then the Event Organiser is not obliged to refund your money or exchange tickets (except in the case of Event cancellation of the entire event).
- Tickets cannot be exchanged or refunded after purchase unless the performance is cancelled or rescheduled or where there is a material change to the programme of the Event. Where an Event is cancelled, or rescheduled due to circumstances beyond the Promotor’s control, or where there is a material change to the programme of the Event, you will be entitled to claim a refund in accordance with clauses a, b and c below. Refunds shall only be made to the person who purchased the tickets and upon receipt of complete unused tickets, if received, promptly (e.g. within 3 months from the date of the Event).
- It is your responsibility to ascertain whether the Event has been cancelled or re-scheduled and the date and time of any re-scheduled Event. Where an Event is cancelled or re-scheduled, the Promotor will use reasonable endeavours to notify you using the details provided at the time of ordering.
- Should the Event be cancelled or the line-up changed, the Organisers will not be liable for the payment of any compensation or for any loss of money and/or expenses/personal incidental (i.e. travel/accommodation) costs incurred.
- a) Cancellation: If an Event for which you have purchased tickets is cancelled in full (and not rescheduled), you will be offered a refund of the face value sale price of your tickets. However, if you have elected to receive your tickets via post and the tickets have already been dispatched or delivered to you, you will not be entitled to a refund of your delivery or order processing fees.
- b) Rescheduling: If an Event for which you have purchased tickets is rescheduled, unless otherwise indicated, you will be offered tickets of a value corresponding with your original tickets for the rescheduled event, subject to availability. If you are unable to attend the rescheduled event, you will be able to obtain a refund of the sale price of your tickets. However, if you have elected to receive your tickets via post and the tickets have already been dispatched or delivered to you, you will not be entitled to a refund of your delivery or order processing fees. Failure to inform the original ticket vendor within any deadline specified by the Event Organiser that you are unable to attend the rescheduled event will mean you will not subsequently be entitled to claim a refund.