All orders to UK Mainland Only are sent using DPD with a consignment number for tracking. Please allow 1-3 working days for delivery. If not received within this time frame please allow 7 working days for your delivery to arrive before contacting us. Please note: The details the customer provides us with are solely the customer’s responsibility if the customer has provided us with the wrong address details, or any other incorrect details we can not take responsibility for your parcel not being delivered and can not issue a refund or send a replacement under these circumstances.
If your order does not qualify for Free Delivery (orders over £30 GBP to UK Mainland destinations only) delivery will be charged at our standard rate of £3.70 GBP for standard postage by Royal Mail 1st Class (this is not tracked) or £5.50 for a courier service (this is a tracked service). You will be able to select the option in the checkout.
CHRISTMAS DELIVERY 2019
All orders that are required to be sent by Royal Mail 1st Class must be received by midday on the 16th December. After this time all orders will require a courier service and orders must reach us by Midday on the 20th December to ensure pre Christmas Delivery. We will still dispatch orders after this time however they will not be guaranteed in time for Christmas.
OFFICE CLOSURE 2019
The Surrey Linen offices will be closed as of 5.30pm on the 24th December and will reopen at 9am on 2nd January 2020.
Seasons Greetings to all our customers.
SHIPPING OVERSEAS & UK OFFSHORE
For UK Off Shore delivery (UK Islands & Scottish Islands, Northern Ireland, Republic of Ireland) and countries within Europe please choose the appropriate option. For International delivery please contact us so that we can get you an acceptable delivery charge. If your order is being sent overseas and you did not choose Parcel Force as a delivery option, please be aware it is the customer’s responsibility to contact Royal Mail if your order has not arrived and/or has been lost in the post. Should your parcel(s) become lost in post and/or not arrive we can not issue a refund or replacement unless you choose to send your parcel(s) via Parcel Force, as this option
offers international tracking
RETURN & EXCHANGE POLICY
Customer Satisfaction Guaranteed
We guarantee to replace or refund any item that does not meet with your complete satisfaction.All we ask is that the item is returned to us within 14 days of delivery, unused and in its original packaging together with proof of purchase. Hygiene-sensitive items including bed linen, pillows, mattress-toppers, duvets, bedspreads etc. may not be returned for a refund or replacement unless faulty. This does not affect your statutory rights.
If you are ordering Fabric by the metre, it cannot be returned to us once purchased as it is cut specifically to your order and can not be re-sold.
Postal charges on all goods that are returned to Surrey Linen Company for a refund are at the customer’s expense, unless the item(s) is faulty, in which case Surrey Linen Company will cover the return postage cost.
Postal charges on all goods to be exchanged will also be at the customer’s expense (postage cost to and from Surrey Linen Company), unless the item(s) is faulty, in which case Surrey Linen Company will cover the return postage cost.
Please note we will not issue a refund or exchange until we have received the returned goods. Please acquire proof of postage for returns in case your returning parcel(s) becomes lost in the post. Please keep proof of postage safe until we have confirmed receipt of goods. Until we have received any returning item(s), it is your parcel(s), and you are responsible for a safe and guaranteed return to us.
It is not the responsibility of Surrey Linen Company to track down any item(s) the customer has returned to us that has become lost in the post, and we can not issue a refund or replacement under these circumstances.