Postage & Delivery
'Neither rain nor snow nor glo m of ni t...'
As an official branch of the Ankh-Morpork Post Office we pride ourselves on offering swift and reliable delivery all over the Roundworld.
We always aim to dispatch orders as soon as possible, and always within 5 working days. In the event of a delay or problem with your order we will alert you as soon as possible. Please read on for more postage nitty-gritty!
We use a size and weight-based system whereby postage costs are charged based on the size and weight of the package - this is calculated at checkout depending on the combined weight of each individual item. Although we cannot discount postage like bigger retailers do, our weight-based system helps us to closely match the price that you would pay over the counter, and where where possible we apply our business rate to keep costs low.
PLACING AN ORDER & WHAT TO EXPECT
Please ensure that you have entered your delivery details correctly as we cannot issue replacements for orders sent to the wrong address unless the items are returned to us. Include any instructions to the postman in the comments box during checkout, and please specify any special packaging requirements (i.e. plain, unbranded packaging) although please be mindful that we do not currently offer a gift wrap service.
On successful completion of your order a confirmation email will be automatically sent to the address you provided at checkout. Should this confirmation not be apparent please check your junk box and add us to your address book. We will always wait for funds to clear before sending your items, including payments sent via e-cheque. Your order status can be viewed at any time in your account.
Orders are dispatched within 1-5 working days via Royal Mail 24 within the UK, and by Royal Mail 1st Class International Air Mail for Europe and Worldwide destinations. These are standard services and not trackable, we therefore cannot provide an exact date of arrival for your order. If you are especially concerned about items going astray we can provide a signed-for service for an extra charge - please contact us before placing an order to arrange. If your order is required urgently please contact us or include a note with your order at checkout and we will do our best to deliver on time (UK orders only).
To keep postage costs low for our customers, we may split bulky or large orders into separate packages which may not arrive on the same day. Please check the packaging and compliments slips for an indication (eg 1 of 2) if your are concerned about missing items.
ESTIMATED DELIVERY TIMES FROM DISPATCH:
(PLEASE BE AWARE THAT DELIVERY TIMES CAN BE CONSIDERABLY LONGER OVER CHRISTMAS. ORDERS PLACED BEFORE OUR LAST POSTING DATES MAY STILL BE SUBJECT TO CUSTOMS CHECKS OR DELAYS IN THE POSTAL SYSTEM SO WHILE WE WILL DO OUR BEST TO SHIP AS QUICKLY AS POSSIBLE, LATE STAGE ORDERS CANNOT BE GUARANTEED FOR CHRISTMAS - WE ALWAYS RECOMMMEND ORDERING IN GOOD TIME FOR THE HOLIDAYS, & SUGGEST ADDING ANOTHER WEEK TO OUR ESTIMATES BELOW FOR INTERNATIONAL ORDERS PLACED NOV-DEC)
UK 2-6 days
Europe 1-2 weeks
Worldwide 2-3 weeks
These estimates are for guidance only - Please allow 30 days from placing an order to allow for delays in the postal system caused by issues beyond our control such as holiday congestion, adverse weather conditions, transport delays and customs checks and investigations.
To check the postal system for worldwide incidents or circumstances that may delay your order by visiting >http://www.royalmail.com/service-updates
UNDELIVERED, INCOMPLETE OR DAMAGED ORDERS
If your order hasn't arrived after 30 days from the date of order, we will send a replacement where possible or refund your account in full where appropriate. After the 30th day there is a 7day window in which to claim a refund/replacement. After this time we cannot accept any responsibility for investigating, refunding, or replacing a missing order.
If anything is missing from your order then let us know as soon as possible and we will send your due items immediately, or refund your account within a few days should the item be out of stock. If an item arrives damaged, faulty or in any other unsatisfactory condition we will issue a full refund or replacement if the item is returned to us within 60 days of reciept. We will also credit your return postage for damaged/faulty items.
Your postman should leave a note for collection if they were unable to deliver. It is the customer's responsibility to check with their local depot/post office for any missed deliveries. Orders returned to us marked as 'unclaimed' may incur another postage charge to resend. If a refund is prefers in these circumstances then we will not refund the original postage.
It is the buyer's responsibilty to ensure that the correct delivery address is entered when placing an order, and to check their delivery address for errors before submitting an order. We will not replace items lost due to incomplete/inaccurate delivery addresses. Undelivered items that are returned to us by the post office will be re-sent for an extra charge but we cannot re-send, or issue refunds for, undelivered items until the original package is returned to us and the original postage cost will not be refunded.
THIRD PARTY FORWARDING
Our shipping contract is with Royal Mail. As per our terms and conditions third party freight forwarding companies are not included under our customer contract. The Discworld Emporium is not responsible for damage, defect, material difference, or loss that occurs to goods after they're delivered to the third party freight forwarder. This means that we are not able to provide a replacement of, or refund for, any goods delivered to a third party freight forwarder.
For more information please see our RETURNS & EXCHANGES page