Shipping & Returns
Shipping & Handling
IMPORTANT: Please note that ALL orders are sent by Royal Mail, requiring a signature on delivery. We understand that this isn't always convenient, but we do it to meet the requirements of Paypal and other online payment service processors, as well as to safeguard all parties. If you're not going to be in, you will have the opportunity to arrange delivery on a more convenient day.
We charge a flat rate per order (irrespective of how many items) and will ship to any UK address and to the following countries:
Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Italy, Latvia, Luxembourg, Netherlands, New Caledonia, New Zealand, Norway, Portugal, Kingdom of Saudi Arabia, Slovakia, Slovenia, Spain, Sultanate of Oman, Sweden, Switzerland, United Arab Emirates, United States
If you want delivery to a country not listed above, let us know. We will always try to accommodate you.
All orders are sent by Royal Mail, requiring a signature on delivery.
Shipping charges are as follows:
UK - Standard (2nd Class: normally 2-5 days): GBP3.95
UK - Express (1st Class: normally 1-2 days): GBP5.95
Rest of the World (except AU & NZ): GBP19.95
Australia & New Zealand: GBP24.95
Ollipops does not levy a handling or administration charge.
Overseas deliveries only: import duties vary worldwide depending on each country's importation legislation. It is the customer's responsibility to discover what, if any, import duties their order may be subject to, and the liability for import duties resides solely with the customer. Within the European Community Free Trade Zone there are no import duties payable. For destinations outside the EC free trade zone, we are obliged to make a customs declaration, verifying the value of the parcel. UNDER NO CIRCUMSTANCES WILL WE AGREE TO MAKE A FALSE DECLARATION. This practise is illegal. Please do not ask us to do this!
We want you to be happy with the products and services you have received from Ollipops. The law in the UK relating to the purchase of goods via the internet changed considerably on 1st October 2015, when the Consumer Rights Act came into force together with the Consumer Contracts Regulations. We think that it is really important that you should be aware of and understand your rights, so please take a moment to read this section. Of course, the entire Act is much more detailed than the following, but we have simply sought to extract and set out your rights in relation to any order placed at this website. If you think that any of the following information is factually incorrect, we will be very pleased to hear from you - the aim is to point out your rights clearly and accurately, not buried in mumbo-jumbo!
What the Law says: A customer has the legal right to cancel a contract at any time up to 14 days AFTER the day on which they received the goods. They then have a further 14 days in which to return the goods.
Ollipops' Policy: Providing the item is in brand new, unused and resaleable condition, we will be happy to refund items returned up to 30 days from receipt. If you have a return requirement outside this period, please contact us and we will try to accommodate you.
Sale Items and End-of Line Items: The Law draws no distinction between reduced-price and full-price items, and you have exactly the same rights as a consumer as you would have had, had you purchased an item at the full price. Beware of online retailers refusing to accept returns for refund or exchange just because they were sale items - that's rubbish!
How to Cancel: We need to receive notice of cancellation in writing (by email is fine), and you should include at least your name and address and a line confirming cancellation. You can phone to cancel (this is often sensible in order to avoid an order being despatched unnecessarily), but we will also need you to drop us an email confirming this.
How to Return an Order: Please complete a RETURNS NOTE (link opens a PDF document in a new window for you to print) and enclose it with the goods. If, for any reason, it is not convenient for you to print the returns note, please just ensure that you enclose your own note with the information requested (name, phone number, order number and instructions). Please note that items are returned at the sender's cost and risk and we advise you to consider returning the items via a traceable service, although in the UK, a proof of posting certificate will normally suffice (this is free of charge).
Duty of Care: The customer is expected to take reasonable care so as to return items in acceptable condition. For many of our products (Plus12, all shoes etc) the product box is part of the product, in that it may give essential information or instructions. It is therefore essential that all such products are returned complete with the product box, as they cannot be considered to be in new and resaleable condition without it.
Exchange Requests: We have found that the simplest way to handle an exchange is for the customer to place a new order via our website. This avoids a situation where an item might go out of stock whilst you are returning the original item.
Refund Requests: If you cancel an entire order and return all of the goods within the statutory (legal) timescales we will refund the total cost of the items plus, for UK orders, the value of the least expensive delivery choice that was available to you when you placed the order. This means that if you chose a more expensive delivery method, you will have to bear the cost of the difference.
If you cancel an order and return the goods outside the statutory (legal) timescales we will refund the total cost of the items only.
If you cancel the order prior to despatch, we will issue an immediate refund. If we have to wait for the goods to arrive back, we will issue the refund normally within 3 working days of receipt, but in any case within the 14 days permitted by law.
If you cancel and return part of an order where you had a discount or free shipping based on number of items or total value of order, we will adjust the refund to reflect the value of the discount originally allowed if the return of one or more items renders your order no longer eligible for such a discount. If your purchase made you eligible for a voucher for use against a future purchase, but you subsequently return such an item, your voucher will be voided, even if we have already sent it to you. If you have used the voucher, the value will be deducted from any refund due.
Return of Faulty Items: the Law gives you a great deal of extra protection when it comes to faulty items. Of course, we hope that no item we send out is faulty, and we deal only with suppliers with very high standards of quality control, but occasionally, mistakes do happen and an item will get through when it shouldn't have done so.
Firstly, the timescale in which you must return a faulty item is very different. You have six months in which to do so without having to prove that the item was originally shipped in a faulty state. After this, you will need to prove that you didn't cause the fault, but you have a total of six years in which to do so.
Secondly, we will reimburse you for the return postage if you return an item that proves to be faulty.IMPORTANT: Please ensure that you have contacted us for shipping instructions prior to doing so - consumer law is based largely on what is "reasonable", so, for instance, returning an item via same-day motorcycle courier at considerable expense is not what most people would consider reasonable!