OUR POSTAGE COSTS
Important Postage Information – International Customers – New Export and Customs Information are in place for 2021 – November 2021 Prices have been updated.
EU CUSTOMS – All imports from outside of the European Union are subject to import VAT on items worth £15 or more and import duty on items worth more than £135 – These payments are NOT the responsibility of TheStore91 and will have to be paid by the customer under any circumstance. Should the customer refuse and the items be sent back to us we will keep the original postage cost and refund for the items.
UK Delivery Prices
Second Class Signed For Postage (Usually Delivered within 4 – 5 days* after dispatch) – Parcels are sent via Royal Mail if they are under 2kg in weight. We use My Hermes as our courier service. – £4.99
North Ireland Signed For Postage – (Usually Delivered Within 4 – 5 Days* after dispatch) – £7.99 – Northern Ireland customers will only need to choose this option if you order over 2kg in weight – for example more than 1 large jar.
First Class Signed For Postage (Usually Delivered within 1 – 3 days* after dispatch) Typically sent via Royal Mail if under 2kg or My Hermes – £7.99
*Working Days (Monday – Friday) Not Including UK Bank Holidays, No dispatches of items are sent on weekends. – All times stated above are “usual” guides and not a guaranteed service – should you wish a guaranteed service please contact us and we will get back to you with a price.
Restrictions – Scottish Highlands & Remote Regions of the UK – We will always try our best to get the parcels out to you at the best possible price, however should the weight of your parcel be over 2kg this will need to be sent via courier instead. An extra charge of £4 will be need to be paid in order for us to send the parcel to you and shall be contacted via email to arrange this. Northern Ireland customers are required to purchase first class postage should the amount be over 2kg in weight (The Equivalent of one Large Jar). We are able to do postal blending with your order should the original parcel not be dispatched – this means you can create several orders and only pay for one postage price. This information can also be found in our FAQ’s.
Free Standard UK Postage when you spend £100 or more – You also get Super Fast Dispatch typically within 24 hours !
International Postage
Rate 1 International Postage – Countries Included : Jersey, Guernsey, Italy, Czech Republic, Denmark, Greece, Hungary, Luxembourg, Portugal, Spain (Mainland), Sweden, Austria, Belgium, France, Germany, Ireland, Isle of Man, Netherlands, Poland plus any countries that we currently sell too but not listed – Price £21.99 – Estimated Delivery 7 – 14 Working Days
Rate 2 International Postage – Countries Included : Croatia, Estonia, Finland, Latvia, Lithuania, Monaco, Norway, Romania, Switzerland, Turkey, USA – Restricted Countries Included : Algeria, Angola, Benin, Burkina Faso, Bangladesh, Brunei, Cambodia, Kuwait, Saudi Arabia, Albania, Andorra, Belarus, Bulgaria, Anguilla, Barbados, Bermuda. – Price £49.99 – Estimated Delivery 10 – 18 Working Days.
Rate 3 International Postage – Countries Included : Egypt, Gibraltar, Singapore, Iceland, Russia, Greenland, – Restricted Countries Included : Botswana, Burundi, Cameroon, Chad, Gambia, Kenya, Armenia, Bahrain, Cyprus, Japan, South Korea, Bosnia & Herzegovina, Moldova, Ukraine, Aruba, Bahamas, Canada, Costa Rica, Dominican Republic, Haiti, Jamaica, Mexico, Panama, Argentina, Brazil, Colombia, Ecuador. – Price £44.99 – Estimated Delivery 14 – 20 Working Days.
For the time being we are no longer posting to Australia or Hong Kong due to the excessive postage costs.
Restricted Countries Information – If you are part of the Restricted Countries seen above in blue then you have a weight restriction of 10KG – What happens if i order too much and go over 10Kg? We will contact you via email and ask you to reduce the parcel by taking items out for a refund or we will offer you an additional cost based on the weight difference needed.
Non-Restricted Countries – You do not have a weight limit and the price that you see if the price you will pay no matter how large or small your parcel. However it is advised that parcels should not exceed 20KG in weight for safety reasons.
EU Customs – It is down to the customer to pay for any customs fees they incur through purchasing with us and should read their local customs information in regards to this. We will however do everything where possible to ensure this charge does not reflect on our customers.
INTERNATIONAL POSTAGE RESTRICTIONS – It is advised to our International Customers to ONLY purchase up to 6 Large or Medium Sized Jars for safety purposes – we want your items to get to you as safe as possible in order to do this we implement the best standards of recycled packaging – Should we feel that we are unable to pack items in a safe way or manner we may contact you via email to ask for you to order seperatly meaning 2 postage costs or to reduce your parcel to a better standard of care.
Non EU Countries – It is your responsibility to cover any and all customs charges which differ from country to country these are extra charges that we have no say over legally and must be abided by.
Delivery methods and insurance. (UK ONLY)
For UK Deliveries we use either Royal Mail or an independent Courier depending on size of order. You Are required to sign for your delivery. Inquiries such as “Please leave at neighbors house” or “Please leave in a secure location” are NOT allowed. You can specify an alternative address during order check out. If you are not going to be available to sign for your order – please send to a work or relatives address. Please note that all UK parcels are sent with up to £20 compensation via our couriers if you would prefer for your items to be sent with a higher insurance there is an extra added cost of £2.20 to your order (£100 compensation). We are not responsible for items that are missing on a distribution basis however we will endeavor to help as much as we can to claim the items insurance back if something was to happen.
International Courier FAQ – Parcels that weigh under 2kg are sent via your normal postal service – if your parcel is heavier then this then it will be sent via one of our modes of couriers – Tracking information will be sent to you via your email. ALL international parcels are FULLY tracked and must be signed for – Please choose to send the parcel to the place you shall be more likely at during the daytimes such as work or via a neighbour if you are not at home.
Security Checks & EU Customs Charges
All shipments will be fully insured. And Quantity Checks are carried out with ALL items, in some large order cases photos will be taken as proof that all items are packed inside your shipment as this helps us to prevent fraud. You WILL be required to sign for all deliveries. Before shipping any order we may carry out any number of security checks, including, but not restricted to Electoral Role address check, telephone number check, credit card processing checks. We also carry out random telephone checks prior to shipping. These checks are necessary to keep our prices down and prevent fraud.
Payments are handled via Paypal which is an external portal and we do not keep anyone’s personal details. You are required to enter your phone number and email address into our system for delivery purposes only as these can be used for you to receive your tracking information. ALL orders are fully track able however if your parcel is under 2kg you will not receive an auto-tracker link – should you need to find the whereabouts of your parcel contact us via the contact us page immediately.
IMPORTANT INFORMATION: TheStore91 is NOT responsible for any Customs Charges or Extra Handling costs which can occur to some countries, these are to be paid by the customer as extra costs (Does not apply to most EU Countries). Switzerland may occur charges of this nature dependent on the amount spent.
Our Refund and Returns Policy
Refunds are usually given to our customers if we don’t have the correct stock before shipping out your items, we don’t offer our customers alternatives as this is due to our quick turnover of stock and enables us to dispatch your package out to you at a quicker time. Refunds are given also if the following does happen – Faulty stock on arrival, breakages, leakages do occur.
Refunds are only given if the item you are wishing to return is in fully unused state, this does not include the examples shown above. We DO NOT refund used items in any way shape or form. Return postage is sometimes paid by us dependent on the case however in most cases returns are to be paid by the customer. Returns are not offered to international customers at this time but instead photographic evidence may be needed.
I have not received the correct quantity in my parcel, what happens now? – We ALWAYS run several security stock checks and hold several proofs of this with every order that is created. We do not refund or replace items which have been lost during the distribution phase. However this is a very unlikely case to happen.
My Votive or Tart is Discoloured or not 100% perfect and i am not happy about this, is there anything you can do? – Of course you can return the item to us for a full refund, we do not replace items on this basis. Please ensure that your returned items are sent tracked and signed for and to contact us for a returns address.
If you are unhappy with any of your items please contact us immediately so we can help rectify any situation, however you can return any items to us within 14 days AFTER point of items received as long as they are in a re-sellable standard, unused and arrive with us the same way in which it was sent out to you. We do not refund postage on any items being returned by our customers this helps us to keep our costs down as much as possible. If your item has arrived via My Hermes or Collect Plus we may issue you with a free returns label after the first initial 7 days ONLY. You are required to send photo evidence of any defects to us before a return can be issued to us.
International Customers – Photo evidence is needed for any defects you are unhappy with, we also may need further information as well as evidence of external parcel box as well as the contents inside.