Delivery & Returns
Please note that deliveries are currently taking longer than expected due to the COVID-19 outbreak. All couriers, including Royal Mail, are experiencing delays. Express delivery before 1pm has also been extended to 9pm. In the run up to Christmas we are advising customers to use our 24 hour tracked service to ensure their order arrives before Christmas. We thank you for your patience.
FREE UK 48 hour delivery on all orders between £40 - £74.99 ordered through our website.
FREE UK 48 hour tracked delivery on all orders over £75 ordered through our website.
United Kingdom 48 Hour £3.50
United Kingdom 48 Hour Tracked £4.50
United Kingdom 24 Hour Tracked £6.00
United Kingdom Express Delivery 1pm £10.00
United Kingdom Large Item Parcel Force 48 Hour £15.00
Please note: Orders placed after 3.30pm will not be sent until the next day. Orders placed after 3.30pm on Friday will not be sent until Monday (excluding bank holidays). Large item orders (that are dispatched with Parcel Force) placed after 12noon will not be sent until the next day. Large item orders placed after 12noon on a Friday will not be sent until Monday.
Worldwide Delivery - We ship with Royal Mail International offering a service which ensures your goods arrive promptly and securely. When your order is dispatched you will receive an email enabling you to track the status of your consignment online.
Restrictions & Taxes - It is important to note that you may have to pay custom duties and taxes on the items you purchase and that these local fees are not included in your Otterburn Mill invoice. Please check the Royal Mail website for more information about international charges if you are unsure. For US shipping, if the value is under $200 USD you will not have to pay duties, over this amount you will have to pay import tax.
Returns & Exchanges
Refunds - We are happy to offer refunds for item(s) that are returned in an unused, as new condition complete with labels. Items must be returned within 30 days of delivery. You can purchase a Royal Mail returns label below for £3.50 or you can also pay postage at your local Post Office. If you purchase our returns label it may take up to 48 hours for this to be emailed to you. Please include the form that was included in your delivery when you return your item(s) and obtain proof of postage. We cannot be held responsible for any items lost in transit. Refunds will not be authorised for items that have had the labels removed or are found to be soiled or used. Dog beds can only be returned if the protective cover has been used while trying the item. If your item was delivered by Parcel Force you are unable to return your item using the Royal Mail label, please contact us for further information. If you live outside the UK mainland you will be unable to use the Royal Mail label detailed above, please contact us for further information. Please be aware that refunds make take 7-10 working days to be processed and appear in your account. Our Christmas gift policy applies to orders placed between 1 November - 24 December. Any orders bought as gifts during this period can be returned 7 days from 25 December. This does not apply to sale items.
Exchanges - Unfortunately, we cannot process exchanges for products bought online. Please reorder your desired product and return the unwanted item to us for a refund following the instructions above.
Faulty Items - If the item you have ordered is faulty please contact us before attempting to return the item on 01830 520225.
Otterburn Mills Ltd, Otterburn, Northumberland, NE19 1JT