Delivery

Same Day Dispatch

Applies to all orders received before 3pm Mon-Fri and before 10:30 on Saturdays excluding public holidays and any other occasions when Royal Mail are not collecting post. Same Day Despatch is subject to stock availability. In the unlikely event we are out of stock of any items you order, we shall contact you immediately with an estimated delivery time and the option to alter or cancel your order if you wish.

Packaging

Royal Mail requires that items should be packaged suitably depending on the nature of the items in the parcel.

Some items on our website are listed with the option of packaging in a jiffy bag or cardboard box to reduce postage and packaging costs. This option is provided for our customers benefit at the customers risk. If the customer chooses the cheaper option, and chooses to have their order packaged in a jiffy bag the order is sent with no guarantee against damage. If no option is provided for any of the items in the parcel, The Black Swan Shoppe Ltd accepts responsibility for packaging the order correctly according to Royal Mails guidelines.

UK Postal Options

Tracked 48hr

  • Tracked to the destination.
  • No signature required on delivery
  • Can be left in a safe place*. (Please add a note to the "Additional Shipping Requirements" box during the checkout)
  • 98% of parcels are delivered within 2 working days.
  • Insured value: £100.00
  • Deemed Lost: 10 Working Days

*Safe Place:

Please note that if a Safe Place is designated for your parcel to be left and Royal Mails tracking shows the item being scanned at the delivery address or safe place then the parcel will be deemed as delivered. Safe place is used entirely at the risk of the customer.

In the event of loss/non delivery

"Tracked" is Royal Mails new service which offers a courier standard of service, which is much more efficient and reliable than their standard services without the premium of Special Delivery. The majority of parcels sent by tracked 48hr are delivered within 2 working days but this is not guaranteed and no compensation can be offered for a delayed parcel. The Parcel is tracked on route and is scanned at the destination. If scanned at the destination then the parcel will be deemed as delivered.

Royal Mails guidelines stipulate that we must allow 15 working days before considering a parcel as lost. In our experience if a parcel has not been delivered in 7 working days it is very unlikely to turn up. Other than in exceptional cases (See below) will then offer to re-send the order or issue a refund. We are very understanding people at The Black Swan Shoppe Ltd and realise 7 working days can be a long time to wait. We welcome any customers to make a repeat order if they need their goods immediately and they are not confident their order is going to be delivered. If both parcels do arrive they are welcome to return one for a refund.

Exceptional circumstances:

  • During times when we would expect delays such as but not limited to Postal strikes, Adverse Weather and Festive seasons we may extend the 7 day period.
  • If the customer has supplied us with the incorrect address no refund or offer of a replacement can be offered.
  • If a customer has requested that their parcel be left with a neighbour or in a safe place, for example but not limited to “In the porch,” “Behind the bin,” “in the electric cupboard” The Black Swan Shoppe Ltd will not be able to resend the order or offer a refund.

Tracked 24hr

  • Tracked to the destination.
  • No signature required on delivery
  • Can be left in a safe place*. (Please add a note to the “Additional Shipping Requirements” box during the checkout)
  • 98% of parcels are delivered next working day.
  • Insured value: £100.00
  • Deemed Lost: 10 Working Days

*Safe Place:

Please note that if a Safe Place is designated for your parcel to be left and Royal Mails tracking shows the item being scanned at the delivery address or safe place then the parcel will be deemed as delivered. Safe place is used entirely at the risk of the customer.

In the event of loss/non delivery

"Tracked" is Royal Mails new service which offers a courier standard of service, which is much more efficient and reliable than their standard services without the premium of Special Delivery. The majority of parcels sent by tracked 24hr are delivered the next working day but this is not guaranteed and no compensation can be offered for a delayed parcel. The Parcel is tracked on route and is scanned at the destination. If scanned at the destination then the parcel will be deemed as delivered.

Royal Mails guidelines stipulate that we must allow 15 working days before considering a parcel as lost. In our experience if a parcel has not been delivered in 7 working days it is very unlikely to turn up. Other than in exceptional cases (See below) will then offer to re-send the order or issue a refund. We are very understanding people at The Black Swan Shoppe Ltd and realise 7 working days can be a long time to wait. We welcome any customers to make a repeat order if they need their goods immediately and they are not confident their order is going to be delivered. If both parcels do arrive they are welcome to return one for a refund.

Exceptional circumstances

  • During times when we would expect delays such as but not limited to Postal strikes, Adverse Weather and Festive seasons we may extend the 7 day period.
  • If the customer has supplied us with the incorrect address no refund or offer of a replacement can be offered.
  • If a customer has requested that their parcel be left with a neighbour or in a safe place, for example but not limited to "In the porch," "Behind the bin," "in the electric cupboard" The Black Swan Shoppe Ltd will not be able to resend the order or offer a refund.

1st Class Packet/2nd class packet

  • Standard un-Tracked delivery service.
  • 98% of parcels are delivered within 2 working days.
  • Estimated delivery time: 1-3 Working Days
  • Insured value: £50.00
  • Deemed Lost: 7 Working Days

In the event of loss/non delivery

The speed and efficiency of Royal Mails service has vastly improved of the last few years and we have to take our hats off to them but unfortunately parcels do still go missing from time to time.

Royal Mails guidelines stipulate that we must allow 15 working days before considering a parcel as lost. In our experience if a parcel has not been delivered in 7 working days it is very unlikely to turn up. Other than in exceptional cases (See below) will then offer to re-send the order or issue a refund. We are very understanding people at The Black Swan Shoppe Ltd and realise 7 working days can be a long time to wait. We welcome any customers to make a repeat order if they need their goods immediately and they are not confident their order is going to be delivered. If both parcels do arrive they are welcome to return one for a refund.

Exceptional circumstances

  • During times when we would expect delays such as but not limited to Postal strikes, Adverse Weather and Festive seasons we may extend the 7 day period.
  • If the customer has supplied us with the incorrect address no refund or offer of a replacement can be offered.
  • If a customer has requested that their parcel be left with a neighbour or in a safe place, for example but not limited to "In the porch", "Behind the bin", "in the electric cupboard" The Black Swan Shoppe Ltd will not be able to resend the order or offer a refund.

1st Class/2nd class Signed for

  • Tracked delivery service, requiring a signature on delivery.
  • 98% of parcels are delivered within 2 working days.
  • Estimated delivery time: 1-3 Working Days
  • Insured value: £60.00
  • Deemed Lost: After 7 Working Days
  • In the event of loss/non delivery:

Royal Mail will not accept responsibility for non-delivery if nobody is there to sign for the parcel. A card will be posted through the door informing the customer to collect from the local sorting office or to arrange re-delivery. If the parcel is not collected within 7 days the parcel will be returned to The Black Swan Shoppe Ltd. The Black Swan Shoppe Ltd will re-send the parcel once with no extra postal charge. In the event of a second returned parcel we can re-send the parcel at the customers expense or refund the goods according to the usual returns policy.

Royal Mails guidelines stipulate that we must allow 15 working days before considering a parcel as lost. In our experience if a parcel has not been delivered in 7 working days it is very unlikely to turn up. Other than in exceptional cases (See below) will then offer to re-send the order or issue a refund. We are very understanding people at The Black Swan Shoppe Ltd and realise 7 working days can be a long time to wait. We welcome any customers to make a repeat order if they need their goods immediately and they are not confident their order is going to be delivered. If both parcels do arrive they are welcome to return one for a refund.

Exceptional circumstances

  • During times when we would expect delays such as but not limited to Postal strikes, Adverse Weather and Festive seasons we may extend the 7 day period.
  • If the customer has supplied us with the incorrect address no refund or offer of a replacement can be offered.
  • If a customer has requested that their parcel be left with a neighbour or in a safe place, for example but not limited to "In the porch", "Behind the bin", "in the electric cupboard" The Black Swan Shoppe Ltd will not be able to resend the order or offer a refund.

Special Delivery

  • Guaranteed, fully tracked next WORKING day delivery to the specified address before 1pm, which requires a signature upon delivery.
  • Guaranteed delivery time: Next Working Day
  • Insurance: £500-£2500
  • Deemed Lost: After 10 Working Days

In the event of loss/non delivery

Royal Mail will not accept responsibility for non-delivery if nobody is there to sign for the parcel. A card will be posted through the door informing the customer to collect the parcel from the local sorting office or arrange re-delivery. If the parcel is not collected within 7 days the parcel will be returned to The Black Swan Shoppe Ltd. The Black Swan Shoppe Ltd can re-send the parcel at the customers expense or refund the goods according to the usual returns policy.

Special Delivery is guaranteed by Royal Mail to be delivered the following working day before 1pm. This excludes weekends and Bank Holidays and we cannot offer Royal Mails service enhancement for delivery on a Saturday. This is not because we are stingy, this is because Royal Mail do not offer this service on the software we use.

Late Delivery

If your item sent by Special Delivery is delivered after 1pm the next working day you are entitled to a refund of the shipping charge on your order. No compensation is offered for any other losses or expenses as a result of the delayed delivery. If you no longer want the parcel as it has been delivered late you are welcome to reject the parcel or return it to us and The Black Swan Shoppe Ltd will cover your return postage costs.

Lost Delivery

All though Special Delivery is a next day delivery service, Royal Mail do not consider a parcel as lost until 10 workings days from the dispatch date. This is to allow time for the parcel to be returned to The Black Swan Shoppe Ltd if nobody is there to sign for the parcel and nobody collects it from the sorting office. We cannot offer to refund or re-send any orders until 10 working days has passed or the parcel has been returned to ourselves.

If a parcel has been signed for and is showing as delivered to the specified address on Royal Mails online tracking system The Black Swan Shoppe Ltd will deem the parcel as delivered and The Black Swan Shoppe Ltd’s responsibility ends there. If you dispute the delivery to your address you must take this up with Royal Mail.

Overseas Postal Options

ESTIMATED delivery times

  • Western Europe 3-5 days
  • Eastern Europe 4-7 working days
  • 7-10 working days for the rest of the world.

PLEASE NOTE Delivery can take up to 25 working days and no orders can be reissued or refunded until 25 working days has passed.

THE CUSTOMER IS SOLELY RESPONSIBLE FOR CUSTOMS, IMPORT DUTIES AND TAXES. The Black Swan Shoppe Ltd is not responsible for any national, regional or local customs, duties or taxes imposed by governmental authorities outside the U.K. We cannot and will not ring individual authorities to obtain import restrictions and duties for products. Please contact local import officials in your country for details on the duties and taxes you will be required to pay upon receipt of your shipment. Commercial goods cannot be marked as "gift" to avoid import duties, and the contents or value of the items contained in any shipment cannot be falsified on import paperwork.

No compensation for loss or delayed delivery can be offered under the following circumstances:

  • If the customer has supplied us with the incorrect address no refund or offer of a replacement can be offered.
  • If a customer has requested that their parcel be left with a neighbour or in a safe place, for example but not limited to "In the porch", "Behind the bin", "in the electric cupboard" The Black Swan Shoppe Ltd will not be able to resend the order or offer a refund.

Standard Airmail

Non-registered delivery service insured up to £50.00 and is used entirely at the customers risk. Generally delivered in 3-7 working days depending on the destination but in some cases can take up to 25 days. No orders can be re-issued/refunded until a valid claim can be processed. Although Royal Mail advertise Airmail as a 3-5 day delivery service this relies on the postal service of the destination country, therefore they do not consider a parcel as lost until 25 workings days from dispatch. If the parcel has not been delivered after 25 working days we shall offer compensation to the value of the order up to £50 (whichever is less)

International signed for

Fully tracked parcels with priority handling in the UK for quicker delivery. Depending on the destination country’s postal service a signature may be required at the destination address for added security and is insured up to £60.00 with the option of additional insurance up to £500. Royal Mail will not accept responsibility for non-delivery if nobody is there to sign for or accept the parcel. Depending on the destination country's postal service a card will usually be posted through the door informing the customer to collect from the local sorting office or arrange re-delivery. If the parcel is not collected the parcel will be returned to The Black Swan Shoppe Ltd. The Black Swan Shoppe Ltd can re-send the parcel at the customers expense or refund the goods according to the usual returns policy.

If the parcel has not been delivered after 25 working days The Black Swan Shoppe Ltd will deem the parcel as lost and will offer to re-send or refund the parcel.

If a parcel has been signed for and is showing as delivered to the specified address on Royal Mails online tracking system The Black Swan Shoppe Ltd will deem the parcel as delivered and The Black Swan Shoppe Ltd’s responsibility ends there. If you dispute the delivery to your address you must take this up with Royal Mail.