When ordering online we know that it can sometimes be difficult to find all the necessary and useful information about your order and the delivery times and methods. We have put this page together to help you understand our delivery process in a bit more detail.
Delivery in the UK
UK parcels are sent using First Class Royal Mail and should be with you within 1 to 3 working days, including Saturdays. Please note that these times are not guaranteed by us and are just estimates from Royal Mail. For more information you can visit the Royal Mail website at www.royalmail.com.
Delivery in Europe and Rest of World
International deliveries are typically sent via Royal Mail Airmail Small Packets and should be delivered between 3 and 7 working days to Europe and 5 to 7 working days to the Rest of the World. Please note these times are not guaranteed by us and are just estimates from Royal Mail. For more information you can visit the Royal Mail website at www.royalmail.com.
Please be aware that in certain circumstances overseas deliveries can take up to 4 weeks to arrive – this is very rare, but it does happen occasionally. We also cannot be held responsible for any delays resulting from postponements due to customs clearance, strikes or political/civil unrest.
DHL
Orders where express delivery is chosen are sent using DHL Express. Almost all global destinations are reached within a 1-2 day transit time (Australia 3 days). You will receive a tracking e-mail with your shipping number and link to the DHL tracking website, with options to sign up to e-mail or text notifications on your order’s process.
On Demand Delivery (ODD) Express customers are provided with an estimated date of delivery within one hour of your order being collected by DHL, and you can choose how you wish to receive your delivery, with options including;
- Reschedule for another day
- Leave with a neighbour
- Leave in a safe place
- Deliver to a DHL Service Point (45,000 locations worldwide)
- Deliver to an alternate address
- Hold until you return from vacation
Delivery duties
All orders sent outside of the UK are shipped on a DDU (Delivery Duty Unpaid) basis and may be subject to local customs import duty which is charged on the value of the purchase. Payment of these fees is the sole responsibility of the customer. Payment of the duty charge is necessary for the release of your order from customs on arrival to your country.
If you refuse to pay any import duty levied against your shipment, or refuse delivery of an order, resulting in the shipment being returned to Pi Supply then all related returns charges plus a minimum administration charge of £10.00 (or equivalent currency at current exchange rate) may be charged against your final refund amount at our discretion. We are reasonable people (and we hope you are too!) and we always want you to have a happy experience, so we will do our best to come to a mutually agreeable outcome in such situations.
Lost in transit
Royal Mail does not consider an item to be “lost in transit” until 14 days after shipping for UK orders or 25 days after shipping for international orders.
Therefore if you have not received your items after 4 weeks from receipt of the “Order Complete” email (or 2 weeks for UK orders) then please get in touch with us as soon as possible. Once we know you have not received your item we will investigate the matter fully both internally and with our carriers and will work with you to provide a mutually acceptable resolution.
Other shipping info
Sometimes we will at our own discretion use a courier for higher priced items both for UK and international orders. We reserve the right to use whichever delivery service we like, without informing you of a change first. However if a signature will be required for your item due to it being delivered by a courier instead of by Royal Mail, we will endeavour to let you know.
We aim to despatch all packages within 1 working day of your order (excluding weekends) for in stock items. However, during busy periods this time-frame may be longer. If you have any questions about your order then don’t hesitate to contact us.
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Last updated: 17th January 2015