DELIVERY POLICY
UK orders will be posted 48 hour tracked & International orders will be posted Tracked delivery as outlined below.
Send a gift
We offer a FREE gift wrap service, if you purchase a greetings card we can also write a message in the card, so you can then send a gift from anywhere in the world to the UK.
At checkout simply tick the gift wrap box.
Our Address:
The Red Squirrel, 129 Newlaithes Avenue, Carlisle, CA2 6PP. All online orders are dispatched from our HQ here in Carlisle.
We currently post to the UK, Australia, and New Zealand. Postage is automatically added on to the cost of the item.
We aim to dispatch all orders within 2 working days (most orders are dispatched the same day Mon - Friday)
For UK Deliveries:
For orders that total up to £14.99, the postage charge will be £3.50
For orders that total £15.00 or more, the postage will be FREE!
All orders are posted 48 hour tracked delivery, either with Royal Mail or Evri - YOU CAN SELECT THE CARRIER AT CHECKOUT.
We also offer the opportunity to upgrade to next day/24 hour delivery. The options for this will be available at checkout.
We provide tracking information which is sent to you when we dispatch the order. The buyer is responsible for informing The Red Squirrel if you do not receive your parcel so we can then chase this up with the courier. The quickest way to get in touch is to email us - info@theredsquirrel.co.uk as emails are monitored most of the day.
INTERNATIONAL ORDERS
DUE TO IMPORT FEES FROM VARIOUS COUNTRIES WE CAN ONLY SHIP TO AUSTRALIA AND NEW ZEALAND.
AUSTRALIA
International deliveries are posted by Royal Mail Tracked International Service. The cost is calculated during check out.
For orders that total $60 or less, the postage charge will be $22.00
For orders that between $60.1 and $199, the postage charge will be $60.00
For orders over $200 the postage is FREE!
Customers are responsible for their own custom/import fees if this are applicable.
New Zealand
International deliveries are posted by Royal Mail Tracked International Service. The cost is calculated during check out.
For orders that total $70 or less, the postage charge will be $40.00
For orders that between $70.1 and $199.99, the postage charge will be $60.00
For orders over $200 the postage is FREE
Customers are responsible for their own custom/import fees if this are applicable.
PLEASE NOTE - The buyer is responsible for any import, Customs and VAT charges. International buyers are asked to ensure they know what these may be BEFORE placing an order, thank you.
REFUND POLICY
This policy is valid for UK, Australia and New Zealand.
For online purchases we have a 14-day return policy, which means you have 14 days after receiving your item to request a return if the product is not what you expected.
To be eligible for a return, your item must be returned to us in the same condition that you received it, unused, with tags still attached, and in its original packaging.
We are unable to accept a return if the item has been used and it is not in the 'brand new' condition.
If the item is not faulty, the return postage will be at your own expense.
To start a return, you can contact us: info@theredsquirrel.co.uk.
Damages and issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can look into the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@theredsquirrel.co.uk.