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Delivery

Delivery - Great Britain

As of March 2013 we have changed the way in which we charge for postage. At checkout all customers will need to select the area or country where they live.  The rates of postage are based on two factors – the location of the delivery address and the weight of the parcel.  All of the products have been weighed and as you add them to your basket our website will calculate the weight and the appropriate postage.

How long will delivery take?

We will endeavour to prepare your order for posting as quickly as possible, normally between 1 or 2 working days of receiving your order. On the day that your order is dispatched you will be sent an email letting you know that it has been sent. Please then allow a further 1 or 2 working days for your order to reach you. Most orders are therefore delivered within 4 working days but some may take a little longer especially at Christmas! If you need your order quickly please let us know and we will do our best to help you.

Delivery Charges - UK

For purposes of setting delivery charges the UK has now been broken down into UK Mainland, Scottish Highlands, Scottish Islands, Northern Ireland, Channel Islands, Scilly Isles, Isle of Man and the Isle of Wight.

Postage and packing for lighter parcels are charged at £3.75 and for larger orders the cost is £5.00.

For non-mainland UK destinations we have set prices according to the most cost effective method of dispatch – a mixture of Royal Mail and Interlink 48 hour delivery.

UK Mainland

Small Order

Royal Mail First Class Post

£3.75

Standard Order

First Class Post or Interlink Express

£5.00

Scottish Highlands, Northern Ireland

Small Order

Royal Mail First Class Post

£3.75

Medium Order

Royal Mail First Class Post

£5.00

Large Order (2kg +)

Interlink Express

£16.00

Scottish Islands, Channel Islands, Isle of Man, Scilly Isles, Isle of Wight

Small Order

Royal Mail First Class Post

£3.75

Medium Order

Royal Mail First Class Post

£5.00

Large Order (2kg+)

Interlink Express

£21.00

Southern Ireland

Small Order

Airmail

£5.00

Medium Order

Airmail

£10.00

Large Order (2kg +)

Interlink Express

£16.00

 

Royal Mail First Class

First Class post is supposed to arrive the next day and most of the time it does. Please allow extra time for delivery by Royal Mail at Christmas.

If your parcel does not arrive, the first thing we will do, is ask you to check at your local sorting office because sometimes, for whatever reason, postmen don’t leave a card. Take some ID with you and in most cases missing parcels are found there safe and sound.

Interlink Express

We have been using the delivery services of Interlink Express for quite some time now and we are very impressed! The standard service we use for mainland UK is 24 hour. Deliveries to other areas of Great Britain use a 48 hour service. Please note that it may take up to 2 days for us to process your order before handing it over to Interlink so it is not a guaranteed 24 hour or 48 hour delivery. If you do need something urgently please let us know as we can send out orders very quickly when required.

On the day before delivery you will receive either a text or email (a text if you provide a mobile number during checkout) confirming that you will receive a delivery from Interlink. You can change your delivery at this stage if the day in question isn't suitable. On the day of delivery you will receive a further text or email from Interlink giving you a one hour slot during which time you can expect the package to be delivered. Customers have been really pleased to receive their orders so quickly and to not have to wait in all day.

Please note that Interlink Express will not leave a parcel without obtaining a signature. They will happily leave parcels with neighbours or deliver to a workplace so please think about this before placing your order.

What happens if I haven't been at home when Interlink have tried to deliver my order?

Interlink will attempt to deliver twice. On both occasions on the day of delivery they will have sent an email or text with the estimated one hour delivery slot. If this isn't convenient the day can be changed and again, another email or text is sent on this alternative day with a one hour delivery slot. If the parcel is then returned to us due to non delivery, we will book the parcel in for re-delivery but there is a £10 rebooking fee for this service.

Delivery - International

To find out if we deliver to your country, add something to your shopping basket. You will then see that there is a drop down box called Delivery Zone for you to select your country. If your country is included in the list we can easily send something to you and prices for shipping for what you have added to your shopping basket will appear automatically. We are sorry if your country isn't yet included but we are adding new countries all the time. Please let us know if you would like us to deliver to yours!

If we don’t deliver to your country, please let us know exactly what you would like to order and we will let you know how much shipping will be. It is inadvisable to order heavy wooden dolls furniture and prams due to the size and weight, and they will be very expensive to ship.

How much does shipping cost?

For every Delivery Zone there is a sliding scale of prices which will change depending on what you order. All of our products have been weighed and the website will add up the weight of the products in your basket and charge Postage and Packing accordingly. Prices are based on the most economical shipping method available to us and we use several different companies. 

How long does delivery take?

The reason why we can offer such reasonable prices for International delivery is because the company we are using do not offer an express service. They aim to deliver parcels in the following time scales. However, these are aims and not guarantees so please allow up to 4 weeks for delivery. 

Europe – up to 2 weeks

USA/Canada – between 2 and 3 weeks

Australia – between 3 and 4 weeks

If you have a deadline looming and would like a faster delivery, please get in touch and we can look at using other couriers.

Can I track my order?

The delivery service that we are using utilises postal services around the world which is why costs are so reasonable. So the tracking ability is only as good as the tracking service available for the postal system where you live, and some are better than others. Our experience with the service has so far shown us that, after a couple of days following dispatch, a note can be seen that shows the parcel is in the system, and then more information is added when the parcel is successfully delivered or an attempted delivery has been made. Please do not expect to be able to track your parcel throughout it's journey - a little patience is needed. 

When your order is dispatched you will receive an email confirming this. This email will also include your tracking number.

If you have the parcel number for your order the best way to see tracking details is to visit a tracking website which you can do by clicking here. On this website insert your parcel number into the empty box and select 'Track with Options' which will take you onto another page. On this page look into the very top left hand corner and click the tab that says 'Select Country'. Click on that and select your country from the list and you will be taken to the tracking page of your country's postal website which will be in your language. Hopefully, there will be information there for you about your order. You may be able to request updates by email - certainly this is true in the US.

Payment of Value Added Tax

If you reside in the European Economic Community (EEC) you will be charged 20% Value Added Tax (VAT) on the total cost of your order including the delivery charge.

If you reside outside the EEC you will not be charged VAT.

If you live in Australia, North America or a Non EC country, if you add a product to your shopping basket and then go to the basket and select your country in the delivery zone, the prices of all products will be displayed without VAT and you will also see an approximate price in your own currency. This is approximate because exchange rates vary and our website does not automatically know the latest exchange rate.

The Petalina website will display prices either including or excluding VAT based on two factors. Firstly, it will use the IP address of your device to decide which prices to display. IP addresses are registered by different countries and the website will use this information to determine whether to show VAT inclusive prices or not. The second factor is determined by the customer using the website and selecting their correct Delivery Zone. All of the zones are set so that the prices displayed are correct. Therefore, when a customer purchases and selects their delivery zone, they will be shown the correct prices to be paid for their country. A confirmation email showing the prices paid will also be sent to the customer after purchase. 

If Petalina does not deliver to your country and you would like to calculate the cost of our products without VAT, just divide the price shown by 1.2 to give the price without VAT.

If you are buying from outside the EEC but the goods are to be sent to an address within the EEC, you will be charged 20% VAT at the time of purchase as the goods will be used within the EEC and therefore VAT must be paid.

Russia - we are unable to ship to Russia and Belarus due to restrictions put in place by Russian Customs.

 

 

International Returns - our returns policy still stands for all purchases wherever in the world they are coming from. However, it is the responsibility of the customer to pay for the cost of returning the item to us. We still require the goods to be returned in pristine condition in their original packaging so that the goods can be resold.

If a product arrives faulty or damaged then Petalina will do it's best to rectify the situation and replace goods as required. However, we ask that our customers help us by returning the faulty goods to us by the most cost effective method available which we will then refund.

Packing

In order to help conserve the planet we recycle boxes and packing where possible and also use some packaging materials that are made from recycled material. We try to use packaging materials that can be easily reused or recycled, so please do so if you can.

Gift Wrapping

We will very happily gift wrap items for you. We have a selection of good quality wrapping paper, cards, tags and ribbon in the Gorgeous Gifts section. Paper is mostly sold per sheet and they are standard in size so do order enough to cover the items. You will need two sheets to cover many of the doll boxes including Kidz 'n' Cats and Precious Day dolls. You can always order plenty and we can refund you for any unused sheets! We will also add ribbon free of charge. Please let us know if you would like us to write a birthday card for you too. There is a notes section during checkout where you can leave instructions, but if you have a lot to say it may be better to send an email via the contact form providing us with your name and order number.

Returns Policy

Petalina hopes that you will really love your purchase. However, if for any reason you do not, then simply return it to us. All we ask is that you return your purchase to us in perfect condition in it’s original display box/packaging within 14 days of receipt. Please ensure that the item is well protected and wrapped carefully to avoid damage in the post. Finally, you just need to include a copy of your receipt with your return, together with a brief reason for the return.

We will be happy to exchange the item for you or provide you with a full refund.

Please let us know of your intention to return something before doing so, just to make sure there is someone available to take in the parcel. May we suggest that you keep your postal receipt as proof of posting, and maybe consider returning more expensive items via registered post, as Petalina cannot be held responsible for any returns lost or damaged in the post.

For boxes over 2kg Royal Mail is now very expensive. As an alternative there are several websites where you can book a collection by a courier, such as P4D.co.uk, and pay using Paypal. More insurance is also included in the cost compared to Royal Mail.

We will let you know by email when we have received your parcel and that a refund or exchange has been processed for you.

Customers are required to pay for their own postage when returning items to us, unless the items are faulty, and in which case we would refund the cost of the return postage. Customers returning goods within the EU are protected by the Distance Selling Regulations and we will therefore refund the cost of the original postage and packing should the customer return the complete original order to us. If only part of the order is returned we will not refund the cost of return postage. 

Please send your returns to:
 Petalina, 55 Ashley Road, Epsom, Surrey KT18 5BN.

Non-delivered/Missing Orders

If you are concerned that your order has not arrived and may be lost please let us know and we will confirm how the order was sent to you.

First Class Post

Orders sent by first class post should normally reach you within 1 to 2 days of posting but sometimes may take longer. Generally Royal Mail First Class is fantastically reliable but occasionally things do go wrong. The severe weather during 2010 severely interrupted Royal Mail deliveries.

If your order hasn't arrived, the first thing you will be asked to do is confirm that the address you provided is correct. Then we will ask you to check at your local sorting office to see if your order is being held there for you. Sometimes cards aren’t left by postmen or are mislaid and very often missing parcels can be found here. However, don’t leave it too long before visiting the sorting office as uncollected parcels will be returned to us. Unfortunately, we we are unable to replace goods that have been posted to an incorrect address provided during the checkout process.

If your parcel still hasn’t arrived after 16 working days from the date of posting, Petalina will send a replacement package or provide a refund if you would prefer. You will also be refunded accordingly if any of the items originally ordered are not available.

Delivery by Courier

Delivery by courier is very reliable. However, if your order doesn’t arrive you will be asked to confirm that the address you provided us with is correct and we will then do our best to trace your order for you. If it cannot be traced we will send out a replacement order for you or process a refund, if that is what you would prefer. You will also be refunded accordingly should any part of the original order no longer be available.

Faulty or Damaged Goods

Whilst we do our utmost to ensure that your goods reach you in perfect condition, if you do find a problem with your order on receipt, please let us know immediately. It is helpful to send us a photograph of the problem. In this situation we will arrange for a replacement to be sent to you as soon as possible. You will be asked to return the damaged item to us and of course we will refund all postage costs incurred. You should send faulty items to us at:

Petalina Ltd, 55 Ashley Road, Epsom, Surrey, KT18 5BN

Out of Stock Items

The stock control system is automated and stock is allocated to orders on a first come first served basis. If a product in your basket is unavailable at the time of check out you will not be able to purchase it. If you would like us to let you know when the item is available again, please send an email to that effect.

Customer Collection

Customers living in the local Epsom area are very welcome to come and collect their orders from our premises. However, collection is by appointment only so please pre-arrange with us when you would like to visit. Monday, Wednesday and Friday mornings are the best days for us but if you cannot collect at these times we will do our best to accommodate you.

During checkout you need to select 'Collection' under Delivery Zone and no postage will be charged. Write a note in the Delivery Instructions box giving an indication of the day and time you would like to come and we will be in touch shortly.