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Delivery - United Kingdom
As of January 2015 we have updated the way that we charge for postage within the United Kingdom. For delivery within Mainland UK, for orders under £100 there is a small delivery charge of £3.99. For orders over £100 delivery is free.
For all other areas in the UK, shipping costs have been calulated based on the weight and size of the goods ordered. For orders under 2kg we use First Class Post which is the most cost effective method. For orders over 2kg we use Interlink Express 48 hour service. Where possible we use First Class Post for smaller items which keeps the cost down. At checkout all customers will need to select the area of the UK in which they live from the following list in order to be charged the correct postage.
Please note that if we receive an order with an incorrect delivery charge due to the appropriate Delivery Zone not being selected, we will contact the customer to take a further payment where required. The order will be dispatched once the right postage and packing has been paid.
- UK Mainland
- UK Scottish Highlands*
- UK Scottish Islands**
- UK Northern Ireland
- UK Isle of Wight
- UK Scilly Isles
- UK Isle of Man
- UK Channel Islands
Delivery Charges - UK
Cost of Order
Cost of Delivery
First Class Post or Interlink Express
£100 or more
Scottish Highlands*, Northern Ireland,
Size of Parcel
Cost of Delivery
First Class Post
First Class Post
Interlink 48 hour
Scottish Islands**, Scilly Isles, Isle of Man, Isle of Wight, Channel Islands
Size of Parcel
Cost of Delivery
First Class Post
First Class Post
Interlink 48 hour
*Scottish Highland postcodes for purposes of delivery include AB30-38, AB44-56, FK17-99, G83, IV1-28, IV30-39, IV52-43, IV63, KW1-14, PA21-33, PA34-40, PH18-26, PH30-41, PH49-50
**Scottish Islands postcodes for purposes of delivery include HS1-9, IV40-51, IV55-56, KA27-28,KW15-17, PA20, PA30, PA32-34, PA41-49, PA60-78, PH42-44, ZE1-3
Postal charges are based on the weight of a parcel. Smaller orders are sent by Airmail and cost £3.99, and larger orders too large for the post are sent by courier which costs £16. Please select the Irish Republic as the Delivery Zone during checkout.
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 (excluding weekends and bank holidays). 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 at the latest (most are 1 to 2 days) but some may take a little longer especially at Christmas!
Next Day Delivery
Very soon we will have this option available on the website, but for the time being if you need your order quickly please let us know and we will do our best to help you. Orders placed by 11.30 can usually be sent out on the same day, but do let us know so that your parcel can jump the queue!
Delivery by Royal Mail First Class Post
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.
Delivery by Courier
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 courier service with either Interlink or another courier.
Don't forget that it may take up to 2 days for us to process your order before handing it over to a courier so it is not a guaranteed 24 hour or 48 hour delivery, however, we are normally very speedy! If you do need something urgently please let us know as we can send out orders very quickly when required.
Delivery by Interlink Express
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 all of the couriers we use 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. They will not leave an order in a safeplace without a signature.
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
Please note that between now and 3 September 2015 we will NOT be dispatching any LARGE orders to countries other than the UK and the Euro Zone. Small orders will be dispatched as usual but anything over 2kg will not be sent until after 3 September. For example, an order for a 46-50cm Gotz doll which would weigh more than 2kg, would not be sent until September. If there is something that you desperately want, then I would advise placing an order to ensure that the stock is allocated to you. We sincerely apologise for any disappointment and inconvenience that this may cause.
Which countries do we ship orders to?Please refer to the tables below to see if we ship to your country. If your country is listed then you can place an order on the website.If we don’t deliver to your country, please send us a precise list of 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 to be delivered outside of Europe due to the size and weight, and they will be very expensive to ship.
How much does Petalina's shipping cost?
Our shipping prices for all countries are based on weight, so as items are added to the shopping basket the shipping cost will increase.
There are several methods available and some countries will be given a choice:
This is a very cost effective method that utilises worldwide postal systems. Orders are delivered by your normal postal delivery service. Limited tracking available.
As a guide this is how long delivery takes using our Economy Service. These times are the aims of our shipping company and not guarantees, so please allow up to 4 weeks for delivery.
Europe – From 4 to 8 working days
USA and Canada - From 7 to 12 working days
Rest of World – From 10 to 15 working days
DPD - Europe only
We use DPD all the time at Petalina and our customers really appreciate the service that they provide. Most countries within Europe are able to choose DPD as their shipping method if they wish. Parcels travel by road, all orders can be tracked, and DPD sends messages by text or email to keep customers informed of delivery. Customers can very easily change the delivery day if needed, and on the day of delivery every customer is given a one hour delivery slot so that they don't have to wait in all day. It's a fabulous service.
Delivery times in across Europe range from 4 to 8 business days. Further information is provided about the delivery time to your country when you choose the shipping method.
Express - USA only at the present time
This service is the fastest shipping method available. Orders are sent with major international couriers and take between 2 and 4 days to arrive. At the current time this is only available for the USA, but we will happily provide quotations to upgrade any order to express if requested. You would then be sent a Paypal invoice to pay the extra shipping charges.
Delivery Costs - Europe
Delivery Costs - Rest of World
* Price to ship a 50cm doll in an average sized box using our standard economy shipping method
After your order has been dispatched you will be sent an email containing tracking information. All of our shipping services provide tracking although our economy service is less thorough. Small parcels going to Australia are the only items that can't be tracked.
If you require very detailed tracking and precisely timed deliveries then it would be advisable to choose DPD or Express if available.
Payment of Value Added Tax (VAT)
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.
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.
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.
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 using a trackable insured method, as Petalina cannot be held responsible for any returns lost or damaged in the post.
For boxes under 2kg Royal Mail First Class Post is the fastest method of return with little risk of damage. As an alternative there are several websites where you can book a collection by a courier, or you can drop off parcels at Parcel shops, such as at myHermes or P4D.
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 Ltd, RBLI, Bradmere House, Brook Way, Kingston Road, Leatherhead, Surrey, KT22 7NA.
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 extremely 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 click the button to request an email once the item is back in stock.
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 good 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.