SHIPPING & RETURNS
Postage & Packing
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Our postage & packing rates are calculated at time of check out. The fixed cost is £3.95 unless your order exceeds £30, in which case postage & packing is Free.
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We use Royal Mail for parcels and First Class Royal Mail for envelopes that will fit through the door.
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PLEASE NOTE THE FOLLOWING:
We do our best to get things out as quickly as possible to you but as a small business, please allow up to 3 days for dispatch unless you prefer to opt for our express service. Orders over £30 are still charged the express rate if this option is chosen. We send most items 48hr tracked or 48 hr tracked and signed for via Royal Mail. If you do not wish for your parcel to be signed for, please add this to the notes. We will not accept responsibility for parcels stolen off front porches if you have specifically requested to have it "not signed for".
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If you are not in when a delivery attempt is made, a calling card should be left for you to re-arrange delivery. If you are likely to be out during the day, it might be more convenient to have your order sent to your workplace. If you do not want us to use the "signed for" option on your package, please mention in the notes section of your order.
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Please ensure that your delivery address and postcode are correct before paying for your order. We are not able to take responsibility for delayed or undelivered orders where an incorrect or incomplete delivery address has been provided. If your order is being delivered to a workplace, please make sure that you have included the company name if required along with the name of the intended recipient.
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We cannot guarantee that your order will arrive in the delivery estimates outlined. All delivery estimates are based on Royal Mail advice and the postal network can experience delays at busy times.
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Unfortunately, we are not able to change a delivery address once an order has been dispatched.
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Thanks for shopping with us! We hope you love your purchase as much as we do!
Returns & Faulty Items
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We hope that you’re totally happy with your Lightning Tree order, however, if you’ve changed your mind at all you can return the items for a full refund of the cost of the product (this excludes cost of shipping) within 14 days. Please contact lightningtree@btinternet.com to let us know to expect your return.
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The item(s) must be unused, in the original packaging and wrapped up carefully, so that it arrives back with us safe and sound. Please also include your order number and name to help us track down your order details quickly.
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The customer is responsible for covering the cost of return postage. Please choose a tracked or signed for service as we cannot be held responsible for any returns that go missing in the post. Returns are to be sent to: Lightning Tree, 27 Pool Bank, Port Sunlight, Wirral, Merseyside, CH62 5EX.
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There are certain situations where only partial refunds are granted.
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Items with obvious signs of use.
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Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
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Sale items. Only regular priced items may be refunded, sale items are considered a final sale and are not eligible to be refunded.
Returns and exchanges can take up to 4 working days to process. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Refunds are processed to the same payment method you originally paid with e.g the card that you paid with or your PayPal account. Refunds can typically take up to 3-5 working days to reach your account. If you haven’t received a refund after 3-5 days after notification, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at lightningtree@btinternet.com
Faulty or Damaged Items
Please contact lightningtree@btinernet.com and if we’re not able to offer a replacement, then we’ll offer a refund or exchange. We will ask to see a photo of the faulty item. Photos are useful not only for checking out the fault or the damage, but also for passing across to the manufacturer. We will refund return delivery costs if a faulty item needs to be returned to us.