Delivery & Returns

Postage

Postage is charged at £1.20 on all orders of £5 or less in value and is free on all orders over £5

We only post to UK addresses – no international or BFPO orders will be accepted.

We aim to offer a fast service and normally despatch orders within 2 – 5 working days after payment unless otherwise advised. Orders received after 5pm are deemed to have been received by us on the following morning. Orders received after 5pm on Friday are deemed to have been received by us on the following Monday morning. If there is going to be a delay in despatching your goods we will let you know and advise you of the expected despatch date. We will email you when your order is being processed and again when it has been dispatched to keep you updated of its progress.

All items will be checked before packing them and posted to you in a secure envelope. We are not able to guarantee that an item won’t be lost or damaged in the post but we do obtain a proof of posting certificate for every order sent out. This means that we can claim for a lost or damaged item up to a maximum of £34) from Royal Mail on your behalf. Please note Royal Mail do not class an item as lost or missing until 15 working days (ie 3 whole weeks) have passed (most “lost” parcels do eventually turn up normally because they have been mis-sorted or mis-delivered and then re processed). If you think an order has been lost or damaged in transit, please email sales@ribbonmad.co.uk

The following procedure will apply for lost items:

Once 15 working days have passed from the date of dispatch, Ribbon Mad will complete the Royal Mail P58 form and send it to Royal Mail along with the original Proof of Posting Certificate for your items. Royal Mail will acknowledge receipt of the claim (usually within 2 weeks but in busy times this can be longer). Royal Mail suggest that you to check with your local sorting office as postmen do not always put a card through the door after a failed delivery and also to check with neighbours in case it has been left elsewhere. If the parcel is still missing, they will investigate the loss and will require you to sign and return a declaration stating that you do not have the parcel. Failure to sign and return the declaration in time assumes that the item has arrived and Royal Mail will then cancel the claim. Once you have signed and returned the declaration, Royal Mail will compensate us for the lost items and we in turn will pass all compensation on to you. You are then responsible for ensuring that this refunded money can be returned to Royal Mail should your parcel subsequently arrive even if this is beyond the original 15 working day cut off period. The whole process should be completed within 30 days but it can take longer if several items from the same area are lost, if there is a delay in you returning the declaration to Royal Mail or if Royal Mail need to contact either party for further details. Unfortunately Ribbon Mad is unable to speed up the process for claiming for lost parcels as it is entirely subject to Royal Mail rules and procedures. We will however assist fully with all claims and provide a copy of the Proof of Posting to all customers upon request.

For damaged items:

You must retain the damaged items along with the original packaging in order for us to make a claim with Royal Mail. Royal Mail requires proof of all damages and also the opportunity to inspect the damaged packaging so this must be retained if you would like to pursue compensation. If your item arrives damaged, please contact us at sales@ribbonmad.co.uk We will then begin the claims process described above.

If you require a greater level of insurance on an order or wish to request a signed for service, please contact us prior to placing your order for a quote.

Every effort will be made to deliver the goods as soon as possible after your order has been accepted. However Ribbon Mad will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. In this case, Ribbon Mad will inform you as soon as possible.

Returns Policy

We take great care to describe all of our products fully and accurately and to ensure that you will be happy with every order that you place with Ribbon Mad.

If an item is faulty we ask that you please contact us by email or telephone (0208 643 8949) for a refund and return authorisation. We cannot offer refunds on goods that you simply do not like or that you find unsuitable unless they are faulty or wrongly described by us. Your statutory rights are not affected.

Any shortages/discrepancies must be advised within 7 days of receipt of your parcel.

We will process returns as quickly as possible.

We cannot be held liable for goods lost in transit whilst being returned to us. In this event you must obtain compensation from the postal service involved. To safeguard your return package, please telephone us before returning any goods and then obtain a free proof of posting certificate from the Post Office when posting the item(s).