Postage, Returns & Exchanges
Orders are usually dispatched the next working day.
Standard delivery orders will be dispatched via Royal Mail *2nd class mail*. This is not a tracked service – please allow up to 5 working days after dispatch for your order to arrive. If you need your parcel more quickly, please select alternative shipping methods such as Express or Courier at checkout or contact us via email.
Please note that delivery times with Royal Mail do vary especially during busy periods so if you need your goods to be with you within a short time-frame we strongly recommend you choose the courier/express option.
Standard UK orders weighing over 2kg will automatically sent via a tracked service with Parcel Force. We will send tracking information to your email address once the order has been dispatched.
Choosing courier means your order will be with you within 48 hours of dispatch (2 working days, Saturday, Sunday and bank holidays are not included). Please note, orders may arrive within 24 hours of dispatch, but this is not guaranteed. Our usual partners for Express Delivery are UPS or Parcel Force.
Standard Postage – 2nd class - £2.99 for orders up to 1kg, £3.99 For orders up to 2kg.
First class: £3.99 for orders up to 1kg, £5.99 for orders up to 2kg.
48hour Express Delivery – £9.95 (48 hour service only available in the UK)
For standard delivery, please allow up to 5 working days from dispatch for your order to arrive.
For orders with a delivery address outside the UK your package will be sent by standard Royal Mail delivery and delivery times vary depending on your geographical location. Please see www.royalmail.com for further details on expected delivery times for your location. Deliveries outside of the EU can sometimes take several weeks to certain destinations. International courier rates are available for urgent shipments. Please check the dropdown menu at checkout, or email us at email@example.com for a quote if you need your order urgently.
*** Holiday season postage: During December and in the lead up to Christmas please allow extra time for orders to arrive. While incognito will still despatch within the same time frame, the large volumes of post going through Royal Mail services at this time of year can cause delays. If you need products by a certain date and are not sure if you have left enough time, please contact the office on 0207 792 8687 to check delivery options. Remember also that the post can continue to be delayed until any royal mail backlogs are cleared. Our office will be closed from 23rd December to 3rd January. Please email any enquiries to firstname.lastname@example.org.
incognito® Returns Policy
It is important that you to check your order upon receipt and always before use. If there are any faults in the order you receive we ask that you report these to us as soon as possible so that we can start to work out a solution for you.
Your statutory rights
Our Returns Policy does not affect your statutory rights.
For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
Please email us on email@example.com and attach any pictures you have of the damage to the email. A member of our team will review the details and offer the best resolution to resolve your query.
We want you to be totally happy with the products that you order from us, so in the unlikely event that we supply goods that are faulty, we will offer you either an exchange or a full refund up to 30 days after your purchase. In certain cases we may require photographic evidence of the damaged goods.
Please contact us before returning any goods. The best way to do this is to send an email to firstname.lastname@example.org with details of your order, and why you wish to cancel or return some or all of the items.
Once you have contacted us, you have 14 days with which to return the goods to our offices. The goods must be returned to us unopened and unused. We will then reimburse you within 14 days from the day we have received the returned goods. Until the goods arrive with us, they remain your responsibility so we recommend you obtain proof of postage from the post office when returning the goods. We will require a copy of this should the goods not arrive back to us at our address below.
Please direct returned goods to:
Unit 10 Baseline Business Studios
If you wish to cancel your order, you have 7 days from the day you place your order. To do so, please send a clear, written confirmation to email@example.com, and include the following information:
- Order date
- Name of customer
- Address of customer
- Order method: telephone or online
- Details of goods returned and reason for return