Beloved Frozen Joy

Delivery & Returns

Brexit Update

 

We're shipping within the UK and to the EU as normal. To our customers in England, Scotland, Wales and NI you will receive your order with Royal Mail as usual with no customs, checks or tariffs.

 

To our customers in the EU, orders are dispatched from within the EU using priority tracked airmail. You can make your purchase in exactly the same way as before and it will be delivered in exactly the same way. It will be dispatched from within the EU and so you will pay no customs fees or charges upon delivery.

 

Should you wish to return your order to us, you can still do so exactly as you normally would - just pop it in the post as usual.

 

Coronavirus (COVID-19) Update

 

It's business as usual here at LTBNHQ. Our suppliers and couriers are still operating as normal and orders are still being processed and dispatched as usual.

Our deliveries and collections are now completely contactless - our staff have no contact with any of the collection or delivery drivers, and vice versa.

Royal Mail have notified us of delivery delays due to the volume of mail they are handling. We are still dispatching orders as normal on an expedited service with Royal Mail 24, but delivery may take a few days longer. We thank you for your patience during this time.

Should you need your order by a particular date, wish to be able to track your order or receive automatic updates on delivery, we strongly recommend you choose from the Tracked 24 or Special Delivery options we have at the checkout. If you don't select from these options, we will have no way to track your order or to give delivery estimates, as this information is not available with Royal Mail 24.

Royal Mail are delivering Special Delivery items up to 9pm on the day of delivery. Whilst Special Delivery is still the fastest and most reliable way to receive parcels from us, Royal Mail are not guaranteeing delivery nor offering any compensation for delivery delays or lost parcels.

If we encounter any delays to your order we will of course let you know as soon as possible.

 

We know you'll want your order as quickly as possible, which is why we endeavour to dispatch orders within 24 hours of receipt. In fact, we dispatch most orders the same day they're placed!

For guaranteed next working day delivery, place your order by midday and select the next day shipping option at the checkout. Orders placed after midday will be dispatched the following working day, Monday - Friday.

If for any reason there will be a delay with your order, we will contact you as soon as possible. If you've any questions, please don't hesitate to contact us at mail@lovetobenatural.co.uk.

 

DELIVERY WITHIN THE UK & IRELAND

 

All items for delivery in the UK are dispatched from within the UK using Royal Mail 24.

 

UK Standard Delivery

Order value under £50, delivery charge £3.95.

Order value over £50, delivery is FREE.

We use Royal Mail 24 for standard delivery, and delivery is normally within 1-3 days from order dispatch. We dispatch Monday - Friday; delivery is Monday to Saturday, excluding public holidays and includes all UK postcodes including Scottish Highlands and Islands, Channel Islands, Isle Of Wight, Isle of Man and Northern Ireland.

 

UK Tracked Delivery

Available on orders over £50, delivery charge £5.95.

We use Royal Mail Tracked 24 for Tracked Delivery, and delivery is normally within 1-2 days from order dispatch. This service is fully trackable and provides SMS updates. We dispatch Monday - Friday; delivery is Monday to Saturday, excluding public holidays and includes all UK postcodes including Scottish Highlands and Islands, Channel Islands, Isle Of Wight, Isle of Man and Northern Ireland.

 

UK Next-Day Delivery

Next-day delivery with Royal Mail Special Delivery, £6.95 (order by midday).

We dispatch Monday - Friday; delivery is Monday to Saturday, excluding public holidays. Orders placed after midday will be dispatched the following working day.

 

REPUBLIC OF IRELAND

We dispatch items to Ireland using a priority airmail service, and delivery time is usually only 1 - 2 days - £8.95.

 

DELIVERY TO EUROPE AND WORLDWIDE

EUROPE

 

All items for delivery in the EU are dispatched from within the EU using priority tracked airmail. You will pay no customs fees or charges upon delivery.

 

We dispatch items to the EU using a Europe Priority Airmail Signed-For Service, transit time approx. 3-5 days - £8.95.

 

INTERNATIONAL / WORLDWIDE

We dispatch items outside the EU using either DHL or an International Priority Airmail Signed-For Service, transit time approx. 5-7 days - £15.95.

 

International orders comprising multiple items may be subject to additional shipping costs. We will contact you as soon as possible if this is the case.

 

Please note that due to manufacturer imposed restrictions, we are able to neither dispatch toys outside of the UK and Ireland, nor to mail forwarders or storage units. Should an international order for toys be placed, they will be subject to a restocking fee.

 

Delivery Terms & Conditions

Free Delivery option only available within the UK, and only when the subtotal of your basket exceeds £50.

Orders are dispatched Monday to Friday, excluding public holidays.

Orders with Standard or 'Free' delivery are shipped with Royal Mail 24. Delivery is normally within 1-3 days but is not guaranteed. Should you require your order by a specific time or date, we do offer a guaranteed next-day service.

Orders comprising multiple, heavy or bulky items are dispatched by UK courier with a normal delivery time of up to 7 working days. This includes orders that include multiple items, or for heavy toy items, such as the Large Stepped Pyramid or the Lion Puzzle.

We recycle a lot of our packaging, so you may find that your order arrives in recycled packaging.

In the highly unlikely event of your order not arriving at its destination in spite of correct delivery information being provided at checkout (within 10 days for UK deliveries and 30 days for overseas deliveries), please contact us in writing at mail@lovetobenatural.co.uk. Please note this is the minimum timeframe before we can take action on lost or missing parcels sent by Royal Mail.

 

DELIVERY FAQs

 

CAN I AMEND MY ORDER?

If you would like to amend your order please let us know by replying to your order confirmation email or by Contacting Us with your order details - we may be able to alter your order if it has not already been prepared for dispatch.

 

I HAVE NOT RECEIVED AN ORDER CONFIRMATION EMAIL AFTER PLACING AN ORDER.

Please check your email settings as the email may have been sent to your spam or junk folder. If you cannot find it in either you inbox or spam folder, please Contact Us.

 

HOW WILL I KNOW IF MY ORDER HAS BEEN DISPATCHED?

As soon as we've dispatched your order, you'll receive an email from us confirming dispatch and the details of your purchase, along with the delivery method and any relevant tracking information.

 

DO I HAVE TO BE THERE TO SIGN FOR DELIVERY?

Most items require a signature on delivery as we want to make sure your goods are delivered and received correctly. You can, if you prefer, specify a different delivery address when you order so your items go to your work, a neighbour, or another place where you can collect them.

 

DO YOU SHIP TO BFPO ADDRESSES?

Yes, we do ship to BFPO addresses. Fill in your shipping details at the checkout as normal.

 

DO YOU DELIVER TO WORK ADDRESSES?

Yes, we can deliver to residential addresses or places of employment. If you would like delivery to your place of work you will need to ensure that someone will be there to take receipt of the goods.

 

RETURNS AND YOUR RIGHT TO CANCEL

 

COVID-19 Update - Please note that we are not offering exchanges at this time.

 

We want you to enjoy your shopping experience with Us and to be overjoyed with your purchase! But of course, we understand that sometimes your purchase may not be right for you and that you may wish to return it. Please contact us in writing at mail@lovetobenatural.co.uk for instructions on how Goods can be returned to Us.

Don’t worry, as long as the item is unused and still in perfect condition, with the original product packaging and any tags still attached, we can accept your return.

You can return any items purchased within 14 days of receipt for a full refund and you have up to 30 days to return items for an online credit or an exchange (subject to stock), whichever you prefer. Exchanges are not offered on items purchased during Sales or promotional events such as (but not limited to) European Babywearing Week, International Babywearing Week and Black Friday.

All you need to do is let Us know within 30 days in writing via email at mail@lovetobenatural.co.uk that you intend to return the Goods supplied to Us, and to receive instructions on how to return the Goods.

You shall bear the cost of returning the Goods. We advise you use a tracked, insured service, as you are responsible for the Goods until they are received by Us. Please allow 14 days for us to process your returned Goods. Once we process your returned Goods, we aim to reimburse you within 14 days. Please note that depending upon your chosen method of payment, it may take up to a further 14 days for your bank to credit your account.

 

DAMAGED OR FAULTY GOODS

 

In the unlikely event that a product you purchase from us is faulty or damaged, it can of course be returned to us.

In respect of faulty goods, you must notify us in writing by email at mail@lovetobenatural.co.uk within 30 days of receipt that the Goods are faulty, and to receive instructions on how to return faulty Goods to us.

If a product you purchase from us is received as damaged, you must notify us by email at mail@lovetobenatural.co.uk within 48 hours of receipt that the Goods are damaged, and to receive instructions on how to return damaged Goods to us.

For your convenience we arrange collection of damaged and faulty Goods by courier. Please do not organise the return of damaged or faulty goods yourself as we are unable to refund postage costs.