Delivery and Returns

General Shipping Information

We aim to process and dispatch all orders within two working days. Please note that the office and warehouse are closed at the weekends, on all UK public holidays, and Christmas Eve. Once your order has been dispatched, you will receive an automated dispatch confirmation e-mail.

 

Your order may be sent via Royal Mail or with one of our nominated parcel carriers. Parcels sent to UK destinations using our standard delivery service will not come with tracking information. If you require tracking information then we offer a tracked service with DHL Express which is charged at a flat rate depending on order destination. Parcels sent outside the UK with our standard delivery option will have tracking information provided by the courier. 

 

Delivery times vary depending on destination country, and some countries may have longer delivery times than stated here. For more precise international delivery times please contact us.

 

Delivery charges vary depending on the total value of goods ordered and delivery destination, and can only be refunded in accordance with your legal rights.

 

At busy times, particularly before Christmas, please allow additional time for order processing and delivery.  We cannot guarantee delivery times, and postal services may be disrupted due to adverse weather, industrial action, and security restrictions.

Part Shipments

If you have ordered more than one item, on occasion we may need to deliver your order in separate shipments. Regardless of the number of deliveries you receive you will only be charged the shipping cost quoted during checkout. If we do need to deliver your order in separate shipments you will receive more than one shipping notification.

Customs

Some countries may impose import duties on deliveries from the UK. We offer all parcels 'Delivered Duties Paid' at checkout if you wish to pay for all these charges upfront . You can also opt to pay for any applicable duties and taxes when the parcel reaches its destination. Please bear in mind that items are sometimes delayed in customs, which is beyond our control.

Delivery

COUNTRY

SERVICE

COST

UK

Royal Mail Standard Delivery
(3 business days) 

£4.95

UK

DHL Express
(Next business day)

£9.50

Europe

Standard Tracked Delivery
(7-14 business days)

From €9.95

(Based on product weight)

Europe

DHL Express
(2-3 business days)

From €25

(Based on product weight)

USA & Canada

Standard Tracked Delivery
(7-14 business days)

From $12.00

(Based on product weight)

USA & Canada

DHL Express
(3-4 business days)

From $25

(Based on product weight)

Rest of World

Standard Tracked Delivery
(14-30 days)

From £14.95

(Based on product weight)

Rest of World

DHL Express
(5-7 business days)

From £45

(Based on product weight)

*Please allow up to 14 days for delivery within the UK and 40 days for delivery outside the UK

Delivery Restrictions

• Plant seeds can only be delivered within the UK. If ordered for delivery outside the UK, orders will be cancelled and refunded.


• Foodstuffs, including biscuits, sweets, jams and honey, can only be delivered within the UK. If ordered for delivery outside the UK, orders will be cancelled and refunded.

 

• Other prohibited items: Many countries prohibit import of other common items (including books, glassware, ceramics and jewellery) available to purchase on our website, and we cannot provide an exhaustive list here. If you are in doubt about whether your country will allow the import of a particular item, please check here before ordering. If you order any item prohibited for import to your country, it may be returned to us or destroyed by local customs officials.

Click & Collect

We charge a 10p carrier bag charge for our next working day ‘collect in store’ service. Orders will be available for collection from the designated collection point at the main tills of the main shop. For opening hours see here.

 

Orders placed before midnight will be ready for collection on the next working day (Monday to Friday) from 11am onwards. You will receive a confirmation email to confirm that the order is ready to collect: in the unlikely event that your order will not be ready in time we will contact you. Once orders are ready, they can be collected during shop opening hours Monday to Sunday.

 

When collecting your order, please ensure you bring a valid photo ID along with a copy of your order. We will accept a printed copy or you can show us a copy of the email confirmation on your phone or tablet.

 

You will be required to sign for your order on collection. If someone is collecting an order on your behalf they will need to bring your valid photo ID and a copy of your order confirmation.

 

In the unlikely event the item(s) you ordered is not available; we will contact you as soon as possible within working hours. If you have any concerns regarding your order or require more information on this service, please contact us.

Returns & Cancellations

Amending an Order
To change, cancel or review a recently placed order, please log in to ‘Your Account’. You can only make changes if the item has not dispatched or entered the dispatch process.

 

Alternatively you can contact us on 020 7654 4921 and one of our advisors will help you. If you amend your order, you may find there are changes to your delivery timescale and/or the price you pay for the item (as you will be charged the current selling price on the day you amend the order).

 

Unwanted Products/ Goodwill Refund

For a “goodwill” refund (ie where there is no legal right to a refund or exchange under consumer legislation) you can return any item to us (except personalised items or items unsealed after delivery) for a refund, provided you have proof of purchase. Items must be unused, and returned in the original packaging and in a re-saleable condition, and must be returned within 28 days of receipt of your goods.

 

Returns not in the UK

Goods returned for a ‘goodwill’ refund outside the UK must be sent at the customer’s own expense; delivery charges will only be refunded in accordance with consumer legislation. This policy does not affect your legal rights under the Consumer Contracts Regulations or other legislation. Please return your order using our returns portal: returns portal.

 

Our address for returns is: Online Returns, Westminster Abbey Enterprises Limited, 20 Dean’s Yard, London, SW1P 3PA.

Free UK Returns (online purchases only)

We offer free returns on all online orders delivered within the United Kingdom that meet our unwanted product/goodwill refund policy (please see the above). Please email [email protected] detailing your order number and why you wish to return your items and we will send you a returns label that you will need to print off, stick to your parcel, and drop off at the Post Office or DHL drop-off point (depending on which service was used to send the original parcel).

Faulty Goods

Where the goods supplied are defective, we will first examine the goods to determine if they are defective. If we agree that the goods are defective, you will either be refunded in full (including a refund of standard delivery charges for sending the items to you and the cost incurred by you in returning the item to us) within 14 days of receipt of the returned goods, or we will replace the goods free of charge (in which case we will refund your reasonable costs in returning the goods to us). We shall have no further liability to you once you have been so refunded or the goods in question have been replaced.

 

Our address for returns is: Online Returns, Westminster Abbey Enterprises Limited, 20 Dean’s Yard, London, SW1P 3PA.

 

As a consumer, you have legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

Cancellation

As a consumer, you have a legal right to cancel a Contract (and receive a refund) if you change your mind or decide for any other reason that you do not want to receive or keep a Product. Please note, this cancellation right does not apply in the case of personalised items and any Products which are unsealed after their delivery.

 

Your legal right to cancel a Contract starts from the date of the Order Confirmation (the date on which we email you to confirm our acceptance of your Order), which is when the Contract between us is formed. Your deadline for cancelling the Contract is the date 14 days after the day on which you receive the Product or, if the Products are delivered in instalments, 14 days after the day on which you receive the last instalment of the Products ordered.

 

To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the cancellation form on the Site (see here). If you use this method we will email you to confirm we have received your cancellation. You can also email us at [email protected] or contact our Customer Services team by telephone on +44 (0)20 7654 4921 or by post to the above address. If you are emailing us or writing to us please include details of your Order to help us to identify it. If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you send us the email or post the letter to us. If you cancel your Contract we will:

 

(a) refund you the price you paid for the Products. Please note we are permitted by law to reduce your refund to reflect any reduction in the value of the Products, if this has been caused by your handling them in a way which would not be permitted in a shop;

 

(b) refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer; if you elected express delivery, the additional costs will not be refunded; and

 

(c) make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

(i) 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us.

(ii) if you have not received the Product: 14 days after you inform us of your decision to cancel the Contract.

 

We will refund you on the credit card or debit card used by you to pay, or via Paypal.

 

If a Product has been delivered to you before you decide to cancel your Contract:

 

(a) then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract; and

 

(b) unless the Product is faulty or not as described, you will be responsible for the cost of returning the Products to us.

 

If you have returned the Products to us because your Order was wrong, or if the Products are faulty or not as described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable delivery costs you incur in returning the item to us.

 

Our address for returns is: Online Returns, Westminster Abbey Enterprises Limited, 20 Dean’s Yard, London, SW1P 3PA.

Model Cancellation Form

To Westminster Abbey Enterprises Limited, The Chapter Office, 20 Dean’s Yard, London, SW1P 3PA, [email protected]

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate

Sign up to our newsletter and enter code at basket stage for 10% off your first purchase