• Delivery Address

• Cut off times

• Delivery Times

• Delivery Procedures

• Problematic Deliveries (Refused orders & Late/undelivered orders)

Delivery Address:

• Orders placed on this website can only be delivered to mainland UK addresses. We regret that we cannot deliver to Northern Ireland, the Republic of Ireland, the Channel Islands, Isle of Man, Orkney, Shetland and Scottish Islands or BFPO addresses.

• Currently the address that you supply when you place an order MUST be the address that the credit card you are using to make payment is registered to. This allows our third party payment gateway provider to run electronic security checks against all payments and is one of the few ways open to us of protecting ourselves and our customers against fraudulent use of their credit cards.

• PLEASE NOTE: IF YOU SUPPLY AN ADDRESS OTHER THAN THE ONE THE CREDIT CARD IS REGISTERED TO YOU WILL FAIL YOUR CREDIT CHECKS AND THIS WILL DELAY/PREVENT YOUR ORDER BEING PROCESSED.

• Your order will automatically be despatched to the address that you supply when placing said order. However in order to ensure prompt delivery our courier may try to leave the goods in the care of a neighbour where no-one is available at the delivery address. If you would like to specify particular neighbours that you do or don't want the driver to try, or if you would like to request that the driver only delivers to the address on the parcel please contact despatch@3wisemonkeys.co.uk ASAP after the order is placed and before it is despatched.

• Once you have placed an order if you foresee any problems with this delivery arrangement please contact us ASAP. We will always try to help but the options are wider and more favourable prior to goods leaving our hands and going into the control of a third party.

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Cut off times:

• Orders are usually despatched on the day that they are placed, provided they are placed by our official cut-off time.

• Same day despatch cut-off times are 12 midday for lightweight items being sent by Royal Mail and 3PM for items going by our courier.

• This gives us time either to include them in the lunchtime run to the post office in the former case or to process, pick and pack them ready for the courier to collect late in the same afternoon.

• Courier based orders placed after 3pm but before 4:30pm may be despatched on the same day, depending on the despatch workload for the day, but will probably be despatched on the following working day along with any orders placed after 4:30pm.

• In any case confirmation e-mails are sent at the end of the working day to all those customers whose order has been despatched on that day. If you do not receive such an e-mail by 7.00pm you should assume that your order has not gone out.

• We do not deliver at weekends or on bank holidays, only on working days during typical working hours (9am to approx 5:30pm.) Orders placed any time on Saturdays, Sundays or bank holidays will also be processed, picked, packed and despatched on the following working day.

• Please note that from time to time there are also some working day exceptions to this same day/next day despatch rule as not all stock is immediately available all of the time. Please refer to individual product availability notes for variations.

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Delivery Times:

• Our standard despatch package is next day delivery. If you choose this option your order will normally be delivered to you some time on the next working day following its despatch from us. Whilst almost 100% of deliveries are achieved within this time, our courier does not guarantee this turnaround period and a very few deliveries may be subject to delay.

• We also offer a FAST by 9:30am next day delivery*, for a small surcharge on top of the standard delivery cost. If you choose this option your order will normally be delivered to you by 9:30am on the next working day following its despatch from us. Whilst almost 100% of deliveries are achieved within this time a very few deliveries may be subject to delay. However this service is insured by our courier and if your parcel booked on FAST delivery is late you are entitled to a refund of the surcharge paid to upgrade from standard to fast despatch.

• For timed delivery please make sure that when you sign for the goods you complete the section about delivery time. Failure to do so will affect our ability to put in a claim in the case of late delivery and will nullify your right to surcharge refund.

• By 9:30am deliveries are usually not made any earlier than 7:00am. Standard deliveries can be made at any time between 9am and approximately 5:30pm. Unfortunately we are not able to be more specific about delivery times or ask the driver to perform services such as ringing ahead.

* - Please note our courier does not support by 9:30am next day delivery to certain parts of the UK. Where this applies you will be informed and offered the option to have your order put on the next fastest delivery package our courier offers for your area.

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Delivery Procedures:

Lightweight items sent out by Royal Mail Special or Recorded Delivery

• Deliveries will be attempted some time on the first working day following the despatch of the goods. For example if goods are sent out on a Friday a delivery attempt will be made on the Monday.

• It is vital that someone is available at the delivery address for this attempt. If no-one is available no further attempt will be made, but rather a card will be left saying that an attempt has been made and that the item is being held for you to collect from your local Royal Mail depot.

• Delivery to any alternative address/person supplied by the customer will be treated as delivery to the customer: once a signature has been obtained neither we nor our courier accept responsibility for the safety of the goods. Many of our terms and conditions refer to the date of receipt of goods: date on which goods are signed for (whether by the customer or someone else at any delivery address supplied by the customer) is the same as date of receipt of goods.

Items sent by our courier

• There will be an attempt made to deliver your order on the following working day after it has been despatched. For example if goods are sent out on a Friday the first delivery attempt will be made on the following Monday. This attempt at delivery and any subsequent attempts you are entitled to as part of your p&p payment will only be made to the delivery address you have supplied prior to despatch of goods unless the driver opts to attempt delivery to a neighbour (see points below in this section for further information).

• If on the first delivery attempt no-one is available to take receipt of the goods the courier can carry out one or two further attempts depending on the despatch service you have booked. For STANDARD next day deliveries there can be one further attempt and for FAST by 9:30AM next day deliveries there can be two, the first of which should be carried out later on the same day as the initial attempt was made.

• Please note if on the initial by 9:30AM delivery attempt there is no-one available to take receipt of the goods all subsequent delivery attempts will default to the between 9:30AM and 5:30PM delivery window.

• If on the first delivery attempt no-one is available to take receipt of the goods the courier should leave a calling card, detailing contact details for your local City Link depot. If you then contact your local depot they will be pleased to organise that final delivery attempt for you. That final attempt will only be carried out on a working week day and must also be carried out within five working days of the original delivery attempt. If the depot does not hear from you in time to arrange the final delivery attempt within five working days of the original delivery attempt then you will forfeit your right to the final delivery attempt.

• It is vital that someone is available at the delivery address for at least one of these allotted delivery attempts, as only these are covered by the original p&p costs you pay. If no-one is available for any of the allotted attempts no further attempt can be made without further payment being made by the customer. Unfortunately the courier requires further payment from us in these circumstances which has to be met.

• Our courier will not leave a parcel in a ‘safe place’ if no-one is available at the delivery address: all items have to be received and signed for by someone at the delivery point.

• Please note: in order to ensure prompt delivery our courier may try to leave the goods in the care of a neighbour where no-one is available at the delivery address. If you would like to specify particular neighbours that you do or don't want the driver to try, or if you would like to request that the driver only delivers to the address on the parcel please contact despatch@3wisemonkeys.co.uk ASAP after the order is placed and before it is despatched.

• Delivery to...

a) a neigbouring address (either directly supplied or not vetoed by the customer) or

b) an alternative address / person directly supplied by the customer

...will be treated as delivery to the customer: once a signature has been obtained neither we nor our courier accept responsibility for the safety of the goods. Many of our terms and conditions refer to the date of receipt of goods: date on which goods are signed for (at any legitimate address as outlined above) is the same as date of receipt of goods.

• Options for receiving a parcel if all allotted delivery attempts are made without success are as follows:

• Our courier will retain a package for five working days following the first attempt to deliver; following which it will be automatically returned to us. If this happens we incur further charges from City Link, and will therefore require extra payment from you to cover those costs. Furthermore we will not re-issue those goods unless both the return costs and new outward p&p costs are paid.

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Problematic Deliveries:

Signature on delivery of order unavailable/order refused/order not collected ::
• If an order is deliberately refused entry at the delivery address (otherwise than by reason of circumstances under control of 3wisemonkeys)

Or if

no-one is available to sign for the goods on any of the delivery attempts

Or if

no attempt is made by the customer to contact his/her local depot to arrange a final delivery attempt within the time specified (see delivery procedures above)

and

the goods are not collected from the local courier depot within the time specified (see delivery procedures above) and are therefore auto-returned to us

Then

the customer will be held liable for both the outgoing and return shipping costs of the order. These costs will be deducted from any refund that is processed following our receipt of those auto-returned goods. Exceptions will be made where a prior establishment of right of refusal/cancellation has been obtained by the customer from 3wisemonkeys.

Late/Lost orders:
• These delivery times are not guaranteed. Whilst almost 100% of deliveries are achieved within the specified time a very few deliveries may be subject to delay or loss. We do our utmost to avoid this, and to chase up and resolve as quickly as possible unavoidable problems which may occur.

• Once you have had an e-mail confirming that your order has been despatched, the first delivery attempt will be made on the next working day (by 9:30 AM or by 5:30 PM approximately depending upon the despatch package you booked.) If this doesn’t happen you are entitled to consider the delivery as late.

• Although you are welcome to contact the courier direct in cases of lateness we are happy to do so on your behalf. If your delivery does not arrive on time / at all please let us know as soon as possible. Failure to do so may affect your right to claim, where applicable, for any lateness or loss. We are required by our courier company to put in any claim for lateness or loss within 7 days of the date of despatch.

Lightweight items sent out by Royal Mail Special or Recorded Delivery

• If your goods sent by Royal Mail have not arrived on the next working day following despatch please feel free to report this to us. However the Royal Mail require us to allow 15 days from the date of despatch before they will declare an item lost, rather than simply pending delivery still.

• Unfortunately this means that we cannot immediately issue replacements or refunds for items sent by Royal Mail which do not arrive on time. Once the 15 days have passed if goods have still not arrived we can obtain an official declaration from the Royal Mail that the item is lost rather than simply delayed. At this point we are able to issue replacements or refunds.

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ENQUIRIES

If you would like more information about the terms and conditions of this site please do not hesitate to contact us. If you have any queries with regards to your order, please email admin@3wisemonkeys.co.uk