Shipping & Delivery
All orders placed before 16:00 GMT are shipped the next working day. This means orders placed after 16:00 GMT on Friday, on a Saturday or Sunday will be despatched on the following Tuesday.
UK ORDERS FROM £50-£99 RECEIVE FREE 1ST CLASS DELIVERY*
UK ORDERS OVER £100 RECEIVE FREE COURIER DELIVERY***
|Destination||Weight||First Class*||Special Delivery**|
|Highlands & Islands||-||£5.99||£12.99|
|Rest of World||under 500g||£7.99||-|
*UK Royal Mail First Class - Please allow 2-7 days for delivery.
**UK Royal Mail Special Delivery - Orders placed before 16:00 GMT are delivered 2 working days from the order date (excludes Saturday and Sunday) between 9:00-13:00 GMT. The delivery MUST be signed for, otherwise the parcel will not be delivered.
e.g. An order placed before 16:00 GMT on a Tuesday will be shipped Wednesday and be delivered between 9:00-13:00 on Thursday. An order placed after 16:00 GMT on Friday will be shipped on the following Tuesday and delivered the following Wednesday.
***UK DPD Courier - Parcels are usually delivered within 1-2 working days from despatch. A delivery notification email will be sent as well as a 1 hour delivery slot alert on the day. You will be given the choice to change the delivery date or choose an alternative delivery option. This service does not apply to orders from outside the UK.
Europe - Royal Mail International Standard. Delivery times will vary according to destination. Please allow up to 2 weeks for delivery.
Rest of World - Royal Mail International Standard. Delivery times will vary according to destination. Please allow up to 4 weeks for delivery.
Please be aware that orders outside the UK may incur customs charges which are payable by the customer.
Returns & Replacements
We hope you are pleased with your purchases. Should you wish to return any items to Sustrans we will accept back and offer a full refund on all items that have been purchased from us providing they are unused and in a fully re-saleable condition, excluding postage and packaging, within 28 days from the date of despatch. We do not offer refunds for virtual products such as gift vouchers, PDFs or ebooks. Please ensure that your device is compatible with PDFs or ebooks before purchasing.
If you have received any part of your order either damaged, in poor condition, or incorrect to what was ordered, please email us stating your order number, to: firstname.lastname@example.org
We will endeavour to replace your order with brand new goods immediately, exchange for a different item, or issue a full refund.
Sustrans reserve the right to refuse a refund on an item that is not in a re-saleable condition. If the product is faulty, damaged or not matching the description, we will refund the original delivery charge, but not when a product is simply unwanted. We can only refund faulty items within 60 days of the despatch date.
Returned items should be sent to the following address:
2 Cathedral Square
If you have any queries regarding your order please contact us directly on 0300 303 2604 or email email@example.com