Shipping Policy
Free courier delivery is offered to most UK addresses, with a £25.00 minimum purchase. Orders under £25.00 will be subject to a £5 inc VAT surcharge. All orders must be placed before 4pm on any working day* to receive the next day service. Those orders place after 4pm, will be shipped the following working day*.
The free service does not apply nor is not limited to the following locations. A surcharge of £10 will be added to cover delivery to The Highlands and Islands. A surcharge of £15 will be added to cover delivery to Northern Ireland, Republic of Ireland, Jersey & Guernsey. This will be added at the checkout.
All Outdoor Wooden Furniture will be subject to individual delivery charges based on the items dimensions, weight and delivery location. Please contact us for full details.
Working day* - Monday - Friday 9am-5.30pm , except bank holidays.
We cannot be held responsible for delays in delivery due to adverse weather conditions, road closures and any such issues that restrict the courier's ability to make deliveries on any certain day.
Your Delivery
All orders are dispatched via our couriers who deliver between 8am & 6pm, Monday - Friday. Saturday delivery is between 7am-2pm. All orders require a signature and are tracked.
Please ensure that someone is available to take delivery of your order, we cannot be held responsible if our courier is unable to deliver your parcel(s) if no one is available to sign.
If you have a special request for your order, for example please leave next door , please leave in shed we cannot guarantee that the courier will follow these instructions. These requests, especially those that a signature cannot be obtained, are done at entirely your own risk, we cannot be held responsible if you do not receive your order due to the special instructions.
If your parcel could not be delivered on the original confirmed date, please contact us and we can rearrange an alternative date - PLEASE NOTE: further charges will incur for this service.
Should the parcel be returned to us due to non-delivery a 20% (of order value) fee will be charged and deducted from your refund for processing and delivery charges.
It is your responsibility, as the customer, to ensure the correct address and postcode is provided for the delivery of your items. Please contact us immediately if a mistake is made. If delivery fails, due to incorrect information provided by yourselves, the 20% fee will apply.
Notice of damaged, incorrect or missing item(s) MUST be emailed to info@talkingturtle.co.uk within 48 hours of receipt. If your item(s) are not received within 5 working days please contact us via email so we can inform the courier to begin a search of the item(s).
If the items you order are out of stock, we will NOT charge you for these items until stock is available and shipped. You can cancel the items on 'back order' up to 24 hours of the due date given.
Changed Your Mind? - Returns and Refunds
If you are not entirely satisfied with the product(s) received you have 14 days to return the items for a full refund, you will be responsible for the return carriage charges to get the goods back to us. Returning of the items is your responsibility, please obtain proof of postage and/or tracking number or we can provide a freepost returns label for £3.95, which will be deducted from the refund. The items must be sent back in an “as new” unused condition, complete with all accessories and in original packaging. A deduction may be made to the amount refunded to reflect any reduction in the value of the items as a result of using unsuitable packaging or by excessive handling.
- If you change your mind within 14 days of delivery of the order, you can return it for a full refund except for any postage charges (unless the order was delivered late).
- If you change your mind between 14 and 30 days after the order was delivered, you can still return it for a refund (minus any postage charges as above), however there will be a restocking fee of 20% or £4.50 (whichever is higher) which will be deducted from the refund amount.
- If you change your mind 30 days after the order was delivered, orders cannot be returned for a refund. However please feel free to get in touch to see if we can help.
Please contact our customer services team on 01772 297 050 or email info@talkingturtle.co.uk to arrange an exclusive RMA (returns) number. You have 14 days from the date of receipt of this number to return the items.
Once received, the refund will be processed within 20 days. In practice, most refunds are done within 7 working days of receipt.
Should any item arrive 'faulty or damaged' we, Talking Turtle, will arranged collection of said goods. A date will be given for collection and a signature must be provided for proof of return. An RMA number will also be given to include with the item(s). Please contact us on 01772 297 050 or email info@talkingturtle.co.uk in the first instance.