1.1 Delivery Destination
Delivery destination will default to the UK (Selected Locations). This country zone covers the majority of areas in England and Wales and a large part of Scotland. Some postcode areas in the UK will need to be changed to UK (Outlying Areas) and this is detailed more below. To change the delivery destination; first add an item to your basket and choose the location from the drop down menu. For those wishing to view an item before you buy; please contact our shop to check delivery has arrived at the store and is on display as products change daily.
The UK (Outlying Areas) country zone includes the Highlands, offshore islands, remote areas of the UK and some postcode locations that take an additional day to deliver. For example: A postcode area north of Aberdeen may be delivered with a courier routed for the Highlands. They aren't necessarily in the Highlands but could be sent with the Highlands courier and this would carry an additional fee for delivery, or might not be accepted for delivery if the item is too large. If your delivery location does not qualify for the UK (Selected Locations) country zone, then a message will be displayed when selecting your address in the checkout. We endeavour to be as clear as possible with any delivery charges and free delivery locations. If you experience any difficulty whilst ordering, please contact us and we will try to help.
1.2 Estimated Delivery Time
Product pages show real time estimated delivery for UK selected destinations calculated from stock kept in our shop and warehouse. Estimations are provided for convenience and although we make every effort to deliver within these time scales, it is unfortunately not always possible to do so. Items with a '2 working days' for delivery are usually ready for dispatch the same day, subject to correct stock levels and courier collection schedule. We only dispatch on week days between Monday to Friday and do not deliver on bank holidays, therefore all estimated times are in working days only. Saturdays, Sundays and Bank Holidays are not counted as working days. We always endeavour to contact you in cases where delivery times may change. Please allow additional time for courier deliveries during busy periods of the year. If you would like verification on your order delivery time please message us for more information.
If you order multiple items with different estimated delivery times, your order will usually be dispatched when all ordered goods are available for packing, if you require a part order dispatch please contact us and we will make arrangements.
1.3 Delivery Method
We use four methods of delivery, customers are emailed notification of dispatch and tracking information.
- Royal Mail parcels will be delivered with your normal mail. We only use tracked services so you can have further peace of mind and you can check online regarding the delivery status of your order. However please note the tracking on the Royal Mail website will not be visible until the parcel has been scanned at the UK central hub. A detailed list is usually shown the day after dispatch.
- DPD LOCAL couriers deliver the next working day (unless, delivery address is: off shore; north of Glasgow, or is international). They will leave a card if there is no one able to confirm delivery however as they require a signature on delivery (unless instructed otherwise) it is important to provide us with a manned address for delivery or further instructions. If further instructions are given to leave a parcel in a safe place then this is the customers responsibility to ensure this is safe. We track the courier via satellite tracking to ensure the driver has left it in the correct place but once a parcel has been left it becomes the customers responsibility.
- DX Delivery courier services are used for larger or heavier items.
- Direct delivery from the manufacturer. We may have goods dispatched directly to you from the manufacturer and this service will be determined on who can deliver your order to you the quickest. This service is only available from a handful of suppliers and will be chosen if we don't have the items ready for shipping.
1.4 Email and Text service with your delivery time from DPD Local.
If we send your order with DPD Local and providing you have supplied an email address and mobile phone number, they will email you the night prior to delivery to confirm that they have your order and will be delivering it to the requested address. On the morning of delivery DPD Local will text you with a 1 hour time slot for delivery and offer the option to change delivery day by replying to the text. If your order is dispatched by Royal Mail, DX Delivery or the direct from the manufacturer you will not receive this service. To upgrade to this service please contact us.
1.5 Shortages / Damage on Delivery.
Any and all order shortages, wrong items or items which are deemed to be damaged or faulty on delivery must be reported within 5 days of you receiving the order, failure to do so may result in us being unable to rectify the problem.
1.6 Delivery Miscellaneous
In cases where your order be returned to us undelivered, we reserve the right to charge a redelivery fee for sending any goods out a second time, covering our costs.
For international shipping please view our international terms and conditions below. If you would like delivery to a destination which is not listed please contact us on 01432 377089.
1.7 Delivery Problems
You have 5 days from the day we dispatch a parcel to notify us on any delivery problems or if your parcel has not arrived as planned. By supplying us with your email address we can notify you on the day that your order has been dispatched. If you're aware of any delivery problems, please notify us immediately and we will endeavour to help rectify them. Failure to inform us that your delivery has not arrived within 5 days may result in loss, so it is important you ask us for help as soon as possible. We do have parcel tracking methods that may help find a parcel after it has been delivered. Delivery problems are rare now with GPS tracking but if it does happen then we're here to help.
2. Postage and Packing costs
Some parts of the UK (Outlying Areas) will incur delivery charges.
We now offer FREE UK (Selected Locations) Delivery on orders over £40 in value. This includes the majority of our products. Certain items are excluded from this offer and these will show during the checkout. Simply add the items to the basket and the delivery price can be recalculated so you can save money on delivery. Our website automatically selects the cost of delivery based on the size and weight of the products ordered. If the delivery price shown in the checkout is dearer than expected for your location, please contact us and on some occasions it may be possible to find a cheaper delivery service for you.
Our postage and packing charges work on a sliding scale, in an effort to be fair to all. This scale is designed to work on order value, product size and how heavy an item or items are. Our postage and packing charges range from £0.00 GBP to £45.00 GBP per item. The postage you will be charged per order and can be viewed in the basket once the country has been selected.
Certain products have a fixed postage cost which is added to the overall delivery cost. A product may have a fixed cost due to a special offer on postage on said product or due to the size and weight of it making it difficult to deliver. Products with fixed postage costs have the postage displayed on the individual product page.
Philip Morris & Son periodically offer free postage on some items or orders over a certain value. Free postage is for the initial order only and is only available to selected UK destinations that couriers do not charge additional fees for such as the Highlands. In cases where these orders are returned to us for reasons other than a fault, Philip Morris & Son may charge a handling fee per consignment, to cover administration costs or a re-delivery charge where applicable. If you would like to make alternative arrangements for delivery please contact us directly.
We endeavour to dispatch all parcels as soon as we possibly can. If you need your order quickly, drop us a message and we will do whatever we can to ensure your items are dispatched as early as possible. Alternatively, jump onto the live chat or give us a buzz on the telephone and one of our helpful customer service representatives will be more than happy to go the extra mile for you.