Shipping & Returns
POST AND PACKING COSTS
We charge the actual charge of shipping to your home plus a small charge to cover packing and administration charges. Costs start from £1 in the UK , £3.85 in Europe and £4.75 worldwide. We comply with the Consumer Rights Directive within the European Union and do aim to provide a quality service such as we would like ourselves. You can check your shipping cost at any point from your shopping cart by pressing the estimate shipping button found to the left below it.
We ship worldwide and normally use the UK Royal Mail service but reserve the right to use another shipping company and also to ask for signature on delivery to be provided. We also reserve the right to split or combine orders if more efficient for shipping or tax reasons.
We post 95% of orders within 24 hours and ship every day from Monday to Saturday. Personal commitments and holidays will occasionally intervene but we will ship within 48 hours unless exceptional circumstances intervene. Our Royal Mail postal service does not ship on Sundays or UK public holidays. We will take a summer break which is advertised on the front of the website.
Orders are sent in plain envelopes and boxes without identifying logos.
Orders will be posted at the applicable Royal Mail rate plus a small amount for packaging and administration expenses. You should choose which rate from a drop down table. Please note that the Large Letter rate will be available for orders up to £20 sterling as we find that pads and accessories of that value can fit in a Large Letter. For example an order of £20 or under in value and of a weight of 100g or under will cost £1.
Rest of the World
Orders will be posted by airmail at the applicable Royal Mail rate plus a small amount for packaging/administration expenses typically 40 pence. For example up to 100 g can be shipped to Europe for £3.85 inc packaging charge (from 3 days up to 2 weeks delivery) and to North America for £4.60 inc packaging expenses (this will take from 10 days up to 6 weeks delivery time dependent on the vagaries of international shipping) You could fit 2 Meluna cups in this weight or one Lunette cup or Mooncup. Please note that the regular Royal Mail airmail rate does not provide tracking. If you want tracking please buy enhanced cover if applicable to your country (see Insurance section below) and also please check this chart for details:http://www.royalmail.com/personal/international-delivery/international-tracked-signed/coverage. Please note that tracked mail is much quicker and can take just 7 days to the States and to New Zealand for example.
If you want us to post by surface mail please advise in the drop down comments box when checking out and I will arrange this (if Royal Mail offers this service to your country) and refund any overpaid postage costs.
We regret that we can not supply Mooncups to addresses in Italy or the US. We do not ship menstrual pads to the US due to FDA regulations.
For environmental reasons we have always been committed to use recycled packaging where possible but the volume of orders now means that we are more likely to use new packaging. Our new envelope packaging is 100% biodegradable and made from 35% recycled films or is totally recyclable cardboard. The boxes we use are cardboard and fully recyclable. If you wish us to send your order in new packaging please advise us in the comments box on your order.
INSURANCE UK AND EC
Please contact us should your parcel fail to arrive and we willl try to help you. Parcels can take up to 2 weeks to arrive and even longer in times of holidays/strikes/industrial relations problems so please bear this in mind. Please note that exact replacement may not be possible as many of our products are limited edition/one offs.
INSURANCE REST OF THE WORLD
Royal Mail automatically provide insurance cover to a certain value under their carrier terms. Please note that we will not replace goods sent to you if they do not arrive unless they are covered by Royal Mail terms. This means that in practice you need to purchase International signed for Small Packet Extra Insurance cover or Airsure cover if available to your country.We will provide these as options on the drop down menu so please make sure you pay for them if you need the cover levels they offer. Please note that Royal Mail do not allow claims for lost mail until 15 days have elapsed since posting date so that we can not deal with refunds in respect of lost mail until after this. Airsure cover is available to 35 countries including many in Europe plus Australia, US, New Zealand,Singapore, Hong Kong and Canada. The difference between it and International Signed for is that it is slightly more expensive but it usually arrives one to two days faster and has better international tracking. My experience of International Signed for is that it only provides tracking in the UK. If you want us to use any other shipping service we are happy to discuss and arrange this with you at your own cost.
I would confirm also that our experience has been that international shipping is generally reliable and we have had very few parcels lost on the ordinary non signed or tracked service.
Due to the nature of sanitary protection products we regretfully can not provide a returns service for pads, cups or sponges. If you are not sure about purchasing a product contact us and we will try to help you. We will accept return of underwear , womb wraps and accessories. ( If the womb wrap has been made as a special order for your size we will not accept a return.) The customer must have taken proper care of these. In the case of underwear this means it must have been tried on only over other clothes, must not have been washed or worn and must have its packaging returned with it. In the case of accessories such as bags this means that they are unused and sent in the condition they were supplied in. If an item received is faulty, we will, of course, refund the cost of the item, including return postage costs. If wishing to return any item, please advise us first by email to email@example.com. For underwear ,womb wraps and accessories being returned due to not being suitable we expect the customer to pay the costs of return shipping and wont refund unless we receive the item within 21 days of date of purchase. If returning in the UK you should obtain a proof of posting to prove that you despatched the returned items. If they dont arrive we would expect you to make a claim for refund from Royal Mail using your proof of posting and wont refund unless we receive the item.
We do not issue paper invoices as we are trying to be as paperless a business as possible and we issue an online notification.
GOODS RETURNED BY ROYAL MAIL
Royal Mail occasionally return orders to us stating a range of reasons. We will make every effort to contact you by email (and by phone if possible) and make arrangements to resend the order. If you have given us a wrong address we will expect you to pay for the additional shipping cost. If you do not respond despite us trying to contact you we will consider the case closed after 3 months from our first contact email to you. We will not send the order after that time.