All our profits are donated to charity - | - WE offset all our CO2 - | - FREE UK Delivery on Orders over £125

Delivery, Returns and Refunds

Deliveries

COVID-19 Updates - please read our Information page

Mainland UK Charges 

UK Standard Shipping Rates

 

 

International Rates

International Rates - View our International Rates here

 

Standard Delivery

Standard Delivery charges above is automatically assigned to your purchase based on Total Purchase value (inclusive of VAT). In most cases parcels will be sent Tracked and Signed For - therefore Please make sure someone can sign for it.

Standard and Free delivery is expected to take 3 - 6 WORKING days from dispatch. Orders before 3pm are processed for next day dispatch, weekend orders are processed on Mondays for Tuesday dispatch.  

Express Delivery 

Express delivery is 2 WORKING days AFTER dispatch (selected at checkout). Orders before 3pm are processed for next day dispatch, weekend orders are processed on Mondays for Tuesday dispatch.

Orders placed on a Thursday or Friday will be delivered the next working week day unless Saturday Delivery is chosen - see below. Parcels will be sent Tracked and Signed For.

Example 1: Place an order on Tuesday before 3pm, its dispatched on Weds to arrive by Friday, possibly even Thursday.

Example 2: Place an order on Thursday before 3pm, its dispatched on Friday but will arrive by Tuesday, possibly Monday. 

By using Express delivery, you will forfeit our Free Delivery Service.

Express Deliveries required to the Scottish Highlands or Internationally will incur additional extra costs - contact us for more information.

Saturday Deliveries

Saturdays deliveries will incur extra costs (selected at checkout). Parcels will be sent Tracked and Signed For.

All orders must be placed before 3pm on the preceding Thursday. (PLEASE NOTE: Orders placed on Friday cannot be guaranteed for Saturday delivery)

 

 

General delivery Terms

All items in stock will be dispatched Monday to Friday, excluding public & bank holidays, as soon as payment is cleared. Items will be delivered between 9am and 5pm within the mainland UK. Some items can become out of stock before an adjustment to the website can be made and these items may take up to 2 weeks to deliver.


Some products may take longer and this will be stated in the Specifications of that product. This applies to individually commissioned or bespoke items, or items needing specialist packaging - for example a large sculpture may require crating and will take longer.


Damages

You MUST notify us of any damages within 24 hours of delivery send us an email using our contact page enquiry form; or call us at +44(0)1840 214 448. Damaged items and their packaging should be retained for inspection by our carrier.


YOU MUST NOW TAKE PICTURES OF DAMAGED ITEM & DAMAGED PACKAGING & EMAIL THEM TO US


Customers will be liable for the full invoice amount if goods are signed for as "Received in good condition" and later found to be damaged.
If you do not examine while carrier is present it is essential that you sign for as "Not examined"
 
Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
 
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
 
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
 
Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
 
To complete your return, we require a receipt or proof of purchase.
 
Please do not send your purchase back to the manufacturer.
 
There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.

Cancellations

Cancellations on orders that have already been dispatched will be accepted and handled in the same manner as returns. Customer will be responsible for the shipping including rejected shipments.
 
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
 
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us by email using our contact page enquiry form; or call us at +44(0)1840 214 448; or send via postal mail to PROPER LIVING LIMITED, Newhall Manor Farm, Delabole, Cornwall, PL33 9ER, UK.
 
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
 
Exchanges (if applicable)
We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email using our contact page enquiry form; or call us at +44(0)1840 214 448; or send via postal mail to PROPER LIVING LIMITED, Newhall Manor Farm, Delabole, Cornwall, PL33 9ER, UK.
 
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
 
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
 
Return Shipping
To return your product, you should mail your product to: Newhall Manor Farm, Delabole, Cornwall PL33 9ER, UK

We can only refund shipping costs if the return is approved as result of our error or damaged in transit. The customer remains responsible for return shipping charges, including all items shipped to you free of charge. (Actual receipts can be provided when necessary.)

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
 
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
 
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.