Shipping

Shipping and returns

DELIVERING TO YOU

I use Royal Mail for most parcels. I aim to ship orders within 2-3 working days, but please allow time in busier periods. If something is out of stock and restocking will incur a delay, I will contact you to let you know.

Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to the total weight and size of the parcel.

If you do need a product quickly, please select the 1st class postage option and drop me an email. I do not offer guaranteed next day delivery, but please ask if you need something sent quickly. I am very responsive to emails and social media messages and I will do my best to prioritise your order

Please note that my post is collected the day after the shipping date unless that day collection has not taken place yet, in which case I can add your parcel to that collection.

Royal mail aims to deliver 2nd/48 2-3 days after the posting date and 1st/24 the day after posting date. Parcels are not considered lost before 10 days past the due delivery date for untracked and 7 days past the due delivery date for tracked services.

Costs are as follow:

INTERNATIONAL SHIPPING

Please contact me for a delivery quote if you wish to order from outside the UK. Please note that due to customs restrictions, some products cannot be shipped overseas, you need to check with your local customs whether a product is restricted or prohibited. OCP will not be held responsible for orders that are seized or destroyed by customs in your country and no refund will be issued in that event. If the parcel is returned undelivered, we will issue a refund for the items only, the original shipping cost will not be refunded. All import fees are the buyers responsibility.

RETURNS

You are entitled to a cooling off period of 14 days. Once the 14 days have elapsed OCP is under no obligation to accept returns unless the products are faulty or misdescribed.

If you have not got a reply by email within 2 working days, please contact us again at sales@ratwarehouse.com and check your junk folder for replies, if this fails, please contact me by private messaging on Facebook or Instagram, or leave a voicemail on 01935 804646.

Returns and refunds will not be processed retroactively so you must make sure you have made contact AND got a response within the 14 days window.

If your order was already shipped, you will get a refund excluding the cost of shipping. In order to get a refund you must return the unwanted goods at your own expense without undue delay and in any event no later than 14 days after the day on which you have informed us of the cancellation.

NO RETURNS WILL BE ACCEPTED BEYOND THE 14 DAYS OR WITHOUT PRIOR ARRANGEMENT.

Goods returned after that period, will be returned to you at your own expense.

Returned items must be unused and in good, resellable condition. If the value of the goods is diminished by any amount as a result of the handling of the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods as you would in a store, OCP may recover that amount from you, up to the full cost of the item.

Once we have inspected the items and ascertain they are unused and resellable, we will issue a full or partial refund. If the items are damaged, appears to have been handled a lot, show signs of use, laundering, or smell of animal, smoke, or are not in new condition, they will be returned to you at your own expense and no refund will be issued.

Custom items are non-refundable

DAMAGED GOODS

I hope that your items will reach you in good condition. From time to time, items get broken in the post. If this happens, please let me know immediately by email or message on Facebook. The email you may use is coo@onechuffedpigeon.co.uk and please make sure to attach a photo showing what item is broken, and your order number. Depending on the item and the extent of the damage, you will be asked to either dispose of the item as you wish, or in other cases, we will want the item returned and the postage cost for returning the item will be refunded at cost. Please retain proof of postage if you are asked to return the item. In most cases I will not want the item back. If the item was posted with other products which you wish to keep, I will not refund your initial shipping costs. If the item was an only item, I will refund all of the postage.

FAULTY OR MISDESCRIBED GOODS

If any good is faulty or misdescribed, you must inform me in writing, including photos if applicable, as soon as you receive the order and I will ask you to return such goods. I will refund you reasonable postage costs with your order refund. If you prefer, you will be issued a credit note or a replacement. The latter will be sent at our expense.

Please note that products described as various colours are not guaranteed to be the colour which is shown in the photo and as such will not be refundable nor considered misdescribed, in which case I will not issue compensation nor cover return postage cost.

LOST PARCELS

If your order appears to have been lost in transit and was sent by Royal Mail, please contact your local post office branch to make sure the parcel is not held and you were not left a card - this seems to happen a lot. I will issue replacements or refunds (at my discretion) once Royal Mail has established that the parcel is lost, which is:

10 working days after the due delivery date
20 working days after the due delivery date for European destinations
25 working days for all other international destinations.

OCP will, under special circumstances and at its own discretion, replace products before that period has elapsed but will not routinely replace parcels that are delayed in the post.

Please remember that it is your responsibility to make all efforts to obtain your post from your post office so if a parcel is returned to us marked as unclaimed, we will not be able to send it out again at no cost, you will be required to pay the original postage costs again or you will be issued a refund for the returned items only.

You can read more about lost and delayed mail details on the Royal Mail website.