Delivery & Returns
How much does p&p cost?
Standard delivery to any UK mainland and Northern Ireland address is £3.95 on orders up to £49.99 and free on orders of £50 and over.
Express and Next Day Delivery is not available.
How long will I need to wait to receive my parcel?
Our carriers are DPD & Royal Mail. DPD are used for heavier parcels over 2kg and can be tracked. Smaller/lighter parcels are sent via Royal Mail second class, which cannot be tracked.
If the order that you place is sent by courier, and when placing your order you provided an email address, you will be updated on your orders’ progress and its delivery day. If the date of delivery is not convenient, or you want to add delivery instructions, then you can arrange this yourself via the courier’s website once you receive email notification. MS Staff cannot rearrange deliveries once the order has been collected by the courier.
Orders placed by 2pm take up 3 to 5 working days of placing your order when sent with DPD & up to 10 working days when sent with Royal Mail following despatch.
Please allow an extra day when this includes a Bank Holiday.
Please note all deliveries (standard & express) are Monday to Friday. (Please allow an extra day when this includes Bank Holiday). Saturday deliveries are available when DPD are the carrier however this must be arranged with DPD directly following despatch from our suppliers.
Where do you deliver to?
Sadly, we’re unable to deliver to anywhere outside of the UK, such as the Channel Islands or Eire. Our delivery areas do include the Scottish islands, as well as Northern Ireland and the Isle of Man.
If you haven’t received your goods within 10 working days of placing your order, contact our Supporter Care Team on 0300 500 8084 (select option 4). Phone lines are open 9am until 5pm Monday to Friday. You can also email us at shop@mssociety.org.uk
Can I collect my order?
Unfortunately at present we do not offer this facility.
What if I need to return something?
You can return any part of your order at any time within 28 days of receipt, for a full no-fuss refund or exchange. Simply complete the returns form included in your parcel and indicate whether you would like an exchange or refund. Please make sure your items are unused and unworn, and they’re still in their original packaging.
There is no need to contact us in advance of sending a return.
Please note, in the interest of hygiene, earrings and underwear can’t be returned except when damaged or faulty.
Goods are returned at your own expense except when damaged or faulty – for damaged or faulty returns please see our guidance below (What if my goods arrive not as expected when I ordered them?)
Nothing in this Returns Policy affects your statutory rights or your rights under any contract you may have with us.
What if my goods arrive not as expected when I ordered them?
We appreciate your custom and will endeavour to deal with any situations regarding dissatisfaction with our service and products as quickly as possible.
If your goods arrive damaged, incomplete, incorrect, or if there is a shortage against the quantities specified on your delivery note, please contact us to discuss whether you would like to receive a replacement or a refund. You can do this by calling our Supporter Care Team on 0300 500 8084 (select option 4) between 9am and 5pm Monday to Friday or email us at shop@mssociety.org.uk.
You will need to notify us within 3 working days of receipt of delivery, quoting your customer number and the delivery note number. In these cases, we will bear the costs of providing a replacement and return delivery. Please make sure you supply proof of postage costs.
Should an expected delivery or part delivery not arrive, you must notify us within 10 working days of the invoice date.
Cancellations and returns
You have the right to cancel your order within 14 calendar days of receiving all of your goods. To do this, please inform us by:
Phone: 0300 500 8084 (select option 4)
Email: shop@mssociety.org.uk
If you choose to cancel your contract with MSS (Trading) Ltd, you will be entitled to a full refund, including the costs of standard delivery, provided the goods are unused and in perfect condition.
We are unable to provide a refund of the delivery charge when only part of your order is cancelled. If the goods are deemed to have lost value due to unnecessary handling, we have the right to make a deduction to your refund to cover this loss.
Any reimbursement will be made by the original payment method within 14 days of receiving the return, or proof of return, unless otherwise expressly agreed.
Returning undamaged products will be at your own cost. You should return these within 14 days of cancellation, unless otherwise agreed with us in writing. We will not be held responsible for any loss or damage to products in transit. For this reason, we recommend you use a recorded delivery service.
Please note that charitable donations made with orders cannot be refunded.
Refused deliveries
We reserve the right to retain the delivery charge paid, plus a 20% handling charge, on all consignments which are refused delivery and returned to us without justification or due to customer error.
