Shipping policy
Orders within the United Kingdom
We aim to ship your order within 1-2 working days of ordering. Working days are Monday to Friday not including bank holidays. Our daily cut-off is 1pm (Or midday for DHL Next Working Day), so orders received before 1pm Monday to Friday (excluding bank holidays) will normally be shipped same day unless there are stock issues which we would inform you of. We realise this may seem early but we are a small team and offer work placements to young people, some with additional needs, and we like a give a little extra time to pick and check orders at a calm pace before they are picked up by local post services.
For DHL Next Working Day services, please be aware this is only valid for Monday to Friday deliveries, so if ordering on a Friday before noon your parcel will not be delivered until Monday (except Bank Holidays).
Post is calculated automatically by region, value and estimated weight of package. We do not aim to profit from post, and there are no charges for packing or packaging. Heavy items may carry a postage surcharge to cover additional postage costs. We normally post using tracked Royal Mail services in the UK and have now added a next day DHL option. The 24hour tracked and 48hr tracked services are Royal Mail services. Their aims are to deliver within 1-2 days on 24hr tracked, and 3-5 days on 48hr tracked. If your parcel takes longer, please let us know. They count the time from when they receive the packet which is by 4pm on the day of packing. We cannot guarantee next day delivery or a specific delivery window unless a premium service is arranged. We will also use alternative couriers or shippers from time to time aiming for the same delivery windows.
Larger or heavy orders may be sent as 2 or more parcels, or via courier such as My Hermes or DHL if required.
If the postage that comes up automatically isn't your preferred option, email sales@sensorysmart.co.uk to arrange other options.
We occasionally have an offer for free 2nd class post for larger orders in the UK. When the 'Free Post over £55 (excl. VAT)' offer is valid, it applies to second class Signed for or 48hr tracked post within the UK only.
EU & International Orders
For International orders we use Royal Mail tracked and/or signed services, a designated shipper, DHL and other Courier services as appropriate. We will indicate in checkout the estimated days it may take to arrive in your country, but it may then be subject to customs delays.
Please note that if you are outside the UK you are responsible for any customs charges, which might include a processing fee, Duty and VAT or other local taxes. It is important to familiarise yourself with the import and customs rules of your country before ordering.
If the customs fee is too high and you refuse to collect your package it will be returned to us. However, upon receipt any refund will be less the shipping we paid, and any further charges we incur for the return of your parcel to us. This means that your refund will not be the same as you paid.
Drop Ship Items
Some items are drop shipped direct from the manufacturer. These will not currently qualify for the DHL Next Day service. We will advise you if your order is affected.
Restricted Items
We are unable to post some items, such as fabric conditioner, outside of the UK, and you should ensure that any items such as liquids are not prohibited for import in your region.
We are not able to send Chewigems to Australia at this time due to contractual agreements - please contact your local supplier to obtain these.
Stock and Replacement Items
If all or part of your order is out of stock, there may be a slight delay in your parcel being posted. We will aim to notify you immediately by email if this is going to exceed our normal service level. Make sure that you add sales@sensorysmart.co.uk to your email address book so that you don't miss any emails from us.
If an item is unavailable, you may be offered an alternative of equivalent or higher value at our discretion (e.g. we may send a 2 pair pack of tights if a 1 pair pack is unavailable.)