Delivery & Returns
What delivery costs, when it arrives, and exactly what your rights are if you change your mind or something is wrong. The sealed-goods exception in clause 5 is the one most people are not expecting, so it is stated plainly rather than buried.
Last updated · 8 clauses
01Where we ship
United Kingdom only. We do not currently ship outside that, and we would rather say so here than take an order we cannot fulfil.
02Delivery options and cost
These are the rates charged at checkout. They are held in one place in the code and interpolated into every page that mentions them, so the figure you are quoted is the figure you are charged.
| Service | Cost | Arrives |
|---|---|---|
| Royal Mail Tracked 48 | £2.95 | 2–3 working days |
| Royal Mail Tracked 24 | £4.95 | next working day if ordered before 2pm |
| Free delivery (orders over £24.99) | Free | 2–3 working days |
03Dispatch times
Orders placed before 2pm on a working day are dispatched the same day. Orders placed after that, or at a weekend or bank holiday, are dispatched the next working day.
Delivery estimates are the carrier's, not a guarantee. If something has not arrived within five working days of dispatch, contact us and we will chase it or replace it.
04Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from the day you receive your order to cancel it, without giving a reason. You then have a further 14 days to send the goods back.
To cancel, email hello@zombiepouches.com with your order number. You do not have to use a form. We will refund the price of the goods and the standard delivery cost within 14 days of receiving them back.
05The sealed-goods exception
This is the clause that catches people out, so it is stated directly. Regulation 28(3)(b) of the 2013 Regulations removes the cancellation right for sealed goods which are not suitable for return once unsealed, for health protection or hygiene reasons.
Our tins are sealed consumables and that exception applies to them.
- Unopened, with the seal intact: full cancellation rights apply. Send it back.
- Opened: the cancellation right no longer applies, and we cannot resell it.
- Faulty, damaged or not what you ordered: your rights are unaffected whether or not it is open. See the next clause.
06If something is faulty
Separately from cancellation, the Consumer Rights Act 2015 gives you remedies where goods are not of satisfactory quality, not as described, or not fit for purpose. These apply whether or not the item has been opened.
| When | What you are entitled to |
|---|---|
| Within 30 days | A full refund (the short-term right to reject) |
| 30 days to 6 months | A repair or replacement; a refund if that fails |
| 6 months to 6 years | A repair, replacement or partial refund, though you may need to show the fault was present at delivery |
07Return postage
For a change of mind, you pay the return postage. For anything faulty, damaged or incorrectly sent, we pay it — contact us first and we will send a label rather than asking you to be out of pocket.
08Refunds
Refunds go back to the original payment method within 14 days of us receiving the goods, or of you providing proof of postage, whichever is sooner. We do not offer store credit in place of a refund you are entitled to.