Shipping & Returns
This page explains how we deliver orders from the Cerge Media shop, what it costs, and how to return something if you change your mind or if there’s a problem with your order. It summarises the practical side of the shop terms in our Terms and Conditions, which also apply to your order. None of this affects your statutory rights as a consumer.
Delivery within the UK
| Service | Cost | Estimated delivery time |
|---|---|---|
| Standard UK delivery | £3.95 | 3–5 working days |
| Standard UK delivery on orders over £40 | Free | 3–5 working days |
Delivery charges are shown at checkout before you pay. The free delivery threshold is based on the value of the goods in your basket after any discounts, and applies automatically.
Working days are Monday to Friday, excluding UK bank holidays. Delivery times are estimates that run from the day your order is dispatched. Orders placed after midday, or at weekends or on bank holidays, are usually processed on the next working day. Busy periods, such as the run-up to Christmas, and disruption to postal services can occasionally lengthen delivery times. If we expect your order to be significantly delayed, we’ll email you.
We deliver to all UK addresses, including the Scottish Highlands and islands, Northern Ireland, the Isle of Man and the Channel Islands. Deliveries to some remote areas may take a little longer. Orders to the Channel Islands may be subject to local import charges.
International delivery
We don’t currently offer international delivery at checkout, but we’re happy to arrange it on request. Please email [email protected] with “International order” in the subject line, the items you’d like and your full delivery address. We’ll let you know whether we can deliver to you, the cost and the likely delivery time before you pay anything.
Orders sent outside the UK may be subject to import duties, taxes and customs handling fees charged by the destination country. These are the responsibility of the recipient, are not included in our prices or delivery charges, and are not something we can control or estimate exactly.
Order confirmation and tracking
When you place an order, you’ll receive an email confirming that we’ve received it. We’ll send a second email when your order has been dispatched. If your order is sent with a tracked service, the dispatch email will include tracking details.
Please check that your delivery address is correct before completing your order. If you notice a mistake, email us straight away and we’ll try to update it before your parcel leaves us. We can’t change the address once an order has been dispatched.
If your parcel doesn’t arrive
If your order hasn’t arrived within 10 working days of dispatch for UK orders, please email us with your order number. We’ll check with the delivery service and, if the parcel is lost, send a replacement or give you a full refund. Your order remains our responsibility until it has been delivered to the address you gave us.
Your right to cancel and return
You have the right to cancel your order and return items for any reason within 14 days of receiving them, under the Consumer Contracts Regulations 2013. You don’t need to explain why.
To be eligible for a full refund, items should be returned in the condition you received them. You can examine them as you would in a shop, but if they have been used, written in, washed or damaged, we may reduce your refund to reflect the loss in value. Please keep the original packaging if you can, as it helps protect items in transit.
How to return an item
- Tell us within 14 days of receiving your order. Email [email protected] with “Return” in the subject line, your order number, and the items you want to return. You can tell us the reason if you’d like, which helps us improve, but you don’t have to.
- Wait for our reply. We’ll confirm the return and give you the address to send items to. Please don’t send anything back before we’ve replied, as we don’t accept unannounced deliveries.
- Send the items back within 14 days of telling us you want to cancel. Pack them securely and include a note with your name and order number.
- Keep proof of postage. We recommend a tracked service, as returned parcels remain your responsibility until they reach us.
If you are returning items because you’ve changed your mind, you will need to pay the cost of sending them back. If an item is faulty, damaged or not what you ordered, we’ll cover reasonable return costs. See the section on faulty items below.
Refunds
We’ll process your refund within 14 days of receiving the returned goods, or within 14 days of you providing proof that you’ve sent them back, whichever is sooner. Refunds are made to the original payment method. We’ll email you when your refund has been issued. It can then take a few working days for the money to appear in your account, depending on your bank or card provider.
If you cancel your whole order, your refund will include the standard delivery charge you originally paid. If you return only some items from an order, we’ll refund the items returned. If you’ve chosen a more expensive delivery option than standard, we’ll refund only the standard delivery cost.
If you cancel an order before it has been dispatched, we’ll refund you in full, including delivery, within 14 days of your cancellation.
Faulty, damaged or incorrect items
We check orders before they leave us, but occasionally things go wrong. If an item arrives faulty, damaged or isn’t what you ordered, please email us as soon as possible with your order number, a short description of the problem and, ideally, a photo. We’ll arrange a replacement or a full refund, whichever you prefer, and cover reasonable return postage.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. You have a short-term right to reject faulty goods and get a full refund within 30 days of delivery. After 30 days, and up to six months, we’ll offer a repair or replacement, and if that isn’t possible or doesn’t fix the problem, a refund. Your rights under the Consumer Rights Act are separate from, and in addition to, your 14-day right to cancel.
Normal wear and tear, accidental damage or damage caused by not following care instructions (for example, putting a hand-wash-only item in the dishwasher) are not faults.
Exchanges
We don’t offer direct exchanges. If you’d like a different item, the quickest way is to return the original for a refund and place a new order.
Questions
If you have any questions about delivery or returns, please email [email protected] and include your order number if you have one. We aim to reply within 2–3 working days.
