Policies

Shipping

Shipping Policy

Thank you for visiting and shopping at Highbird.uk. Following are the terms and conditions that constitute our Shipping Policy.

Shipment processing time

As all our goods are handmade we require a 5-10 working day turnaround time from date of purchase.
After placing your order, we will send you a confirmation email and let you know when your order has been dispatched.
All deliveries are made by Royal Mail.
Orders are not shipped or delivered on weekends or holidays.

Costs

FREE UK Delivery: for all individual orders over £100. This will be a tracked delivery service and require a signature upon delivery (3 - 5 days)
Standard service: £4.35 (3 – 5 days)
Premium service: £8.50 (1 – 2 days)

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Returns

Returns and Exchanges

Customers may cancel any order, provided that these Terms are complied with.
This excludes Bespoke Goods, Goods that have been personalised or Sale Goods, where there is no right for the customer to cancel an order. For stock items, customers may cancel an order within 7 days upon receipt of the product. In these cases, the following provisions shall apply to the return of the product.
A customer wishing to return a Product should in the first instance complete the online contact form and they will be advised of the correct return address. Provided that the product is in a good and resaleable condition on return, together with the delivery note, we will refund the full purchase price of the product to the customer within 14 days of receipt of the product. Refunds on returns will only be permitted if the customer returns the product with its original packaging intact.
In the event that product is in any way damaged upon receipt, the customer should advise us within 24 hours of receiving it and we will use our best endeavours to replace the damaged product within a reasonable time or refund the purchase price paid.
Please note, bespoke products or customised goods (personalised, painted or stitched edge, made to a specific size) or sale items are non-refundable unless faulty.
To avoid disappointment, please check whether an item is non-cancellable, non-refundable and non-exchangeable before ordering

Exchanges

If a customer wishes to exchange a product, the customer will need to follow the returns procedure (as above) with the original product and will receive a full refund in 30 days. The new item will need to be ordered from the website in the normal way. Please note the new item MUST be ordered through our online system.

Tracked and insured delivery

Highbird is not responsible for safe return of any product and will not refund a product that does not reach the appropriate delivery address when being returned by a customer. We therefore suggest that customers return the product via Tracked and Insured delivery or other secure methods so that they can provide proof of delivery.