Shipping policy

IMPORTANT: FOR A FAST AND GUARANTEED UK SERVICE PLEASE OPT FOR SPECIAL DELIVERY AT CHECKOUT.

Lyonsleaf take customer service very seriously. We can't offer a service like Amazon Prime (although our products are available via Prime on Amazon.co.uk) we do however dispatch as fast as a rural, small business can.
Should you have any problem with delivery, please contact us and we will ensure any problems get sorted out as soon as possible. If you want us to put an instruction for the person delivering the parcel, just specify in the 'comment' section at checkout - eg "please leave parcel in porch if not in"

Dispatch

We always dispatch parcels within 1 working day of receiving an order. We work Monday to Friday and if you order before noon (GMT), your order will almost always be dispatched the same day. As a small business there are occasions where we can not meet this expectation and therefore do not guarantee same-day dispatch.

UK Delivery

We dispatch via Royal Mail and once the parcel has left us we have no direct control over its destiny. We can check the delivery status of a parcel using the number which is also supplied to the customer on dispatch via a shipping confirmation email.

Most 'lost' parcels arise from the fact that a delivery has been attempted when the customer is out and a card has not been left or it has been lost (we think they sometimes get tucked in the piles of junk mail we all receive). You can arrange a redelivery via Royal Mail track and trace using the number supplied.

Please note: In the event of parcels being returned to us because they are unclaimed, we can do one of two things:

1 Resend the goods - customer will be billed for postage again before goods are dispatched a second time.

2 Refund the cost of goods if they arrive to us undamaged.

We will contact the customer in this event and ask what is preferred.

Royal Mail Delivery Times

PLEASE NOTE: There are no guarantees with Royal Mail standard service, so it could take longer than the estimated times- PLEASE CHOOSE SPECIAL DELIVERY OR COURIER IF YOU NEED SOMETHING QUICKLY.

We will not consider an untracked parcel lost unless it has been 10 working days since it was dispatched.

Royal Mail Standard Delivery: This is our standard service. Estimated to arrive 3-5 days after dispatch (can take longer).
Saturdays, Sundays and Bank Holidays are not classed as working days.

Free Shipping is available on UK orders over £30 - You must select 'Free Shipping' at checkout and your parcel will be sent Royal Mail Standard Delivery.

Special Delivery by 1pm the following day*. This is guaranteed for the next working day after dispatch *when order is placed before noon*. E.G. if you ordered on a Monday afternoon, we'll dispatch on a Tuesday - it's guaranteed for Wednesday morning before 1pm. If you order before noon on a Friday you will get it by 1pm Saturday. We do not dispatch on a Saturday, so if you order Special delivery any time after noon on a Friday, it will be sent Monday for delivery before 1pm Tuesday.

APC Courier

If you prefer a courier service, we offer a Monday to Friday overnight courier option, with delivery before 4pm the following day, please not this service does not operate at the weekends. UK orders over £70 are automatically sent via APC courier unless changed by the customer at checkout.

Delivery & Availability in the European Union

Royal Mail International tracked service - Our standard international tracked shipping option, delivery is 5-10 days but can take longer if the goods are held in customs.

Courier Service - A tracked UPS Courier service is available for European countries. Delivery times are 2-5 days approximately, depending on location. Please select this at checkout for a tracked service.

We now have the majority of our products available to European Union countries, we are working to get the rest of our products added and will have the full range available shortly. Thank you for bearing with us while we do the mountains of paperwork required to get us back to where we were before Brexit.

Outside of the UK and European Union

Parcels to the rest of the world are all tracked, where the receiving country has that service available also. The type of service depends on the national postal service receiving the parcel. It will be sent "Tracked" by default (you will not need to sign for it) if the country does not support that service it will be sent "Tracked and Signed" if the country does not support tracking at all it will be sent "Tracked" until it leaves the UK.

Worldwide tracking is quite expensive, but very reliable. Most parcels take 5-10 working days to arrive, however very occasionally things get delayed at customs.

Customs Duty and Tariffs

Some countries are now subject to import tariffs on UK products; this additional charge is payable by the customer at checkout and will appear on your order confirmation.

For Canada EVRI courier orders, the duty is payable to the courier (you will receive a separate email from EVRI with a duty invoice). This must be paid to complete the delivery.

In the event that duty is not paid and the product is returned to us at Lyonsleaf, we can either refund the cost of the product back to you (this will not include shipping fees), or we can send you an invoice for the new shipping and reship the product. Please contact us by email at mailing@lyonsleaf.co.uk to arrange.