UK Delivery - we may send smaller items by Royal Mail Tracked, which is generally delivered in 2-3 working days from the date of despatch. All orders placed before 2pm are despatched the same day. Please note that this is not a guaranteed delivery period, so for time-sensitive items we strongly recommend using our Next Day Delivery service.
Next Day UK Delivery - £6.95 per order for delivery Monday-Friday and £14.95 for Saturday delivery. Your order will be sent by one of our trusted couriers. This service requires a signature on receipt.
International Delivery - costs £14.95 per order. We send our international packages by Royal Mail Airsure, International Signed For or one of our chosen couriers. This service may require a signature on receipt. All items are tracked until they leave the UK – and in some cases on arrival in the destination country. When the item reaches its destination country it is handed over to the local postal service or courier for delivery through their regular registered service. A signature may be taken at the delivery address. If there is no one available to sign for the item, then it will be retained by the postal administration for a subsequent delivery attempt or collection by the addressee.
Worldwide Courier Service - costs £29.95 per order. This service is fast, normally delivering your order within 2-4 days. You will need to sign for your order when it arrives at its destination. This is a fully insured and trackable service. Recommended for large items ie; dog beds.
We aim to despatch all orders placed before 2pm on the same day. If it is likely to take longer then we will let you know, although this is uncommon. All orders require a signature on receipt.
We endeavour to keep adequate stock of all items listed on our website, however in the event of an item being out of stock you are entitled to choose either to wait until it arrives back in stock, or to cancel your order. If an item you order should be out of stock we will advise you as soon as possible.
All payments must be received and authorised before shipment.
Most items are sent to you in a Philomena London gift box (which we must say are quite fabulous!). You can check the product description for details of packaging. Please note that we always package our items securely.
Ordering Online with us is safe and secure. We encourage you to feel comfortable using your credit or debit card to conduct commerce on our site as all transactions are carried out via PayPal or World Pay who won't share your financial details. PayPal and World Pay can protect your purchases too - so if an item doesn’t arrive or isn't what you ordered, you can get your money back.
If your delivery has been delayed, then please contact us and we will provide you with the tracking number to enable you to track your item with the Royal Mail or our courier service. Quite often, a delivery attempt has been made but a card has not been left. Any order discrepancies relating to missing/lost items must be reported to us in writing via our contact form within 24 hours of receipt of your order.
We cannot refund or replace lost items until 15 working days after the date of despatch (25 working days for international items) - this is when the we class items as being lost. If your item is time sensitive, we recommend the use of our next day delivery service.
We can't resend orders until they are classed as lost. In this situation you might want to place a second order for the goods. Then, if the first order arrived/was classed as lost we can refund you for it once the time period above has elapsed or the goods have been returned back to us.
International delivery - When items are sent to another country, your parcel is often handled by more than one postal service. When we send a parcel abroad, the actual delivery of the item will be the responsibility of the postal service in the country the items are going to. Delays can often be caused by customs checks, which can sometimes take up to 1-2 weeks. Our courier service is much faster, normally taking 2-4 days for delivery to most international destinations.
Items not received but tracked as being delivered - This frequently happens when items are delivered to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. In these cases, you can request a proof of delivery certificate from the Royal Mail (www.royalmail.com) or one of our couriers by filling in a signature request form. Please note that Philomena London cannot refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to a secure address.
Philomena London cannot be held responsible for goods that are lost or delayed in transit.
Delivery of goods to an incorrect but deliverable address as provided by the customer is the responsibility of the purchaser. Delivery to a non-existent address is also the responsibility of the purchaser. Refunds will not be processed for lost or delivered goods when an incorrect address has been provided. Please always check your details are correct before placing an order.