Delivery And Returns
Delivery
The customer may choose a delivery service during the checkout procedure, options for which will be based on their chosen delivery address. Delivery services to some areas may be limited. Costs quoted are intended to reflect the cost of delivery plus packaging materials, and are reviewed periodically in line with supplier price changes.

  • Royal Mail PacketPost (standard service) items are typically delivered within two to five working days, these do not require a signature.
  • Royal Mail First Class items are typically delivered within one or two working days, these do not require a signature.
  • DHL/ParcelForce 24hr items are typically delivered within one working day, and will always require a signature on delivery.
  • Airmail (international) items are typically delivered within five to fourteen working days, and will always require a signature on delivery.

    During the checkout procedure you may leave a note to be printed on your consignment. This is an advisory note for your delivery agent (Royal Mail, DHL, Parcelforce), and we cannot be held liable in the event the instruction is not followed.

    Despatch Time
    Orders placed before 12pm (midday), will typically be despatched same day, with orders placed after this despatched next working day. Any order received after midday Friday, will be despatched on Monday. Despatch times should be considered approximate and cannot be guaranteed, although every effort will be made to ensure they are met.

    Insurance
    All items despatched are insured for damage and total loss, subject to the customer following our claim procedures as outlined below.

    Claim Procedure
    Item has been lost in the post

  • First please contact us to inform us your delivery has not been received - Someone will check your records and ensure there has been no problems with the initial despatch. Please include your full name, delivery address and telephone number as per your original order.

  • To establish an item has been lost please ensure a minimum of 7 working days have passed since your order was placed.

  • If the item was sent on a Royal Mail service, then first we ask all customers to quickly contact their local sorting office. More often than not, a delivery attempt has been made but a card has not been left advising the customer there is a parcel to collect, particulalry in larger metropolitan areas.

  • If your item is not at the sorting office, you must complete a Goods Not Received (GNR) form which can be mailed out to you or printed out by clicking this link.

  • Once we have a completed GNR (which may be sent to use by Freepost, Fax or Scanned Email), then we will issue a replacement item free of charge and file a postal claim accordingly for the original item. Customers returning a GNR are deemed to have agreed to the terms of our claim procedure as outlined on the form.
  •     Item has arrived damaged

  • First please contact us to inform us your delivery has been received damaged, notifying us of the nature of the damage and whether the goods are servicable or not - Please include your full name, delivery address and telephone number as per your original order. If possible a digital photograph illustrating the damage will help expedite the issue, which can be emailed to enquiries@pozzani.co.uk

  • Retain the packaging for the item in a safe place - This is occasionally requested as part of postal investigations.

  • Once we have proof of the damaged goods we will seek to replace the item at our expense as soon as possible. As part of our own investigations and that of our delivery provider, we reserve the right to collected broken or damaged items for detailed inspection.
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    Please feel free to drop us a line and we'd be happy to answer any specifics

    enquiries@pozzani.co.uk
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