Shipping & Returns
We make every effort to dispatch orders received before 3.00pm UK time Monday to Friday on the same day. On Saturdays we aim to dispatch all orders received before 10.30am UK time on the same day. Very occasionally this is not possible, in which case your order will be dispatched on the next working day. No orders are dispatched on Sunday.
UK Orders – Free shipping
We offer free shipping on all UK orders and use the Royal Mail 24 service with confirmation of delivery. Please note that this is not a tracked service, it only provides confirmation once the order has been delivered.
Large orders (over £50) will be upgraded to the Royal Mail 24 Tracked service free of charge. This upgrade will be applied automatically at the checkout.
You can select the Royal Mail 24 Tracked service for an additional cost (£2.00/order). This service can be selected at the checkout.
We use the AirMail service to ship overseas orders so your package will be delivered by your local postal service. Deliveries can be made via regular AirMail (untracked) or Tracked AirMail, these options are available at the checkout. However we can only send orders to the USA using tracked airmail.
Our shipping rates are set at a flat-rate per order, regardless of how many units you purchase.
Our shipping charges are outlined below:
|Standard Airmail||Tracked Airmail|
|Rest of World (excl Europe and USA)||£3.75/€4.13/$4.81||£5.75/€6.33/$7.37|
In countries where we have found a high proportion of orders go missing we have limited delivery options to a tracked service only. In these cases only the Tracked AirMail option will be available at the checkout.
Deliveries to UAE can only be made to PO box addresses, per the Royal Mail guidelines.
We have designed our packaging so that orders of one or two items will fit through standard letter boxes. Your postman should be able to deliver these orders without disturbing you. Larger orders may require you to be available to take delivery and on occasion a signature may be required.
Overseas orders typically take 5-10 working days to arrive, although this does depend on the efficiency of the local postal service. We are able to send overseas orders using a tracked service which is usually slightly quicker and this can be selected at the checkout.
Please see estimated delivery times below, these can vary depending on the efficiency of the local postal service in your delivery location. On occasion due to unforeseen circumstances, deliveries can take longer than estimated.
|Standard Airmail||Tracked Airmail|
|Europe||3 to 5 working days||3 to 4 working days|
|United States||Not available||5 to 7 working days|
|Rest of world||6 to 10 working days||6 to 10 working days|
Local sales taxes will be collected at the checkout for all orders with EU delivery addresses. Taxes will be calculated when you enter a shipping address on the checkout page or log in to your account. Please note the prices listed include UK VAT, which is charged at 0% for children’s sizes and 20% for adult sizes. Unfortunately we are unable to ship orders of over 150 EUR (including shipping) in the EU.
Non-EU overseas customers are responsible for Import Duty/Tax in their respective countries. We cannot advise you what these costs will be, please consult your local customs office for more information. We will attach the appropriate customs forms to all overseas shipments.
You are responsible for providing the correct shipping address. We do not take responsibility for checking addresses provided to us. We are unable to refund or replace orders shipped to the incorrect/incomplete shipping addresses until they have been returned to us by the postal service or current address holder. However your billing postcode and house number may be checked by our card payment provider to validate your payment. If you notice an error with the details you have provided to us you must provide us with the full correct address before 2pm UK time on the day the order is due to be shipped (See above).
We are always happy to refund or exchange unwashed and unused items returned to us in a resalable condition. Please do not wash items or remove tags until you have checked sizing on your child. Unless there is a fault we will not be able to refund once tags are removed. In the event we refuse a refund we will be in contact to advise of this and send you a photo of the issue.
Due to our products being used by children with sensitive skin, for hygiene reasons we may request a photo showing the condition of the ScratchSleeves before we can authorise a return.
If you need to return your order for a refund or would like to exchange it, we request that you get in touch with us in the first instance. You can either email firstname.lastname@example.org or call us on 01962 890210 (international +44 (0)1962 890210) during our office hours (10am to 3pm UK time, Monday to Friday) to arrange the return. It is much easier and quicker for us to process your return/exchange if we have been advised of it prior.
Custom made orders are non returnable and cannot be exchanged.
This does not affect your statutory rights.
If you wish to exchange for a different item, we will send a return envelope with the replacement item. The unwanted item can then be dropped off at the post office or in a post box.
If you just wish to return your item for a refund, we will refund the return postage. We cover the cost of 2nd class mail only, please do not use a signed for service as we aren’t always available to take delivery. There is also no need to use a tracked service.
For returns of 1 or 2 items, please send them as a large letter and ensure that they are folded and packaged as flat as possible, so that they do not exceed a thickness of 2.5cm. If returning 2 ScratchSleeves you should package them side by side. Please mark the outside of the envelope as ‘For refund’ to ensure that we process your payments promptly.
There will be a sticker on the invoice which was sent with your order, this will have our return address and your order number on it. This can be attached to the outside of the return. If you no longer have this, then please include your order number and name in with the return.
Our return address is:
Unit 2, Grosvenor Court
We will make the refund directly to the payment card or PayPal account used to place the original order. Refunds will be made within 30 days or earlier once we have inspected the returned item and are satisfied that it has been returned to us in the condition it was in when delivered to you.
As our card payment provider limits refunds to the value of the original payment, if you paid by card we may need to ask you for additional details in order to refund postage costs.
Please contact us as per the details above and we will be able to provide a prepaid return label. Once packaged the return can then be dropped off at the post office or at a post box.
Rest of world returns
Please contact us as per the details above and we will be able to explain the returns procedure relevant to your country.