Delivery & Returns
You may specify different addresses for delivery and billing, which enables you to have products delivered to a friend, a relative, or to your place of work, for example. An order can only be delivered to one delivery address and we do not deliver outside of the UK.
We offer free delivery, with our Standard Service, for all orders over £30.00. Orders below this value will be charged £2.95. Standard Service delivery is 1st class Royal Mail and can take up 1 to 2 working days from dispatch. Full details of Royal Mail 1st Class delivery can be found by clicking here
Orders will be dispatched as soon as possible once they come out of production. Some products will take longer than others to go through the production stage. Some take 1 day some can take up to 3 or 4 days. Please check each product for an estimate of its production time.
The products you order from us will be delivered to the delivery address specified by you when the order was placed. We are not liable for any undelivered items where the delivery address you entered was incorrect in anyway.
Delivery will be made as soon as possible but may vary depending on the type of products ordered. Our normal working hours are Monday to Friday 9am - 5pm, excluding Bank Holidays and we only process and dispatch orders during these timescales. All delivery and dispatch timescales quoted on the website do not include weekends or Bank Holidays.
Whilst we make every effort to deliver goods on the day we specify, we cannot guarantee delivery on that day or accept liability for deliveries made outside this timescale. This also applies to products sent direct from our manufacturers. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries
Some postal addresses in Northern Ireland, some offshore islands and some remote areas of Great Britain may not be covered by our normal delivery services and so we may have to contact you to advise you of extra postal charges.
If you do not receive Products ordered by you within 28 days of the date on which you ordered them, we shall have no liability to you unless you notify us by email at email@example.com of the problem within 40 days of the date on which you ordered the Products.
With our Standard Service the majority of our products are despatched 1st Class Royal Mail. If you have not received your items, please check with your local sorting office even if you have not received notification from your postman that they are holding items for you.
In the event that we reproduce an item for you and subsequently the original is returned as undelivered by Royal Mail, we reserve the right to charge an administrative fee up to 100% of the sales price of the reproduced product.
We reserve the right to wait up to 10 working days from the date of despatch before replacing an undelivered item.
Our Priority Service can also be selected for most items. This does not change the preparation time of the goods, but it does mean that your order will be shipped by courier or Royal Mail Special Delivery, to arrive the next working day after production is finished. This service is currently charged at £6.95 for all orders.
Priority Service delivery is available Monday to Friday, except bank holidays, for products where it is stated in the product details.
Each product, where priority service is available, orders must be placed by 12pm to ensure delivery by the date specified.
Unfortunately we cannot deliver on a bank holiday. In this instance please expect your delivery on the next working day.
Each product will specify a delivery date that the order should be delivered by. This excludes deliveries to Northern Ireland, Overseas UK addresses and Northern Scotland, which will take longer. We endeavour to deliver on this date, or earlier. We cannot specify a delivery time as the delivery service providers do not provide this information.
A signature is usually required on receipt and therefore someone should be at the specified delivery address to accept your delivery. If no-one is present, the delivery service may leave it with a neighbour, or in a safe place, if they think it is safe to do so. A calling card will be posted through your door to let you know this has been done. If the delivery cannot be left in a safe place or with a neighbour, the delivery service will take it back to their local depot or in the case of Royal Mail, your nearest delivery office, and leave you a card telling you how you can pick it up or how to rearrange delivery.
Cancelling an Order
For most items, you have the legal right to cancel your order within 7 working days of receiving the goods. However, this does not apply to certain items which we have made, personalised or customised specifically for you. It does not apply to perishable goods, audio or video recordings or computer software which has been opened. Please check your order on screen and the confirmation email carefully as we cannot refund products where personalisation has been misspelt.
Order cancellations must be made in writing, quoting your order number, within 7 working days beginning the day after the day on which the item is delivered.
If you wish to cancel your order before the goods have been dispatched to you, then you can notify us by sending an email to firstname.lastname@example.org or by telephone on 08455 193413. Where goods have already been dispatched to you, the goods must be returned to us in accordance with the &Returns and exchange& section below.
Please note: In order to provide a fast service, products maybe placed into production immediately.
We reserve the right to cancel your order at any time and issue a full refund.
The provisions of this clause do not affect your statutory rights.
Returns and exchange
Our 30 Day Money Back Guarantee
Our 30 day money back guarantee applies only to goods received in perfect condition. Please the section below on "Faulty or Damaged Goods" if your item is received damaged. If your item is not damaged or faulty and you are not completely satisfied with the goods, then you may return them to us within 30 days of receiving them. The costs of returning goods to us shall be borne by you.
For your own protection we recommend that you send the goods back using a delivery service that insures the goods for their value and that records delivery as the goods will remain your responsibility until they reach us and we cannot be held responsible for items damaged or lost in the post.
The item(s) must be returned in the condition in which you received them and within 30 days of delivery. Edible items must be returned unopened and with seals intact.
Please contact Goodheart Gifts to be sent a returns ticket for inclusion in your returning parcel. We cannot accept returns without this ticket.
Faulty or Damaged Goods
If you return an item because of an error on our part, or because it is faulty or damaged, we will happily refund the full value of the item(s) and your costs in returning it/them to us. You can contact our Customer Service department for details on this. All goods should be checked upon receipt and must be reported to us within 7 days of you receiving your goods. Unfortunately, we cannot accept returns for faulty or damaged goods once this 7 day period has passed.
Refunds will be based on the price paid for the item at time of purchase. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
This returns policy does not affect your statutory rights.
Our returns address:
Goodheart Gifts Ltd.
11 Whitelegge Street