How We Deliver To You:
We use Royal Mail and Initial City-Link delivery services.
Delivery to our customers via Initial City-Link or any other express delivery service is weekdays only, from 8am to 6pm.
For England, Wales, Scotland (Incl. Islands):
- All deliveries incur a cost depending on the weight.
- Items and packages weighing up to 1 kg are usually sent via Royal Mail first class post (recorded delivery), and can take between 1 and 5 days to reach their destination from leaving our premises.
- Items and packages weighing more than 1 kg are usually sent via Initial City-Link express delivery service and take between 1 and 4 working days from leaving our premises to reach their destination.
- Delivery to UK customers via Initial City-Link is between Monday and Friday, from 8am to 6pm.
The rest of the world, including the European Union (EU):
We reserve the right to alter and change the methods of delivery, charges, and the delivery suppliers we use. Delivery to UK customers via Initial City-Link is between Monday and Friday, from 8am to 6pm.
Address for Delivery:
Please make sure that when you enter a delivery address in our secure online order form there will be someone at that address to receive and sign for the delivery, enabling us and our delivery service providers to get the item(s) to you. There is the option in the order form to enter an alternative address for delivery (e.g. place of work, neighbour, etc.) if you or someone else on your behalf are unavailable during the weekday to receive the package(s).
On rare occasions and in the interests of security and for the protection of genuine customers as well as ourselves we reserve the right to deliver goods ordered to the card holder's billing address even if an alternative address for delivery has been given.
Please Note...
1. Under normal circumstances and for packages sent by Initial City-Link express service our delivery partner will attempt to deliver the goods twice. If after the second attempt delivery cannot be completed the package will be at Initial City-Link's local branch (usually a calling card with branch details will be left for you by the delivery driver), and the customer will need to contact the branch or visit personally to collect the package. Should it be necessary for our delivery partner to attempt delivery a third or more times an extra charge will apply, and we can only authorise further delivery attempts once the customer has agreed to accept the charge. Please note: you should collect from the local branch of Initial City-Link any undelivered packages within five days of the second attempt at delivery. Uncollected packages are automatically returned to us after five days and to re-send the package or cancel the order charges are incurred which we will advise you of should the situation arise.
2. Should Initial City-Link return packages to us as undelivered and delivery is still required after this a charge will apply, and we will only be able to re-send the package once the customer has agreed to the charge.
3. In exceptional circumstances customers sometimes request that the package or packages be left for them unsigned for and in a specified location (e.g. garden shed, porch, garage, etc.). Initial City-Link require our authorisation before this can be done, and we can only agree to it on the express understanding that neither we nor Initial City-Link can accept any responsibility or liability should the package or packages go missing.
4. Should a package sent via Royal Mail fail to be delivered please report it to us by phone on +44 (0)20 8441 9427 or by email to sales@halloweenarcade.co.uk. We will do all we can to help but please note that as advised by Royal Mail we must allow a period of three weeks from the expected delivery date (and be advised by Royal Mail that the package is irretrievably lost) before any action such as sending a replacement item(s) or cancelling the order and processing a refund can be made.
5. Should a package be returned to us undelivered (due to Initial City-Link not being able to deliver for reasons outside their control, or the package is not collected from the relevant local branch of Initial City-Link within five days of the second attempted delivery, or the intended recipient informing the delivery service that the package should be returned to sender), we reserve the right to deduct the cost of return delivery/postage from any refund.
Change of Delivery Address after Dispatch of Goods:
Should it be necessary to change the address for delivery of packages dispatched via Initial City-Link after the package has left our premises (e.g. to re-direct delivery to a work- place or any other address) an extra charge will be incurred. Please contact us as quickly as you can (by email to: sales@halloweenarcade.co.uk. or by phone on +44 (0)20 8441 9427 if a change of delivery address after dispatch is required. We will advise you of the charge and can only instruct Initial City-Link to amend the delivery address once you have given your approval of the charge. The re-direct facility is available only with packages sent via Initial City-Link express delivery service and not with Royal Mail.
Tracking:
For orders sent via Initial City-Link, we will provide you with the package number (referred to as a job number) so that the package can be tracked via their web site: www.city-link.co.uk
For further assistance with package delivery you can call us on +44 (0)20 8441 9427 (lines open up to 6pm weekdays) or email us at sales@halloweenarcade.co.uk. Once goods ordered have left our premises delivery becomes the responsibility of the carrier/parcel delivery company or postal service used. Halloween Arcade cannot be held responsible for late, delayed or non-delivery of goods ordered and we will do all that we can to deal promptly and efficiently with any delivery problems our customers report to us so that items ordered are delivered as quickly as possible.
