Covid-19 - Our courier, Parcel Force, is collecting from us (observing social distancing rules) and delivering reliably. You must be in for the delivery or they will return your parcel to us. They have also suspended their 'collect from depot/collect from Post Office options. Royal Mail, who we use for smaller items, are delivering reliably. Our Express service is suspended. (Updated 9am, Tue 2nd June).
Our delivery service is provided by Parcel Force (with one-hour delivery time slots) and Royal Mail, so you can be assured of a fast and secure delivery of the goods that you purchase from us. When you have placed your order, you will be contacted by email or text so that you know when your parcel has been dispatched and when it will be delivered. Courier deliveries can be tracked on the courier's website using the consignment number provided. If you need an item urgently, please email us at: firstname.lastname@example.org and we will see what we can do as we are only 7 doors from the Post Office.
Ensure you supply a mobile telephone number when you place an order so you can receive text notifications regarding your one hour delivery time-slot from Parcel Force and can be contacted by us if needed. If you cannot be sure you will be in, you could maybe use a neighbour's or work address. Parcel Force will not leave parcels in a 'safe' place but you can easily re-arrange your one hour delivery time slot via text or email. The Parcel Force Customer Services' number is 0344 8004466 should you ever need it.
Open your parcel as soon as you receive it to check that it is undamaged. You only have until 3pm the next working day to inform us of any damage. This is so we can claim from the courier.
Please see the table of charges below and the list of remote UK postcodes or email us at: email@example.com for a quote.
Deliveries are made Monday - Friday only.
Services & Prices
We use the following delivery methods. Please use it as a guide. Our cut-off is 11am.
Standard UK Delivery - 4 days** - £1.95*
UK Express Delivery - 1-2 days** - From £1.95* Suspended
Europe - 6 days** - from £4.95
Other (We do not ship outside of the EU) - Call +44 (0)207 482 5552 or email us at: firstname.lastname@example.org for a quote.
* Depends on weight and location. Remoteness is dictated by the Parcel Force UK Pricing Zones - Remote postcodes are: IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE, BT, IM, TR21-25
**Delivery times are in working days and depend on the destination. Service availability may change at short notice due to current events. Deliveries are made Monday-Friday except public and bank holidays. If you need an item for Saturday we may be able to send it via Special Delivery for you but you must call us to arrange and pay the extra.
Please note: Most Baby casting kits (8 casts) with frames weigh over 3 kg.
We charge what it costs us or less!
What happens if I miss the courier delivery?
There must be someone to sign for a courier delivery at the supplied delivery address. If you are out a card will be left but only where the address does not have a shared entrance/ intercom. The card will indicate what to do to have your goods re-delivered. If a card cannot be left at the delivery address, your goods will be left at your local depot and we will need to contact you to find out when to re-deliver.
If you are out a second time the goods will be returned to us. Unfortunately, if we have to re-send the goods via the courier, we will have to charge you again for postage as we will be charged again. We may also be charged to have the goods stored at your local depot or returned to us. We would have to pass this cost on to you. Orders can be picked up from the local depot if you miss the second delivery.
What happens if my item is damaged?
By signing for your goods you are agreeing that they have arrived intact and undamaged. You must, however, notify us of any damage by 2pm the next day so we can claim from the courier and get them to pay for the replacement. We require you to take a picture of the damaged item and packaging and email it to us. We will usually arrange for the damaged item to be collected from you and returned to us at which point we can send a replacement.
What happens if my item is delayed?
If you pay for an Express service but receive your item within the standard delivery time-frame of 4 days, we will refund the difference between the Express and Standard delivery charge (usually £2, often the full £6.95) to you - unless the delay is due to circumstances beyond our control E.g. Parcel mis-sort, bad weather, strike action, Christmas delivery delays, incorrect postcode or incomplete address given etc.
What happens if my item is lost?
Lost Royal Mail/International Standard: If an item posted by Royal Mail (not courier) does not arrive we will need to wait 15 working days (from the due date of delivery) for UK 1st class parcels, 20 working days (from the due date of delivery) for European parcels and 25 working days (from the due date of delivery) for Rest of the World before Royal Mail agree it is lost and not simply delayed. We will then instigate a claim with Royal Mail. Part of the process may involve Royal Mail contacting you to confirm that you have not received the parcel. We can only refund you once our claim with Royal Mail has been settled. (From years of experience, the parcels usually turn up within the time-frame). Airmail is not a trackable service but you can pay £6 extra per parcel for Tracked and Signed which is trackable.
Courier items: Courier parcels rarely go missing as it is a fully tracked service! On the one occasion that something did go missing we put a stop to the delivery of that consignment and sent a replacement within 2 days.
If you give us an incorrect address/postcode or missing parts to an address and the parcel is delayed or goes missing, Everlasting Castings will not be held responsible. The alphabetical letters in a postcode must be in uppercase as this is the format required by all of our couriers. We have our sender address on every parcel so a parcel is likely to be returned to us rather than disappear! Please ensure that if the Delivery Address is different to the invoice/registered bank card address that you actually fill in the Delivery address boxes at checkout.
Impression kits are sent out and returned for free via 1st class post. Your finished items should normally be sent out by Royal Mail's Special Delivery Next Day service 6-12 days after the useable fingerprint impressions and completed order form are returned to us. During busier times or postal strikes this time may increase but we will keep you informed. This service includes insurance for up to £500. Individual charms will be sent via Royal Mail Recorded delivery.
If you have a special date that you need an item for, please let us know when you place your order. You may also like to check that your impression has arrived back with us in time for your deadline as we do not routinely inform you of this. If an item is lost or damaged we would explain the process of how to claim from Royal Mail and provide you with an invoice.