DELIVERY

As the nation adjusts and adapts to the unprecedented impact caused by the COVID-19 outbreak, it is inevitable that there has been a lot of strain placed on the UK's parcel delivery networks. Please allow a little extra time for items to be delivered whilst Royal Mail and our couriers cope with high parcel volume alongside the disruption to regular workplace practices. This new working environment is necessary to comply with recent government regulation bought in to protect and prioritise the safety of workers and customers alike. We appreciate your patience and as always we are on hand to answer any questions that you may have. Thank You - MADCAP ENGLAND.

 

UK DELIVERY: 

UK STANDARD DELIVERY:

  • Typically within 2 - 4 working days, but please allow up to 15 working days.
  • Free for orders over £60.00 or £4.50 for orders under £60.00 (Terms & Conditions apply, see below).
  • Fully tracked and signed for
  • Delivery via Royal Mail Tracked or Next Day courier. 

 

CLICK & COLLECT

  • Next working day delivery to a DPD Pick Up Shop for £4.00
  • Delivered Monday - Friday (excluding national/bank holidays).
  • Order before 3pm on Friday for delivery to the Pick Up shop on Monday.
  • Orders placed over the weekend will be dispatched Monday for delivery to the Pick Up shop on Tuesday. 
  • Fully tracked and signed for
  • Postcode exclusions apply (see checkout page for info)
  • Select 'Click and Collect' on the checkout and enter your postcode to select a Pick Up shop near you. Choose from over 4000 locations nationwide including Halfords, Rowlands and Numark.

 

UK EXPRESS DELIVERY:

  • Next Working day to most UK addresses for £6.50
  • Free for UK Mainland orders over £75.00
  • Delivered Monday - Friday (excluding national/bank holidays).
  • 1 hour estimated delivery window emailed/texted to you on day of delivery*§
  • Options to change delivery date, leave at pick up shop or leave with neighbour*§
  • Fully tracked and signed for
  • Delivery via Next Day carrier §
  • DPD Deliveries can be changed by yourself 'in-flight' to be left at a local Pick Up shop (this may delay your parcel if the parcel is already out for delivery). Occasionally, if you're not home, the delivery driver may leave the parcel at a local Pick Up shop for you to collect. Both of these situations will still be considered part of the Express delivery service, so no refund for delivery charges will be due. 

Delivery to off-shore and highlands postcodes will be via Royal Mail and won't have these delivery features available. 
§ Most orders will be sent with DPD courier. Occasionally, when and where it is not possible to send with DPD, your order will be sent on an express Next Day delivery service with another carrier. In these instances, some delivery features may not be available. Please check with us before hand if you're unsure. 

 

UK SATURDAY & SUNDAY DELIVERY:

  • Choose your delivery day from Saturday or Sunday for £12.00
  • Orders must be placed before 3pm on the proceeding Friday
  • Postcode exclusions apply to Sunday delivery (see checkout page for info)
  • Fully tracked and signed for
  • Delivery via DPD courier or Royal Mail Special Delivery (for offshore/highlands, Saturday only) 

 

UK Free Delivery offer T&C's

  • Minimum spend applies 
  • Your order must be to the value of the minimum spend or more (excluding delivery charges) to qualify.
  • If items are returned and your order value works out to be less than the required minimum spend, a standard delivery charge will be deducted from the refund.
  • This offer is subject to change or cancellation without prior notice.

 

EU DESTINATIONS: 

 

Brexit & Customs:

Delivery to EU destinations continues as normal. Currently, Madcap England is covering all customs duties to EU countries so you can be confident there won't be any additional customs duty to pay upon delivery.* Due to Brexit, there maybe delivery delays to some countries. 

 

Delivery Services: 

We offer both standard (typical postal) services and express delivery services to most EU destinations. Please see the checkout pages for the latest delivery estimated times and charges. Free delivery is available to most destinations (min. spend required) - see checkout for more info.  

We partnered with Global-e, a third party service acting as your seller-on-record, so you can buy and ship your Madcap England products to over 100 destinations worldwide! When you buy your Madcap England products from Global-e, you will see that your payment method is charged by **Global-e// Atom Retro**, and the purchase is subject to Global-e’s Terms and Conditions and Privacy Policy (which will be clearly presented in checkout before you place the order). You can contact Global-e at service@global-e.com or send them a letter to 45 Leather Lane, London EC1N 7TJ United Kingdom 

* Local taxes not included in the customs duty may still be payable. Please contact your local tax office for further information as this varies from country to country. This offer is subject to change without notice. 

 


Rest of World Delivery Services & Info

 

Delivery Services: 

We offer both standard (postal) services and express delivery services to most EU destinations. Please see the checkout pages for the latest delivery estimated times and charges. Free delivery is available to most destinations (min. spend required) - see checkout for more info. 

 

Customs Duty: 

All export orders may be subject to customs charges. Any customs or import duties are levied once the package reaches the destination country. These charges and any additional charges for customs clearance must be borne by the recipient. We have no control over these charges. Customs policies vary widely from country to country; please contact your local customs office for further information.

For some countries, our international checkout can estimate customs charges and offer an optional pre-payment services when using express (courier) delivery so there will be no unexpected customs charges upon delivery *. Please see our checkout for more info. This is subject to destination country as not all countries are able to offer this.

Unfortunately we are unable to estimate customs charges and rates as this varies between countries. Please contact your local tax office for more info. 

Please note that delays can occur in customs and these delays are beyond our control. 

If any parcels are returned to us due to customs charges being higher than expected, we reserve the right to deduct from your refund any costs we incur.

 

USA: 

Currently, Madcap England is covering all customs duties on all orders to the USA so you can be confident there won't be any additional customs duty to pay upon delivery.* 

 

Australia: 

Currently, Madcap England is covering all GST on all orders to Australia so you can be confident there won't be any additional GST to pay upon delivery.* 

 

We partnered with Global-e, a third party service acting as your seller-on-record, so you can buy and ship your Madcap England products to over 100 destinations worldwide! When you buy your Madcap England products from Global-e, you will see that your payment method is charged by **Global-e// Atom Retro**, and the purchase is subject to Global-e’s Terms and Conditions and Privacy Policy (which will be clearly presented in checkout before you place the order). You can contact Global-e at service@global-e.com or send them a letter to 45 Leather Lane, London EC1N 7TJ United Kingdom 

* Local taxes/charges not included in the customs duty/GST may still be payable. Please contact your local tax office for further information as this varies from country to country. This offer is subject to change without notice. 



Delivery & Customs FAQ's:

 

Can I collect my order from your warehouse? 

No, sorry, we do not have any facilities for customers to do this.


Do you deliver to my country? 

We deliver to almost every country, worldwide. To view our countries list, click on the flag icon at the top of the screen. To change your delivery destination, select the country you want your order delivering to from this list. 


How long does delivery take? 

Please see our checkout pages for the latest info on delivery services and estimated delivery times. 


How do I know when my order has been despatched? 

You will receive an email once your order has been despatched. You may also receive an email with delivery info and tracking from our carrier (this may not be available in all countries and may depend on local postal service facilities). 


Can I track my order? 

All parcels are sent tracked. DPD and Royal Mail UK orders should receive an email from our carrier with delivery and tracking info too. For international customers, DHL will send you tracking info for all express delivery orders. 


Can I have my order delivered to an address away from my billing address? 

Yes, you will have the option to enter a different delivery address on the checkout. For fraud prevention reasons, we may need to contact you to verify your identity before sending your order to a delivery address which isn't your registered billing address. The address you enter as the billing address should be your full and correct registered card address, otherwise your payment may be declined. 


Can I change my delivery address after I have placed my order? 

Maybe. Please contact us immediately if you need to change your delivery address. If your order has already been processed or despatched and left our warehouse, we might not be able to alter your delivery address. If this is the case, we will need to wait for the parcel to be returned to us and resent at your expense. If the parcel is delivered, we cannot retrieve it. It is your responsibility to ensure we have the full and correct delivery details before we despatch your order so please check what is entered on the checkout pages carefully. Please note, in the case of international parcels which are returned to us undelivered, these will be refunded. 


Why have I been asked for additional identification or information?

We occasionally carry out random security checks on orders. If you have been asked to supply additional information please be aware that we cannot begin the dispatch process until the information is received. We use the utmost discretion and security with any information we receive.


Can someone else sign for my delivery?

Yes they can. We accept no responsibility if the signature received at the delivery address is not the intended recipient, and will consider this parcel correctly delivered.


Will I have to pay customs and import charges?

All export orders may be subject to customs charges. Any customs or import duties are levied once the package reaches the destination country. These charges and any additional charges for customs clearance must be borne by the recipient. We have no control over these charges. Customs policies vary widely from country to country; please contact your local customs office for further information. For some countries, our checkout now offers the option to pre-pay your customs charge to avoid delays or unexpected charges upon delivery when you select the express delivery option. This is optional, you can chose not to pre-pay customs charges if you prefer. 

Please note that delays can occur in customs and these delays are beyond our control.

If any parcels are returned to us due to customs charges being higher than expected, we reserve the right to deduct from your refund any costs we incur.


I have been contacted for further information for by country customs department?

Each country will have their own goods import procedures and these can vary across countries. If you have an order stuck in customs, please contact us, quoting your order number and we will help you resolve the matter as fast as possible.

 

I've missed my delivery. What can I do? 

UK Customers: 

If you miss your delivery, you will be left a calling card by our carrier with instructions on how to collect your parcel or rearrange delivery. Please try to collect or rearrange delivery for your parcel as soon as possible as our carrier won't be able to hold your item for very long. Orders sent with DPD will also have the option to have parcels delivered to DPD pick-up shops or for it to be left with a neighbour or in a safe place (where facilities exist). If you request items are left in a safe place or with a neighbour, this is at your own risk.  

Please contact us if you have any questions or need any help. 

 

International Customers: 

Delivery procedures for both courier and postal services may differ from country to country. Please contact your local post office for more information on how to collect or rearrange delivery of your parcel, or contact us if you need any help.

It is your responsibility to collect or rearrange delivery of missed deliveries and your responsibility to familiarise yourself with how your national post service conducts delivery of parcels. Post offices and carriers do not tend to hold parcels for very long, so if you fail to collect the parcel it will be returned to us. We're unable to send international parcels if they're returned undelivered. 


Why has my order been sent in multiple parcels? 

If your order is made up of multiple items, some items may be dispatched separately. You will only pay one delivery charge. Please note that your entire order should be delivered within the same delivery period, however each parcel may arrive at a different time.


Why hasn’t my order arrived yet?

International shipments can occasionally take longer than expected. Goods can be held up in customs or there can be delays during the handover from one country to another. If you’re an international customer and your order hasn’t arrived after the estimated delivery period, please contact us and we will investigate for you. Check first that you haven’t been left a card from the carrier.

If you're a UK customer and your parcel has not arrived in the estimated delivery time (one working day for express deliveries or 2 - 6 working days for standard deliveries) please contact us at info@madcapengland.com. 


What happens if my parcel gets lost? 

Things occasionally go missing in the post. Don’t worry, all shipments are fully insured and we will be happy to make a claim on your behalf if your order is lost. Our policy is to give you a full refund or to send a replacement once the required time has passed, stated by the relevant shipping company in their terms. If the reason a parcel takes longer than expected to arrive, or gets lost, is because the address given was incorrect or incomplete we cannot accept any liability for this. We will however try to help in these situations.


Do you deliver to PO BOX addresses?

No, unfortunately we are unable to deliver to PO boxes.


If I have sent something back to be exchanged how will the replacement be delivered to me?

Typically, your exchange will be sent on a standard delivery service. We reserve the right to use an alternative delivery method when it makes sense to us to do so.

If you require your exchange item urgently, we recommend you place a new order for the item you need and return the original item for a refund instead. Please note, delivery charges are not refundable. 

We are unable to offer exchanges on international orders. International customers should return the unwanted item for a refund and place a new order for the size/colour/style required.