Delivery Information | Returns & Refunds
Delivery charge’s apple to all orders under £40 and FREE for all orders £40 and over. We also offer a click and collect option for our local customers which is of course free of charge.
We will aim to deliver your order within three working days of your order date, however please allow for a longer lead time around Public Holidays and the Festive season.
You will receive an email when your items have been dispatched with an expected delivery time. Orders placed after 12 noon on a Friday and during the weekend will be processed on the following Monday or working day.
We currently do not offer shipping outside of the UK mainland. There are a number of factors why, largely owing to the excise and duty requirements shipping alcohol to private individuals involves, this includes shipping to the EU.
Details About Delivery
You will receive an email once the courier has collected your order and it’s on it’s way to you. You will also receive an email after it has been delivered, confirming the delivery. If, in the rare circumstance you do not receive these emails, please contact us via: firstname.lastname@example.org, and we will provide you with an update.
The delivery of your order must be received and signed for by an adult, of legal drinking age. If in doubt the courier will ask for proof of age, and will refuse delivery if not presented.
Missed Deliveries / Changing Details Mid-Delivery
Delivery is subject to the terms and conditions of the courier/postal service being used. In general, the courier will attempt delivery and if for any reason unsuccessful, they will leave an InfoNotice (a card notifying you of a missed delivery). You’ll see the date it was left, and it will give you advice and details about your options for re-delivery.
If the shipment is Signature Required, please refer to boxes checked by the driver on the InfoNotice, as the delivery cannot be left without being signed for by an adult.
In certain locations, after an unsuccessful residential delivery attempt, the courier will deliver your parcel to a designated Access Point located in your vicinity. If this happens, you will notice a sticker on the InfoNotice (usually a card or slip left upon a missed delivery) indicating the address and collection times of the Access Point where the parcel can be retrieved up to 10 calendar days later.
Access Point locations are independently-owned retail shops approved by the courier to receive and temporarily hold unsuccessful deliveries. These locations are situated close to the original delivery address and have convenient operating hours, making it easier for you to retrieve your parcel the same day instead of waiting until the next business day for another delivery attempt.
You can also request that your order is taken straight to an Access Point, without attempting delivery to the delivery address. To do so you will need to create a UPS My Choice account, this is free to do and only takes a few minutes to create. Simply Google ‘UPS My Choice’ and follow the directions on the UPS website.
We are unable to make changes to the destination or timing of a delivery once it has been dispatched, by policy of the courier. However you, as the recipient, can opt for access directly to a local Access Point, or ask for it to be delivered to a neighbour etc. by creating a free UPS My Choice account. It only takes a few minutes to do so, and once open you should be able to make such changes on any future UPS deliveries you have to that address. You must ensure the details on your UPS My Choice Account, such as name, delivery address etc. exactly match the shipping address of your item(s), if in doubt please check the details listed on your confirmation email.
If you have any issues with UPS My Choice, please contact UPS Customer Services, as we are unable to change a recipients delivery details on their behalf.
Additional Charges – NEEDS CHANGING
In the event that your address is in one of the postal codes listed below, it will incur an additional delivery charge. In such an event, do contact us before you place an order via: email@example.com to enquire what the additional charge will be.
Should you wish to proceed, we will provide you with a payment link via email for this additional charge, which must be paid before we dispatch your order. Delivery to such additional delivery charge areas may not always be possible, and will be made at our discretion.
Delivery to Northern Ireland will incur an additional delivery charge, as will delivery to the following postcodes (*note, this list is ever changing, and may be altered by the courier without notice or being updated here, check the cart on purchase for the latest charges):
The list of postcodes incurring additional delivery charges may subject to change without notice. For more information on additional charges please contact us on firstname.lastname@example.org
Returns & Refunds
Colcombe House has a 30 day return policy on orders shipped within the UK. The customer is responsible for all shipping costs, duties, VAT and taxes that may be incurred in returning the item(s) back to Colcombe House Ciders.
Returns are to be sent to:
The Cider Warehouse
White Hall Commercial
Telephone: 01432 873 100
Our returns policy lasts 30 days. If 30 days has passed since date of purchase, we cannot offer you a refund or an exchange.
Several types of goods are legally exempt from being returned, including perishable goods. All of our perishable goods cannot be returned, unless damaged or faulty when received.
If any item(s) received are damaged or faulty, please notify us immediately, and send proof of the damage/fault by means of a digital photograph clearly showing the damage or fault. This should be sent to: email@example.com
There are certain situations where only partial refunds are granted (if applicable)
Once your notification of damage or fault has been received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund/replacement.
In certain situations, we may require the return of the item(s). Once the return is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund/replacement.
If you are approved, then your refund/replacement will then be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days, or your replacement item sent, at our discretion.
The means of sending this replacement may not be by the same means as the original delivery.
Late or missing refunds
If you haven’t received a refund/replacement yet, first check your bank account again, and double check no delivery/missed delivery has taken place.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. Or contact us for further information on the postage/shipping of the replacement at firstname.lastname@example.org
We only replace items if they are defective or damaged prior to the item being received by the customer. If you need to exchange any item(s) as a result of defect or damage, send us an email, with digital photograph taken upon receipt of the item, clearly showing the defect or damage, to: email@example.com
Returns Shipping Details
To return your product, you should email firstname.lastname@example.org first to inform our team to expect your delivery. Then mail your item(s) to:
The Cider Warehouse
White Hall Commercial
Except in the case of defective or damaged, as outlined above, if we do accept a return and require the item(s) to be returned to us, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. We cannot be held responsible for missed deliveries, or failed delivery attempts of such return items; do please contact us to notify us of the expected day of delivery & contact us before arranging shipping to confirm the most fitting delivery times for your return shipment, at that point in time.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £30 in value, or an item that is fragile, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item(s), nor do we accept liability for, and item(s) lost in return shipping.
If you have any questions or you would like to with one of our team, please call us on: 01432 873 100.