Shipping & Returns
Quick Links
How Long Will My Order Take To Arrive?
How Our Shipping System Works
Shipping charges are calculated based on the weight of the items, and we will try to offer a number of alternatives if available. You can get an instant shipping estimate by adding items to your shopping cart and selecting the country to ship to. We are happy to ship to anywhere in the world, so if no option is available, please contact us for a quote.
The delivery time of your tankard will vary depending on the manufacturing time (if the tankard is custom made), the engraving time (if you've chosen engraving) and the delivery time.
If you require an urgent delivery, or have a specific date that you need your order by, please inform us of this as soon as possible and we will try to fulfil your needs.
Top
How Much does shipping cost?
Our shipping costs are based on the weight of the items being sent, so to get an accurate delivery cost to your location, we need to know what you would like to purchase.
- Add any item to the shopping cart
- On the shopping cart page - fill in your details in the 'Estimate Shipping and Tax' box
- Click 'Get a Quote'
Where possible, we try to offer a range of shipping methods and will update the cart total to let you know if VAT will be included when shipping to your location.
How Long Will My Order Take To Arrive?
The total delivery time will depend on the items bought, and the chosen shipping method. Please check individual item descriptions for shipping estimates on each item - the total order delivery time will be the longest shipping estimate, plus the time quoted on your chosen shipping method.
E.G. if you purchase non-engraved tankard that normally ships in 2 days, and another tankard that is custom made with engraving that normally ships in 1-2 weeks, your whole order will be sent when both items are ready. Shipping methods do not affect order processing times.
Top
Shipping Methods Explained
If you can't see the images above, you can download them as a PDF here.
Please note that while we will endeavour to ship via your chosen method, it cannot always be guaranteed. However, if changed, it will usually be for a faster or more reliable service. International orders sent via DHL may also go via UPS or similar service.
Top
Free Shipping?
Free UK shipping is available on some products. When free shipping is selected as the delivery method, your order will be sent using a non-tracked, non-insured shipping method. In the event that an item sent by free shipping is delayed or lost, we will need to wait the full timeframe stipulated by the carrier before we can deal with the issue.
For Royal Mail items sent First Class Post - this is 15 working days from the date the item was sent.
If you would like your order to be sent by a tracked method or is urgent, we recommend selecting courier shipping.
Top
Customs Duty and Import Tax
Most countries charge sales tax on goods sold in that country. When goods are sold in one country and sent to another country, often that tax is not payable in the country of origin, but is payable in the destination country. The tax is usually paid to the government of the country that the goods will be used in. The UK's sales tax is called Value Added Tax or VAT. As the UK is in the European Union (EU) we share common rules on sales tax with other EU countries.
All prices in our store include VAT at 20% which is payable for all orders shipped to an address inside the EU. Orders shipped to countries outside the EU will have the 20% VAT (sales tax) automatically removed during the checkout procedure. However, as no sales tax is being paid for goods being sent outside the EU, it is usually payable when the goods arrive in the destination country. When such a charge is levied, it is usually called a 'Customs Duty' or 'Import Tax'.
It's important to note that this charge is not a shipping charge, it is a charge payable to the government of the destination country for bringing in (or importing) goods into that country. The level of this charge usually varies depending on the value of the item being imported (usually a fixed percentage) and varies from one country to another. Often small packages with low values will not be charged at all. Please check with your local governing body if you would like more information on how much this charge may be.
We have provided some estimates of charges here.
Top
Exchanges
We are happy to exchange most tankards if they are not suitable. Please note that engraved items cannot be exchanged unless a manufacturer's fault is found with them.
Items returned must be in the condition they were received in with all wrapping and tags still attached.
A return shipping charge will be applied for this service for us to send the replacement goods out to you. The amount of this charge will depend on the delivery address the goods are being sent to, and the shipping method you choose. Exchange shipping charges are the same as our regular shipping charges and are based on the weight of the package.
If you would like to exchange a non-faulty item, please use our online exchange system:
Top
Faulty Goods
We are more than happy to replace items which are faulty. If your item has arrived faulty, please inform us within 7 days of receiving the item via the faulty item exchange system below, or by contacting us directly.
If you are unsure if your item is faulty, or it's been over 7 days since you received it, please contact us and we'd be happy to help.
If you have received an item which has an inherent manufacturer's fault, please use our faulty item exchange system below:
When the faulty goods are received, we will refund your return shipping charges, and send out a replacement free of charge.
Please note that if you live outside the UK, you may not be required to return the faulty item to us but may be required to provide proof of the fault before a replacement is sent out. Please contact us to check.
Top
Returns
We offer a refund policy for most items. Engraved or custom-made items cannot be refunded unless a manufacturer's fault is found with them.
Buyers must contact us before returning any goods and must do so within 14 days of receiving the goods (this is extended to 14 days after Christmas when purchasing Christmas gifts). Buyers are asked to return the item in the condition it was received in, with all wrapping and tags still attached to be eligible for a refund.
It is the buyer's responsibility to ensure any returned goods reach us in satisfactory condition.
Buyers returning goods from outside the EU must clearly state on the outside of the package and on any customs documentation that the goods are 'Returned Goods' to allow them to clear customs without generating additional charges.
Top
Order Statuses
Our most common order statuses:
Processing: Your order has been received and payment has been received and processed. Please check the order comments in your order remains in this status for more than a few days.
In Progress: Your order has been processed, but not yet fully dispatched. For custom made or engraved items, your order status will remain 'In Progress' until they have been completed and dispatched.
Complete: Your order has been completed and fully dispatched. Please note items may be sent separately.
Closed: Your order has been refunded in full.
Some of our other statuses:
Pending: Your order has been received without payment and we're waiting to know how you're going to pay. For example you've just made your order selected 'Phone Payment or Cheque' but not phoned in to make payment or told us you're sending a cheque.
Pending - Awaiting Payment: Your order has been received but payment has not yet been received. For example, if you're sending us a cheque and we've not received it.
Pending - Payment Uncleared: Your order has been received, payment has been received but has not cleared. For example, if you've sent us a cheque which has not yet cleared in our bank.
Payment Review: Most likely you've made payment via PayPal and it's being sent as an eCheque. Your order will remain in this status until the eCheque clears.
On Hold: Your order has been placed on hold.
Canceled: Payment was never received and the order has been cancelled.
Top
Terms and Conditions
Please visit our dedicated page on our terms and conditions.
