SHIPPING & RETURNS

Hassle-Free Returns

We want you to be completely satisfied with your purchase. If for any reason you are not, you can return your product within 28 days for a full refund or exchange. We make the process easy and hassle-free, so you can shop with confidence.

Conditions for Returns

To be eligible for a return, your product must be unused and in the same condition that you received it. It must also be in the original packaging. We reserve the right to refuse any returns that do not meet these conditions.

More Information Below:

SHIPPING POLICY:

UK DELIVERIES & CHARGES:

Standard delivery within 3-5 working days (UK) - FREE delivery

Orders will be despatched by courier, a signature may or may not be required.

Outer Hebrides may take longer.

Please note that due to geographical location, orders placed for delivery in remote locations including the Outer Hebrides may take a little longer to receive orders. We will aim to deliver your order(s) to you within 3 to 5 working days.

In cases where we are unable to deliver all the products within your order at the same time, or where there are multiple boxes within your consignment, you will only be charged once for delivery.

Please note that Regalo Céu cannot be held responsible for late/failed deliveries for reasons outside of our control i.e. in the cases of adverse weather conditions.

Tracking details for your order will be included in your order confirmation email (registered customers will also be able to locate these details from within their account area once despatch has been confirmed).

All deliveries will be made via courier service where a signature is required. Please ensure that there will be somebody available at the delivery address who will be able to provide this. In the event that you should miss your scheduled delivery, the courier should leave a notification card and re-attempt the following working day. The courier will attempt delivering the order on 3 consecutive working days, unless they are instructed by the recipient or a member of our Customer Service team to hold for a future delivery date. Please note that changes of delivery address will need to be made via the Customer Service team. Should the courier be unable to complete delivery after the 3 attempts have been made, your order will be returned to us. In these cases Regalo Céu reserves the right to charge you again for any return and re-send costs that we incur.

Please note, we do not despatch or deliver at weekends or public holidays and are unable to deliver to PO Boxes.

INTERNATIONAL DELIVERIES & CHARGES:

A tracking link will be emailed to you once you complete your purchase to enable you to check on your delivery time – FREE delivery on orders over £250

International orders may be subject to customs taxes or delays while going through customs. Unfortunately, these are beyond our control and the recipient of the order will be responsible for these charges.

Please note: we do not dispatch or deliver on Sundays or public holidays and are unable to deliver to PO box and military base addresses. Certain destinations may take a little longer – please see below for full delivery information.

Our international shipping charges are based on a flat rate cost which is automatically calculated during the checkout process once the delivery destination country has been selected. All international orders will be delivered based on the details of your courier tracking information once your order has been dispatched

Due to the current political climate, additional security checks are taking place in many countries. This may result in a small delay to the delivery of orders to certain countries.

International orders may be subject to Customs inspections and/or fees based on each country's specific regulations. Regalo Céu is not responsible for these actions or any reimbursement of customs fees or taxes. Should the recipient refuse to pay these charges, the purchaser will be liable to pay the returns costs. If the returns cost exceeds the products value and the option of abandoning/destroying the goods is chosen, no refund will be given for the order.

RETURN & REFUND POLICY:

f you decide to return something and written notification is received, we will be delighted to offer an exchange to the value of the goods up to 28 days from the date you received your goods. Once the 28 days period have passed, we have the right to refuse returns of any unwanted items.

Items must be unused, in a perfect resalable condition and accompanied by a valid order reference.

Wrapping - Returns should be wrapped securely using the same packaging they were received in, or in appropriate packaging to ensure the goods arrive with us in their original condition. The order reference should be clearly displayed on the exterior label. We reserve the right to refuse a refund/exchange for damages caused by insufficient packaging.

UK RETURNS:

Complete the online returns form found in our “contact us” section to notify us of your intent to return. Customer Service will then email you a pre-paid returns label which you need to affix to the exterior packaging. Drop this to your nearest collection point (details of which will be included in the email from Customer Service).

All Returns requests submitted outside of normal UK working hours (8.30am – 5:00 pm) will be processed the next working day (Monday – Friday).

REST OF WORLD RETURNS - Please notify us of your intent to return the goods by completing the contact us form on our website. Once received, we shall email you regarding our returns address.

We recommend you use the returns label fixed on the front of the Online Order Delivery Note. Please affix the appropriate postage (at your own cost). We advise that returns are made via recorded delivery and/or that a proof of postage is obtained, in the unlikely event that these should go missing in the post. We reserve the right to refuse a refund/exchange for returns that fail to arrive with us and where no proof of postage/tracking is available.

Refunds & exchanges - We aim to process exchanges within 2 working days from the date the return is received. Delivery charges may be applied for exchanges; charged at the standard rate (please refer to the “Delivery Options” above for further details).

Refunds will be applied against the original payment method within 2 working days from the date the return is received. Refunds may take 5-7 working days to show against an account, depending on your bank.

If your order has qualified for a discount, this shall no longer apply if the items that you are returning result in the order value falling below the threshold criteria to qualify for the discount. The discounted products must therefore either be returned or they shall be charged at the full recommended retail price.

If your order qualified for a free gift with purchase and the goods that you are returning mean that you no longer meet the criteria of the promotion, the free gift must also be returned so that we are able to process the exchange/refund.