ANNOUNCED STRIKE ACTION

The Communication Workers Union (CWU) has called on its members who collect, sort and deliver parcels and letters to take strike action on: Thursday 24th, Friday 25th, Wednesday 30th November, Thursday 1st, Friday 23rd and Saturday 24th December

ACCEPTANCE OF TERMS AND CONDITIONS

In placing an order with The Black Swan Shoppe you accept the following terms and conditions for the shipping options that we offer.

STRIKE ACTION / ENVIRONMENTAL CIRCUMSTANCES

As much as we understand the inconvenience caused by delays to deliveries we cannot offer any compensation for delays with deliveries due to (but not limited to) the following circumstances outside of our control.

Industrial Strike action
Inaccessible properties
Road closures
Natural Disasters

We shall always do our best to assist but once a parcel is in the hands of Royal Mail or the courier there is often little we can do. You are always welcome to reject a parcel and upon safe receipt we will happily offer a refund for the value of the goods. Original shipping charges will not be refunded for factors outside of your control.

Same Day Dispatch

We pride ourselves on the latest shipping window in the Tobacco industry and carry on shipping parcels until the Postie is banging on the door. However we are not Amazon and cannot get a 9pm collection from our couriers. 99.9% of parcels received before the following times will be shipped the same day and most Royal Mail orders will be shipped up until 4pm.

DPD 3pm Weekdays only (excluding public Holidays)

ROYAL MAIL: 3:30pm Weekdays (excluding public Holidays) 11am Saturdays

**Excludes public holidays and any other occasions when Royal Mail/Couriers are not collecting parcels. We will often mark items as shipped but this does not mean that they have been collected from us so we recommend that you always check your tracking details to avoid disappointment.

**Same Day Dispatch is subject to stock availability. In the unlikely event we are out of stock of any items you order, we shall contact you immediately with an estimated delivery time and the option to alter or cancel your order if you wish.

No compensation will be provided for late dispatch of parcels for any reason.

POSTAL OPTIONS

DPD

Courier level next WORKING day delivery (No signature required)
Full, live tracking with text updates and a 1 hour time slot.
Redirect and specify a safe place on the app
Photo proof of delivery
Over 99% of parcels delivered the next day
Insurance: £500
Deemed Lost: After 5 Working Days

DPD is not a “guaranteed” next day delivery service but is highly reliable with enhanced customer experience. Text updates are provided with a 1 hour time slot for your delivery. DPD gives you the ability to change your delivery on their live, online system up to the point of delivery. You can change the delivery date, specify a safe place, have it delivered to a neighbor or DPD pick up point so you never miss a parcel.

Safe Place / Leave with a neighbour

DPD will not leave your parcel in a safe place unless you have requested this during the checkout, advised them to do so online or left a signed note on your door. They will try a neighbour without prior notification unless you specify otherwise.

Next Working Day

Unfortunately DPD do not collect parcels from us on a Saturday so any orders placed after 3pm on a Friday (Thursdays on Bank Holidays) will be collected from us the next working day (Usually Monday if it is not a bank holiday) and delivered the following day. You may receive a notification to say your parcel has been shipped but it will not be collected from us by DPD until the next working day. *At peak times, such as Christmas DPD sometimes take the decision to collect from us on a Saturday and these parcels will be delivered the following day. Please check your tracking updates from DPD.

Late Delivery

DPD is not a guaranteed next day service and no compensation is offered for delayed parcels. However we must stress that this is extremely rare. If you no longer want the parcel as it has been delivered late you are welcome to reject the parcel or return it to us for a full refund including the original shipping charge.

We will not refund the original shipping cost when the delay has been caused by a reasonable reason such as (but not limited to) strike action, inaccessible property or an incorrect address provided.

Lost Delivery

DPD only offer £40 compensation for lost parcels, however they very rarely lose a parcel. The Black Swan Shoppe is so confident that your parcel is in safe hands that in the extremely unlikely event your parcel is lost we will compensate you up to the value of £500.

If a parcel is showing as delivered to the specified address, a neighbour or to a specified safe place on DPD’s online tracking system The Black Swan Shoppe Ltd will deem the parcel as delivered and The Black Swan Shoppe Ltd’s responsibility ends there.

The Black Swan Shoppe accepts no responsibility for parcels lost or stolen after the delivery has been made.

If the customer has supplied us with the incorrect address no refund or offer of a replacement can be offered.

Special Delivery

Guaranteed, fully tracked next day delivery to the specified address, which requires a signature upon delivery.
Guaranteed delivery time: Next Working Day (Sunday Delivery Not Guaranteed)
Insurance: £750
Deemed Lost: After 5 Working Days

Special Delivery is guaranteed by Royal Mail to be delivered the following day before midnight but is generally before 7:30 on a weekend and 1pm on weekdays. To qualify for next day delivery orders must be received before 4pm weekdays and 11am on a Saturday. This excludes Bank Holidays and we do not ship orders on a Sunday. We often dispatch orders received after this time but do not guarantee it.

Orders placed after 11am on Saturdays will be shipped on Monday and delivered on Tuesday (Wednesdays on a bank holiday)

Safe place

Special delivery requires a signature upon delivery so cannot be left in a safe place if nobody is there to accept the delivery. Royal Mail will attempt to deliver to a neighbour without prior notice unless you specify during the checkout that you do not wish this to happen or leave a note on your door.

In the event of loss/non delivery

Royal Mail will not accept responsibility for non-delivery if nobody is there to sign for the parcel. A card will be posted through the door informing the customer to collect the parcel from the local sorting office or arrange re-delivery. If the parcel is not collected within 7 days the parcel will be returned to The Black Swan Shoppe Ltd. The Black Swan Shoppe Ltd can resend the parcel at the customers expense or refund the goods according to the usual returns policy.

Late Delivery

If your item sent by Special Delivery is delivered after 1pm the next working day you are entitled to a refund of the additional shipping charge on your order. The additional shipping charge is the difference between the cost of special delivery and Tracked 24. No compensation is offered for any other losses or expenses as a result of the delayed delivery. If you no longer want the parcel as it has been delivered late you are welcome to reject the parcel or return it to us and The Black Swan Shoppe Ltd will cover your return postage costs.

Lost Delivery

Although Special Delivery is a next day delivery service, Royal Mail does not consider a parcel as lost until 5 working days from the dispatch date. This is to allow time for the parcel to be returned to The Black Swan Shoppe Ltd if nobody is there to sign for the parcel and nobody collects it from the sorting office. We cannot offer to refund or resend any orders until 5 working days have passed or the parcel has been returned to ourselves.

If a parcel has been signed for and is showing as delivered to the specified address or a neighbour on Royal Mails online tracking system The Black Swan Shoppe Ltd will deem the parcel as delivered and The Black Swan Shoppe Ltd’s responsibility ends there.

If the customer has supplied us with the incorrect address no refund or offer of a replacement can be offered.

Tracked 24hr

Tracked to the destination.
No signature required on delivery
Can be left in a safe place*. (Please add a note to the “Additional Shipping Requirements” box during the checkout)
98% of parcels are delivered next working day.
Insured value: £100.00
Deemed Lost: 7 Working Days

Safe Place:

You can specify a specific safe place for your parcel to be left in the checkout.

Royal Mail will leave your parcel in a safe place at the discretion of the postman or woman without prior notification. They will leave a “Something For You” card explaining where the parcel(s) is located. The parcel will be scanned at the point of delivery and a photo taken. If they are unable to find a suitable Safeplace and cannot deliver to a neighbour, they will return your parcel to the local Royal Mail Customer Service Point and leave a “Something For You” card at the address explaining how to rearrange or collect your parcel. Royal Mail will usually try to re-deliver the parcel the next day if the delivery was unsuccessful.

If you do not wish for your parcel to be left in a safeplace, please write this in the “safe place” box during the checkout.

The safe place is used entirely at the customers risk. No compensation can be offered for a parcel that is subsequently lost or stolen.

In the event of loss/non delivery

"Tracked" is Royal Mails courier level service. The majority of parcels sent by tracked 24hr are delivered the next day but this is not guaranteed and no compensation can be offered for a delayed parcel. The Parcel is tracked on route and is scanned at the destination. If scanned at the destination or left with a neighbour then the parcel will be deemed as delivered and The Black Swan Shoppe Ltd’s responsibility ends there.

Royal Mails guidelines stipulate that we must allow 7 working days before considering a parcel as lost. Other than in exceptional cases (See below) will then offer to resend the order or issue a refund. We are very understanding people at The Black Swan Shoppe Ltd and realise 7 working days can be a long time to wait. We welcome any customers to make a repeat order if they need their goods immediately and they are not confident their order is going to be delivered. If both parcels do arrive they are welcome to return one for a refund.

Exceptional circumstances:

During times when we would expect delays such as but not limited to Postal strikes, Adverse Weather and Festive seasons we may extend the 7 day period.

If the customer has supplied us with the incorrect address no refund or offer of a replacement can be offered.

Tracked 48hr

Tracked to the destination.
No signature required on delivery
A safe place can be specified*. (Please add a note to the "Additional Shipping Requirements" box during the checkout)
98% of parcels are delivered within 2 working days.
Insured value: £100.00
Deemed Lost: 7 Working Days

Safe Place:

You can specify a specific safe place for your parcel to be left in the checkout.

If you do not wish for your parcel to be left in a safeplace, please write this in the “safe place” box during the checkout.

The safe place is used entirely at the customers risk. No compensation can be offered for a parcel that is subsequently lost or stolen.

In the event of loss/non delivery

"Tracked" is Royal Mails courier level service. The majority of parcels sent by tracked 48hr are delivered within 2 days but this is not guaranteed and no compensation can be offered for a delayed parcel. The Parcel is tracked on route and is scanned at the destination. If scanned at the destination or left with a neighbour then the parcel will be deemed as delivered and The Black Swan Shoppe Ltd’s responsibility ends there

Exceptional circumstances:

During times when we would expect delays such as but not limited to Postal strikes, Adverse Weather and Festive seasons we may extend the 7 day period.

If the customer has supplied us with the incorrect address no refund or offer of a replacement can be offered.