Shipping & Returns

Shipping, Refunds & Returns

IMPORTANT: Due to covid19, our Royal Mail is currently experiencing significant demand for its services, increasing the delivery time of most services. Please add  2 business days onto all delivery estimates below for a more accurate delivery estimate at present. Please only order if you accept these potential delays. We will not be investigating delays until 10x business days after have passed. Please, therefore, order in plenty of time, your patience is appreciated during this time. You can read more about Royal Mail’s current delivery status here:

Shipping

At Postal Pranks we aim to have your order processed and shipped within 24 hours (providing the current day & subsequent day is a business day).

Our goal is to offer you the best shipping turnaround, ensuring that we provide the very highest levels of responsiveness to you at all times.

The delivery timeframe depends on the delivery option you selected at checkout. We offer regular 2nd class delivery as our default delivery option, estimated to take between 3-5 business days after dispatch. If you upgrade to express 1st class delivery at a small additional cost, the estimated delivery is between 2-4 business days after dispatch.

Weekend orders are dispatched on the following Monday, meaning delivery should be calculated from this day. Public holidays are treated as non-business days and should be considered when placing your order.

Please always allow plenty of time for special occasions as we all know how reliable Royal Mail can be at times.

We do not guarantee the delivery times provided and all estimates are those provided to us by Royal Mail and are the times your order is expected to arrive after the dispatch date.

Refunds & Returns

IF YOUR PRODUCT IS FAULTY OR DAMAGED

We will happily provide you with a replacement or refund if your product is faulty, incorrect, not as described or damaged. This doesn’t happen very often, but mistakes do happen. Please just contact us at hello@postalpranks.co.uk and we’ll sort something out straight away. We’ll apologise profusely and advise you on how to send the item back to us if required. In this scenario, we’ll also refund the fee for delivering the item back to us.

We do our best to package products so that there is minimal chance of them sustaining any injury while travelling to you. Sadly, we don’t always win. If a product arrives damaged in any way, please email us a photograph of the breakage and we will send a replacement out as soon as possible.

INCORRECT ADDRESS BY CUSTOMER

If you enter an incorrect address (i.e missing unit / flat number, undeliverable house number etc), there are several scenarios and options.

If the product is not delivered and is returned to us, we will offer to re-send to the correct address at an additional delivery cost.

If the product is delivered to the incorrect address, we will unfortunately not be able to refund you, as it has been delivered successfully to the intended address on the order.

LATE ORDERS

Please note we do not guarantee delivery times provided as we are unable to control this part of your order. We do however guarantee getting your order processed & dispatched in a timely manner. If orders arrive over +3 business days outside of the expected delivery time for the method of delivery you used (processing time + max delivery time window), then we would allow a full refund of the product price on return of the item in its unopened condition. This excludes any food item or any item that is customised in any way (gift wrapped / written message etc). You would be responsible for the postage cost of returning the item to us (unless the delay is significant i.e 10+ days, then we would offer to cover this cost also).

CUSTOMISED ORDERS

Unless the item is damaged or faulty, or late by over 10 business days, we do not accept refunds / returns of customised items.

CHOCOLATE ORDERS

Warm Location

When the local temperature of the recipient’s address exceeds 35°C / 95 degree within the next 2-7 days, please DO NOT place an order.

White Marks / Coating

All our chocolates are made fresh, typically within the month of your order. If you discover the odd white mark on your chocolate, this is Cocoa butter and is completely normal. It comes to the surface if the temperature increases beyond a certain level. It’s perfectly fine to consume and will taste exactly the same. If the amount of white marks makes the chocolate look unsightly, please get in touch and we’ll look to send you out a replacement.

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We are still operating, however, please be aware of delivery delays Read More