SHIPPING TO EUROPE
Following Brexit, we re-instated shipments to Europe. Despite a significant investment in software to ensure the required paperwork was supplied with all shipments, our experience and that of too many customers in Europe has been overwhelmingly negative. We want to ensure that all of our customers have a great experience and we don't want to allow a courier service to impact on that.
We have temporarily paused shipments to Europe whilst we take time to review our options with courier partners to manage orders leaving the UK.
COLLECT IN STORE
All of our online logistics and fulfilment take place at our Putney store. This means that:
If you choose to collect your order from the Brixton store, we will pick your order from our Putney location and transfer the order over to Brixton ready for you to collect. We will transfer orders at least once a week. They will be ready to collect from Brixton on the Friday afternoon following your order being placed. We will let you know if your order has been able to be transferred sooner than that.
We are working hard to find a more streamlined solution which will allow Brixton customers to click and collect almost immediately but this is not yet possible.
If you order to collect from our Putney store, your order will be ready to collect almost immediately (within our opening hours).
We provide free shipping to the UK for all orders over £70.
All orders to be shipped to UK addresses that total less than £70 costs £7.49.
We work to the following guidelines and in almost all cases meet and even exceed these packing and shipping times. In some rare instances delivery times may take longer (such as bank holidays, Christmas/New Year or periods of unusually high ordering volumes), please bear with us, your order is coming as quickly as possible.
UK ORDERS: All orders place before 6pm will be packaged ready for our courier partners to collect from the shop the following working day. We employ a next working day courier delivery service with DPD Local for UK addresses (please note that order to Northern Ireland, Highland and island addresses may take 2-3 working days) so once DPD have collected your order from us, your parcel should be delivered to you next working day. Please note that next working day delivery is not guaranteed by DPD but is rarely not achieved.
If our courier partners have attempted delivery but been unsuccessful they will leave a missed delivery card with details of how to arrange re-delivery. Please contact the courier using the details on the card to arrange re-delivery.
If you have any difficulty arranging re-delivery directly with the courier please do contact us via email (onlineshop [at] ghostwhalelondon [dot] com) with all the information and we will do our best to help get your order delivered to you.
We take an enormous amount of care in packing your order to make sure it arrives in the same great condition that it left us in. Breakages may, very occasionally, happen in transit so if your order arrives and one (or more) items are broken please take photos and get in touch with us immediately, or within 2 days of the order arriving either by email (onlineshop [at] ghostwhalelondon [dot] com) or by calling us at the shop on 0207 207 1641. We will refund you for the broken item(s).
If you are unhappy with your order once it arrives and wish to return some or all of the items please firstly contact us by email within 5 working days of receiving the delivery to see if we are able to resolve the issue. If we are unable to resolve the issue and you wish to return the items for a refund then please securely and safely package the items and have them couriered to us using a fragile liquids service from a courier firm of your choice. We recommend using UPS. Please note that shipping costs to get the initial order to you will not be refunded. You, the customer shall bare the cost of shipping to return the goods to us. The safe packaging and transportation of goods to us is the responsibility of you, the customer until such time as the goods are received by us in good condition ready for resale. The value of items received in a condition that is ready for resale shall be refunded.
OUT OF STOCK ITEMS
If an item you have placed an order for is out of stock in our store we shall contact you before packing and shipping your order with a suggested alternative. If a suitable alternative is not available, we shall ship the rest of your order and issue a refund for the out of stock item.