FAQ's About Delivery
1. Where do you ship?
From our UK/EU website you can order goods for delivery to any EU member state. From our US/Canada website you can order goods for delivery to US and Canadian mainland addresses. For orders outside of these countries please contact us at the following email address and will advise you on the best way to proceed: email@example.com.
2. What are the delivery charges?
Please go through a sampling order for shipping charge. Typically, the shipping charges depend on the items size and weight.
UK - flat rate of £5.11 GBP regardless of order size
Europe - £11.99-28.79 GBP
Mainland USA & Canada - Free -$29 USD
3. When will I receive my order?
UK - Dispatch 1-2 working days, Delivery 1-5 working days.
Europe - Dispatch 1-2 working days, Delivery 3-8 working days.
Mainland USA and Canada - Dispatch 1-3 working days, Delivery 2-10 working days.
The maximum period of delivery would be within 14 working days, unless specifically agreed with you the customer. If any item you have chosen is unavailable, we aim to contact you via your e-mail address or via phone within 24 hours.
4. Who do we use for deliveries and other information?
UK - Royal Mail, UPS, DHL, Fedex, UK Mail, myHermes
Europe - DHL, UPS, Fedex, ParcelForce, Royal Mail
Mainland USA & Canada - Fedex, UPS
For UK orders all of the aformentioned courier companies (with the exception of the Royal Mail and some myHermes services) require a signature upon delivery. If no one is available at the delivery address to sign for the goods, the delivery company will leave a card. You can simply call the number on the card quoting the card reference number to re-arrange delivery at a more suitable time. If the delivery company is unable to deliver and you do not contact them, a £10 GBP re-delivery charge will be incurred.
For EU orders all of the aforementioned courier companies (with the exception of the Royal Mail) require a signature upon delivery. If no one is available at the delivery address to sign for the goods, the delivery company will leave a card. You can simply call the number on the card quoting the card reference number to re-arrange delivery at a more suitable time. If the delivery company is unable to deliver and you do not contact them, a £20 GBP re-delivery charge will be incurred.
5. Duties and Taxes?
Orders shipped to destinations outside the UK and the EU may incur duties and taxes, which may be due at the time of delivery. These are not calculated during checkout and are not collected by HeadSprung! Ltd. (If you are sending a gift, the recipient may be responsible for these amounts). You may want to consult your local customs office for more details about duties and taxes.
6. I would like to return my order
If you are unhappy with anything you have ordered please let us know by email at firstname.lastname@example.org or call +(44) 79 6688 9965 from Europe. It is important to us that you are satisfied with our designs and we do our very best to solve any issue you might have. We accept returns of unused products in their original packaging and in resalable conditions, within 14 working days after delivery of your order. Please join a copy of your invoice or delivery note for identification purpose. Refunds will be issued within 10 days of receipt of the returned goods. Return costs are not pre-paid. Postage or other return costs will be the customer’s responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods. You must return the goods, together with their packaging, in the same condition as supplied to you. Whilst in possession of the Goods you will be under a duty to take reasonable care of them. We reserve the right to refuse a refund on Goods returned which have been made unfit for resale or damaged whilst in your possession.
UK & EUROPE: HeadSprung! Ltd, 38 Dalkeith Grove, Stanmore, Middx, HA7 4SF, UK
USA & CANADA: HeadSprung Co USA LLC, 4 Greenhaven Drive, Spring, Texas, 77381, USA
7. How do I cancel my order?
You can cancel your order with no fee before dispatch. Please call us on +44 (0)79 6688 9965 from Europe if you wish to cancel an order. You can also email us at email@example.com. If your order is already dispatched and you changed you mind, just drop us an email and make sure that you refuse the delivery or return your order as above. We will issue your refund minus carriage charge within 10 days of receiving your order back.