Delivery Information

 
First Holy Communion Delivery Information - www.firstholycommunionday.co.uk UK & Overseas Postal Charges

We use a combination of Royal Mail or Courier services.
Delivery timescales are quoted from the date of dispatch and not from when the order is placed.
We dispatch Monday to Friday, excluding UK public holidays.  Out of the busy season we will also post on a Saturday morning.
Please see dispatch service information for details on delivery timescales.
We endeavour to dispatch in stock items the same day if ordered before 11am. However during busy periods this can extend to 1-2 days. We will advise you if we are unable to dispatch within these timescales.

As many of our items are 'drop-shipped' they will be dispatched by our suppliers direct to you, therefore your order may arrive in different packages if coming from different suppliers.  Our Drop Shippers have their own delivery timescales and we have endeavoured to include all dispatch information in the item description.  If you are unsure whether the goods will reach you in time, please do get in touch before placing your order.
 
Standard UK Postage Charges

Postage is always a tricky one!  We have tried to keep it simple where possible!

STOCK ORDERS

For STOCK Orders (i.e items that are kept in stock with us) under £75 we have calculated the postage based on standard Royal Mail postal delivery services.   As standard we have 5 UK postal options.  Free postage only applies to Standard UK 2nd Class Postage.  You will be given the option to upgrade to 1st Class, Next Day (if applicable to that item and if ordered before 11am) and for Saturday Delivery Service (if applicable for that item and ordered before 11am).

FREE DELIVERY

This is available for orders over the value of £75, regardless of who the item is supplied by.  This will be Standard 2nd Class Delivery by Royal Mail.  You still have the option to upgrade to 1st Class, Next Day (where applicable) and Saturday Delivery (where applicable).

DRESS ORDERS

Free delivery for all dress orders over £75.
Dresses over the value of £150 will be sent via Royal Mail Next Day Special Delivery.  This guarentees that your dress will arrive by 1pm the next working day.  It will require a signature so please ensure that there will be someone home to receive your items.
Collection Service - if you live local to Chertsey and wish to collect your dress, then please get in touch and we can arrange a collection time (call 01932 570486 or 07766 782311 to discuss).

DISPATCH OPTIONS

UK 2nd Class Dispatch - is the standard delivery option. Most deliveries will be received within 3-5 days of dispatch (not order). However it may take longer as this service does not have a guarenteed delivery timescale. Items dispatched by this option are not trackable and not require a signature. If you have not received your parcel after 20 working days, please email us at communionangels@hotmail.com to discuss options.

Royal Mail Signed For™ 2nd Class - aims to safely deliver your letter or parcel in 3-5 working days and give you signed for proof of delivery. The added benefits include:

• proof of delivery including a signature from the receiver
• check online or via your mobile to see when your item has been delivered
• compensation cover up to £50.

UK 1st Class Dispatch - is our faster delivery option. Most deliveries will be received within 1-2 days of dispatch (not order). However it may take longer as this service does not have a guarenteed delivery timescale. Items dispatched by this option are not trackable and do not require a signature. If you have not received your parcel after 20 working days, please email us at communionangels@hotmail.com to discuss options.

Royal Mail Signed For® 1st Class - aims to deliver your letter or parcel within 1-2 days after dispatch  - and gives you the added security of:

• proof of delivery including a signature from the receiver
• check online or on your mobile to see when your item has been delivered
• compensation cover up to £50.

Express UK Monday - Friday - is not available for all items on the website, please check item details or call the office (01932 570486) to check that the items are eligable for this service. For this service you must order before 11am for guarenteed delivery by 1pm next day. This is a tracked and signed for service, please make sure someone is available to sign. If we are unable to fulfil this delivery service we will get in touch to advise you as such. This service is not available to certain areas in the Scottish Mainland and Highlands, please get in touch to check if your area is eligable for this service.

Express UK Saturday Service is not available for all items on the website, please check item details or call the office (01932 570486) to check that the items are eligable for this service. This service is Insured, trackable & guaranteed, next day delivery. Order by11am Friday for delivery before 1pm on Saturday. A signature required. NOT AVAILABLE FOR ALL ITEMS - PLEASE ENQUIRE IF USURE. This service is JUST if you require your package to arrive on a Saturday. If orders are received after 11am on a Friday, the item will be held until the following Friday for dispatch for delivery the following Saturday. If you simply require a fast service then please select UK Express Option.

YOU WILL RECEIVE AN EMAIL WHEN YOUR ITEM IS DISPATCHED. ALL DELIVERY TIMESCALES ARE FROM DISPATCH - NOT FROM WHEN YOUR ORDER IS PLACED.
WE ENDEAVOUR TO HAVE YOUR ITEMS READY FOR DISPATCH WITHIN 3 WORKING DAYS - THIS CAN TAKE LONGER FOR HANDMADE AND PERSONALISED ORDERS - please get in touch if you require your item in a hurry and we will do everything we can to help where possible.


EUROPE & REST OF WORLD ORDERS

We ship world wide. Please allow extra time for your orders to be delivered. We can not guarentee delivery timescales only guarentee dispatch timescales. Where items are in stock and available for immediate dispatch we will endeavour to dispatch the same day if the order is received before 11am.

We use Royal Mail Tracked & Signed Service for our overseas deliveries, where packages are over 2kg we may choose to employ the services of a courier. We will advise you of the service used in your Dispatch Email, sent at the time of dispatch.

We reserve the right to allocate the best postage and courier option for you based on the value of the goods you have purchased.  We will always aim to be fair and seek the most economical way to ship your items to you with the intention of getting your items to you in the fastest and safest way possible.  Please do enquire at communionangels@hotmail.com if you wish to discuss postage options before placing your order.

Royal Mail International Tracked & Signed Service

Tracked & Signed is a combination service offering full end-to-end tracking, signature on delivery and an online delivery confirmation.
All our tracking and signature services aim to deliver to Europe within 3-5 working days and worldwide within 5-7 working days.
Tracking and Signature items are processed in a separate network while they’re in the UK. You will be provided with proof of posting and compensation up to £50 as standard with extra compensation up to £250 to protect valuable items against loss or damage.

Signature on delivery

A signature is taken on delivery for items sent using International Tracked & Signed and International Signed. However, we do not provide a copy of the signature to you as part of the service and it is not available to view online.

You will need to ensure that someone is available to sign for your item upon delivery.

AIR MAIL - INTERNATIONAL SIGNED FOR SERVICE 

If any order exceeds 1kg, we will contact you regarding price options, we may choose to use the services of a courier and where the cost exceeds the standard delivery charges, we will consider absorbing the costs for you.

DELIVERY TERMS & CONDITIONS

SPECIAL DELIVERY INSTRUCTIONS - If you request for your order to be delivered to an address other than the card holders registered address ie to a work address and or neighbour or mark parcels with 'leave in porch' (or similar instruction) we will do this however due to possible theft this is entirely at your own risk - we cannot be held responsible for any failings - Royal Mail will not leave packages that require a signature on receipt.

Orders placed with delivery to PO Box addresses, airports and any other similar non residential or work address will be rejected.

OVERSEAS CUSTOMERS - Please check your order that you have selected the correct "AIRMAIL DISPATCH SERVICE" at checkout. if you do not select the correct shipping option, we will contact you if you have made an incorrect selection but please be advised that this couls slow down dispatch.

REDELIVERY INSTRUCTIONS - We can not be liable to you for a redelivery if a "non-signature" service is requested, or written instructions are given to leave goods in a "safe" location, and the goods are subsequently lost or damaged, or we receive written instructions to collect Consignments from a “safe” location in which event we shall not be liable for any loss or damage which occurs prior to such collection, or attempted collection of such Consignment.

NON-SIGNATURE SERVICE - You acknowledge that if you elect to choose a non-signature service or you request that goods are left at, or collected from a ‘safe’ location at your address, that you are aware that these requests have not been recommended by us nor should such methods be used for goods which have high value to you or the Consignee (if applicable). If you require added security and peace of mind, please select our 'Royal Mail Signed For' services.

Please Note: That at busy times, it may take us a little longer to dispatch items to you. Only Express orders are guaranteed as Royal Mail next day service.  This option is limited to certain items on the website, please check before ordering if it is unclear if the goods can be dispatched for next day delivery.

ADVANCE NOTICE
March, April, May & June are our busiest time of year and we receive a high volume of orders daily, orders are prioritised by postage option chosen. We do recommend 1st class post during MARCH, APRIL, MAY and JUNE if you require your order within 5 - 7 working days.

Important Information Re Royal Mail & National Courier Delivery Services

The delivery of goods to you is deemed to be a separate contract for services, distinct from your contract to purchase the goods. We use Royal Mail Delivery service for all orders under 2kg, this service is operated by Royal Mail, so we are not responsible if the Royal Mail does not deliver on time.

We must state as part of our terms & conditions that once we have processed and dispatched your order and it has been accepted by the Royal Mail we are completely in their hands to operate their service. Delivery timescales are approximate we regret that we cannot be responsible and no liability whatsoever is accepted in respect of late deliveries or lost packages. If you have purchased a dispatch service that has a tracking number, we will help to track your order, if you have chosen our free standard service, Royal Mail will not assist or help track the package until 15 working days after your order has been dispatched.

Delivery time information is provided by Royal Mail , and exclude weekends and bank holidays. Note that Royal Mail delivery times may vary, particularly during peak period.

Our Royal Mail packages are collected daily by Royal Mail, and we obtain proof of collection for packages collected by Royal Mail

Trackable parcels will require a signature on receipt, if the delivery officer cannot deliver he will leave a calling card to advise what action he has taken if he cannot get a reply.

The Royal Mail postman will return the parcel to your local posting or sorting office and you must collect within 5 - 15 working days, otherwise it will be returned to us. Should any order be returned to us by the carrier after an unsuccessful delivery attempt any additional charges must be paid by the customer. If the order is to be resent, the customer will have to pay for additional postage.

Whilst we make every effort to process and dispatch orders with all possible speed we regret that we cannot accept responsibility if an item fails to arrive by the required date. We as a company do not deliver the orders, we pay a third party company to provide this service for us, so we cannot accept responsibility for the delays that do occasionally occur when using carriers.

DELAYED OR LOST ORDERS
When your order has been processed and dispatched we will send an e-mail to the email address on the order showing that your order has been dispatched.

If you have not received your order within 5 - 7 working days after dispatch please check with your local Royal Mail Office or neighbours before contacting us. Do not assume a calling card will be left by Royal Mail. You must notify us via e-mail to communionangels@hotmail.com stating your name and order number within 20 working days from the date it was dispatched.

After 20 working days from date of dispatch your order status will change to complete. Claims for non delivery cannot be made after this time and we have no liability to you.

OVERSEAS DELIVERIES - Customs & Import Duties.

For delivery outside of the European Union, you may be subject to import duties and taxes which are levied once the package reaches the destination country when ordering goods from firstholycommunionday.co.uk. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from firstholycommunionday.co.uk, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.
 

Returns Policy


The www.firstholycommunionday.co.uk “if you’re happy, we’re happy guarantee”

We know that buying over the Internet, by its nature, is not the same experience as shopping on the high street. You can’t pick it up, you can’t try it on, and your computer screen may not show the true colours. To help build your confidence in purchasing from our site, First Holy Communion Day offers a fourteen day money back refund policy.

You have a duty to return any item to us and the cost of doing so is your responsibility

What is the returns and refunds policy?
Subject to exceptions, www.firstholycommunionday.co.uk is happy to refund your purchase within 14 days of delivery. Your refund will be credited to the original payment card

Postage and packing charges are a separate contract and are deemed as a service that has begun and has been completed before the end of the 14 day money back policy period and hence will not be refunded.

What happens if I no longer require the order
If, on receiving your order, you decide you do not wish to keep the goods, you can return any item you're not completely happy with within 14 days of receipt for a refund.Please note your returns must be delivered to us within this time, returns received beyond these periods will not be accepted

Unwanted goods must be returned in a fully resaleable condition and any tags must be intact. Extra care must be taken when trying on clothing, please ensure you are not wearing any make up, fragrance or deodorant that may leave a scent or mark. We reserve the right to refuse a refund if goods are not returned in a saleable condition or are damaged.

We cannot refund the postage cost incurred in returning unwanted goods and even where you have qualified for free delivery a minimum postage and packaging charge of £4.25 will be levied on unwanted goods and deducted from any refund made.

Important - FREE UK SLOW SAVER DISPATCH is only valid if the item/s is kept

Do You Exchange Returns?
We're not able to offer an exchange through the website.To avoid disappointment we advise that you place a new order for any items you wish to exchange for and request a refund for your return, as the items you want may sell out in the time it takes for us to receive your return. We are not able to hold items and cannot guarantee their availability prior to receiving your return.

How can I return items?
Just contact our Customer services team from Monday - Friday on +44 (1932) 570486 or email: communionangels@hotmail.com to obtain a Returns authorisation number You can return items in the post via Royal Mail or via courier.

How do I return by post?
You can return items to us via Royal Mail or Courier - Your return must be postmarked within 24hrs of receipt of the returns number otherwise it will be shipped back at your expense and considered a final sale.

• Repackage the goods into the original packaging.
• Complete the returns form enclosed in your parcel, indicating your reasons. Enclose within the parcel.
• Attach the returns label to the outside of the parcel Include the full Returns Number

Return shipping address.

Communion Angels & First Holy Communion Day
(your Returns number)
5 Abbey Meadows, Bridge Road, Chertsey, Surrey, KT16 8RA

Take the parcel to a Post Office and obtain a proof of posting.
Retain your proof of posting until you have received your refund
You can arrange a collection with any courier company

Please note we do not take responsibility for any loss or delay caused when returning items to us. For added guarantee, especially for a highly valuable return, we advise that you use a guaranteed trackable delivery method with purchase insurance.

Items returned by post can take up to 10 working days to reach us once you have posted the parcel.

Crediting your Account
We aim to process all returns within 10 working days of receipt. However during busy periods such as April, May & June this process could take up to 15 working days. We would appreciate your patience and understanding should this be the case.

When your refund has been processed it can take your card provider 5 to 10 days working days to credit your account.We will credit the method of payment used.

Non Suitable items we will deduct shipping fees that incurrecd to dispatch the item to the customer - We cannot refund the postage cost incurred in returning unwanted goods and even where you have qualified for free delivery a minimum postage and packaging charge of £4.25 will be levied on unwanted goods and deducted from any refund made. Important - FREE UK SLOW SAVER DISPATCH is only valid if the item/s is kept

Under no circumstances will refunds be given more than 60 days after payment was made.

In order to avoid unnecessary delays in processing your refund, ensure you use the correct label and follow the instructions carefully.

Received a Wrong or Faulty Item
In the unfortunate instance that you receive a wrong or faulty item in your order, we ask that you let us know straight away. Please return this to us for a full refund. We will refund the payment card the price paid for the item on the receipt. If this is the only item on your order, we will also refund the delivery fee.

For faulty items that have been worn/used are excluded from our returns policy, please email photos and advise of fault to communionangels@hotmail.com for further assistance.

Duplicate Order
If we have sent a duplicate order in error, and have requested for the order to be returned we will arrange to send a pre paid postage label, if it is not returned within 7 days, we will issue a invoice for the outstanding order.

First Holy Communion Day must receive all returns within 14 days. We cannot refund or exchange faulty, damaged, incorrect orders or unwanted products after 14 days of receipt.

What products are excluded from your refund policy?
Certain product categories by their nature are exempt from the 14 day return policy.

There are naturally exceptions to the terms shown above, where for instance products are specially made, so please always double check the product page re "Made to order or Pre Order Products"

The following items are non-returnable and non-refundable:

1. Any products that are specially made, or ordered, with your choice of name, fabric, message or other customised aspect

2. Any product which has to be specially ordered (pre order) in a colour or size of your choice and is not therefore held by us as a stock item will be deemed a custom order.

3. perishable products

Many of our bibles and books are sealed by the manufacturers so we cannot accept returns on bibles or books under our 14 day money back guarantee if the sealed plastic wrapping has been unsealed – this does not affect your statutory rights.

For purposes of hygiene we can not accept the following items:

4. Personal products such as underwear and tights

5. Jewellery (pierced earrings)

6. Hair accessories, Tiaras, Hair Bands, Hair Clips

Handmade Items, Made to Order or Custom Orders are exempt from the ‘Distance Selling Regulations’. For more information please visit the Office of Fair Trading website.

To avoid disappointment, please check whether an item is non-returnable and non-refundable before ordering.

What are my rights under Distance Selling?
The Communion Angels / www.firstholycommunionday.co.uk “if you’re happy, we’re happy guarantee”

We know that buying over the Internet, by its nature, is not the same experience as shopping on the high street. You can’t pick it up, you can’t try it on, we have the following returns policies

UK & N. Ireland customers
Under the Consumer Protection (Distance Selling) Regulations (DSRs), you have up to seven working days starting the day after you have received your delivery to cancel your order. This does not apply to certain 'exceptions' specified at section 13 of the DSRs, including goods made to your specification, clearly personalised goods or audio or video recording or computer software if you remove the seal, newspapers, periodicals or magazines or goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. Any delivery charges will be refunded, however, if only part of your order is cancelled, the delivery charge will not be refunded. If you wish to cancel your order within 30 minutes of placing it, call customer services on 01932 570486. If more than 30 minutes have elapsed we will be unable to stop the delivery of your order Our normal return policy will then apply if the merchandise is unwanted, during this period you must take reasonable care of the goods. Further details of your rights under Distance Selling Regulations are available from your local Trading Standards department or Citizens Advice bureau.

International customers
Under the Consumer Protection (Distance Selling) Regulations (DSRs), you have up to 7 working days starting the day after you have received your delivery to cancel your order. This does not apply to certain "exceptions" specified at section 13 of the DSRs, including goods made to your specification, clearly personalised goods, audio or video recording or computer software if you remove the seal, newspapers, periodicals or magazines or goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. If you wish to cancel your order within 30 minutes of placing it his can be done via email - Important: please remember to include your order number on the email. If more than 30 minutes have elapsed we will be unable to stop the delivery of your order Our normal return policy will then apply if the merchandise is unwanted, during this period you must take reasonable care of the goods.

Further details of your right under Distance Selling Regulations are available from your local Trading Standards department or Citizens Advice bureau.

RETURNS FROM OUTSIDE THE EU must be labeled ‘Returned unwanted GB merchandise’ to avoid import duties