Shipping & returns
Please review our shipping and delivery policy carefully to prevent any inconvenience.
Orders placed after 1 p.m. on Friday or during the weekend will be dispatched on the next business day (Monday). Orders made on bank holidays will also be dispatched on the next business day (either Monday or Tuesday), although this may vary during the Christmas and New Year holidays.
At Dickens Direct, a Hong Kong-based company, we work with various suppliers to ensure your orders are shipped promptly and efficiently. Please note that all shipping operations are governed by the rules and regulations of Hong Kong. While we strive to provide accurate shipping timelines, delivery times may vary based on the supplier's location, customs processing, and other factors. Customers are responsible for any customs duties or taxes that may apply. By placing an order, you agree to these terms.
Is it possible to change my shipping address after placing an order?
Should you need to alter the delivery address for any reason, please contact our customer service department at +44 333 577 0049.
Delivery Cancellations
Once orders have been dispatched, they cannot be cancelled; any unwanted items must be returned to us. If you wish to cancel within 30 calendar days after receiving the goods, you are eligible for a refund. Your order will include a returns sheet; kindly complete it before returning any products.
In case of delivery issues
All products undergo thorough checks, packaging, and sealing before delivery to ensure accurate orders. For any queries regarding your order's contents, such as missing, incorrect, or damaged products, please call us at +44 333 577 0049.
Can deliveries be made to an address different from my billing address?
Yes, you can specify a different delivery address during checkout. If the billing address differs from the delivery address, we may require additional information about your order. Please ensure all contact details are accurate. If our customer care team needs to contact you for further information, they will initially do so via email. Please note that your billing address must match the registered address of your card, or your payment may be declined.
What to expect on the day of delivery?
All deliveries require a signature. You will receive an email containing tracking details and an expected delivery date. If no one is available to sign for the parcel, Royal Mail will return it to the nearest depot, where it can be collected within 14 days. Please provide photo ID, such as a passport or driver's license, when collecting your items.
Will I receive a notification after my item is shipped?
You will receive an email notification once your order is packed and dispatched. On the delivery day, the courier company will send you an SMS within a one-hour timeframe. To receive SMS notifications, please provide a mobile phone number at checkout.
Shipping Schedules
We use Royal Mail tracking 24 for shipping, with an expected delivery time of 24 hours depending on your postcode. Royal Mail delivery hours are from 7 a.m. to 5 p.m. Monday through Friday and Saturday.
What if the delivery time is longer than expected?
If there are delays in restocking an item, you will be notified via email. For further inquiries, please contact us.
Shipping and Handling Costs
How much does shipping cost?
All product orders include delivery Charges. If you choose next-day delivery, we have some considerations for you; please see the point below:
1-Economy (£3.99): 4-5 working days
2-Express Shipping (£4.99): 3-4 working days
3-Express Signed for (£5.99): 2-3 working days
4-Special Delivery Details:
- For orders below £70: Delivery charge is £7.99
- For orders between £70 and £150: Delivery charge is £8.99
- For orders above £150: Delivery charge is £8.99
What if my order is unavailable?
Delivery will be postponed until the item is restocked. For more information, please contact our customer service representatives.
Can deliveries be made to my workplace?
If you've previously made purchases from us, you can place a new order over the phone and have it delivered to your office. Please contact us to make a purchase. For first-time purchases, delivery can only be made to your home address.
Do you deliver on weekends?
Yes, orders placed before 9 p.m. on Friday will be delivered on Saturday.
Will I receive a notification when my order is shipped?
Once your order is picked up, you will receive a text or email confirming the delivery date and tracking details. On the delivery day, you will receive a text or email with a one-hour delivery window, typically between 7:30 a.m. and 7:30 p.m.
Where do you deliver in the United Kingdom?
We deliver to all UK mainland postcodes, with delivery to the Scottish Highlands potentially taking longer. Northern Ireland is also served, though delivery times may vary.
