Delivery Policy and Costs
Standard UK £4.00 incl. VAT(Free on orders of £50+) Please allow 3-5 working days.
Next Day Delivery UK £8.00 incl. VAT Next Working Day service. Available on all orders placed before 12 Noon – Mon – Fri.
Channel Islands £6.95 exc. VAT Please allow 3-5 working days.
All standard UK orders are sent via Parcel Force – Track & Trace Service.
Next Day Delivery UK
Next day delivery is not available to the Channel Islands, Isle of Wight, Isle of Man, Northern Ireland and remote parts of Scotland, it also isn’t available on Bank Holidays.
All next day delivery orders are sent via Parcel Force – Track & Trace Service. Orders can be tracked by contacting Customer Services on 0344 800 4466.
If you’ve provided us with a mobile telephone number you’ll receive a text message alert an hour before delivery, if you’re not in you’ll be given the option for the parcel to be left with a neighbour or to rearrange delivery. If you haven’t provided a mobile telephone number and you’re not in when the parcel is delivered we’ll leave a card with details on how to rearrange delivery. Please note a signature will be required.
Europe EU Member States £12.00 inc.VAT Please allow 30 days from placing your order.
Europe Non EU Member States £12.00 exc.VAT Please allow 30 days from placing your order.
Rest of the World £17.00 exc.VAT Please allow 30 days from placing your order.
The price indicated is based on our standard parcel size, if your order exceeds this there may be an additional charge.
To change or cancel your order before receipt of the Despatch Confirmation
If your order has not been acknowledged, you can change or cancel your order as follows:
Click on “My Basket” at the top of the page
To cancel a selected item, tick the “Remove” box against the selected item, and then click update
To change the quantity of an item, enter the required quantity, and then click update
Once you have received an e-mail from us acknowledging receipt of your order we cannot guarantee to amend your order, however we will do our best to accommodate requests – get in touch by e-mailing us at email@example.com or by telephoning us on +44 (0) 1943 817660. Once you have received a Despatch Confirmation (an email confirming despatch) we are unable to change your order.
Returns & Exchanges
It’s no problem to get an exchange or a refund. We just ask that you send your purchase back within 28 days of receipt of goods making sure it’s unused and good as new in its original packaging with all info tags still attached. Please use the Returns Address Label provided with your order, placing the removable Returns Address Label securely on the outside of the package, and place the completed Returns Form inside the package. You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
Send to: Dock of the Bay Ltd, as printed on the Returns Address Label. You can also speed up this process by notifying us of the Return; please log in to My Account; or e-mail us at firstname.lastname@example.org. We recommend that you request a Proof of Postage from your Post Office Counter when posting your item as all products are returned at your own risk and we will not be held liable for lost or damaged parcels.
For exchanges, the replacement goods will be delivered to you free of charge. This will only apply to the first occasion when a replacement item(s) is requested and to UK orders. If a subsequent request is made to replace the replaced item, we reserve the right to request additional postage costs from you before the item is despatched. For items returned from Europe and the Rest of the World we will, if a replacement item has been requested, contact you and collect a payment to cover the cost of postage and packing.We will refund the order or relevant part of it (including the original delivery charge to you, if the whole order is returned within 14 working days from the day after the day of delivery to you of the Products) as soon as possible and in any case within 14 days of receiving the goods back.
If you cancel your order and we do not receive the item back from you, we may arrange to collect the item from you at your cost.If you return a Product to us because you consider it to be defective, we will examine the returned Product and ill notify you of any refund via e-mail within a reasonable period of time. We will usually process any refund due to you as soon as possible and, in any case, within 14 days of the day we confirmed to you via e-mail that you were entitled to a refund.We will usually refund any money received from you using the same method originally used by you to pay for your purchase. The above does not affect your statutory rights, including your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, in which you have the right to cancel your order within 14 working days, beginning on the day after you received the Products.
We do try to ensure that we have good stock availability of all products. However, some goods may sell faster than we predict. If the item you have ordered is not in stock, we will do our best to get it for you as quickly as possible. If we cannot get the item we will cancel your order immediately and let you know by email.If we can get the item, but cannot deliver it to you within our delivery policy, we will email you with the option to cancel your order.
Conformity of the Products
We warrant to you that any Product purchased from us through our site will, on delivery, conform in all material respects with its description, be of satisfactory quality, and be reasonably fit for all the purposes for which products of that kind are commonly supplied.Every care has been taken to ensure that the descriptions and specifications of our products on this web site are correct. However, whilst the colour reproduction is an extremely close representation, a slight variation in the actual goods can occur.
Price and Payment
The price of the Products and our delivery charges will be as quoted on our site from time to time, except in cases of obvious error.If you are ordering from the U.K or European Union all prices are shown in sterling and include 20% VAT on adult’s clothing and 0% VAT on gift vouchers. If you are ordering from outside the UK and European Union or from the Channel Islands, all prices are shown in sterling and exclude VAT.If you want to check out our prices in your local currency, click here for the Universal Currency Converter. Product prices and delivery charges are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Despatch Confirmation.If you are ordering from outside the UK or European Union, your order will be supplied VAT free and a copy of your ex VAT receipt will be despatched with your goods. Local import duties and taxes may be payable when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. We have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order. Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined.
Despite our best efforts, items in our online shop may occasionally be mispriced. We verify prices as part of our despatch procedures and if an item’s correct price is lower than the price shown online, we will charge you the lower amount and send you the item. If the item’s correct price is higher than the price shown online, we will contact you for instructions before despatch. We cannot confirm the price until you order.
To Pay for your Order
Payment for all Products must be by credit or debit card or by PayPal. We accept payment with Visa, MasterCard and American Express credit cards, as well as Maestro, Visa Electron and Visa Debit cards. We do not accept payment by cheque.
You can only see our price list in sterling, but we accept card payments from anywhere in the world.
If you prefer not to send your card details over the Internet, you may contact us directly at the following telephone or fax number below to complete your order:
Tel: +44 1943 817660
Our Customer Service representatives are available between 8:00 a.m. and 8.00 p.m. (GMT) Monday to Friday, 8:00a.m. and 5:00 p.m. Saturday, and between 10:00 a.m. and 4.00 p.m on Sunday. Alternatively email us at email@example.com, and we will get back to you as soon as possible. We will not charge your credit or debit card, or collect payment by Sagepay, until we despatch your order. To protect credit and debit cardholders, all payments are screened using 3D Secure (MasterCard Secure Code and Verified by Visa) and by an independent fraud prevention service. We may contact you for additional security purposes should we deem this necessary.
In the event of you having a complaint or problem with any aspect of our service or the products we offer, please telephone us on +44 (0) 1943 817668 or click here to inform us by email. We take all complaints extremely seriously and we will try to rectify any problem quickly and effectively.
Our Customer Service representatives are available between 8:00 a.m. and 8.00 p.m. (GMT) Monday to Friday, 8:00a.m. and 5:00 p.m. Saturday, and between 10:00 a.m. and 4.00 p.m on Sunday.
All complaints will be acknowledged within 1 working day and will be resolved as soon as possible. We will always keep you informed throughout the process of resolving your complaint and we will keep the details of your complaint confidential. We always welcome feedback from our customers and are continually looking at ways to improve our service.