Free Shipping
We offer free shipping on all orders above £150 (incl. VAT) although charges to fragile goods such as wine will be applied regardless of order value as they are delivered via a premium 'fragile' service.
Shipping typically factors in various costs related to fulfilling orders, such as labour (minimum wage currently £11.44 per hour) to process an order, to pick and pack it and to process the payment. The lifecycle of an average order takes about 25-30 minutes labour so roughly speaking a £5 cost. Packaging materials generally come in at around 80p-£1.50 per order and there are merchant and bank payment processing fees to pay as well. Finally, there is the actual shipping fee which typically starts at £3 for a next day tracking service for a small parcel. This makes smaller orders more expensive to process relative to larger orders and this is why we'd encourage bulk buying wherever possible. Rather than pass on the cost of processing smaller orders we use a weighting system to calculate shipping costs as laid out below:
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Order weight
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Shipping cost
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<1kg
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£2.95
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1-2kg
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£3.95
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2-5kg
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£4.95
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5-10kg
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£5.95
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10-20kg
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£6.95
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>20kg
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£7.95
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Fragile Goods
Goods considered fragile such as wine, glass, paschal candles, palm branches and palm leaves, etc will be sent via a Premium Fragile courier service. These fragile goods are dealt primarily by hand to ensure they are delivered safely and as a result incur higher charges. These charges are calculated by volume or weight and will be displayed at checkout.
How long will it take to receive my order?
Orders are typically dispatched within 1-3 working days of receipt unless the item or order contains made-to-order products or is out of stock. If an item is out of stock we will provide an alternative product or advise when the item will be in stock.
Unless notified in advance and to avoid extended transit times couriers will be instructed to leave goods in a safe place near the main door (a porch, covered area, behind bins, etc) if no-one is available to receive them on the scheduled delivery day. If you wish to receive the goods in person please specify this at the time of ordering. For this service option the couriers will attempt to deliver the goods twice after which they are returned to our warehouse.
Please use the 'Notes' field in the shopping cart to provide delivery preferences such as office opening hours, preferred delivery days, safe places to leave goods, etc
Extra shipping charges
There are certain parts of the UK that fall outside the standard courier network such as parts of Northern Scotland, islands and remote places and higher tariffs will apply. Certain heavy and/or fragile goods are also subject to higher shipping tariffs.
What is your returns policy?
We accept returns. Please examine your goods within 3 days of the scheduled delivery date. If incorrect or broken please email images to info@dmhay.co.uk so we can send the correct items or organise replacements. If you wish to return goods please ensure they are packaged appropriately for transit. Returned goods will be examined on receipt and if in a saleable condition will be returned to stock and a full refund will be provided less a restocking charge. It is not possible to provide refunds on any returned goods that are damaged.
