Delivery

We offer several delivery options. Depending on which method you choose at checkout, your order can be delivered by Royal Mail, the Hermes network, or Courier (including, but not limited to, DPD, DHL and Parcel Force). Most deliveries will take place Monday to Friday, 7.30am-6pm (although some of our carriers may deliver slightly earlier or later). You can select your delivery option during checkout. If selecting next day UK delivery the most suitable courier will be selected by our system.

At the time of ordering you can also provide us with a contact telephone number and delivery instructions that may help us with your delivery. Typically, this could include leaving an order with a neighbour or perhaps in a safe place if you are not home. We will pass your contact telephone number and delivery instructions on to our carrier to aid delivery, they will then either call the contact number provided or leave a card to let you know where to find your order if it has been left, or what to do next if they’ve missed you. Please note the contact number you provide will not be used for marketing purposes.

International Deliveries – due to customs, legal, regulatory and certain practical restrictions applicable to orders placed for international delivery, some of our products may not be available for delivery to certain geographical regions outside the UK. This will be indicated at the cart and checkout pages when entering delivery address information. This decision is made at carrier level and therefore beyond our control. We do our best to minimise these restrictions by using a wide selection of carriers to deliver our products.

Delivering to BFPO addresses – we will make every effort to deliver your order to any given BFPO address. If you have any concerns regarding this please contact us.

We aim to despatch all orders within 48 hours of payment confirmation (2 business days). For more delivery information including guide prices and timelines please see here.

Returns

We want you to be happy with your purchase, but realise there’s a chance you may just decide that an item is not for you. That’s not a problem, just return the product to us, following the instructions below, and we’ll exchange or refund it.

Under the Consumer Contracts Regulations, if you buy online, you’re entitled to a full refund if you request one in writing within 14 calender days of receipt. This includes any delivery charge. Please return any items in the same condition in which you received them, so please take care of them and keep all packaging.

Return postage is the responsibility of the sender. We recommend that when you send us a return package you use an insured and traceable service and that you keep your receipt. If an items has a proven defect of manufacture, is damaged on delivery, or the wrong item was despatched to you, then you will not incur return postage charges, and this will be evaluated on receipt and inspection (please see the returns procedure below for more information). If your item was delivered by courier, we can organise a courier collection, and if a fee is applicable we will provide you with the cheapest possible price which will be deducted from your refund. We’ll need to know a suitable day for collection, and you will need access to a printer for the shipping label which has a barcode.

According to your wishes, your purchase will be fully refunded or replaced as quickly as possible. If a refund is payable to you we will process the refund as soon as possible, and, in any case within 14 days of receiving the returned goods, by the same payment method used to pay for your order. Our returns policy does not affect your statutory rights.

The procedure for making a return:

1. Email customercare@shockprinciple.com, stating your name and order number, which items you wish to return, and the reason for the return. If you would like us to arrange collection (at your expense) please mention this also, and let us know where and when the parcel can be picked up. If we despatched the wrong item(s) to you, we will provide you with a FREE POST address for return.
2. We will email you a Returns Authorisation Code (RAC) and a Return Form, which you should complete and enclose with your returning order.
3. Please ensure the secure packing of the items(s) before sending back. Ensure your parcel is clearly identified with your name and RAC, and please retain proof of despatch.
4. Once your returned parcel has been received at our warehouse we’ll assess its suitability for resale according to the information provided above.
5. Please allow a maximum of 14 days for our returns department to inspect the item(s) and for the refund to be processed. We will email you once this has been done, with the amount going back on your card (or original form of payment).