Shipping & Returns
COVID-19 / Lockdown
During the COVID-19 pandemic / Lockdown we are operating as normal and taking special measures to protect staff and customers. Some deliveries have been delayed and we would ask customers to be patient at this time if their package is delayed. Full details of your rights are below.
Locations we ship to and the costs:
| Country / Area
|UK RM 48hr
|UK RM 24hr
|Rest of World
UK Shipping times:
All orders placed before 2:00pm (GMT) are shipped on the same working day Royal Mail 48hr as standard. In our experience items are usually delivered the day after they are dispatched but please allow the full 48hrs before querying your order as Royal Mail may be experiencing delays which are out of our control.
Please note, all orders placed on Fridays after 2:00pm will not be shipped until Monday.
Europe (EU) Shipping times:
All orders placed before 2pm (GMT) are shipped on the same working day. Depending on the country, EU orders can take anywhere from 5-10 working days.
Rest of World Shipping times:
All orders placed before 2pm (GMT) are shipped on the same working day. Depending on the country, ROW orders can take anywhere from 10-20 working days.
We accept returns up to 30 days from purchase. Items can be returned if they have been removed from the packaging, however all items must be returned and they must not be used or damaged. Items will be inspected upon receipt and if they breach these terms we reserve the right to refuse a refund.
Please return items to:
Totally Seals, Huboo Ref 1584, Unit 1, Vertex Park South, Emersons Green, Bristol, BS16 7LB
Full Shipping Policy:
As an online seller we always try to be as flexible as possible when dealing with customers. We want to provide the best service and we want to ensure that all products reach our customers within a reasonable timeframe. We have therefore put together this detailed shipping policy to help.
Easter and Christmas Holidays
Orders will be shipped on the next working day as per our policy below. Please note, emails may not be answered during these times, any customer enquiries will be answered on the following working day prior to goods being shipped.
Standard Shipping (Totally Seals Products Bought Directly via the Website)
Order by 2pm for same day dispatch via Royal Mail 48hr, or upgrade for Royal Mail 24hr. This is 1 or 2 working days, however it is not a guarantee provided by Royal Mail. Therefore we strongly advise ordering as far in advance as possible because we cannot be held responsible for delays due to Royal Mail.
Delivery is Monday to Friday, excluding public holidays. Any orders placed after 2pm Friday and over the weekend will not be dispatched until Monday, excluding Public Holidays.
Easter weekend shipping cutoff is 2pm on the Thursday before good Friday.
Package not arrived? As on online seller we have the right to ask the customer to wait 30 days before a refund or replacement must be sent and we reserve the right to offer this. However all late items will be looked into by our team on a case by case basis.
Next Day Shipping
Next day shipping is Royal Mail Tracked 24 and all purchases must be made by the 2pm cutoff. If an order is made after this cutoff it will not be dispatched until the following day. Totally Seals does not bear any responsibility for delays due to Royal Mail strike action, weather or other unforeseen circumstances.
If you fail to take delivery of the ordered goods and they are returned to us, we will contact you upon their arrival via email. A refund of the cost of goods will be processed within 7 days unless you have notified us before then to advise that the goods are still required. If the goods are still required, you will be charged an additional shipping fee for a second delivery which will be agreed with you prior to dispatch.
Courier Deliveries: It is the responsibility of the customer to ensure there is someone at the delivery address at the specified date to sign for the parcel. If no one is present the courier may deliver the goods to a neighbour either side or directly opposite and should leave a card to advise where this parcel has been left. Alternatively, the parcel can be left in a safe location on the property, such as porches with a door, sheds or greenhouses and garages. If a parcel is showing as being delivered but you are claiming non receipt of a parcel, please contact Customer Services directly through our website. Notification of such failures must be made within 7 working days from last day of expected delivery. Please allow 3-5 working days from date of notifying us to allow us to investigate with the courier. If a refund is applied and the goods are later located then we reserve the right to place a debit for these goods unless you return them to us. Failure to raise an initial query within this timeframe may result in failure to investigate with our couriers and redress may not be offered.
Right to Cancel
As a consumer you have the right to cancel your order 14 days after your purchase. The outcome depends on the timeframe that this is done within:
1) Cancellation prior to dispatch - Refund will be processed immediately.
2) Cancellation after dispatch but prior to delivery - Customer must refuse goods and refund will be given once it is received by Totally Seals.
3) Cancellation after goods received - Customer is liable for the return shipping cost, refund will be given once the item is received by Totally Seals.
Usually everything displayed on our site as "In Stock" is present in our warehouse and available for immediate dispatch. In the unlikely event that any ordered goods are not readily available to us, we reserve the right to cancel your order. You will receive an email notification of any order cancellation as a result of stock out confirming that any pre-authorisation has been released or payment refunded as relevant in line with our Payment Terms, to the extent that the out of stock item forms part of a larger order, all other goods ordered by the customer will be dispatched in the normal way.
It is our objective to achieve on time delivery on all orders. We monitor our delivery partners and our experience is that delivery is successful within the chosen delivery time period in 99% of cases.
We use a number of third party courier service providers and on occasion human error may cause a package to be misdirected. Once dispatched, the on time delivery of a package is the responsibility of the relevant courier company and Totally Seals cannot be held responsible for a package not reaching its destination on time.
In order to avoid disappointment, we suggest that customers place orders well in advance of when they are required to allow for any unforeseen delays. We accept no responsibility for delays to customer's projects/deadlines due to shipping delays.
Our shipping policy excludes any products shipped by third party partners that Totally Seals work with. If a product sold by us has been dispatched by another company we will work with the customer on a case by case basis.
Please note that we try our best to offer the most competitive shipping rates. Shipping fees incurred are only covering the cost of the shipping as charged by our third party delivery company. In these cases, we have no alternative but to pass this shipping charge to our customers. Where possible, we subsidise the shipping charge and do not pass this to our customers.
Please note that all our delivery times are only guidelines and are not 100% guaranteed due to certain factors which are outside of our control.