Delivery, Returns & Refunds Policy
Delivery
Thank you for shopping with Bilberry Gifts. We aim to pack and dispatch all customer orders within 1–2 working days.
Standard Delivery
Standard shipping is free on orders over £30.
A delivery charge of £3.95 applies to orders under £30.
Our standard delivery services aim to deliver within 3–5 working days after dispatch, although delivery times may occasionally be longer during busy periods, including Christmas and other peak seasons.
Whilst Royal Mail is our preferred courier, we may use alternative delivery providers, including Evri or DPD, where parcel size, weight or operational requirements make this necessary.
If your parcel has not arrived, we kindly ask that you allow 10 calendar days from dispatch before contacting us regarding a missing delivery.
Express Delivery
Express delivery is available for £4.95 and usually arrives 1–2 working days after dispatch.
Delivery times are estimates only and may occasionally be affected by courier delays outside of our control.
Local Delivery
Free local delivery is available on orders over £15 for customers in and around the Bolsover and Chesterfield area.
Where eligible, local delivery will automatically appear at checkout for postcodes within our delivery radius.
We deliver locally on Tuesdays and Fridays between 9am–6pm.
Orders are delivered on the next available delivery day after the order is placed. For example:
. Orders placed on Sunday are normally delivered on Tuesday
. Orders placed on Wednesday are normally delivered on Friday
If nobody is available when delivery is attempted, we may contact you to arrange an alternative delivery date or, where appropriate, leave your order in a safe place.
Returns & Cancellation Rights
We hope you love your order. However, if you are not entirely satisfied or change your mind, we are here to help.
You may return eligible items within 30 calendar days of receiving your order.
To arrange a return, you must contact us before sending any item back by emailing:
Advance notification is required so we know to expect your return and can provide the appropriate return instructions and address details where required.
Eligibility for Returns
To be eligible for a refund for a change-of-mind return, items must:
. Be unused
. Be returned in their original packaging, including bubble wrap and void fill, where reasonably possible
. Be returned in the same condition received
. Include any included components, accessories or packaging
We reserve the right to reduce or refuse a refund where returned goods show signs of use, damage, missing components, or handling beyond what is reasonably necessary to inspect the item and this materially affects resale value.
Some products may have product-specific delivery or return information stated on the product listing. Please review listing details before ordering.
Return Costs
Unless an item is faulty, materially not as described, damaged in transit, or sent incorrectly, customers are responsible for all return postage costs.
Customers may choose any courier or postal service of their choice when returning eligible items.
We strongly recommend using a tracked service and retaining proof of postage, as returned items remain the sender’s responsibility until safely received by us.
Order Cancellations
We understand that circumstances change and we will always try to accommodate order cancellation requests where possible.
As we aim to dispatch orders quickly, cancellation may not always be possible once an order has entered processing or been dispatched.
If an order has not yet been dispatched, we will cancel the order and issue a refund where possible.
If an order has already been dispatched or is in transit, the order may need to be delivered and returned to us in accordance with this policy before a refund can be processed.
This does not affect your statutory cancellation rights for online purchases under UK consumer law.
Returning via InPost Locker (Recommended Option)
For customer convenience, we offer an InPost locker return destination, which is often one of the cheapest and most convenient return methods.
Important: The following details are for InPost locker returns only and must not be used with Royal Mail, Evri, DPD or any other courier service.
InPost Locker Return Details
First Name: Bilberry
Last Name: Gifts
Phone Number: 07375470563
Email Address: contact@bilberrygifts.co.uk
Destination Locker:
MORRISONS Bolsover
Oxcroft Lane
Bolsover
Chesterfield
S44 6DJ
Before returning an item via InPost, customers must:
. Notify us of the return in advance
. Select the correct parcel size and weight on the InPost site or app
. Ensure the parcel complies with InPost locker size and weight limits
. Package the item securely for transit
Customers are responsible for ensuring the selected service is suitable for their parcel. Bilberry Gifts is not responsible for failed locker submissions, rejected parcels, delays, or additional charges arising from incorrect parcel sizing, weight selection, or misuse of the InPost service.
Returning to Our Premises Address
Customers may alternatively return eligible items to our return premises address.
Our premises return address is provided upon request after return notification and must not be substituted with the InPost locker address.
Customers may use any courier or postal service of their choosing for returns sent to our premises.
Damaged in Transit
If your order arrives damaged, please accept our sincere apologies.
Please contact us as soon as possible at contact@bilberrygifts.co.uk and provide:
. Your order number
. A description of the issue
. Clear photographs showing the damage
. Photographs of the packaging where relevant
We may request additional photographs where necessary.
Depending on the nature and severity of the damage, we may:
. Offer replacement parts or a suitable resolution where appropriate
. Send a replacement item (subject to stock availability)
. Offer a refund where a replacement is unavailable
. Request return of the item for inspection and provide a pre-paid label where appropriate
Where return is required due to confirmed transit damage or a clear quality issue, reasonable return costs will be covered by us.
Faulty, Incorrect or Materially Not As Described Items
If you believe an item is faulty, incorrect, or materially different from its description, you must notify us before returning the item.
Please email contact@bilberrygifts.co.uk with:
. Your order number
. A description of the issue
. Clear supporting photographs showing the reported fault or concern
Where it is clear that:
. an item has a material defect,
. an item has been materially affected by a quality control issue,
. an item is materially not as described, or
. we have made an error in fulfilment,
we will work with you to provide an appropriate resolution.
Hand-Finished & Natural Variations
Many of our homeware and gift items are hand-finished or individually produced, meaning minor variations may naturally occur.
This may include:
. Slight differences in finish, texture or colour tone
. Minor cosmetic inconsistencies associated with hand-finishing
. Natural material variation
. Minor differences between listing imagery and finished appearance due to lighting, display settings or finishing methods
Such minor variations are generally considered a normal characteristic of hand-finished giftware and do not automatically constitute a fault or an item materially not as described.
Refunds
Where a refund is approved, refunds are issued to the original payment method.
Refunds are normally processed after the returned item has been received and inspected where appropriate.
Please allow time for your bank or payment provider to process the refund, as processing times may vary.
Your Statutory Rights
Nothing in this policy affects your statutory rights under applicable UK consumer law.