Delivery & Returns
Where do we deliver?
We offer delivery services to most countries within the European Union, Switzerland and Norway.
Unfortunately, we do not offer a standard delivery charge to Greece, Malta, Cyprus, Turkey or the Canary Islands. For delivery to these and other countries not stated, please contact us. We will be happy to help provide delivery options.
Orders over £20.00 (including local VAT) qualify for FREE delivery. For orders that don't qualify, delivery will be charged at £1.99.
A shipping charge of £10.15 - £15.50 will apply.
For orders outside of the UK and EU or those countries listed in our ‘Where do we deliver’ section, please contact us for delivery options.
Please note, VAT on the shipping cost will be charged at 20%
How long will my delivery take?
Please allow 3-5 working days to receive your order within the UK.
Can I get my parcel delivered on Sundays or Bank Holidays?
No, the couriers we use for our deliveries do not offer Sunday or Bank Holiday's as a delivery option.
Can I change my delivery address once I have placed my order?
You can’t change your delivery address once you have placed your order. We recommend you regularly update your address details to ensure that any deliveries are made to the correct address.
Where can I get my parcel delivered to?
You can have your parcel delivered to any address.
To change your delivery address, please add a new address before entering your card details.
Will my delivery be tracked?
We only offer a tracked delivery service in the UK on any orders over £50.
For any international orders, our couriers use a tracking service, therefore we can track where in the world your order is currently at.
Can I return my items?
Your statutory rights as a consumer are not affected if, for any reason, you wish to return any goods bought from Creative Rox.
Please note, that we only accept returns for any non-faulty items that are returned in their original condition and which have not been opened/used.
Where you have validly exercised your rights to withdraw from any purchase we are happy to offer a similar product in exchange (with any difference in price to be taken into consideration), offer a credit note to the value (minus shipping charges) or provide a refund minus the shipping charges, provided that the goods are returned undamaged and complete in an unused and re-saleable condition.
What are the time limits for returns?
By law, customers in the European Union have the right to withdraw from the purchase of an item within fourteen days starting the day after the date the item is delivered. Or, if multiple items in one order are delivered on different days, fourteen days starting the day after the date the last item is delivered.
When will I receive my refund?
If you select to receive a refund, we will arrange for the original payment cost (minus any delivery charges) to be reimbursed within fourteen days of receipt of the returned items.
What are my returns options?
You must return the goods to us at your cost and we advise you to insure the goods adequately. If returned products are lost during transit, we will not be liable for them. The customer in this instance is liable for all postage and packing charges.
What is our returns process?
- If you wish to return an item, please follow the instructions below.
- Please telephone us on 01978 264925 (within UK) or +44 (0) 1978 264925 (outside UK) or contact us using the contact form to request a Returns Form. Please include the Order Number and/or Invoice Number on all messages.
- You will receive a returns form that you need to print. Please complete this form with the required information (if you are returning a faulty product please give as much information as possible).
- Pack and seal your item and include your Returns Form and original Invoice in the package. We are unable to process your return without the Returns Form and Invoice.
- Use the Returns Label as the address label as this contains our correct address and the Returns Authorization number to show it is a return.
- Postage must be paid by you (if you are returning a faulty product this will be refunded to you if the product is found to be faulty). We will not accept deliveries without postage paid. We recommend you keep your receipt as proof of postage.
- It is recommended that you insure your parcel when returning it to us.
How to package your return
Please note that if you are returning a product to us, it must be sufficiently packaged using bubble wrap, packaging materials etc. to avoid any damage caused in transit. Creative Rox Ltd will not be held responsible for any damage sustained to products en route to our office.
Please ensure that your return is repacked using sufficient protection e.g. bubble wrap, packaging materials to ensure that it is not damaged in transit.
Faulty Goods Returns FAQ’S
What is our faulty goods returns policy?
We endeavour to supply products that are free from any defects. We advise that you should inspect the items when you receive them for defects or damage and notify us by completing our Contact Form as soon as possible after delivery of any defects or damage. Please retain all documents and packaging.
What happens if my parcel arrived damaged?
If your parcel arrives damaged please contact us.
What’s our Faulty Good Returns process?
The process is exactly the same as our returns process. Once you have made contact our team will be in touch. We will request a picture of your faulty/damaged order for our records as this will enable us to raise any damaged in transit issues with our couriers or faulty goods issues with third party suppliers.
If your parcel has arrived damaged, please ensure that you repack the goods using sufficient protection bubble wrap, packaging materials etc. to avoid any further damage whilst in transit back to us.
What charges will I be refunded for if my parcel is faulty or damaged?
We will replace or refund the item(s) and refund any additional postage charges paid by you. We will require photographic evidence of your postage receipt so please ensure you keep this.