Frequently Asked Questions

Prices

Prices shown are exclusive of VAT. We also show the price including VAT on checkout page.

How long will it take for my order to arrive? 

We operate a next working day (Mon-Fri) delivery service for orders over in weight usually using the courier DHL.
Orders placed before 12.00pm are shipped the same day and will arrive the following working day. Orders placed after 12:00 are likely to be processed the next working day.

Smaller items (under 2Kg) will be sent either 1st or 2nd Class post via Royal Mail, which is not a guaranteed delivery, we also have the option of 1st or 2nd Class Signed For which is not guaranteed delivery however this is fully Tracked, if you need your item sooner, please contact us for a quote using a faster delivery service or a tracked service.

If Severe weather has affected the UK, parcels may be delayed which are out of our control, then please contact us for any delivery updates.

Do I need to sign for the parcel? 

Yes for Courier Parcels, if you have given us a contact telephone or email address, you will receive a 2 hour time slot window for delivery, you then have the option to change the delivery of your parcel and you can opt to leave in a secure place- please be aware if you choose for this to be left without a signature, you will not be covered for any loss of the parcel.

Items sent 1st or 2nd Class Royal Mail standard post/ under 2Kg do not need a signature, items 1st or 2nd Class signed for/ Under 2Kg are tracked which will then require a signature.

What is the cost of delivery? 

A standard Courier post and package charge of £7.75 plus VAT for any orders over 2kg up to 5kg in weight. UK Mainland
A standard Courier post and package charge of £10.00 plus VAT for any order over 5Kg up to 23Kg in weight. UK Mainland
A standard Courier post and package charge of £14.00 plus VAT for any orders over 23kg up to 30Kg in weight. UK Mainland
Any orders above 30Kg, please contact us for a quotation.

 

Royal Mail Standard 1st Class parcels less than 2Kg in weight will be charged at £4.50 plus VAT. UK Mainland
Royal Mail Signed for 1st Class parcels less than 2Kg in weight will be charged at £5.90 plus VAT. UK Mainland

Royal Mail Standard 2nd Class parcels less than 2Kg in weight will be charged at £3.70 plus VAT. UK Mainland
Royal Mail Signed for 2nd Class parcels less than 2Kg in weight will be charged at £5.10  plus VAT. UK Mainland

Scottish Highlands & Islands – contact us for a quotation

Isle of Man & Channel Islands – contact us for a quotation

Northern Ireland- contact us for a quotation for delivery to a delivery depot.  Customs and Duties must be paid by the recipient.

Ireland the charge- contact us for a quotation to a delivery depot.  Customs and Duties must be paid by the recipient

FOR EU AND OVERSEAS – DELIVERY IS AT COST VIA A QUOTATION FROM US. CUSTOMS AND DUTIES MUST BE PAID BY RECIPIENT PRIOR TO DELIVERY

What are your delivery times? 

Our courier DHL delivery between the hours of 9am to 5pm, Monday to Friday.

I have a query with my web order/delivery? 

Please  call us on 0191 3863921 or email us at reception@ciudurham.org.uk

Do you deliver to destinations outside the UK? 

Yes- Please telephone us to obtain a quote on postage costs.

Do you deliver to BFPO addresses? 

YES- Please telephone us to obtain a quote on postage costs.

My Parcel has not been delivered ?? 

If your parcel has not arrived, only contact us if you have checked the tracking information first if you have paid signed for delivery or a courier parcel & if paid for 1st or 2nd class standard royal mail check that it is not at your local post office waiting for collection & also check that they have not left you a calling card or parcel has been left with a Neighbour etc, if you still cannot locate the parcel please contact us within 7 days of dispatch and we will do our checks with our courier or Royal Mail , after we have completed our checks we will inform you of the outcome depending on postage paid at the time of ordering.

What are your opening hours? 

Monday- 9.00-4.00pm
Tuesday- 9.15-4.00pm
Wednesday- 9.15-4.00pm
Thursday- 9.00-4.00pm
Friday- 9.00-2.00pm

Can I collect my order? 

Yes, please let us know what day you would like to collect your order and we will have your parcel ready for collection. Please choose collection at checkout.

Artwork for Personalised Orders

Please email us at reception@ciudurham.org.uk and we will send your request to our processing team, before the order is fully processed, we will send  a pdf proof for your approval before the order is  placed.

How Secure is your Ordering System?

We use Stripe for handling our Card Payments & telephone orders, we are fully PCI Compliant.

What is your returns policy? 

Please contact via telephone on 0191 3863921 to arrange a return.
No returns will be accepted without contacting us first and without a returns code.
All products must be returned within 7 days in full working order and original packaging, this is at customers cost.

For full details of our returns, please see our full Returns Policy.

All our packaging is re-used and recycled