Delivery & Returns

Returns & Refunds

Changed your mind? Not a problem. At Addis we pride ourselves in offering you excellent service, so we want you to be 100% confident when purchasing from us.

Firstly, please make sure that you check your items carefully before you use them. Secondly, we recommend that you keep your receipt or order number, which can be found on your order confirmation email or on the despatch note that comes with your delivery, because you might need it as proof of purchase in the event of any after-sales enquiry.

Our products* are covered by our 14 day money-back-guarantee. You are responsible for the cost of returning the item unless there is a fault. Please note where possible; return the goods in their original packaging.

As soon as we receive the returned item(s), we will refund the card you made the original purchase with. Please note that for security reasons we can’t refund a different credit/debit card to the one you placed the original order on and we can only send out replacement products to the delivery address specified in the original order.

Consumer contracts (Information, cancellation and additional charges) regulations 2013

Our 14 day money back guarantee fulfils the legal requirements of the Consumer Contracts (Information, Cancellation and Additional charges) regulations 2013 to ensure you feel comfortable shopping with us. Below is the official requirement of Consumer contracts ( information, cancellation and additional chrages) regulations 2013 for your reference:

Under the Consumer Contracts (Information, cancellation and additional charges) Regulations 2013, you have a right to cancel your order for any item purchased on this website for a full refund within 14 days of receipt of goods. To cancel, you can email us or write to us within seven working days* of delivery of your item(s), quoting your order number. Your items, where reasonably possible; must be returned to us in their original packaging. If you have an order query, please email Consumer services or call us on 0800 515 300.

Our opening hours are 8.30am-4.30pm Monday- Thursday and Friday 8.30am-4.00pm

Things to remember

Your items where possible should be in their original packaging and in a reasonable condition

The despatch note you receive from us must be included in the pack that you return together with the goods that you are returning

Refunds will be credited to your account to the original method of payment

Refunds will be processed in your original currency

Delivery

To place an order you will be asked to provide a valid email address so that we can contact you with any queries. You will only pay one delivery charge per order regardless of how many items you order.

Standard Delivery to Mainland UK

Goods that are currently in stock will be delivered within 5 working days from confirmation of your order and a flat rate delivery charge of £4.95 will apply.

Delivery charges for non mainland UK

We also deliver to the Scottish Islands, Scottish Highlands, Isles of Scilly, Isle of Man, Isle of Wight, Northern Ireland, Republic of Ireland & Channel Islands.  However, please note our delivery charges differ due to the increased cost of carriage charged by our carriers. Please contact us for further details.  Please note, you are unable to order via the website for delivery to these areas.  Any orders placed for delivery to these areas will be rejected.

 

Our carriers

Standard deliveries are made by Interlink (http://www.interlinkexpress.com ) and drivers will attempt the delivery twice, on successive days whenever possible. Please note, all our deliveries require a signature so in the event that you are not home at the time of the delivery, a card will be left. You can then either wait for the second delivery attempt (usually the next working day) or phone the Interlink number to make an arrangement to collect from their local depot at a convenient time.

The Interlink local depot number will be detailed on the card that is left by the driver.

Some smaller items maybe delivered by Royal Mail (http://www.royalmail.com). In the event that you are not home at the time of the delivery, a card will be left.

Your despatch confirmation email will confirm the method of despatch with tracking numbers where applicable.

If we are still unable to make a successful delivery after two attempts, your order will be returned to our warehouse. You can then request the order to be re-delivered but this will incur an extra delivery cost of £4.95 for standard delivery or £12 for premium delivery, unless the delivery error is due to failure on the part of Addis or our Carriers, in which case Addis will re-deliver free of charge.

Exceptional circumstances

In certain circumstances, such as traffic accidents, extreme weather conditions or unforeseen technical problems, we may be unable to fulfil your delivery in accordance with these terms. For such exceptions, we may require additional time and effort to fulfil the delivery. If this occurs, we will make our best efforts to deliver your order as soon as we possibly can, or you may opt to cancel and receive a full refund.

Delivery promise

Depending upon the delivery charges you have opted for, our delivery promise to you is to do our utmost to ensure that you receive the items you have purchased as soon as possible within the guarantee period. It is our intention to exceed expectations whenever possible.

If we do make a mistake, we will use our best endeavours to rectify the problem and find an outcome that is suitable for you.

General terms of delivery

We deliver to all mainland UK addresses with a valid postcode. We can deliver outside of the mainland UK (Scottish Islands, Scottish Highlands, Isles of Scilly, Isle of Man, Isle of Wight, Northern Ireland, Republic of Ireland & Channel Islands) but will incur different delivery rates from those shown. Please contact us for further details. Please note, you will be unable to order via the website for delivery to these areas. Any orders placed for delivery to these areas will be rejected. We will be happy to deal with your request over the phone.

Delivery times apply only to products in stock. If an item is out of stock we will inform you at the earliest opportunity.  If we are unable to guarantee when new stock will be available you have the right to cancel your order.

In periods of high demand it is possible an order will be accepted with insufficient stock to fulfil that order. In case of items being out of stock, we will deliver as soon as new stock arrives unless you request a refund.

Our couriers work throughout the day, Monday to Friday (excluding public holidays) so your order may arrive any time between 7.00am and 5.30pm

We do not generally deliver on weekends or Bank Holidays although occasionally some smaller items may be delivered by Royal Mail on a Saturday.

Some deliveries may require a signature by either yourself or a trusted friend/neighbour.

For security reasons we cannot deliver to a BFPO address

We reserve the right not to deliver orders if we believe the address is not secure, for example, to communal postal address or a PO BOX - if this affects an order you place, we will notify you as soon as possible.