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Terms and Conditions
Delivery & Returns Delivery rates:
We are pleased to offer a number of different delivery methods for your Ten Motives products.
- Royal Mail Tracked 24 (Next Working Day) - £5.95 (Please place your order before 1pm, and we will aim to deliver on the next available working day)
- Royal Mail Tracked 48 - £3.49 (Delivery included on orders over £20.00)
- Royal Mail 1st Class - £3.00
- Royal Mail 2nd Class - £1.99
Tracked Delivery (Royal Mail Tracked 48) is included at no extra cost when you spend £20.00 or more.
Please note, if you order contains 5 or more items, a Tracked delivery service will be required.
Please note, Working Days are Monday to Friday, and exclude weekends and Bank Holidays. Once your order has been dispatched from our warehouse, you will be sent a dispatch confirmation e-mail with details of your order. Customers who have selected a Tracked delivery can find tracking information within the orders details in your account. Our new Tracked 48 postage option is for your added security on orders classed as parcels by Royal Mail.
Delivery times are not guaranteed. We will do our best to get your items to you as soon as possible, however there can occasionally be delays during increased demand and/or busy periods for Royal Mail.
Please allow 5 working days before contacting us to report a lost/undelivered package, as sometimes it will take a while for Royal Mail or local domestic mail carrier to deliver, or indeed fail to deliver and return the item/s to us.
Delivery times are estimates given by Royal Mail and may be subject to an extended delivery time period. Deliveries are generally made between 9am and 4pm in the UK. We take no responsibility for delays or non-delivery if the address or postcode supplied is not correct.
In the event that there is an error with your order or you are experiencing a fault with a product please call or email us as soon as possible. We can often resolve majority of issues and/or troubleshoot products over the phone or via email to resolve the problem promptly for you.
If you are not happy with your purchase for any reason we do offer a 14-day return/exchange period. Please contact our customer care team on 01270 897 444 (Monday to Friday, 9am-5pm) or by email at firstname.lastname@example.org. Please include your order number and reason for return, and whether you would like an exchange or a refund for the returned products, so that our teams can provide the required Returns Authorisation Code for you. This will need to be written on the pre-paid returns label on the packing slip received with your order.
We would strongly advise returning the item via a post office and obtaining a free proof of postage. We cannot take responsibility for lost returns, if you cannot provide a valid proof of postage.
If you no longer have the packing slip our direct returns address is below. Please ensure to contact our customer care team on 01270 897 444 or by email at email@example.com, before returning any products. This ensures we can monitor and take the required action when your return arrives. Please include a note stating the reason for return, your order number and postcode, and advise us whether you would like an exchange or a refund for the returned products.
Ten Motives Returns,
Please be advised that returns do not come directly to the office and are collected from a PO box address once a week. As the returns label is second class and the collection is made weekly it can be up to 2 weeks before the return is processed in some instances.If you would like to discuss or return a product purchased in one of our retailers, please keep the item in question, and the receipt, and call our customer service team on 01270 897444 who will be happy to assist.