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Delivery, Exchanges, Returns

 

Please be aware that we cannot deliver to or accept returns to our retail stores at present.

 

Delivery Options

Royal Mail Standard tracked       £3.99     3-5 working days

Royal Mail Express tracked         £5.39     1-2 working days. Normally Delivered Next Day but not guaranteed

Orders placed after 4pm are picked and packed the following day. Orders placed on a Friday after 4pm, any time Saturday & Sunday will be picked and packed on the next working day. 

Royal Mail aims to deliver all Express tracked parcels the very next day, however we cannot guarantee this. At times there are delays in service which are out of our control.  

The carriers we use for dispatch are Royal Mail for Standard Tracked and Express Tracked deliveries. A signature may be required for Royal Mail deliveries.

We currently have two delivery options, either a Royal Mail Standard tracked service or a Royal Mail Express Tracked service. Our aim is to pick and pack your order ready for despatch within a 24 hour period. 


Please be aware that there is no postal service on bank holidays, and therefore orders placed on a bank holiday or bank holiday weekend will not be sent out until the next working day. 

 

Additional Delivery Charges For Cardboard Storage 

Please be aware that some of the cardboard storage boxes are subject to additional postage and packaging charges as specified below. This will be automatically added on to your shipping total at the checkout. Additional postage and packaging charges are necessary to ensure that your order arrives to you promptly and intact.

Cardboard Storage Size

Additional P&P Charge Per Item

Gift Box - 19 x 13 x 12 cm

NO ADDITIONAL CHARGE

Small - 30 x 21 x 13 cm

£0.25

Medium - 33 x 23 x 14 cm

£0.50

Large - 36 x 25 x 15 cm

£0.75

Extra Large - 39 x 27 x 16 cm

£1.00

Tab Box Small - Dimensions 32 x 22.5 x 9cm

£0.50

Tab Box Medium - Dimensions 37 x 25.5 x 11cm

£0.75

Tab Box Large - Dimensions 43 x 30 x 13cm  

£1.00

 

If you would like to place a bulk order for carboard storage boxes (aproximately £100+), you may want to contact us on the e-commerce helpline or email address to see if we can arrange a free delivery to your local Store Twenty One.

 

UK Delivery

All Royal Mail Express Tracked orders placed before 4pm (Monday-Thursday) will be dispatched the same day, subject to stock availability and excluding bank holidays to arrive normally the Next Day (this is not guaranteed but parcels are normally delivered next day). Orders placed via Royal Mail Express Tracked on Friday before 4pm should arrive on the next working Monday, orders placed after 4pm on a Friday (including Saturday and Sunday) will be picked and packed on the following working day.

All Royal Mail Standard orders placed before 4pm (Monday-Friday) will be dispatched the same day, subject to stock availability and excluding bank holidays and will be delivered within 3-5 working days. Orders made after these times will be dispatched the following working day.

Our Distribution Centre Teams operate during the working week so please be aware that if you place your order on a Friday or over the weekend it will not be picked and packed until the following Monday. Please note that at busy times, it may take us a little longer to despatch items to you, but we aim to get your items to you as quickly as possible.

Once your order has been dispatched from our warehouse you will receive a confirmation email to let you know it is on the way. In the unfortunate event a product is out of stock a member of our Customer Service Team will contact you.

We will send your order by Royal Mail and they will be delivered with your normal post. Please do let us know if you would like your order to be sent to an alternative delivery address.

We deliver to all areas of the United Kingdom however these postcode areas will generally take an additional 1-2 working day(s) to arrive, as they are more remote. 

GY – Guernsey, HS2 - Isle of Lewis, IM - Isle Of Man, JE - Jersey, KW - Orkney Isles, PA - Renfrewshire, PH - Scottish Highlands, ZE - Shetland, TR - Isles of Scilly, Northern Island. 

Store Twenty One reserve the right to amend or cancel orders placed with incorrect delivery options without notice. We do not accept responsibility for items delayed through security checks or adverse weather conditions. We will not refund your delivery costs unless Store Twenty One is responsible for the error.

 

European and International Delivery 

We apologise that we do not currently deliver outside the UK. We are working on offering this service. If you place an order with an international address we will have to cancel and refund the order. 

 

What happens if I'm out when the parcel is delivered?

If you happen to be out and the parcel won't fit through your letterbox, a card will be left for you with the address of your local sorting office, for next day delivery Royal Mail will leave a card with details to arrange redelivery.

 

The tracking for my order says it's been delivered but I haven’t received it. What can I do?

Royal Mail allows their drivers to release a package provided that a signature was obtained as proof of delivery. Signatures can be requested from a neighbour, so please do check with them to see if they have your parcel. If your package has been delivered to a neighbour, you may find that a card was left telling you where the parcel is. Alternatively, the parcel may have been left in a secure location on your property. Please check the tracking information to see if it mentions a secure location. Finally, you should check with your local Royal Mail Delivery Office to see if they have it. If there is still no sign of your parcel please contact your courier directly or email us at online@storetwentyone.co.uk or call us on 0843 289 5421 and we will do everything we can to help you.

 

Has my order been despatched yet - How do I track my order?

When your order has been despatched, you'll receive a despatch confirmation email with a tracking number and a link to track your parcel. You can track the progress of your parcel at https://www.royalmail.com/track-your-item enter your reference number in the Parcel Number box. This will give you the up to date status of your order.

 

Terms & Conditions Relating to Promotions:

MOTHERS DAY & END OF MARCH – ONLINE EXCLUSIVE DISCOUNT - Take an extra 10% off your order total including sale items!

Valid on all orders with no minimum spend with the code ‘MARCH10’ from Thursday16th March at 10am. Closure date to be confirmed. The FREE POSTAGE OVER £30 applies automatically which means it will work alongside the % off promo. Cannot be used in conjunction with any other promotion code.

 

Terms & Conditions Relating to Free Postage: 

 

Please also note that if you order items and receive free postage, if you return only part of the order and this falls under the free postage threshold you will be charged automatically for your postage when we process your refund. This also applies if you order items with a discount, if you return part of the order and the remaining items kept fall under the threshold items kept will revert to their original price. 

 

Please also note that Free Post codes must be applied at time of order, in the voucher code box on the basket page, these cannot be retrospectively applied after you have placed the order. 

 

Any additional postage charges (for example, on cardboard storage) will not be covered by our free postage promotion. You will recive the standard cost free but still have to pay the additional amount.

 

Return Policy

We really hope that you love your new purchases but if you are unhappy for any reason we are happy to refund your items, to qualify for a full refund for items purchased online return your items to us by post within 14 days of delivery. We only ask that you return the items to us in the condition you received them, with all labels intact and with proof of purchase.

If the item you received is faulty, please contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us.

Protection of your health, hygiene and wellbeing is of the upmost importance to us and with this in mind we are unable to offer a refund on swimwear unless they are faulty.

Once we receive your items, we’ll do our best to process your refund within seven days and we’ll automatically refund the card, or the PayPal account that you used for your original order. Our mission as a retailer is to pass on all savings to you, therefore our prices are incredible value for money; unfortunately because of this we are sorry that we cannot subsidise the return postage.

To process your refund; simply fill in the returns form included within your parcel, giving us the reason you’d like to return the item, pop the returns label on and send it back to us at our Distribution Centre, please do not forget to pay your postage

Please note: at present ware currently unable to accept internet returns to store, however we may look at implementing this in future as we develop the website further.

 

Returns Address:

Website Returns Dept

Store Twenty One Distribution Centre

Alok House

Drayton Road

Shirley

B90 4NG

(Please do not forget to attach the returns label and pay for your postage).

 

Thank you,

Store Twenty One Team