Delivery, Exchanges & Returns

Delivery Options

Royal Mail Standard tracked       £3.90     3-5 working days

Royal Mail Express tracked         £4.75     1-2 days. Normally Delivered Next Day - not guaranteed for next day!

(Please note: orders placed after 4pm on a Friday, any time Saturday & Sunday will be picked and packed Monday). 

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 is 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. 

UK Delivery

All Royal Mail Express Tracked orders placed before 4pm (Monday-Thursday) will be dispatched the same day, subject to stock availability, 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 Monday, to arrive Tuesday.

All Royal Mail Standard orders placed before 4pm (Monday-Friday) will be dispatched the same day, subject to stock availability and 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.

At this time due to unforeseen restrictions beyond our control there are some postcodes that we are unable to offer 24hr delivery these include: AB - Aberdeen, BT - Belfast, GY - Guernsey, FK - Falkirk, HS - Isle Of Lewis, IM - Isle Of Man, IV - Inverness, JE - Jersey, KY - Kirkcaldy, KW - Orkney Isles, PH - Inverness, PA - Renfrewshire, TR21-25 - Isles of Scilly, ZE - Shetland. Courier services to these areas will generally take an additional 1-2 working day(s).

Store Twenty One reserve the right to amend 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 in the next few months.

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. If there is still no sign of your parcel please contact your courier directly or email us at [email protected]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.

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 return your items to us within 14 days of purchase. 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.

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 toiletries, cosmetics, confectionary, jewellery, hosiery, underwear and 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, however during 2015 we’ll be rolling out click and collect and you’ll be able to simply take your purchases back to store and return or exchange your items there.

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. For those of you close to a store, mid 2015 you’ll also be able to return your parcels directly to your local Store Twenty One.

Returns Address:

Website Returns Dept

Store Twenty One Distribution Centre

Tureck 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.