Your pack shipment
Packages are generally dispatched within 7-14 working days after receipt of payment and are shipped via Royal mail with tracking and drop-off without signature. If you prefer special delivery with required signature, an additional cost will be applied, so please contact us before choosing this method. Whichever shipment choice you make, we will provide you with a link to track your package online.
Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.
Boxes are amply sized and your items are well-protected.
STANDARD DELIVERY (UK) – Free over £40
Standard Delivery within 5-14 working days within England, Wales or Scotland via Royal Mail.
FREE UK DEL OVER £50 (NO VOUCHERS USED) – Free
Free Standard Delivery On Any UK Orders Totalling £50 or More via Royal Mail.
We do not deliver outside of the UK. Once we have established the UK we will go global, so watch the space…!
- Your security, first-time orders can only be shipped to the cardholder’s billing address or a corporate work address that can be verified. Customers may also be subjected to standard fraud prevention checks.
- All orders are shipped via DPD, APC or local Postal Services. In some areas the courier may pass deliveries onto a third party
- Any orders containing pre-order items shall be held until all items are in stock and sent together, should you the customer wish to have these sent separately, then an additional postage charge shall apply and can be made by emailing email@example.com A member of our team will deal with this promptly.
- A signature will be required upon receipt of the goods, if there is no-one available to accept the parcel a calling card will be left for you to re-arrange delivery
- Should an error occur with any part of your order we will of course resolve this issue. We will ask you to return the incorrect item – on receipt we will reimburse you for the cost of the postage and issue the correct item. Please note that if the order is required urgently we will recommend placing a new order for the item in question with next day delivery and returning the incorrect item. Upon receipt of the incorrect item we will process a full refund including postage costs and return delivery costs to you. Please do call us first to discuss any issue.
334 Redcatch road
Bristol, BS3 5DS
We can only accept items returned to us within 14 days from the date your order was received. All items must be returned to us before a refund or replacement is issued.
Please don’t use scissors or knives to open your package; you are able to just tear the packaging open. Returns with scissor or knife marks will not be accepted.
Items must be returned to us in an unworn and unwashed condition, deemed fit for resale with tags still attached. Please be very careful when trying products on, for example, please ensure you are not wearing makeup, perfume, deodorant or antiperspirant which may leave marks on the product as we will not be able to arrange an exchange or refund for any item returned to us with any marks or stains.
Please thoroughly inspect any item you order from us on receipt as we will only accept products returned to us in their original condition and fit for re-sale unless we have been given prior notice that an item is faulty. Delivery charges are non refundable unless the item purchased is faulty or incorrect. A polite request, please fold returned items neatly before sending them back to us.
Items returned inside the 14 days will be issued with a refund but items returned outside the 14 days may be accepted at our discretion – please email us first for confirmation – or will be issued with a credit note.
Returned orders that qualified for the ‘Free Delivery with £50 spend’ and are subsequently returned, will be refunded net of our standard delivery charge or our actual outgoing postage costs, whichever is the larger, where the remaining order value is less than £50.
I HAVE MADE AN ORDER AND NEED TO CANCEL BEFORE DISPATCH
If you make an order in error and fully complete it on site including payment, then need to cancel before dispatch please email us on firstname.lastname@example.org including your order number (found on your order confirmation emailed to you by us on completion of order) within 2 hours of making the order, we can then refund the total paid by yourself including delivery costs, please allow up to 14 days for refund to show back in your account, although this is normally much faster.
I WANT TO RETURN AN ITEM TO Krokodil Ltd
There is a section within your “Order Confirmation” email that you can print and complete with the details of your return.
Package up your returned item carefully and return to the address on the bottom right of your invoice received with your parcel, the address can also be found on the label on the reverse of your parcel. Please note this is just a returns address and does not cover any postage costs.
All you need to do now is take your parcel to your local Post Office to arrange for them to send it to us. As the returned item is your responsibility until it reaches us, for your own protection, we do recommend that you send the parcel using a delivery service that insures you for the value of the goods such as Royal Mail Recorded Delivery.
As soon as we receive your returned item we will organise the exchange, credit note or refund for you and email you to let you know when this has been arranged.
I WOULD LIKE TO RETURN AN ITEM FOR SOMETHING ELSE
We will process your return as quickly as possible, usually within 3 working days of receipt, however the vast majority are processed the same day they are received. You will receive an e-mail to confirm your return has been processed and your exchange shipped. Please expect it within 2 working days from when the e-mail was received. If you have not received it within 5 working days, please contact us.
I WOULD LIKE TO RETURN AN ITEM FOR A CREDIT NOTE OR REFUND
We will issue your credit note/refund as quickly as possible, normally within 7 working days of receipt of your return. Once the credit note /refund has been processed, you will receive an email confirming this. Please then allow a further 3 working days for the refund to be credited to your card, this is dictated by your bank or card issuer. On occasion this can take up to 10 working days. Delivery charges are non refundable unless you have received an incorrect or faulty item from us. Please indicate you wish to return an item by first e-mailing us at email@example.com quoting your order number (found on your order confirmation + invoice)
I HAVE RECEIVED A FAULTY ITEM
If the item you received is faulty, please accept our sincere apologies for the inconvenience. Please e-mail firstname.lastname@example.org quoting your name, order number and details of the product received. We will then advise on how to proceed. You have 21 days from receipt of the faulty item to return it to us.
I HAVE RECEIVED AN INCORRECT ITEM
If the item you received is not what you originally ordered, please accept our sincere apologies for the inconvenience. Please e-mail email@example.com quoting your name, order number and details of the incorrect product received. We will then advise on how to proceed. You have 14 days from our dispatch of the incorrect item to return it to us.
DISTANCE SELLING REGULATIONS
Under the United Kingdom’s Distance Selling Regulations you have the right to cancel your order for any item purchased from Krokodil Ltd for a full refund. This does not apply to items that cannot be returned for hygiene reasons or have been unsealed. Order cancellations must be made in writing, quoting your name, address and order number, within 14 days of delivery of your item(s) by post to the address above. Once you have cancelled your order, the goods should be returned to the same address, in their original condition, within 14 days of receipt. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.