Delivery & shipping:
Please allow up to 5 working days for your order to arrive. This is due to the fact that our products are made in small batches and we may need to make your item from scratch should we have none in stock.
If your order is urgent please contact us prior to placing your order and we will do all we can to meet your requirements.
Your order will be posted via Royal Mail 1st class. If you would prefer for us to obtain a signature upon delivery, please contact us, further postage charges for this will apply.
We currently only ship goods within the UK.
Receiving your order:
It is your responsibility to make sure someone is available to receive your parcel, if no one is available at the address you will receive a card from Royal Mail advising you how to collect your parcel.
If you wish to have your order delivered to an alternative address you can do this during the checkout process. If a parcel is returned to us through no fault of our own we will not accept responsibility for the postage should you require it being redelivered to you.
Please check your order upon receipt to check for any damages and notify us as soon as possible. We may require photographs of any damage before deciding on the next, most suitable course of action.
Late or missing deliveries:
If your parcel does not arrive in a timely manner please let us know we will investigate this immediately.
Royal Mail does not consider a parcel missing until the 15th day after posting.
Should you wish to cancel your order the distance selling regulations give you the right to change your mind and cancel your order within seven working days. You should do so in writing by email to: stating your name, address and order number with ‘Cancellation’ in the subject line of your email.
A full refund minus any postage costs should they be incurred will be given as soon as possible and no later than 30 days.
If you would like to cancel an order please let us know as soon as possible, so we can cancel it before it is dispatched. If your order has been despatched please follow the returns policy.
In the unlikely event that for any reason you are not happy with your goods you have the right to return them to us for a full refund minus postage costs within 7 days of receipt of your order.
Items should be returned unopened, in the original packaging and in a resalable condition. We will not accept the return of any goods that have been used. To do so you must advise us in writing by email, stating your name, address and order number and ‘Returns’ in the subject line of your email.
It is your responsibility to return the goods to us and we strongly advise you use a Royal Mail Track & Send service, we shall not take any responsibility for goods returned to us that are lost or do not reach us. All refunds will be made via PayPal and shall be given as soon as we receive the returned goods and always within 30 days or sooner.
We endeavour to package our goods in a condition suitable for postage and to reach you undamaged, if however your goods reach you in a damaged condition please email us within 48 hours so we can advise you and we can investigate the damages with the postal company.
It is the customer’s responsibility to ensure products are used appropriately. The Great Escape accepts no liability for representations, warranties, conditions or terms relating to fitness for purpose. Customers should satisfy themselves to the suitability of products before purchase.