Delivery and Returns

 

Here are a few details about our delivery service and process. Please read these delivery terms carefully, and print and keep a copy of them for your reference regarding any order you may place with us.

We always work really hard to dispatch all orders, whatever the destination, within 2 to 5 working days, though most often dispatch is achieved within 1 to 2 working days.

 

Mainland UK delivery charges

  • You can enjoy FREE* standard delivery (mainland UK, 2 day service) on all orders over £50!
  • For orders under £50, a STANDARD Delivery Charge of £4.95 is applied per order (mainland UK, 2 day service).
  • For the rumbly tummies in urgent need, EXPRESS Delivery Charges (for mainland UK) are £8. These orders will be same day dispatch, Monday-Friday orders received by 1pm for next working day delivery. Please note this excludes bank holidays as our couriers do not collect or deliver on these days.

** Please make sure that if you are not in when your parcel is delivered and you are left a card by the courier that you respond to the card left in order to receive your parcel. If you are having any difficulties please email us and we will do all we can to resolve the issue with the courier. Not responding to a missed delivery might mean your parcel is returned to us and that may incur a charge to you for both the returned parcel and the re-sending of your order.

UK offshore delivery charges

Please note that we are able to offer only the 2–5 Day Delivery for the Northern Ireland, Channel Islands, Isle of Wight, Isle of Man, Scottish Highlands and Islands, Scilly Isles at a courier cost of £16.00

Postcode prefixes: Northern Ireland - that is postcodes starting BT. All of the Isle of Man - that is postcodes starting IM. The Isle of Wight – postcodes PO30-41. The Channel Islands GY and JE postcodes, Scottish Islands, HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA34, PA41-48, PA60-78, PH42-44, ZE1-3, Scilly Isles, TR21. Also some of the Scottish Highlands - postcodes AB31, AB33-38 & AB44-56, FK17-99, G83, IV1-28, IV30-39, KW1-14, PA21-33, PA35-40, PH18-26, PH30-42.

In some instances, when you order a few items (for instance if you want to try one before you buy more), we may be able to send orders (under £50 in value, and up to 4kg in weight) more cheaply via Royal Mail. If you place your order, we will refund any difference in postage costs back to your card as soon as we process your order, or please contact us at info@ulula.co.uk.

 

Free Delivery Exclusions*

Regrettably at the moment we are unable to extend the free delivery to the following UK offshore areas due to the high costs passed to us by our courier service Northern Ireland, Channel Islands, Isle of Wight, Isle of Man, Scottish Highlands and Islands, Scilly Isles.

Postcode prefixes: Northern Ireland - that is postcodes starting BT. All of the Isle of Man - that is postcodes starting IM. The Isle of Wight – postcodes PO30-41. The Channel Islands GY and JE postcodes, Scottish Islands, HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA34, PA41-48, PA60-78, PH42-44, ZE1-3, Scilly Isles, TR21. Also some of the Scottish Highlands - postcodes AB31, AB33-38 & AB44-56, FK17-99, G83, IV1-28, IV30-39, KW1-14, PA21-33, PA35-40, PH18-26, PH30-42.

 

How do we send your orders?

STANDARD Delivery orders will be sent to you via UK MAIL.

Our courier service requires that orders be signed for on delivery so please choose a delivery address where someone will be present to accept delivery and sign for it.

 

EXPRESS Delivery orders will be sent to you via DPD couriers using their Predict service and when you place your order you can choose your preferred day for delivery.

We will normally send you a notification email when your order leaves our warehouse. The progress of courier deliveries in the UK can be tracked online and we will send you a tracking link in the confirmation email.

In most cases DPD will provide parcel recipients with a one hour delivery window, notified by SMS or email, so you don't have to wait in all day.

What's more, it enables receivers to watch the progress of their delivery on a real-time map, and (where supported) all the way down to a final 15 minute timeslot.

Our courier service requires that orders be signed for on delivery so please choose a delivery address where someone will be present to accept delivery and sign for it.

Our courier will try to complete delivery to you but if they find no-one in and you don't contact them to arrange re-delivery they may then return the order to us, so delaying its eventual delivery to you. Where possible we try to prevent this happening but the best way is to ensure someone will be present when the order is delivered. If an order is returned to us, there will be a charge to resend the parcel, which must be paid before the order can be resent.

 

Packaging and being environmentally responsible: Ulula is constantly working to ensure that we are as friendly to the environment as we can be. We are forming partnerships with local companies so that we can re-use their boxes wherever possible. To protect your orders we will use recycled cardboard and EcoFlo bibbles, which are manufactured from starch material and are 100% compostable and biodegradable. Where we need extra protection we are trialling Air cushions which are fully recyclable.

 

Further Delivery Information

Please note that where the goods in an order have a total weight of more than 30 kilograms, free shipping does not apply and the order is deemed to have not been completed until a mutually agreeable shipping rate has been accepted by both Ulula and customer. This will usually be not more than the normal flat rate shipping costs for the individual parcel’s weight and given delivery address.

Where two orders whose combined weights total more than 30 kilograms are placed within quick succession, Ulula reserves the right to count the two orders as a single order and to charge shipping as outlined above.

The address given as the delivery address within the shopping cart checkout process, if different from the billing address, will be the address used to calculate delivery charges. If no separate address is given on the Ulula website we will arrange delivery to the billing address and charge accordingly. Orders charged, for whatever reason, the incorrect shipping amount for the addresses given during the Ulula checkout process will be deemed not to be accepted by Ulula until an amount acceptable to both Ulula and the customer has been agreed.

 

Overseas Orders

Ulula ships products to a selected number of countries outside of the United Kingdom. Carriage to these countries is charged at a flat rate. For the flat rate prices please see the table below. Orders to non UK destinations may not exceed 10Kg in weight, if in doubt please contact us on 01386 791 027.

If your non-UK delivery address is within a remote area we will contact you before sending out your parcel. If this is the case we may need to charge you extra (minimum £15) to cover the additional costs involved and delivery may take at least one additional day. We do try to minimise such additional costs and delays, but please understand that the decision as to what constitutes a remote area rests with the courier.

 

Shipping Costs (in £ sterling)

Europe Zone A

Ireland, Republic of, Belgium, Netherlands, France, Germany, Luxembourg, Denmark, Spain, Italy, Slovakia, Austria

 

£16.00

Europe Zone B

Norway, Portugal, Sweden, Croatia, Poland, Slovenia, Hungary, Czech Republic, Estonia, Finland

 

£27.00

Bulgaria

£21.00

Lithuania, Greece (mainland only)      £41.00
Canada, New Zealand, Australia      

£60.00

Malaysia  

£70.00

Ulula reserves the right to cancel orders for overseas delivery for which the wrong destination country is selected during checkout and, subsequently, the wrong amount of shipping charged. Customers will be contacted informing them of the cancellation and asked whether they wish to re-place the order.

All orders for overseas delivery are required to provide a telephone number for the destination address. This is a requirement of our courier to ensure prompt delivery.

Unfortunately, we are not currently able to accept orders with delivery to British Forces Overseas dispatch addresses. Orders received with such a delivery address will not be accepted and a full refund given.

All foods sold by Ulula strictly comply with the relevant overseas regulations.  Please note: We are not currently able to accept orders with an American delivery address.

In the meantime, our ever popular glass graters will continue to be shipped worldwide at very reasonable rates. Please contact us on 01386 791 027 for details.

 

Damages and Returns Policy

If your parcel has been visibly damaged in any way, please make a note of this when you take delivery of, or sign for, the parcel and notify us immediately (the next working day at the latest so that we can claim against the courier). Please inspect all items ordered immediately upon receiving them.

Damaged or faulty goods will be refunded in full (including postage) or goods exchanged and postage refunded. Unfortunately we cannot refund or exchange used or customer damaged items (customer's statutory rights not affected). When returning goods, please obtain a "Proof of Postage Certificate" from your postal provider, since we cannot be held responsible for parcels lost on return to us. We recommend you use a registered postal system to ensure safe delivery.

 

Changes to These Terms

These shipping terms were last amended 21st March 2016.

These terms apply to orders placed today. We may change our terms and conditions at any time, so please do not assume that the same terms will apply to future orders.