Delivery Information

  • DELIVERY OPTIONS

  • PACKING YOUR ORDERS RESPONSIBLY

  • DAMAGED ORDERS IN TRANSIT

  • RETURNS & REFUNDS

  • ULULA HOLIDAYS

 

DELIVERY OPTIONS

Ulula loves to exceed expectations, so we work really hard to ensure that your order is processed as quickly as possible – after all, when you need your Ulula goodies, you need your Ulula goodies. Team Ulula always works really hard to dispatch all orders, whatever the destination, asap!

If you place your order before noon on a working day, then we will aim to dispatch that day. If you place your order after 12 (or on a non-working day – weekends and UK Bank Holidays) we will aim to dispatch it the next working day, and certainly all standard delivery parcels are despatched within 2 to 3 working days, though most often, dispatch is achieved within 1 to 2 working days.

Our delivery options and estimated timings for delivery are set out in the table below here so that you can choose the best service for you when you are placing your order :)

 

Delivery Options

Service

Delivery Times

Cost

Super Saver

(UK including Islands and Highlands)

Royal Mail or Courier

Estimated delivery of 5-7 working days

FREE for all UK orders under £50

Small Items

Royal Mail

Estimated delivery of 2-3 days Monday – Saturday

(mainland UK)

£2.99

Standard

DPD Couriers

Estimated delivery of 2-3 working days (mainland UK)

£4.95 or FREE* over £50 (excluding Islands and Highlands)

Next Working Day Express (including Saturday delivery)

for rumbly tummies in urgent need

DPD Couriers

Next working day if ordered before 1pm Monday – Friday (mainland UK)

£8

UK Offshore / Europe Zone A

Royal Mail or DPD - dependent upon weight of parcel

Estimated delivery of 3-5 days working days

£16

Europe ZONE B

DPD, FED EX or UPS

Estimated delivery of 5-7 days working days

£21

Rest of the World

(Zone A)

DPD, FED EX or UPS

Estimated delivery of 5-7 days working days

£60

 

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.

 

SUPER SAVER  Delivery option - to UK addresses (including the Islands and Highlands) is FREE* for all orders under £50; will be sent to you via Royal Mail or Courier dependent upon the weight of your order.

If you are planning ahead for your holidays, or ordering before you are getting low on supplies, this option is for you! We will send your order within 5-7 working days, using the delivery service that best suits your parcel. Royal Mail delivery is available Monday to Saturday. Courier delivery Monday to Friday. Excluding UK Bank Holidays. Jars are currently excluded from this Super Saver delivery option due to their weight.

 

SMALL ITEMS STANDARD Delivery option - to UK addresses (including the Islands and Highlands) will be sent to you via Royal Mail

Sometimes you just need to order a couple more MOGLi Smoothies or another Hevea Teether to get you through to your next larger order. To help, we have introduced a Small Item P&P rate. You can now order select items including the ever brilliant Glass Grater, all small MOGLi products, the Hevea soothers, Zero Zebra products and skin care items with a new reduced postage rate of £2.99. Royal Mail delivery is available Monday to Saturday. UK MAIL Monday to Friday. Excluding UK Bank Holidays.

 

STANDARD Delivery option - (excluding the Islands and Highlands) will be sent to you via DPD.  Deliveries are Monday to Friday, excluding UK Bank Holidays.

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. Where applicable, please specify the neighbour that you would like your parcel left with in the notes box at checkout.

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.

** 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.

 

NEXT WORKING DAY EXPRESS - including Saturday delivery - Delivery option - (excluding the Islands and Highlands) will be sent to you via DPD couriers to UK Mainland addresses placed before 1pm Monday – Friday (excluding UK Bank Holidays). Deliveries are Monday - Saturday (excluding Bank Holidays).

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. Where applicable, please specify the neighbour that you would like your parcel left with in the notes box at checkout.

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.

** 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 / EUROPE ZONE A Delivery option - will be sent to you via Royal Mail, UK MAIL or DPD Monday to Friday, excluding UK Bank Holidays (dependent upon the weight of your order, carriage to these countries is charged at a flat rate.)

A 3–5 working day delivery option for Northern Ireland, Channel Islands, Isle of Wight, Isle of Man, Scottish Highlands and Islands, Scilly Isles Ireland, Republic of, Belgium, Netherlands, France, Germany, Luxembourg, Denmark, Spain, Italy, Slovakia, Austria.

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 Loyalty Points, or card as soon as we process your order, or please contact us at info@ulula.co.uk.

If your order is large, and the shipping cost is considerably more, we will contact you before we proceed to ensure that you are happy to pay the additional costs, and once we have spoken with you, will send you an additional delivery payment request.

 

EUROPE ZONE B Delivery option - will be sent to you via DPD, FED EX OR UPS Monday to Friday, excluding UK Bank Holidays, (dependent upon the weight of your order, carriage to these countries is charged at a flat rate.)

A 5–7 working day delivery option for Bulgaria, Portugal, Sweden, Croatia, Poland, Slovenia, Hungary, Czech Republic, Estonia, Finland, Norway.

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 Loyalty Points, or card as soon as we process your order, or please contact us at info@ulula.co.uk.

If your order is large, and the shipping cost is considerably more, we will contact you before we proceed to ensure that you are happy to pay the additional costs, and once we have spoken with you, will send you an additional delivery payment request.

 

REST OF THE WORLD (ZONE A) Delivery orders will be sent to you via DPD, FED EX OR UPS Monday to Friday, excluding UK Bank Holidays, (dependent upon the weight of your order, carriage to these countries is charged at a flat rate.)

A 5-7 working day delivery option for Canada, New Zealand, Australia, Taiwan & Malaysia.

In some instances, with smaller orders, we may be able to send orders more cheaply. If you place your order, we will refund any difference in postage costs back to your Loyalty Points, or card as soon as we process your order.

If your order is large, and the shipping cost is considerably more, we will contact you before we proceed to ensure that you are happy to pay the additional costs, and once we have spoken with you, will send you an additional delivery payment request.

If you have any questions, please contact us on 01386 791 027.

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.

If you are ordering from outside of the UK or European Union, local taxes and import duties may be applicable and payable when your order reaches your destination. You are responsible for payment of any such taxes and import duties. Please contact your local customs office for further information before placing your order. We cannot predict their amount or have any control over these

Please Note: 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 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. If your delivery option costs less than the amount charged, we will refund any difference in postage costs back to your Loyalty Points, or card as soon as we process your order. If your order is large, and the shipping cost is considerably more, we will contact you before we proceed to ensure that you are happy to pay the additional costs, and once we have spoken with you, will send you an additional delivery payment request.

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.

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.

 

Free Delivery Exclusions*

Regrettably we are not able to offer Standard Delivery Option due to the high costs passed to us by our courier service.

We are able ONLY to offer the free Super Saver Delivery Option to the following UK offshore areas for orders under £50. For orders over £50 there is a charge of £8.

If your order is required more urgently, please select the UK OFFSHORE / EUROPE ZONE A option at checkout. 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.

 

PACKING YOUR ORDERS RESPOSIBLY

We love nature – animals (even bugs), birds, owls, bees, trees, flowers… and want to do our bit to keep our environment healthy for us all. To be as eco-friendly as possible and to keep your orders safe on their journey to you we use 100% compostable, biodegradable corn starch eco bibbles, Paper filling, fully recyclable air cushions, recyclable plastic delivery bags and, forming partnerships with local companies so that we can reuse their boxes wherever possible.

 

DAMAGED ORDERS 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).

 

RETURNS AND REFUNDS POLICY

Please contact us via email info@ulula.co.uk if you feel you need to return any goods you have ordered from Ulula. We will always do our best to make sure you are happy and satisfied with your Ulula goodies.

Please be mindful when ordering the Holle Infant Milk Formulas for the first time. We are here to answer any questions you may have about using the Holle Infant Formulas, so please do ask :)  When trying your little one with a new milk Formula it is always advisable to purchase a small quantity at first until you are satisfied that your little one is happy with the milk.

If you change your mind and decide you do not want the goods, your statutory rights allow you to return them for refund, provided the goods are unopened and returned within seven days. Please email us before you return any item/s to ensure the correct procedure is followed.

Once we have been in contact regarding your desire to return your item/s, you will be responsible for the cost and safe carriage of returning the parcel, so please ensure that you are returning unopened, undamaged goods, and  the goods are packed correctly.

We recommend you 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.

Once we have the product safely back with us, we will refund you the cost of the products, back onto your card or paypal account. If you need help to organise the return of an order, we can do that for you, and we would refund you for the goods, less the collection charge.

Please note that in some cases, where the correct returns procedure is not followed, you may incur an administrative charge.

 

HOLIDAYS

Ulula is a family company, with little ones who want to spend time with us as a whole family, especially over the Christmas days, so occasionally we need to take time away from the business together. When this happens, we will give as much notice as possible via our e-newsletters and social media sites to make sure that you have all you need while we are not open. Once we re-open, we will process all orders as fast as we can to ensure that you have your products with you super quick.

 

CHANGES TO THESE TERMS

These shipping terms were last amended 7th February 2018.

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.