This blog tells you about important changes to our delivery terms and conditions from the 24th of November 2022. Please read this as it may affect your next delivery.
Regular customers will know that your parcels from Manuka Doctor are sent by DPD couriers.
After trying many different courier firms over the years DPD was by far the best-ranked for speed, reliability and customer satisfaction.
If you are online we would strongly encourage you to download the Free DPD app.
This allows you to fully track your parcel, change and divert it, or have it left in a safe place.
Similar delivery notifications will also be sent to your mobile phone and email address if you provide these details when you order.
These options mean that you are in full control of your delivery and should always receive your parcel – even if you are going to be out on the day of delivery.
Unfortunately if you miss your delivery and have not provided options via the DPD app or over the phone with a Manuka Doctor call handler, your parcel will be returned to Manuka Doctor HQ.
DPD will then charge Manuka Doctor to bring it back and then charge a second-delivery fee of £6.50 for us to send it back out to you.
As a small independent company, we simply cannot afford to absorb the extra delivery charge of £6.50 to re-send missed deliveries whilst keeping our prices low.
This means that from the 24th November 2022:
IF YOUR PARCEL IS RETURNED TO US AND YOU STILL WISH TO RECEIVE IT:
- You will be charged a one-off fee of £3.50 if you wish us to re-send your delivery a second time. This is a contribution towards the total it will cost us to send your parcel again a second time.
- Our Customer Services team will call you once the parcel has been returned to our warehouse in order for you to make the payment over the phone.
IF YOUR PARCEL IS RETURNED TO US BUT YOU WISH TO CANCEL YOUR ORDER:
- You may still request a refund on the goods but from 24th November 2022 the full cost of shipping of £6.50 will be deducted from your total refund. This is because we have already incurred this cost on your behalf to send the parcel to you.
- When we offer “free” delivery on orders over £60, it still costs us £6.50 as a company to send to you.
These changes have become part of our company terms and conditions from 24th November 2022 and are part of the condition of sale.