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Shipping & Fulfilment Policy

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Twisted Feather (“we” and “us”) is the operator of twistedfeather.co.uk. By placing an order through this Website you will be agreeing to the terms below.

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These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

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1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time, there may be a stock discrepancy and we will not be able to fulfil all your items at the time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.

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2. Shipping Costs

Shipping costs are calculated during checkout based on the weight, and destination of the items in the order. Payment for shipping will be collected with the purchase.

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3. Delivery Terms

Twisted Feather products are only shipped domestically, standard ground. Shipments are in transit for 5 – 7 days after processing depending on delivery service selected at checkout.

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  •  3.1 Dispatch Time - Orders are usually dispatched within 5 working days of payment of the order. Our warehouse typically operates during standard business hours, Monday – Friday, although special circumstances may apply. We always take steps to ensure shipment delays will be kept to a minimum. If dispatch will be longer than the time scale stated then you shall be contacted.

  • 3.2 Change Of Delivery Address - For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

  • 3.3 Items Out Of Stock - If an item is out of stock, we will contact you about back order or cancellation. If awaiting for the item to become available then existing items in the order will be reserved while we await this item.

  • 3.4 Delivery Time Exceeded - If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

4. Dispatch Notifications

Upon dispatch, customers will receive a notification via email.

5. Parcels Damaged In Transit

If you find a parcel is damaged in transit, if possible, please record the parcel from the courier as damaged and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with the next steps. contact@twistedfeather.co.uk

6. Duties & Taxes

Sales tax has already been applied to the price of the goods as displayed on the website.

7. Insurance

Parcels are insured for loss and damage up to the value of the order.

  • 7.1 Process for parcel damaged in-transit - We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

  • 7.2 Process for parcel lost in transit - We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

8. Customer service

For all customer service inquiries, please email us at contact@twistedfeather.co.uk

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