Delivery Information
DELIVERY CHARGES
For deliveries in the UK (excluding Channel islands) we offer a flat rate service for all deliveries regardless of how much you order.
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
We aim to deliver your order(s) as soon as possible. We always advise that delivery should be made within 3-4 working days of ordering.
CAN I TRACK MY ORDER?
Once you place your order, you can log-in to the ‘My Orders’ section of your customer account on our website, which will display the courier tracking information. Furthermore, if during checkout you provide your mobile number, you should receive regular updates from Yodel regarding the status of your delivery. * Please note that a small number of orders are dispatched by post or another courier, so on these occasions courier tracking is not available.
COURIERS WE USE
We use Royal Mail Tracked for parcels up to 2 kilos and Parcel Force for heavier items, as they offer a reliable service and comprehensive coverage across the UK.
SIGNING FOR YOUR DELIVERY
When you place your order, you are able to leave delivery instructions for our couriers if you know that you will be unable to take delivery.
Furthermore, after listening to our customers, Royal Mail / Parcel Force will leave goods in a safe place, or with a neighbour, if you do not leave delivery instructions, but are unable to take delivery.
This means that rather than trying to deliver on another day, they will instead leave the goods in a safe place, or with a neighbour, and then drop a card through the letterbox, advising where the goods have been left. This helps to prevent our customers from having reschedule another delivery or having to drive to their nearest depot to retrieve their order.
If you sign for your delivery without checking or it is left without a signature and the contents are found to be damaged, we must be notified within 24 hours of delivery; and photographic evidence supplied of the inner and outer package BEFORE we can consider any replacements / refunds. We strongly suggest opening our outer packaging to check the contents on receipt.
NOTIFICATION OF SHORTAGES ON A DELIVERY:
Any shortages must be reported within 24 hours of delivery.
BACK ORDERS
If your item is not in stock, we will back order it for you. You will always be emailed with the option to cancel your order if you would rather not wait.
INTERNATIONAL DELIVERY (NON-UK)
Unfortunately, we don’t offer delivery to non-UK addresses at this time.
RETURNS
We want you to be happy every time you shop with fishmate. Although occasionally, we understand you may want to return items.
For all items:
If for any reason you are unhappy with your purchase you should call us within 24 hours to arrange return. Under the distance selling regulations, you have up to 7 days upon receipt, to return your goods for a full refund.
Defective items:
Items that are deemed defective may be returned if necessary. We will require proof of damages via photo.
For faulty goods we will require the item(s) to be returned to us via your own means, once returned, if the goods are deemed as faulty we can credit you for the return postage paid and credit/replace the faulty item.
Please call us for further instruction.
TO RETURN AN ITEM:
Please note that if you want to return an item, the cost of getting the goods back to us, will need to be paid for by the customer. If you do wish to return an item, please inform us by calling 0117 971 9922. Please package the parcel securely and send it to the address below, enclosing a note giving your contact details and the reason for the return (for your protection we recommend that you use a recorded-delivery service).
It is your responsibility to return all goods in the same condition as they were upon delivery. We reserve the right to deduct from the refund any charges necessary for the repair or cleaning of any goods returned not in the same condition as upon delivery.
We shall be entitled to recover all costs, loss, charges, and expenses incurred in connection with goods returned not saleable as new.
RETURN ADRESS:
Master Plastics (SW) Ltd, 3 Small Street, St Philips, Bristol BS2 0SQ
This returns policy does not affect your statutory rights.