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Shipping, Returns, Privacy & Security

Shipping

Postage is FREE on orders over £40 to UK addresses and £3.95 on orders under £40 to all UK addresses.
When we refer to ‘Working Day’ or ‘Next Working Day’ our definition of a working day is Monday to Friday inclusive, a weekday! While we acknowledge not all people work a Monday to Friday week, this is how the postal and courier companies we work with define it and we do too.
Standard delivery: Your order will be shipped by our designated Courier at 2.30 pm on the next working day after your order is placed (or on the same day if your order is received before 2 pm). We expect to have your order to you within 3 working days of dispatch. We do not send parcels over the weekend or on bank holidays, and orders will not arrive on weekend or Bank holiday days either. We try to keep postage to the lowest charge possible but with a good service.
Next day delivery: Your order will be shipped by our designated Courier at 2.30 pm on the next working day after your order is placed (or on the same day if your order is received before 2 pm). We expect to have your order to you within 1 working day of dispatch. We do not send parcels over the weekend or on bank holidays, and orders will not arrive on weekend or Bank holiday days either. We try to keep postage to the lowest charge possible but with a good service.
Worldwide shipping: Worldwide shipping is available for very reasonable rates and should also arrive within 3 working days of dispatch, provided goods are not held by customs. When in the checkout area enter your shipping address and postage will be calculated based on the weight of items. We ship worldwide using DHL, Royal Mail and FedEX.
There may be times be a delay to orders for reasons beyond our control however, we will keep you informed at all times if there is an unexpected delay to your order.

Christmas Shipping

Last orders for delivery in time for Christmas (delivery on Fri 22/12/17) must be made by 2pm Tue 19th December when ordering with Standard Delivery, or by 12pm Thurs 21st December when ordering with Next Day Delivery.
Orders placed between 12pm Thurs 21st and 12pm Thurs 28th December will be dispatched on the 28th December. After this date, we will still be taking orders online but they will not be shipped until our warehouse reopens on Tuesday 2nd January 2017.
Last Posting Dates Over Christmas Last Orders to be received by
Next Day Delivery 12pm Thursday 21st December 2017
Standard Delivery 2pm Tuesday 19th December 2017
Normal Service Resumes Tuesday 2nd January 2018
NB: There will be one postage date in between Christmas and New Year. On Thurs 28th December, although our website will continue to take orders throughout the Christmas to New Year period.
FURTHER NOTES: Please note that if your parcel is due to arrive on Friday 22nd December, our offices will be closed from 5pm and will not be open on Christmas Eve to assist with enquiries. There are no deliveries on weekends so all deliveries expected by but not received on Friday 23rd December will be delivered on the next available working day, which is Wednesday 27th December. Tracking details will be supplied on request for you to contact our courier directly where-ever possible. If you need any assistance please provide your order number and surname in an email to enquiries@houseofmarbles.com.
Please note that our express delivery is a Next Working Day delivery service but we can never guarantee this service.

Returns

Our returns policy is simple! If for any reason you are unhappy with your purchase, i.e. the item you have ordered is faulty, defective or you just don’t like it, you must return the item(s) to us unused and in its original condition within 10 days for a prompt replacement, exchange or refund.
Simply click on the “contact us” link below and ask for a Returns Authorisation Code that will enable us to process your return quickly and efficiently. You must obtain a Returns Authorisation Code before sending anything back to us or we will not be able to process your return.
Faulty or defective items: If you return an item because of an error on our part, or it is defective, we will happily refund your costs in returning it to us. The item(s) must be returned within 10 days of purchase.
Change of mind: Goods returned to us because of a change of mind must be unused and in perfect, re-saleable condition (including product packaging, instructions, etc), otherwise we will not be able to refund you; you are responsible for any other service provided to you in connection with your purchase, e.g. delivery charge. The item(s) must be returned within 10 days of purchase.
Items lost in transit: We cannot be held responsible for packages lost in transit: You are responsible for returning the item(s) to us, we recommend sending the package by Recorded Delivery.
Refunds, replacement and exchanges: Refunds for items that are defective or faulty or the result of a change of mind and returned to House of Marbles within 10 days, a refund, replacement or exchange will be processed within 7 working days of receipt of the returned item(s) by House of Marbles. A refund will be made in the same form of payment that was used to make the initial purchase, or by cheque. Please note that item(s) that are returned to us that are not faulty or defective but as a result of change of mind will have the return shipping costs deducted from the refund if we have collected the item.

Privacy

House of Marbles are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you to enable us to process your order and to provide the best possible service. Your details are kept secure in a safe environment; we do not hand out any addresses or forward e-mail addresses to commercial institutions Details about you will only be forwarded to third parties directly involved in providing the best possible service to our customers (e.g. delivery companies). Customers who tick the ‘send newsletter’ box when placing an order may receive latest news from time to time relating to House of Marbles. You can inform us to delete your details from our files at any time.
The type of information we will collect about you includes: your name, address, telephone number and e-mail address, we will not store your credit and debit card details. We only use SagePay (formerly known as Protx) for Credit Card transactions.
The information we hold will be accurate and up to date. You can check the information that we hold about you by contacting us. If you find any inaccuracies we will delete or correct it promptly.
The personal information which we hold will be held securely in accordance with our internal security policy and the law.

Security

House of Marbles takes your security very seriously. We only obtain the information from you that is necessary for the completion of your transaction and nothing else.
We do NOT retain your Bank details or Credit Card information. We transfer any refunds back to you via SagePay (formerly known as Protx) or Paypal (depending on how you paid for the goods) who authorise the refund on our behalf.
You may, at any time, ask us to let you know what information we hold or, ask us to delete it entirely by emailing us from the ‘Contact Us’ Page.
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