Shipping Policy

SHIPPING POLICY


NOTICE:  FOR HYGIENIC AND SAFETY REASONS, ALL ORDERS MUST INCLUDE AN INCLUSION KIT.  

DHL DELIVERY OPTIONS ARE AVAILABLE ON REQUEST.  PLEASE CONTACT US FOR A QUOTE.


1.  FREE DELIVERY ON ORDERS INSURED UP TO £ 50.00

Free delivery is not claimable during a sale or special offer event.  

Standard delivery option is ONLY insured up to £ 50.00 against loss.  Should the item be lost in transit, the MAXIMUM CLAIMABLE AMOUNT is £ 50.00.

All orders placed by any one individual qualify for worldwide free delivery.  Group orders and multiple participants in one order will pay group order delivery fees.

NOTE:  DISCLAIMER FOR SHIPPING CHARGES

During sale / special events express / special delivery options must be chosen.  

Please note that the estimated shipping charges and / or free delivery will depend on the carrier, delivery options, types of products ordered, also on the weight of the items shipped and value of the order.


2.  DELIVERY SERVICES

We use Royal Mail as our standard delivery service and DHL as an optional delivery service.

Royal Mail's Special Delivery service is available for next day delivery on UK items.   Parcels are tracked, insured and require a signature on delivery.

All non-UK orders are shipped using Royal Mail's Special Delivery Service or DHL and each item is insured, is issued with a tracking number and requires your signature upon delivery.  

 3.  INCLUSION KITS & DELIVERY COSTS

Inclusion kits will be posted using Royal Mail's delivery service with 2 working days of placing your order.

3. 1.  United Kingdom

3.1.1  The cost of the kit includes return postage to us.

3.1.2.  Royal Mail Special delivery is guaranteed by 01:00 pm the day after you are notified of dispatch.  Saturday and Monday delivery excluded.

3.1.2  DHL delivery time is 1 working day. 


3.2.  International Delivery - Individuals Only

3.2.1 Europe

3.2.1.1 The cost of  the inclusion kit is £ 8.00 and it does not include return postage to us.

3.2.1.2  Royal Mail aims to deliver within 3-5 working days but it can take up to 20 working days to arrive.

3.2.1.3  DHL delivery time is 1-2 working days.

3.2.2  REST OF THE WORLD 

3.2.3.1 The cost of  the inclusion kit is £ 8.00 and it does not include return postage to us.

3.2.3.2  Royal Mail aims to deliver within 5-7 working days but it can take up to 25 working days to arrive.

3.2.3.3  DHL delivery time is 1-4 working days.

3.2.3.4  Postage is an estimate cost, and on rare occasions the true shipping cost will be higher than this.  If this is the case we will contact you when we are ready to post your completed item to you.  


4.  CUSTOMS FEES

Please note that orders shipped outside the UK may be subject to customs fees upon arrival.

5.  IF YOUR PARCEL HAS NOT ARRIVED

Please wait for the following days before contacting the website.

  • United Kingdom - 5 working* days

  • Europe - 20 working* days

  • International - 25 working* days

 *working days are weekdays excluding bank holidays and weekends.  Royal Mail will only confirm the parcel as missing after the specified time has lapsed. You 


6.  LOST PARCELS

Lost parcels are extremely frustrating for both you and us. We do understand how annoying it is for you and we feel pretty helpless. If you report a parcel as missing, we’ll start a claim as soon as Royal Mail will accept it.  

UK customers will also be asked to fill in a Lost Post form and return  it to Royal Mail.  Non-UK customers will need to submit a claim to their local postal service and provide us with proof of the claim.  This will be used to support our claim to Royal Mail / DPD.

The claim form is  complicated and takes a long time to complete and it must have supporting documentation in the form of filed invoices to facilitate the claim.  This unfortunately takes time so please be patient.


7.  DAMAGED GOODS

If a parcel has been damed, or the packaging has been ripped / torn, ask the delivery person to make a note of the damage before signing for it.  Please send photographic evidence by email to mom@momsownmilk.com together with your order number within 24 hours of delivery.  Please note, we are not responsible for damaged / missing items that was not not notified to the delivery person at the time of signing for it and no claim will be honoured by any mailing service.


Last update: 21 Jan 2021