SHIPPING & RETURNS
Shipping Policy
Creme Du Loch UK delivers free to UK addresses (including Jersey and Guernsey).
UK delivery options (orders placed Monday to Friday excluding Bank Holidays)
Standard Delivery
Delivery within 2-5 working days. (Exc. bank holidays)
Free on all orders over £20
Flat rate U.K shipping cost be incurred on orders below £20
While we make every effort to ensure delivery within the above times, there may be circumstances outside of our control
-severe weather
-delivery strikes
-national holidays
-global pandemic
(list not inclusive or exhaustive)
We will endeavour to ensure prompt and timely delivery and will inform customers of any unexpected delays. We will not accept returns on the basis of "arrived late" while the item is the care of the delivery service.
It is the sole responsibility of the customer to ensure that all delivery details are correct at time of ordering. We will not accept requests for refunds if it is found the delivery details were incorrect.
Covid-19 Policy & Shipping
We are fortunate here at Creme Du Loch, in that we are a family business operating from our own office. As such we have a stringent "closed site" policy. No one outside of the business is able to enter our premises during this time. This is for our safety, our customers peace of mind and our own families. We are still operating at 100%.
During this period there is overwhelming demand on couriers, postal services and similar industries. We are still able to ship daily and currently within the guidelines published above. However we cannot be held responsible for unforeseeable delays. We will work hard to assist our customers who suffer shipping delays, but we kindly request your patience and understanding in these difficult times.
Due to the drastic reduction in air travel, our Free International Shipping offer has been postponed. We are still able to ship at a flat rate but the economics of shipping Internationally for free have temporarily made this offer untenable. We hope to reinstate this soon when the air industry relaunches.
Christmas Deliveries
We make every effort to ensure items arrive in accordance with the Last Posting Christmas Delivery Dates we publish on our site. We however are not responsible orders which fail to arrive on schedule while in transit and will not accept returns or refund requests on the basis of "arrived late". We publish our last posting dates as soon as the couriers publish theirs and we will always suggest you choosing an appropriate delivery service for your needs. We also recommend ordering as soon as possible to avoid disappointment.
International Policy
We are currently able to ship to USA, Canada, France, Germany, Spain, Italy and Portugal. These are shipped via various couriers and where possible tracking numbers provided when crossing into the destination country.
Standard Delivery - Please allow 7-21 days for delivery from date of dispatch confirmation.
If your country is not listed please do get in touch at Info@cremeduloch.co.uk. The above countries are ones we have courier arrangements with but we are able to accommodate most destinations.
All import taxes and duties are the responsibility of the customer. While we endeavour to keep these to a minimum, they are not calculated into any sale, quote or invoice and are to be paid by the customer in accordance with the customs and import regulations of the destination country.
Cancellation Policy
To cancel your order, contact our Customer Services Team with your order information, via Info@cremeduloch.co.uk
to discuss options with our team. Should an order already have shipped then returns policy will come into force.
Return & Exchange Policy
We hope that you are delighted with your order, but if for some reason you are not we have set out below a summary of your rights in the event that you wish to return a product.
If you made your purchase through a partnered retail location, such as a department store or airport, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us. Similarly, if you purchased products on the Creme Du Loch website, you must return them in accordance with the procedure outlined here and not directly to a partnered retail location.
As you are a consumer and have made an order online you may, in accordance with the Consumer Contracts Regulations 2013, cancel your order and obtain a refund (or exchange) within 14 working days from delivery.
Please ensure you obtain a proof of postage, if you wish to return the item, when you do so (in case you need to show you have returned the goods, in the unlikely event that we do not receive the returned parcel).
If you require a refund we will refund the price paid by you for the goods (including a standard delivery charge, but not the additional cost of any premium delivery option that was chosen) within 14 days after the day on which we receive the Products back from you or, if earlier, the day on which you provide us with evidence that you have sent the Products back to us, provided that you have returned the goods to us within 14 working days of delivery to you or your notifying us of cancellation.
Refunds will only be made against the original credit/debit card used.
We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
Your right to return goods does not apply to goods (i) made to your specification; or (ii) which have been clearly personalised (e.g. by being engraved); or (iii) which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly; or (iv) where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
Damaged Items
Your Rights If There is a Problem with a Product;
In addition to the rights described above (and in accordance with your rights under the Consumer Rights Act 2015), if the goods you receive are damaged or faulty, or not what you originally ordered we will be happy to exchange the items or offer you a refund.
To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection.