Delivery Choices

Full Information & Terms

Royal Mail Tracked Untracked:

In More Depth

Royal Mail UK & Worldwide Parcels:
Goods are sent on your choice of shipment unless the weight is over 2kg then goods are sent via DPD shipping rates apply. If your customer is not in when their parcel arrives they will keep the package at their local depot for 7 days enabling them to pick it up. After 7 days the parcel then returns to us.

DPD
If you are using this service please provide an email address and mobile number for your customer. DPD will contact your customer by text or email to notify them of a delivery time and date. If this is not convenient for your customer, they have the option to change it. DPD will attempt delivery 3 times – if they are still unsuccessful after this time the parcel is returned back to us. In some rare cases, DPD may not deliver the next day. But is 99% next day service.

Customs charge is included in the price for: Norway, Serbia & Switzerland.

BFPO (British Forces Post Office):
Goods are dispatched on Royal Mail Tracked.

Note: You may receive an order going to a BFPO address. The address may contain an overseas country. This does not matter. All BFPO parcels are delivered to a central office in London and then distributed overseas by the Army. When dispatching these orders please select BFPO from the drop-down country list.

UK Postage – Up to 2kg of Goods:

Royal Mail Tracked48 Delivery
Royal Mail Tracked24 Delivery
Royal Mail Overnight Delivery
These services will provide a tracking number and can be tracked at any stage of the delivery process. This service also is insured and requires a signature.

Royal Mail Special Delivery is a premium service that guarantees next working day delivery to most areas by 1 PM, but deliveries to remote areas can take longer.
Delivered by 5.30pm the next working day in the following postcode areas:

AB30 – 39, 41 – 45, 51 – 56 / HS1, 3 – 9 / IV21 – 28, 40 – 49, 51 – 56 / KA27, 28 / KW1 – 3, 5 – 15 / KW16 Stromness Town only / PA20 (0&9) / PA28 – 38, 41 – 49, 76, 77 / PH15, 17 – 26, 31 – 40, 49, 50 / ZE1

Delivered within two working days by 5.30pm to the following postcodes areas:

HS2 / IM / JE / PA60 – 75, 78 / ZE2, 3

Delivered within three working days by 5.30pm to the following postcode areas:

KW16 – non Town / KW17 / PH30, 41 – 44
Royal Mail First Class Delivery
Royal Mail Second Class Delivery
These services are available for low-cost orders making postage a lot more affordable, we don’t recommend using this delivery service for high-value orders. If a parcel is lost there is no insurance available for this service or tracking information once the parcel leaves our warehouse. Any loses will have to be replaced at your cost.

These prices will be reviewed quarterly as and when Royal Mail Review our charges.

Non delivered parcels for all destinations, including overseas will be returned after a delivery attempt and a fee of £3.51 plus VAT is then charged for Tracked 48 and £4.97 plus vat for Tracked 24, Special Deliveries and International parcels.

Courier Charges – Up to 30kg of Goods:

DPD Classic Next Day
Delivery service with a 1 hour delivery window – Weight up to 30kg per parcel
(Deliveries are between 8am-6pm Mon-Friday). Includes a Text/email notification.

* Non delivered parcels for the UK will be returned after 3 delivery attempts and a fee of £7.07 plus VAT is then charged by DPD for this return service.

Your customer will receive text messages and email notifications and also calling-cards if DPD have been unable to deliver their parcel. If your customer then fails to re-arrange a delivery with DPD directly this fee is incurred. We will pass this charge on to your Xtrader account.

DPD Remote Location Delivery Charges
Remote locations in Scotland, Channel Isles, Isle of Man & Isle of Wight tend to be the frequent ones. If your parcel requires this additional shipping charge we will advise you.

BT, Scottish Highlands & Channel Islands – £13.36 two day.
BT, Scottish Highlands & Channel Islands – £24.82 next day.

Evri
Evri 48 +£1.66

Non delivered parcels for the UK will be returned after 3 delivery attempts and a fee of £4.00 plus VAT is then charged by Evri for this return service.
Evri cut off time for same working day dispatch is 12pm. Once dispatched delivery address can not be changed and return requests to sender can not be made.

*Evri do not deliver to PO Box addresses or collection points.

Back Orders & Split Deliveries

If there has been a manufacturing delay or something has been out of stock on your order for 12 days then we are happy to split or back order part of the waiting order. The delivery charge on the second delivery for the order will be charged at cost.

Please note:We will not do this on an order unless the item has been waiting more than 12 days.

If you are concerned about making your customers wait you need to think about a stock management utility to work with our XML stock feed.

Redelivery Charges.
Occasionally customers fail to pick up their order from the local depot once the initial delivery attempt has been made if they were out. After a week the parcel is shipped back to us. Unfortunately, the redelivery charge to dispatch the goods back out is not subsidised.

UK Re-delivery Charges
Royal Mail – £Cost
Courier – £Cost

Europe and Rest of the World
Royal Mail – £Cost
Courier – £Cost

Customer Exchanges and Faulty items

If a customer returns an item because they don’t want it and they want an exchange the redelivery charges apply.

If a customer returns an item for an exchange due to a fault there is no charge for sending a new item back to them. It will be returned to your customer via our tracked service.

If an item is returned and found not to be faulty. Your account will be charged postage to return the item to them.

Cancelled Orders

If an order is cancelled after dispatching the full delivery costs (not the subsidised charge) will not be refunded. This includes packing, staff time and box used.

If your customer has a faulty item, there is a Freepost address you may use. Please email us for the address.Click here to email us

The Freepost address is only for the use of returning faulty items. When we receive the returned item, it will be checked, if the item is not faulty and the Freepost address has been used, then there will be a charge of £3.36 plus vat for the cost of postage.

What Happens if Something Goes Wrong.

We have a dedicated team looking after your interests and if there are any issues with your parcel we will work to overcome the problem and obtain a delivery for you.

If your parcel is lost on route we will endeavour to obtain compensation for you for the insured delivery services.

We will liaise with the particular depot on your behalf and resolve any problems swiftly and keep you updated at all times.

Items received that are incorrect must not have the items packaging opened, we must be notified as soon as it is convenient and we will advise full instructions for an exchange. Incorrect products received with security seals or sealed packaging which has been opened by the customer cannot then be returned for an exchange as they have been accepted by the customer.

Any orders disatched on to a third party delivery service eg. GSP (Global selling programme) once delivered to the requested company any loss or damage to the parcel is no longer XTrader responsibilty.

Lost Parcels

We do not replace lost parcels free of charge. All parcels which are dispatched via an insured service our team will look after the claim procedure on your behalf and all compensation once obtained will be passed on to you. So, you will never be out of pocket but in the meantime, if you wish to have a replacement order sent this must be sent at your cost.

Uninsured services are not covered for claims.

A claim usually takes about 4 weeks to complete.

Royal Mail Procedure
1) We complete a claim form and include proof of posting and copies of commercial invoices to prove the cost of the goods.
2) Royal Mail processes the claim and will contact your customer to confirm the goods never arrived.
3) The claim is accepted once Royal Mail receives your customers’ confirmation back.
4) We receive a cheque and your account is refunded the compensation amount in full.

If your customer does not make the effort to confirm the parcel is missing, no payout is received from Royal Mail so in turn, you will not receive any compensation.

Royal Mail currently loses approx 2 parcels a month.
Which equates to less than 0.01% of our entire dispatch so do not be overly concerned about lost parcels.

DPD
1) We complete a claim form and include copies of commercial invoices to prove the cost of the goods.
2) The courier processes the claim.
3) We receive a cheque and your account is refunded the compensation amount in full.
4) DPD only give 14 days from the date of postage to claim for lost parcels.
5) If lost parcels are not reported within 14 days then we are unable to offer any compensation.

DPD very rarely lose anything and it is currently one or two parcels a quarter out of our entire quarterly dispatch.

Compensation

Below is a list of the compensation payable if a parcel goes missing. If we need to do a claim on your behalf, this is the maximum amount you will receive back.

Royal Mail Untracked– no compensation for loss or damage

Royal Mail Tracked 24 and 48– Claims must be made within 80 days of the date of posting – compensation up to £100

Royal Mail Overnight Delivery– Claims must be made within 14 days of the date of posting – compensation up to £500

Royal Mail International Uninsured– no compensation for loss or damage

Royal Mail International Airsure– claims for loss must be made within 6 months of posting – compensation up to £50

Evri– compensation up to £20
* Parcels sent with liquids are not covered as all liquids are prohibited.
* Claims must be made within 28 days of the date of posting.

DPD Inland Parcels– compensation up to £100
* Parcels sent with liquids are not covered as all liquids are prohibited

DPD International– compensation is worked out on the “Warsaw Convention” and is based per kilo. The Convention for the Unification of certain rules relating to international carriage by air, commonly known as the Warsaw Convention, is an international convention which regulates liability for international carriage of persons, luggage, or goods performed by aircraft for reward.

Edible Products

We do not replace or refund edible items which have been spoilt during transit.

DPD International 

* The prices shown here may fluctuate ever so slightly at the checkout as additional shipping box weights are calculated in during the process so prices could vary by as much as 50g above the weight of the toys.

We reserve the right to alter the delivery method on all overseas parcels to a service we feel is better suited for the country.

Please be aware that parcels that are classed as oversized may receive an additional charge. We will advise you of any additional charges involved before dispatching your order. This is calculated as follows

Items will be Charged at Volumetric weight if greater than gross weight Calculation L x W x D (in cm) DIVIDED BY 5000

DPD international Warning

DPD orders going to Russia will receive an email from DPD requesting further information that needs to be filled out on the following website: https://www.aramex.com/default.aspx. This need to be done otherwise the parcel will not be delivered. You must also have an E-commerce website to be accepted.

If an order is being sent to Norway by DPD we will need either the receivers vat number, PID or EORI number.

The Service Level Agreement for Dispatch

All products are shipped discreetly in a brown box with absolutely no indication as to the contents.

We subsidise all the delivery charges, so you actually pay less than what it is costing to dispatch goods.

Goods that are in stock are dispatched within one working day Monday to Friday. If for any reason we are out of stock, we would expect to dispatch the goods in about 7 days. If there is a manufacturing delay with any products you will be notified by email as soon as we are aware.

*Cut off for overnight delivery choices shown above in the delivery table.