All orders are hand wrapped in tissue paper and despatched to you in sturdy cardboard boxes that can be recycled once you've finished with them or used to send anything back to us.
Standard delivery within the UK costs £4.95 irrespective of the weight of the parcel. Orders should ordinarily arrive within 5 days (excluding Sundays).
If no-one is at the specified delivery address when the courier attempts delivery, you can ask them to leave the package in a 'safe place' - i.e. in the porch, with a neighbour etc. Simply enter your designated place under delivery instructions as part of your order. If the courier is unable to complete delivery after 3 attempts the parcel will be returned to sender and you will be refunded.
We do offer a next-day delivery service for UK addresses only, with orders of in stock items placed on weekdays before 8pm guaranteed to arrive the next working day in personal courier areas only. This costs £8.95.
If no-one is at the specified delivery address when the courier attempts delivery, you can ask them to leave the package in a 'safe place' - i.e. in the porch, with a neighbour etc. Simply enter your designated place under delivery instructions as part of your order.
Our next day service is available for orders placed for delivery Monday to Saturday. Unfortunately, we are not able to make deliveries on a Sunday or on bank holiday Mondays, nor can we provide a next day service to Jersey, the Channel Islands, Scottish Highlands, counties north of West Lothian or Northern Ireland.
During our popular end-of-season sales we still offer a next day service but orders must be placed by 6pm to guarantee delivery.
Stock permitting, all orders are usually despatched within 48 hours of being accepted, to arrive with UK customers within 5 days (excluding Sundays).
In the event that an item is temporarily out of stock, we will notify you of the delay and despatch it as soon as it arrives. If you do not wish to accept the new delivery date, simply email email@example.com or call 0330 333 9584 and we will cancel your order. All calls are charged at local rate. Your credit/debit card will not have been charged as your order will not have been despatched.
The delivery period stated within which you will receive your order is approximate. Goods will be sent to the address given by you in your order. If you are ordering more than 1 item, your goods may be sent to you in instalments if certain items are out of stock. In this case, you will only pay a single delivery charge.
Our courier will require a signature for all orders over £299. If you are unavailable at the time of delivery the courier will be happy to deliver to a neighbour on your behalf. If you are happy for a neighbour to sign for your order, you can enter this information in the delivery instructions field on the checkout page.
If you are ordering from France we offer the Colissimo delivery service. This is charged at £8.95 an order and you can expect delivery within 7 days (excluding weekends and public holidays). We are happy to fulfil orders to France directly from the UK site. Free returns are not available to addresses outside of the UK, any returns are at the recipients cost.
If you are ordering from Germany please re-direct to your local site www.poetry-fashion.de for a swifter service.
We are happy to fulfil orders to most other European addresses, from the UK site. These are charged at £18.00 an order and can take up to a week to arrive. Free returns are not available to addresses outside of the UK, any returns are at the recipients cost.
If you are ordering from the USA, please re-direct to your local site www.poetryfashion.com for a swifter service.
We are happy to fulfil orders to most other addresses outside Europe, from the UK site. These are charged at £20 an order and can take up to 10 days to arrive. This price does not include any import duties or local taxes, for which the recipient is responsible. Free returns are not available to addresses outside of the UK, any returns are at the recipients cost.
All international deliveries are sent by Royal Mail International and the progress of your delivery can be tracked through their website at http://www.royalmail.com/track-trace
Please note customs policies vary widely from country to country. We recommend you contact your local customs office for further information. Please note international shipments may be subject to cross-border inspections by customs authorities.
We have our own returns policy which is explained below. Please note that this returns policy does not affect your right to cancel your contract with us under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("Consumer Regulations"). We explain how to exercise your rights under the Consumer Regulations below.
Please note that the right to cancel under the Consumer Regulations will not be available in some circumstances. For instance, if you wish to cancel only part of an order, if you wish to cancel your order over 14 days after receipt of the goods or if you would like us to cover the cost of return postage, however, our own returns policy might be applicable (please see below).
Order confidently from us, knowing you may return any products within 30 days of receipt for a refund or exchange as long as those products are unwashed, unworn (except for the purposes of trying on) and with the original tags attached. We always aim to process returns as quickly as possible within 5 days of our receipt however, it can take slightly longer during busier periods.
If you wish to exchange an item for another size or colour, return it to us within 30 days of delivery and we will send you the replacement item free of any additional delivery charges. We can only exchange an item for an alternative size or colour. If you would like to exchange for a different item, please contact Customer Care on 0330 333 9584.
We offer a free Royal Mail tracked returns service on all orders sent to a UK mainland address.
Simply attach the reply-paid sticker that appears at the bottom of your despatch note to the original packaging and take the parcel to your local Post Office. The parcel will then be tracked all the way back to our returns warehouse. This reply-paid sticker covers a parcel weighing up to 5kg.
You can follow the parcel's progress by visiting the Royal Mail website http://www.royalmail.com/track-trace and entering the 13 digit tracking number. We strongly recommend that you obtain proof of postage from the post office as the receipt contains the tracking number. It is also proof that you returned the order.
If it is not convenient for you to get to the Post Office we have agreed a special rate with our delivery partner Hermes. One of their team of couriers can collect your parcel directly from your home or place of work. The parcel will be tracked from collection to delivery and the price of a mainland courier collection is £2.70 per parcel. Services to remote area postcodes IM, HS and ZE charged at £4.99 per parcel.
If you prefer you can drop your parcel off at one of the many local ParcelShops™ operated by MyHermes. ParcelShops™ are located in small corner shops, convenience stores, garage forecourts and local independent stores. These shops have long opening hours and are generally located within residential areas making it easy and convenient to use.
To arrange a courier collection and for a list of your local ParcelShops™ visit https://www.hermesparcelreturn.co.uk
If you change your mind you may return any unwanted item purchased in store for a refund or exchange within 30 days. It is important that any unwanted item, unless faulty, is returned in a re-saleable condition. This means you have all the original packaging and labels and the item is unworn and not damaged. Returns made outside 30 days are at the discretion of the store manager and any refund would take the form of store credit. If you return an item bought for you with a gift receipt we will give you store credit to the value of the original selling price.
Returning an online purchase in store. Please be aware that although we accept returns of online purchases in store you must provide proof of purchase. Refunds are not issued in store, we return your online purchase to the returns centre for processing free of charge. Your refund will appear 2-3 days after receipt.
We have explained below how you can exercise your right under the Consumer Regulations to cancel your contract with us. Please note that in many cases our own returns policy may be applicable or may be more suitable for your requirements. You have a right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and dictated by you acquires, physical possession of the goods.
To exercise the right to cancel, you must inform us, Selective Marketplace Limited trading as Poetry of Belton Rd West, Loughborough, Leicestershire, LE11 5XL, of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or email). You may use the cancellation form supplied here but it is not compulsory. To meet the cancellation deadline it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay and not later than 14 days after the day we receive back from you any goods supplied, or (if earlier), 14 days after the day you provide evidence that you have returned the goods, or (if there were no goods supplied), 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise, in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the period of 14 days expires. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.