Shipping policy

We ship orders using Royal Mail. We aim to dispatch all orders within 3 days of receipt, although dispatch times may vary during busy periods. Orders are dispatched from the Isle of Wight, United Kingdom. Please allow sufficient time for your order to reach its destination. Delivery times are estimates and delays may occasionally occur due to factors outside our control. Most UK orders are delivered within 2-5 working days after dispatch. Delivery estimates are provided as guidance only and are not guaranteed.

Customer Address Responsibility

Customers are responsible for providing a complete, accurate and deliverable shipping address when placing an order. This includes any house numbers, flat numbers, apartment numbers, company names, building names, postcodes, and any other information required for successful delivery. If we identify an issue with the shipping address before dispatch, we may contact the customer to request updated information. If we do not receive a response within 7 calendar days, we reserve the right to cancel the order and issue a refund less any non-recoverable costs incurred. If an order is returned to us due to an incorrect, incomplete or undeliverable address provided by the customer, any additional shipping costs required to resend the order will be the responsibility of the customer. Quackers is not responsible for delays, failed deliveries or additional costs resulting from inaccurate address information supplied by the customer.

Tracking

Tracking may be provided for certain shipments at our discretion. Where tracking is available, details will be provided once the order has been dispatched.

Delivery Issues and Missing Parcels

If you believe your order has not arrived, please contact us as soon as possible. Any claims relating to a parcel that is shown by the shipping carrier as delivered must be reported to us within 14 days of the recorded delivery date. This allows us the best opportunity to investigate the matter with the carrier while their records remain available. Claims reported after this time may be significantly more difficult or impossible to investigate, and we may be unable to offer a replacement or refund.

Where tracking shows a parcel has been delivered, Quackers reserves the right to rely on the carriers delivery records when assessing any claim. We will always do our best to assist customers in resolving delivery issues, but we cannot guarantee the outcome of investigations conducted by postal services.

Unsuccessful Deliveries

If a parcel is returned to Quackers because delivery could not be completed, we will contact the customer once it has been returned to us. Any additional shipping costs incurred to resend the order will be the responsibility of the customer.

Once an order has been dispatched

Once an order has been accepted by the shipping carrier, delivery is outside of Quackers' direct control. While we will always do our best to assist customers with delivery issues, we cannot guarantee delivery times and are not liable for delays caused by postal services or other circumstances beyond our reasonable control.