Delivery & Returns

Delivery
Our estimated delivery times depend on your location. We provide a table below of the normal expected delivery times for each location. DPD are our contracted carrier service to delivery orders and we have taken reasonable steps to ensure that our carrier is reasonably competent. While we make every effort to always deliver within our estimated times, the delivery of your goods is ultimately out of our hands. Please rest assured that your order is on its way, it might just take a bit longer than usual.

For any urgent queries, please contact our customer services team who are always on hand to help during the office hours of 9:00am-5:00pm GMT, Monday-Friday (excluding UK Bank Holidays).
Location
Cost

Estimated delivery times
UK — 1-2 working days

Delivery to UK
All orders for delivery to mainland UK are shipped by our fulfilment partners, Diamond Logistics, via DPD’s next working day delivery service. DPD will update you on a delivery window by text and email.

Despatch Time of Orders
We aim to despatch all orders within 1 working day of being placed, and on the same day for orders placed by 1:00pm Monday to Friday. Please note that during busy periods and in sale, this is sometimes not possible and we regret we cannot make any amendments to purchases once ordered.

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 one item, your goods may be sent to you in instalments if certain items are out of stock.

Import Duties
If your delivery address is outside the UK, you may have to pay import duties and taxes, which are levied once a shipment reaches your country. You must meet any additional charges for customs clearance.
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.
In the event that your order does not arrive within the approximate delivery period stated we will do our best to assist in tracking your order. In the event of non-delivery of your order we are unable to process a replacement order until 21 business days following the original shipment date.

Using a Different Delivery Address
If you don’t think you’ll be at home to receive your parcel, please give us an alternative address if it suits you better; for example, your work address.

If You Aren’t In When the Delivery Arrives
Our delivery partners will leave a notice card with contact details explaining any next steps in order for you to receive your order.

If There Are Delays
We do everything we can to make sure deliveries take place when we say they will. Sometimes, though, things beyond our control delay delivery.

Delivery Costs If Your Order Comes In Two Deliveries
Even if your order arrives in more than one package you will only pay one delivery cost for your order, regardless of how many parcels we send out to you.

Contacting Us About Your Order Delivery
If you have any specific queries regarding delivery, please contact us at sales@geofre.com we will do everything we can to help. Please note our office hours are 9:00am to 5:00pm GMT, Monday to Friday.

Payment
Your payment for goods and services purchased through our website shall be using your credit or debit card or PayPal account via Barclays Bank secure Payment Gateway. We do not process nor store your payment details.

Gift Vouchers
You may exchange Geofre Online Gift Vouchers, to the value indicated, wholly or partly for items listed on www.Geofre.com.
Geofre Online Gift Vouchers and any unused balances expire one year from date of purchase.
Online Gift Vouchers may not be exchanged for cash.
Any unused balance will be available to spend on future orders.
If your order exceeds the face value of the Online Gift Voucher the balance must be paid for by other means.
If you return an item purchased with an Online Gift Voucher, we will credit your account with the value of the item. No cash refund will be given.
You cannot use an Online Gift Voucher to purchase a further Online Gift Voucher.
We are unable to re-issue lost, stolen or damaged Online Gift Vouchers.
Our normal terms and conditions of purchase (as varied by these T&C’s), apply to items purchased with an Online Gift Voucher.

Cancellation
If you have not submitted an order, you may clear a product in your shopping basket at any time by clicking the ‘Remove’ button next to it.
If you have submitted your order and received a confirmation email from Geofre.com, you can still cancel your order within 24 hours of the order being placed. Please email your cancellation marked ‘URGENT CANCELLATION’ to the Customer Service team and list your name, address, product ordered and order code on the email.

If you wish to cancel your order more than 24 hours of the order being placed, you will need to wait until you receive the product and then follow our Returns procedure. You’ll find more information about this in our Delivery and Returns page.

Once we have received notification from you requesting cancellation an order, any sum debited to us from your credit or debit card will be re-credited to that credit or debit account within 30 days of your order, provided the goods you return are in the same condition that they were when delivered to you. You will be liable for any charges incurred when returning the goods to Geofre.com, unless the return is as a result of an error on our side.

Due to the high volume of orders during Sale times, it may not be possible for us to make amendments to your purchases once they have been ordered.

Damaged, defective or incorrect goods
In the unlikely event that you receive goods which were not what you ordered or which are damaged or defective, or are of a different quantity to that stated on your order form, we shall make good any shortage or non-delivery, replace or repair any damaged or defective goods, or refund to you the amount you paid for the goods in question provided that you notify us of the problem in writing at the address stated in the confirmation email within 10 working days of delivery of the goods plus return the goods to us, unless we inform you that return is not necessary. This provision does not affect your statutory rights.

Returns
We love our bags, but we do not want anyone to keep a Geofre product if they do not want it. So if for any reason at all you want to return something, you can do so within 1 month of delivery.

We only give full refunds if the item is unused and is in its original packaging for resale. We do not refund the original postage and packaging charge (if applicable), but if you just want us to exchange the item then you don’t pay any postage for the replacement.
Please note, postage charges for returning goods back to us are your responsibility, we strongly recommend you ask for a proof of postage in case the parcel goes missing on its way back to us.

There is only one exceptions to our one-month guarantee:
During the SALE we have a 14 day return policy for all goods bought on the site.

Exchanges
We are happy to exchange for the same item most products that are damaged, faulty or incorrectly shipped, through any circumstance that is in our error within 3 months from the date of dispatch. For more information, please see our Delivery and Returns page.

How to return or exchange an online purchase
If you wish to exchange or return your goods, please contact us at sales@geofre.com we will do everything we can to help. Please note our office hours are 9:00am to 5:00pm GMT, Monday to Friday.
Returns are charged at £15 per package within England & Wales excluding Scottish Highlands and Offshore Islands. Prices for returns outside these areas will be quoted individually.

 

Contact information
If you have any questions, please email us at sales@geofre.com.

Last updated: 20 February 2018

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