We ship worldwide and normally use the UK Royal Mail service but reserve the right to use another shipping company and also to ask for signature on delivery to be provided. We also reserve the right to split or combine orders if more efficient for shipping or tax reasons.
We post 95% of orders within 24 hours and ship on Monday Wednesday and Friday. Personal commitments and holidays will occasionally intervene but we will ship within 48 hours unless exceptional circumstances intervene. Our Royal Mail postal service does not ship on Sundays or UK public holidays. We will take a summer break in either July or August which is advertised on a banner at the base of the front of the website and here.
Orders are sent in plain envelopes and boxes without identifying logos. Please note that we have always filled in international customs information on our international orders outside Europe in a non identifying way. From June 2020 please note that we still do so on the sticker placed on the outside of a parcel but are compelled to provide electronic customs information that may for example state menstrual cup or cloth pad as taken directly from a store feed that we can not amend.
We regret that we can not supply Mooncups to addresses in the US. We do not ship menstrual pads to the US due to FDA regulations.
Please contact us should your parcel fail to arrive and we will try to help you. Parcels can take up to 2 weeks to arrive and even longer in times of holidays/strikes/industrial relations problems so please bear this in mind. Please note that exact replacement may not be possible as many of our products are limited edition/one offs.
INSURANCE REST OF THE WORLD
Royal Mail automatically provide insurance cover to a certain value under their carrier terms. Please note that we will not replace goods sent to you if they do not arrive unless you buy tracked mail This means that in practice you need to purchase International Tracked post. We will provide these as options on the drop down menu so please make sure you pay for them if you need the cover levels they offer. Please note that Royal Mail do not allow claims for lost mail until 15 days have elapsed since posting date so that we can not deal with refunds in respect of lost mail until after this. If you want us to use any other shipping service we are happy to discuss and arrange this with you at your own cost.
Due to the nature of sanitary protection products we regretfully can not provide a returns service for pads, cups or sponges. If you are not sure about purchasing a product contact us and we will try to help you. We will accept returns of underwear , womb wraps and accessories. ( If the womb wrap has been made as a special order for your size we will not accept a return.) The customer must have taken proper care of these. In the case of underwear this means it must have been tried on only over other clothes, must not have been washed or worn and must have its undamaged packaging returned with it. Any hygiene stocker must not have been removed. In the case of accessories such as bags this means that they are unused and sent in the condition they were supplied in. If an item received is faulty, we will, of course, refund the cost of the item, including return postage costs. If wishing to return any item, please advise us first by email to firstname.lastname@example.org. For underwear ,womb wraps and accessories being returned due to not being suitable we expect the customer to pay the costs of return shipping and won’t refund unless we receive the item within 21 days of date of purchase. If returning in the UK you should obtain a proof of posting to prove that you despatched the returned items. If they don’t arrive we would expect you to make a claim for refund from Royal Mail using your proof of posting and wont refund unless we receive the item. If returning from overseas you must use a tracked service or we will not refund if it does not arrive.
We do not issue paper invoices as we are trying to be as paperless a business as possible and we issue an online confirmation of the items despatched in the order.
Royal Mail occasionally return orders to us stating a range of reasons. We will make every effort to contact you by email (and by phone if possible) and make arrangements to resend the order. If you have given us a wrong address we will expect you to pay for the additional shipping cost. If you do not respond despite us trying to contact you we will consider the case closed after 3 months from our first contact email to you. We will not send the order after that time.