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Shipping & Returns


 

Delivery Charges

We charge the actual cost of carriage. We do not inflate the price of products so that we can offer reduced or "free" carriage.

All courier parcels are trackable.

We still offer Royal Mail.

Anyone wishing to use My Hermes as an alternative should use the Pay by Phone facility and we will check the weight and volume and charge accordingly.

Collect in store or arrange own courier

Please use the Pay by Phone facility and we will deduct the carriage charges.

 

Shipping days are Monday to Friday, excluding Bank Holidays and Courier Christmas Holidays.

Foodstuffs shipped to countries outside of the EU are sent at your own risk, we will not be held responsible for loss, damage, delay or spoilage caused by the courier or government departments.

Orders received before 1.00pm. are usually, but not always, sent out the same working day. Orders containing frozen products are only shipped Monday, Tuesday and Wednesday to allow for any delay by the courier. We will inform you by e-mail when your order is dispatched. If you have not received you order within 2 working days (7 for EU and Overseas) please contact us as soon as possible.

Once an order has been dispatched we cannot be held responsible for delays by the courier company.

Most UK orders are delivered the next working day after dispatch but occasionally delays occur and it may take an extra day or two before your order arrives.

 Oversea orders usually take 4-5 working days for delivery.

UK customers should contact us if the order is not delivered within 2 (two) working days of dispatch.

Overseas customers should contact us if the order is not delivered within 7 (seven) working days of dispatch.

Delays in contacting us, or the courier, could result in the order being returned to us, incurring a return charge.

Courier companies use texts and e-mails to inform customers of intended deliveries.

Please ensure that we have a correct delivery address, contact telephone number and contact e-mail address so that deliveries are not delayed or returned to us.

We will request a signature on delivery unless instructed otherwise.

 If the premises are unattended, delivery may be delayed or returned to us.

UK customers can leave instructions for safely leaving an order without a signature in the notes box in the checkout basket.

Overseas orders will always require a signature on delivery.

FAILED DELIVERY

If the courier cannot deliver a parcel they will usually leave a card asking you to contact them.

If you do receive a card please get in touch with the courier company or ourselves as soon as possible.

This could prevent a parcel being returned to us.

After the second attempt to deliver the parcel it will be returned to us.

This will result in a return charge, equal to the original delivery charge.

If no prior arrangement has been made, (i.e. you have not contacted us about non-delivery) on return of the order to us by the courier, we will cancel the order and refund the value of your order excluding the original delivery charge and the return delivery charge.

Customs regulations and restrictions vary from country to country. We are not liable for any delays or seizure by the Customs Departments of the receiving country. It is your responsibility to check the legality of any product sent to you. You are liable for all or any Customs charges.

DELIVERY CHARGES.

Collection in store, at a Show or arrange own courier.

No delivery charge. Click the Pay by Phone facility and we will remove the delivery charge from the order.

Royal Mail Delivery

Royal Mail is a signed for only service.

UK charges are  -  up to 2kg. including packaging £3.95 - 2nd Class.

Heavier weights as per Royal Mail Parcel Service.

Overseas Royal Mail charges vary on weight up to 2kg.

My Hermes Delivery

Please use the “Pay by Phone” option.

We will check the weight and volume and charge carriage accordingly.

Courier Delivery

Delivery charges are calculated by weight/volume and destination. There are 3 UK delivery zones and 4 EU zones.

You can check delivery costs from the checkout basket. Click the shipping button and enter your country. For the UK you also need to enter your post code.

UK COURIER SHIPPING CHARGES

All courier parcels are trackable.

We use DPD couriers for most shipping. This is a tracked service and for most of the UK it is a 1 - 2 day service. We cannot be held liable for any delays attributable to the courier.

We can offer a Saturday or Sunday delivery for most of Zone A.

This does incur an extra charge.

To arrange a weekend delivery please use the Pay by phone facility and we will check that you are within the weekend delivery area. The surcharge for this service is £5.00 per parcel.

The UK is split into 3 Zones.

Zone A is mainland England Wales and parts of Scotland.

Up to 10kg  -  £7.00.

Up to 25kg  -  £8.00.

Up to 50kg  -  £11.50.

Per 25kg thereafter - £4.50

Zone B is the rest of the Highlands and Northern Island

AB 36-38 55 56

FK17-21

IV 1-39 52-54 63

KW 1-14

PA 21-40

PH 19-26 30-41 49 50

BT

                    Up to 10kg - £12.00

Up to 25kg - £14.00.

Up to 50kg - £24.00.

Per 25kg thereafter - £12.00

 

Zone C is the rest of UK and Offshore Islands.

HS

IV 40-51 55 56

KA 27 28

KW 15-17

PA 20 41-49 60-78

PH 42-44

ZE   IM

GY  JE

TR21-TR25

Up to 10kg - £18.00

Up to 25kg - £20.00.

Up to 50kg - £36.00.

Per 25kg thereafter £18.00

 

 Europe is split into 6 zones

                                EUROPE ROAD                  up to 30kg including packing                                       

EUzone1              £16.00   Belgium BE, France FR, Germany DE, Luxembourg LU, Netherlands NL, Republic of Ireland IE

EUzone2              £18.50   Austria AT, Czech Republic CZ, Denmark DK, Italy IT, Slovakia, SK, Spain ES

EUzone3              £23.00   Croatia HR, Estonia EE, Finland FI, Hungary HU, Poland PL, Portugal PT, Sweden SE,

                                            Slovenia SL                                                                                                                             

EUzone4              £27.00   Bulgaria BG, Greece EL, Latvia LV, Lithuania LT, Romania RO

                                                                Non EU countries include a £25.00 Customs Charge

Non-EU1              £43.00   Switzerland CH                                 

Non-EU2             £52.00    Bosnia-Herzogovina BA, Iceland IS, Norway NO, Serbia RS

Worldwide Delivery

The cost of delivery varies according to weight, volume and destination. This can be ascertained in the “Check Shipping” box, enter your country and the cost will be displayed.

 

RETURNS

We want you to be happy every time you shop with us although occasionally we may get things wrong or you may decide you want to return items.

Unwanted Items

You have a right to cancel your order for any item purchased on our website prior to its dispatch.

To cancel your order, please contact us by telephone or via email at: shop@ratrations.com before we have dispatched your goods and we will issue a full refund to you.

 If we have already shipped any of the items on your order then the delivery costs incurred will be charged to you and not refunded.

You may cancel your order within 7 working days of delivery by telephone, emailing us at: shop@ratrations.com or alternatively you may write to us at our head office address: Morley Aviaries, Hill Road, Morley St. Peter, Wymondham, Norfolk NR18 9UB. Please confirm your contact name, address, email address and contact telephone/mobile number, order reference number and date that you placed your order within your cancellation correspondence.

Returning Unwanted Items

Goods must be returned unused, as new, in saleable condition and with the original packaging. We cannot accept goods which do not meet these requirements.

We must be notified prior to you returning any items, either by telephone (01953 433 789) or e-mail to shop@ratrations.com . We will issue you with a returns reference number. Please ensure that the item(s) is/are suitably packaged with original packaging where possible and please enclose your contact details along with the return reference number, reason for return and whether you require a refund or replacement. Please send the return parcel to Morley Aviaries, Hill Road, Morley St. Peter, Wymondham, Norfolk, NR18 9UB. We recommend that you obtain proof of posting for your records. For heavier items it may be cheaper to use our 3rd party courier collection at a cost of £15.00 per 25kg. or part thereof. This cost will be deducted from any refund issued.

Please note that a refund of the returned item(s) will only be given if the item(s) is/are unused, as new, in saleable condition and with the original packaging.

 

Upon receipt of the goods any refunds will be reimbursed within 30 days. The cost of returning any items will be covered by you.

Faulty or Incorrect Items

If a product is faulty and/or damaged upon delivery and/or the wrong item is delivered you, please contact us within 48 hours of receipt of the goods. An e-mail photograph showing the damage or problem will help us sort any problems faster. We will offer an exchange or refund as appropriate.

Returning Faulty or Incorrect Products

We must be notified prior to you returning any items by telephone (01953 433789) or e-mailing us at: shop@ratrations.com. We will issue you with a returns reference number. Please ensure that the item(s) is/are suitably packaged with original packaging where possible and please enclose your contact details along with the return reference number, reason for return and whether you require a refund or replacement. Please send the return parcel to Morley Aviaries, Hill Road, Morley St. Peter,  Wymondham, Norfolk NR18 9UB. We recommend that you obtain proof of posting for your records. For heavier items it may be cheaper to use our 3rd party courier collection at a cost of £15.00 per 25kg. or part thereof.

Please note that a refund of the returned item(s) and delivery/return delivery charges will only be given if the item(s) is/are faulty, damaged or the wrong item(s) is/are delivered.

This does not affect your statutory rights as a customer.

  

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