Delivery & Returns

We send most of our orders with Royal Mail & Evri but occasionally may use other couriers. 

When will I receive my order?

Orders are dispatched Monday - Thursday either using UK Second Class for orders under £20 or Royal Mail Tracked 48 and Evri Standard (for most orders valued at £20 or more). You will receive an email confirmation once they are dispatched. Based on Royal Mail and Evri estimates, you should expect delivery of your order 3-5 working days after your order is despatched (5-7 working days after you placed your order). 

Please note that printed quantities for 5 or more Resolve or Happiness Lab Delegate Guides may take up to 15 days for delivery as we print on demand. Please contact us if you need them sooner. 

CHRISTMAS POSTING 2025

Last Order Dates for Christmas Delivery

International Orders (Outside the UK)

  • Last recommended order: 3rd December, 3:00 PM

  • Orders after this date will still be processed but may not arrive before Christmas.

  • Orders continue to be processed Monday–Thursday until 18th December.

UK Orders

  • 5 or more printed Resolve or Happiness Lab Delegates Guides: 5th December, 1:00 PM

  • All other resources: No later than 3pm Thursday 18th December.

  • Orders after these date will still be processed but will most likely not arrive before Christmas and you should allow up to 10 Working days for the delivery of all orders placed after 3pm on the 18th December and before Monday 5th January 2026. 

Over Christmas and New Year we will despatch orders on the 22nd, 23rd, 29th and 30th Dec only (when we are open). We are closed all other days. Normal service resumes on Tuesday 6th January. 

Missed the cutoff? Contact office@uglyduckling.org.uk before ordering—alternative delivery options may be available for an additional charge.

How much is shipping?

As a guide our UK postage prices start at £2.00 for small items such as individual books and one pack of Table Talk Coasters. Table Talk Minis start at £2.20. £4 is the average for our larger Table Talk Boxes and most small orders. The maximum we charge is £10 for larger orders. Exact Postage is calculated at check out. International shipping rates vary and are calculated by our couriers at check out.  

Do you deliver outside the UK?

Our online shop is able to process orders from most countries. If you are unable to order from our shop, please email us with what you want to order, and we will let you know the exact postage cost to your address and take your order and payment via a different platform should you wish to proceed. 

What do I do if my order hasn’t arrived?

If your order doesn’t arrive within 10 working days (for UK customers) or 20 days ( international customers) of you placing your order, then please contact us. Do also check around your property as orders can be left in safe places.

What if I want to cancel my order?

If you wish to cancel your order you should contact us  as soon as you can. If your order hasn't been dispatched we will happily cancel your order and issue you with a full refund. If your order has left our warehouse we won't be able cancel the order but you can return it. See below. 

What if I want to return my order? 

At The Ugly Duckling Charity we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items and by law you have the right to cancel the purchase of most items and notify us within 14 days without giving any reason. We then give you a further 14 days to return the item. You also have statutory rights where goods are not as described, not fit for purpose or not of satisfactory quality.

Faulty / Damaged Goods

If your item is faulty please contact us in the first instance and let us know if you would like a refund or a replacement. We may ask you to send us a photo of the damage. Upon receipt of the photo we may issue you with a refund or replacement within 14 days, or we may ask you to return the item first (we will cover / refund any return postage costs).    

If you are asked to return goods claiming they are incorrect, defective, or damaged we will send you return instructions and examine the returned goods. We will notify you via e-mail as soon as a refund has been authorised. In this case, the refund will be processed within 14 days of confirmation that you are entitled to a refund. For incorrect, defective, or damaged items, the original delivery costs, for the returned item(s), will be refunded once your return is processed. 

Non Faulty Goods

If you item isn't faulty but you would like to return it then please send it to:

The Ugly Duckling Charity Returns, 4 Tudor Street, Ross on Wye, HR9 5PS, United Kingdom

We would recommend that you email us within 14 days to let us know you will be returning the item and then return your item/s via registered post. Please clearly state on the proof of purchase the reason for the return and whether you require a refund or exchange. Please also tell us if you are returning all or part of the order if more than one item was purchased. 

If a refund or exchange is required, the item you are returning must be returned in its original packaging, in the same condition in which you received it, within fourteen days. The items must be returned unused, complete and in a saleable condition. Please note that downloadable products and digital goods are non-returnable.

If a refund is payable to you we will process the refund as soon as possible and, in any case, within fourteen days of receipt of the returned goods.

Please note that you will be responsible for the cost of returning the goods to us and also the cost of the original delivery. We will only refund the cost of the good returned. Note you must complete this entire process within 28 days. 

Receiving your refund

If a refund is payable to you, we will transfer the money using the same method originally used by you to pay for your purchase. If we cannot refund via the original payment then a cheque will be raised to the address on the order.

Our returns policy does not affect your statutory rights.