Delivery, Cancelling Orders and 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 to Friday 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 before you place your order if you need them sooner. 

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. Please note that you may have to pay additional import charges with your order. These are not collected by us but will be payable upon delivery from the courier in your country. Please do check with your own countries customs for any fees payable for good imported from the UK. If fees are not paid your goods may be returned to the UK. In these circumstances we are happy to refund you the cost of the goods (less a 10% admin charge) however all postage fees will not be refundable. 

Australia - Please note that the Happiness Lab and Resolve Leaders Guides; and Delegates Guides and our 101 Happiness Experiments books can all be printed on demand within Australia - so please email us to order as this will save you expensive overseas postage and you will not incur any customs fees. 

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 / Return my order? 

To Return your goods please read the guidance below and then contact us by email or visit your customer account

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 and return the purchase of most items and notify us within 14 days without giving any reason. You then have a 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.  

Cancelling Orders before they are fulfilled (despatched).

To Cancel your order before it is despatched we recommend that you contact us as soon as possible by email or visit your customer account

Please note that the time frame in which you can do this varies at different times of the day so the sooner you contact us the better. We can not guarantee cancellation before despatch. If your order has already been despatched then the return rules below apply.

Non Faulty Goods

If your item isn't faulty but you would like to return them we recommend that you contact us by email or visit your customer account within 14 days. 

When you make a return please send your item/s via registered post / recorded delivery (you will have to cover the cost of this). Please include your proof of purchase (I.E a print out of your order confirmation email). If you want you can also give the reason for the return. Please also tell us if you are returning all or part of the order if more than one item was purchased. 

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

If a refund is payable to you we will process the refund using the same method originally used by you to pay for your purchase as soon as possible and, in any case, within 30 days of receipt of the returned goods.

Please note again 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/s returned. 

Please send returns to:

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

Faulty / Damaged Goods

If your item is faulty or damaged then we recommend that you contact us by email or visit your customer account and let us know if you would like a full refund or a replacement. We may ask you to send us a photo of the damage. Upon receipt of the photo we will either ask you to return the item first (we will cover / refund any return postage costs) or issue you with a refund or replacement as requested without you needing to return the goods.  

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 or replacement has been authorised.

If a refund is payable to you we will process the full refund using the same method originally used by you to pay for your purchase as soon as possible and, in any case, within 30 days of receipt of the returned goods.

Our returns policy does not affect your statutory rights.