COURIER DELIVERY: All orders are being shipped via our Express Tracked Courier DHL UK. This covers any parcel weight up to 20kg and minimises contact for staff on site.
Once the courier receives your parcel, the service is typically Next Working Day (not weekends or Bank Holidays) but couriers are experiencing high demand at the moment so sometimes this won’t be Next Working Day and may take an extra day or two. ****If you are not in or able to sign for your parcel, our couriers may leave parcels in a safe place and take a photo which is uploaded to the tracking details. If you are not happy to have your parcel left in a safe place, you must write a note on the order stating this.***
You must inform us with 48 hours if you have a delivery dispute where your tracking shows the delivery has arrived but you do not have your parcel. This allows us to investigate this with your local delivery driver and courier to find out what has happened.
DAMAGES / REPLACEMENTS: We are unable to replace damaged / missing or faulty items under £5 value due to the cost of shipping so you will receive a full refund instead.
REMOTE POSTCODE: We are shipping remote postcode orders as normal, please allow a little extra time for these as they cannot be sent by our express courier.
INTERNATIONAL ORDERS: We have resumed international orders but depending on your location your order may take several weeks to arrive due to international postal delay due to COVID-19. As is the norm, any international orders may be subject to Duty & Import charges via the courier depending on your particular country and rate of duty. Iced Jems is not responsible for these nor do we know what these will be when booking shipments.
CLICK & COLLECT: Choose “Click & Collect” as your shipping option at checkout to have your order ready and bagged at our West Midlands Store (DY9 8DU). Your order must be placed by 10am to collect the same day, otherwise please wait until the following day to collect.
MISSING ITEMS: If your order is missing any items, you must notify within 36 hours of receipt of your order, so we can investigate internally. All orders receive a three person check before they are sent out and we will need a copy of your packing slip sent to us so we can speak to the staff member who will remember packing the order. Often items are wrapped within each other for protection (cake toppers and stencils are often within cake boxes to protect them from damage but to help us reduce our packaging waste), so please check your order items thoroughly before contacting us.
Thanks so much for your understanding and your orders. We are so appreciative of every single order, as a small independent business, we are working our hardest to look after our staff and customers during this time.