Delivery Policy

Here at Survivor we pride ourselves on excellent customer service, and especially on the fact that we offer free shipping for most orders.

We know that you don't want to wait days for your order to arrive. That's why we send every order within the UK Mainland by Royal Mail. Which means that, all being well, you should receive your parcel the following working day after it has been despatched or within 5 days.

However, although we promise to despatch your order quickly, it should be remembered that delivery is not guaranteed within this timescale and parcels can occasionally take longer to reach their destinations. Parcels sent to Northern Ireland, the Isle of Man, Isles of Scilly, the Channel Islands, certain parts of Scotland, Europe and the rest of the world will usually take a little longer to arrive (also generally within 3-5 working days).

There are certain items that we may be unable to post overseas and if this is the case with any part of your order we will contact you by email.

By Royal Mail, usually using a 24-hour tracked service.

Parcels will be sent to Highlands & Islands, Channel Islands, Isle of Man and Northern Ireland via Royal Mail.

 

Using Royal Mail’s International Priority service, which should arrive between 3-5 working days.

Using Royal Mail’s International Priority service, which should arrive between 3-5 working days.

Please note our shipping charges do not allow for any charges levied by Customs in the destination country, nor do we accept responsibility for paying such charges.

We use Royal Mail’s International Priority service. However, in such cases where delivery is impracticable as deemed so by ourselves, we reserve the right to cancel the order, and issue a full refund.

Please note we have made every effort to make our shipping charges as accurate as possible, however occasionally the amount charged may be insufficient to cover the cost. If this is the case you will be given the opportunity to either pay the additional amount or alternatively we can cancel your order and issue a full refund.

When your order has been dispatched you will receive an e-mail notification advising of of this.

Contact us – we will do anything we can to help. If an item sent by Royal Mail has not been received it can often be found at the local sorting office awaiting collection. If not, the Royal Mail has a specific procedure that we can follow in the event of a missing parcel.

For deliveries to Europe and the rest of the world, if your item is not collected and is returned to us then we will issue a refund minus the cost of postage to Survivor Life Limited. If not received, these items will not be deemed to be missing until two weeks have passed.

Returns & Cancellations

We operate a returns policy for unwanted and faulty goods. Should you need to return any item to us for any reason please contact us first by telephone or e-mail - see our Contact page.

Please return goods unused and in original packaging in perfect condition for resale within 30 days of receipt. We recommend obtaining proof of postage. A full refund minus the shipping costs will be made on receipt of the returned goods.

Please note that you are responsible for shipping costs when returning unwanted goods.

If any of the goods are faulty we will either refund the cost amount in full or send you a replacement free of charge.

If you would like to exchange any items please contact us and we will do our best to get your exchanged items to you. Please be aware that you are responsible for the cost of sending the unwanted item back to us and also the shipping costs for sending out the exchange item.

Cancelling your order. You have the right to cancel your order within 14 working days from the date you received your order. To cancel your order please contact us in writing within 7 days.

If you would like to amend your order and the order has not been dispatched we will happily take payment of the extra items and send all items out together. If your order has already been dispatched we cannot add anymore items and you will be required to place an additional order.

If you return something because of an error on our part or because it’s damaged or defective, we will refund any charges incurred in returning the item to us (either by a personalised pre-paid return label or by refunding your return postage costs – up to 2nd class postage only).

We’ll check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

We process all refunds to the original card used when you placed your order. If your card has expired we will send a cheque to cover any refund costs, or organise an alternative in conjunction with you.

We action all refunds the same day we receive the goods back and it can take up to 3-5 working days for the refund to show on you card.

For deliveries to Europe and the rest of the world, if your item is not collected and is returned to us then we will issue a refund minus the cost of postage to Survivor Life Limited. If not received, these items will not be deemed to be missing until two weeks have passed.

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The Survivor Party Pack

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The Survivor Subscription

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