Delivery, Cancellations & Returns
Delivery time 3-5 days, free shipping to Uk, VAT included.
UK postage is free for all items.
International postage will depend on location and you will need to contact us for courier costs due to the size and weight of some of our products. Unfortunately, due to strict import/export guidelines and quarantine laws, we do not send to Australasia.
How long will it take to receive my item?
Estimated delivery times are stated for each product. For products requiring customisation delivery times are subject to the approval of artwork.
If your product is not in stock we will contact you regarding the expected delivery date.
Phoenix Pet Cremations aims to deliver the goods within the stated delivery times. For deliveries outside of the UK, including Southern Ireland and Channel Island deliveries may take longer, and we cannot guarantee that the goods will be insured in transit.
Phoenix Pet Cremations cannot be held liable for any claims arising from circumstances beyond our control which may impact upon delivery times, such as postal strikes, or the exact timing of delivery.
Cancellations & Returns
What do I do if my goods arrived damaged?
In the unlikely event your order is damaged in transit please notify us as soon as possible, preferably within 3 working days of receipt, by contacting 01245 922023. Please retain the original packaging for returning your order. We will arrange for a prompt replacement or refund, whichever is your preference.
How do I cancel my order?
You have the right to cancel your order with us, in accordance with Consumer Contracts (Information,Cancellation and Additional Charges) Regulation 2013. The period in which you can exercise that right is 14 working days beginning the day after your goods are received.
For customised orders that are cancelled or returned, we reserve the right to charge for the expense of the customised components and labour (and postage if dispatched).
How can I return my goods?
The unused goods must be returned in their delivered condition within 14 days of the notice to cancel. You can cancel by phoning 01245 922023, by emailing firstname.lastname@example.org, or by post. Please package any returned items carefully and return them, for your own protection, via a recorded and insured method of carriage. The cost of returned items is the responsibility of the customer unless the goods are found to be faulty or delivered to you in error.
We will inspect the goods prior to exchange or refund. We reserve the right to deem the goods second-hand and make you an appropriate offer should any items not be returned in their entirety or in the delivered condition. Refunds will be made within 14 days on receipt of goods.
Returns Address: Culverts Farm, Boreham, Chelmsford, Essex, CM3 3EW Returned goods preferably need to be in original or suitable packaging and returned within 14 days of defect. Please ensure correct postage has been paid.
What do I do if my goods are faulty?
Please notify us within 10 days of receipt if your goods arrive faulty by contacting us on 01245 922023.
The goods must be returned within 30 days of receipt and proof of purchase must be provided, as per the Consumer Rights Act 2015. If your goods are faulty we will offer a prompt replacement. This does not apply to faults caused by accident, neglect or misuse.
We regret that we are unable to offer refunds where items have been customised incorrectly due to spelling or ordering errors made by the customer, or where the artwork is subject to the artist’s discretion.