Shipping update: please note that due to reduced staffing at Preloved HQ, there may be a slight delay in preparing and shipping your orders. We've also been made aware of delays affecting our shipping partners due to staff absences and increased demand, so some orders are taking up to two weeks to arrive depending on where you're located in the country. You can find further service updates on the Royal Mail website here, which lists currently affected postcodes.
Collection update: Due to reduced staffing at Preloved HQ and to enhance the safety of those who are working, we've temporarily suspended all collections from Preloved HQ. This helps us reduced physical contact with those outside our work bubble (we're a small family business and some employees live together) and reduce unnecessary journeys to hand over orders. Collections will resume once we deem safe to do so. Thanks.
1. How much is shipping?
Shipping is calculated automatically based on weight and a fixed rate is applied. Orders up to 2kg are sent via Royal Mail 2nd class, and orders over 2kg are sent via next day courier. Insurance for the total order value is included.
Please note there is a £2 handling fee applicable to every order on top of the shipping rates listed below, this simply helps cover the added expense of our websites plus picking, packing & boxing as well as the packaging materials themselves!
Up to 1kg = £3.50
Up to 2kg = £4.50
Up to 9kg = £9.50
Up to 19kg = £12
Up to 30kg = £18
Up to 40kg = £25
over 40kg = £30
Orders up to 2kg will be sent in a biodegradable mail bag (sorry, no box here!) all other orders over will be sent in cardboard boxes.
2. When will my order arrive?
We aim to process and dispatch all orders within 2 working days, though orders placed on Friday, Saturday or Sunday will not be processed until Monday as we’ll be away working our kilo events. Orders up to 2kg are sent via Royal Mail 2nd class with a delivery aim of 2 - 3 working days. Orders over 2kg are sent via next day courier, with deliveries available Monday - Friday.
Please note that if you're ordering to an offshore location such as the Channel Islands or Northern Ireland, or if you're ordering right up to the Scottish Highlands, deliveries may take a little extra time to reach you.
3. Can I collect my order from your warehouse?
Yes, free collections are possible, our address is Unit 3, Penny Hill Lane, South Yorkshire, S66 9BQ. We'll email you once your order is available to collect, we aim to have it ready within 2 working days. Collections will only be available Monday - Thursday, 10am - 5pm. Simply choose the 'Collect from preloved HQ' option at checkout.
4. Can I arrange my own courier?
Yes, you can arrange your own courier. Simply choose the 'Collect from Preloved HQ' option at checkout. We use several different box sizes and may split your order into several boxes, please email us after you order and we can give full details on how your order will be packed:
47cm x 32cm x 32cm (5kg)
47cm x 47cm x 32cm (10kg)
47cm x 47cm x 47xm (15kg)
Please note couriers can only collect from us Monday - Thursday, 10am - 5pm. Please wait 2 working day for us to process your order before your courier arrives, we'll email you once your order is ready.
5. Do you accept returns?
Returns will only be accepted on whole, unopened boxes. Return postage is your responsibility, though we strongly advise you obtain proof of purchase and insurance to cover the value of your order. We cannot accept returns on any individual item from within any box. If an individual item is found to be unreasonably damaged or faulty, please contact us within 14 days of receiving your order so we can investigate the issue and resolve it accordingly. This does not affect your statutory rights.
You do have the right to cancel your order before it is shipped, please let us know as soon as possible. If you receive your order and wish to cancel your contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you must inform us in writing within 14 days of receipt. Once we’ve received your request, you’ll have a further 14 days to sent it back to us and once we receive your returned order, we’ll process a refund back to your original payment method. If you have cancelled your contract, standard shipping charges that you have paid to receive your purchase will be included as part of your refund. You can find our full Terms and Conditions here.
6. Do you ship outside the UK?
Unfortunately we can only ship to UK addresses, however you're welcome to arrange your own courier for international shipping. Simply select the 'Collect from Preloved HQ' option when paying. Please note couriers can only collect from us Monday - Thursday, 10am - 5pm. Please wait 2 working days for us to process your order before your courier arrives, we'll email you once your order is ready. We're not responsible for any additional fees or charges that may be incurred for any order shipped abroad.
7. Where is my order?
You'll receive an email confirming your order has dispatched, if you haven't received this just yet please hang fire as we may still be preparing your box. Currently orders are taking up to 7 working days to process due to reduced staff at Preloved HQ, if you don't receive your confirmation email in this time then please get in touch and we'll check your order status.
There's also slight shipping delays due to staffing issues with Royal Mail and our other couriers, once you receive your dispatch email, orders up to 5kg may take up to 10 working days to arrive, and orders over 5kg may take up to 4 working days to arrive. Some orders may also be split and sent separately, so if you have 1kg mystery boxes and 5kg+ boxes they may be delivered on different days.