Refunds
If you have any problems with your order, please get in contact as soon as possible at shaun@stageinsider.com and I will try to resolve these. For problems or issues caused by the seller or delivery company, you will be eligible for a replacement or full refund. For any other issues, we will try to accommodate these as best as possible.
Cancellations
You are able to cancel your order for a full refund or modify details of it (eg delivery address, items, etc), if you have changed your mind, as long as the order has not yet been dispatched – this will usually be within two working days. Please email requests to shaun@stageinsider.com and they will be enacted, as long as the order has not been dispatched. If it has, you will have to follow the returns process.
Returns
If you decide you do not like the item, or no longer want it, that is fine and you will be able to receive a full refund within the periods outlined below. You are responsible for the return of the item and must cover and associated costs. Items must be returned in their original condition for a refund of the product cost. Shipping costs that have already been processed cannot be refunded. Please contact shaun@stageinsider.com for help in arranging a refund or return.
- Contact me within: 14 days of delivery
- Dispatch items back within: 30 days of delivery
Shipping
All shipping is undertaken by Royal Mail from the UK.
For UK orders, shipping is by Royal Mail Second Class post and is estimated to take 2 to 3 working days after dispatch.
For international orders, shipping is by Royal Mail International Standard, an untracked service that does not require a signature. This attempts to deliver within 3 to 5 working days to Europe and 5 to 9 working days to the rest of the world.
It should be noted that this is an estimate, not a guarantee, and can take significantly longer – both if Royal Mail or the final leg domestic shipping provider has delays, or when there are delays at your country’s customs for which the postage company has no control. This is particularly true in the run up to Christmas or when COVID-19 is having a particularly notable impact on services. Deliveries can take up to 30 working days.
If you want to guarantee an international delivery by a specific date, it is recommended you order well in advanced – ideally over a month before your specific date to be safe.
For Rest of the World deliveries, we offer upgraded tracked and signed for postage if you require it. This is unfortunately significantly more expensive and does not speed up shipping times, however does allow you to know the location of your delivery and means you must be available to sign for it. Please contact shaun@stageinsider.com if you would like to arrange this.
Postage and packaging charges are as follows:
- UK – Royal Mail Second Class: £2.99
- Rest of the World – Royal Mail International Standard: £5.10
- Rest of the Worlds – Royal Mail International Tracked & Signed: £9.50
Premiums may be charged for bulky orders. Please proceed to checkout to see exact shipping costs.
All international orders will have a CN22 customs declaration label attached for the correct handling by the destination country’s customs office. Buyers are responsible for understanding any relevant taxes or duties that may be required on the order, as well as liaising with the customs office and paying duties if applicable.
Not Receiving Your Order
If you have not received you order, please check with neighbours who may have taken receipt of your item, people you live with who may have collected your post, or safe places around your property where mail carriers may have left your parcel. The vast majority of people who think they have not received their order, usually have but are just unaware of this.
In the UK, if you have not received your order within 10 working days, or for the rest of the world within 30 working days, it has likely been unfortunately lost. Please contact shaun@stageinsider.com to arrange a refund or replacement. Please note, you may be required to provide a declaration or proof of no receipt, to ensure the lost item and postage costs can be recovered from the mail carrier.
Dispatch Times
Orders will generally be posted out the next working day. Very occasionally, orders might take up to 3 working days to be sent.
Packaging
Items are dispatched in high quality polythene mailbags for safety and security. These bags are made from recycled materials to help reduce environmental impact. These bags can be recycled again, but you may need to use specific recycling points that accept polythene bags.