Terms and Conditions

UK DELIVERY TIMES
Please note that delivery time for standard orders within the UK is currently 2-3 working days and 1 working day for UPS from the for orders placed before 12pm

We aim to deliver all mainland UK standard orders in the timescales shown above. However, sometimes during sale periods or other busy periods, deliveries may take longer. If you have not received your delivery within 3 working days please contact our Customer Services department

A signature is requested on delivery for courier deliveries. If you are not in when our couriers first try to deliver and they cannot find a safe location to leave the package, they will leave a card. Please follow the instructions on the card left by the courier to arrange redelivery. The courier may leave the item with your neighbour.

You may also add some additional information to help the courier find your delivery address. Often, a signature and note will need to be left behind addressed to the courier to confirm safety leaving package in a nominated place.

INTERNATIONAL SHIPPING
Orders internationally have a variable delivery time-frame, from 7 working days for orders over 2kg and up to two weeks for orders under 2kg although we always try to expedite this.

PRODUCT INFORMATION
We have made every effort to display as accurately as possible the image of our products that appear on the website. However, the product you receive may sometimes differ in packaging, but the product is the same.

All sizes and measurements are approximate, however we do make every effort to ensure they are as accurate as possible.

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system. We reserve the right to refuse orders where product information has been mis-published, including prices and promotions.
Prices are subject to change without notice.

Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we accept the order we shall notify you as soon as possible and you will not be charged for the out of stock items.

PURCHASE OF PRODUCTS
When you place an order on our website we shall email you an acknowledgement. Our acceptance of an order does not take place until dispatch of the order, at which point the purchase contract will be made.

Once you have checked out and your order has been confirmed you will usually not be able to make any changes to your order so please make sure that everything is correct before clicking the confirm button.

Any discounts triggered by the entry of a promotional code will not be applied until the order is accepted but will be detailed on the invoice.

We reserve the right to refuse an order. Non-acceptance of an order may, for example, result from one of the following:

The product ordered being unavailable from stock

Our inability to obtain authorisation of payment

The identification of an error within the product information, including price or promotion

If there are any problems with your order we shall contact you. We reserve the right to reject any offer to purchase by you at any time.

We will take all reasonable care, in so far as it is within our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.

GENERAL
For further details regarding the use of data supplied by you, please see our Privacy Statement. We shall not be liable to any person for any loss or damage, which may arise from the use of any of the information contained in any of the materials on this website.

We have taken every care in the preparation of the content of this website. To the extent permitted by applicable law, and save as otherwise specified by us, we disclaim all warranties, express or implied, as to the accuracy of the information contained in any of the materials on this website.

RETURNS
The Consumer Contracts Regulation and your right to cancel (excludes trade counter purchases).

In accordance with The Customer Contracts Regulation, Diatom Retail Ltd provides customers with the right to cancel an order within 30  working days of receipt of the goods. You must notify us of your intention to do so within this 30 day period.

Goods must be returned unused and as new in undamaged original packaging. Goods must be protected for transit by a double box or cardboard outer.

Proof of purchase in the form of a packing slip or invoice must be provided with the goods. Your original delivery charge will be refunded.

Damaged Goods / Errors
If you believe that an order may have been damaged in transit to you, please sign for it as "damaged" to the carrier, or refuse to accept the delivery. You must retain all original packaging for examination and contact us immediately

Please notify us of damaged goods within 48 hours of receipt of goods and notify us of any errors in orders within 3 days of receipt of goods.