Delivery
Delivery Charges
Delivery charges vary according to the type of goods ordered and cannot be refunded.
Delivery Times
We aim to despatch orders within 24 hours, but we advise our customers to allow 2–3 working days for delivery. We ship first class with Royal Mail. Please note demand for their services increase during seasonal holidays. This may result in longer waiting times, please allow up to 5 working days to receive your orders. For any questions please contact us via email at orders@stives-tv.gov.uk
Packaging
Your order will be despatched & packaged in both “plastic free” and in recycled packaging wherever possible.
Click & Collect
We offer FREE Click & Collect from the Library and Visitor Information Centre.
Collections can be made 9:30-4:00 Monday-Saturday. Simply select this option at checkout. We aim to prepare collections within two working days. Please wait to receive your ‘Order Complete’ email before visiting. If you are ordering ahead for a visit in the future, please email us on orders@stives-tc.go.uk with your order number and preferred date for collection.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
If for any reason you are not entirely happy with a product purchased from the shop, please contact us at orders@stives-tc.gov.uk
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned.
- To complete your return, we require a receipt or proof of purchase.
- Items sent back to us without first requesting a return will not be accepted.
- Please do not send your purchase back to the manufacturer
If your return is accepted, you will be asked to return the item to us at the following address:
St Ives Library & Visitor Information Centre, Gabriel Street, Saint Ives, TR26 2LU
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds
If you haven’t received a refund within 5 working days, please check with your bank, as there may be a delay in the payment process.
If you still have not received your refund, please contact us at orders@stives-tc.gov.uk
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only exchange items if they are defective or damaged and may ask for photographic evidence. If you need to replace an item , send us an email at orders@stives-tc.go.uk once your exchange is confirmed you will be asked send your item to:
St Ives Library & Visitor Information Centre, Gabriel Street, Saint Ives, TR26 2LU
Once we receive your faulty or damaged item, we will ship your replacement product.
Need help?
Contact us at orders@stives-tc.gov.uk for questions related to refunds and returns.