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Delivery Information
 

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We want your experience of ordering from CancerPal to be as straightforward as possible. Here is a little more information about our ordering and delivery service.

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Marketplace Orders

  • Some of the products listed in the Product / MarketPlace section of the website are made to order. Please check the ‘delivery times’ section on the product page.

  • Some of the products listed in the Product / MarketPlace section of the website will be sent to you directly from the supplier so if you have ordered multiple items, you may receive multiple packages.

  • If for any reason there is likely to be an unexpected delay with your order, we will always keep you informed.

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Urgent Orders

  • If your order is urgent or you need it by a specific date, please let us know via email: hello@cancerpal.co.uk and we will do our very best to help you.

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Delivery service:

  • ​We use Royal Mail Tracked Services for all orders. Please look out for a separate email from Royal Mail with tracking information from 'The Pal Group'. 

  • Our orders are collected by Royal Mail. If you place your order before 1pm and products are in stock, we will dispatch your order that day using whichever service you have selected with your order. If you place your order after 1pm or at the weekend your order will be dispatched on the next working day.

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UK Delivery:

This includes Northern Ireland, the Scottish Highlands and islands, Isle of Wight, Channel Islands and Isle of Man)

  • Royal Mail Tracked 48 is our standard service (aims to deliver in 2-4 working days)

  • Royal Mail Tracked 24 (please note this is not a guaranteed next day service but, aims to deliver on the next working day)

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The following charges apply:

​Cards - Tracked 48 = £1.50     Tracked 24 = £2.50

Letterbox gifts and small items (such as keyrings, pin badges etc.) - Tracked 48 = £3.50     Tracked 24 = £4.99

Care Boxes and MarketPlace orders - Tracked 48 = £3.99     Tracked 24 = £6.99

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​​​European and Worldwide Delivery

  • European and Worldwide delivery is either via Royal Mail International Tracked service or UPS, with an estimated delivery of 6-7 business days.

  • Please note, our delivery charges do not include any import duties or local taxes which may apply (excluding USA - please see Customs and Duties section below). You or your gift recipient are responsible for paying these locally.​

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Customs and Duties

  • You, or your gift recipient, are responsible for paying any import duties and local taxes which may apply (excluding USA - please see below).

  • CancerPal will not be held responsible for any packages detained / impounded or returned to us by a country's Customs Department. It is the full responsibility of the customer to ensure that all items are allowed by their Customs.

  • If any items are returned to us due to non-compliance with a country's laws and regulations, a refund will be issued for the items only, minus any other charges incurred such as quarantine fees, shipping fees or warehousing fees.​​

  • Our delivery charges to the USA include all the customs (including all duties and taxes) and handling fees required, so everything is covered upfront. This will help avoid extra charges when your parcel is delivered.  

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Order and Delivery Payment

  • Orders must be paid for in full before they are dispatched.

  • CancerPal cannot accept liability or costs incurred due to failed or delayed deliveries that are caused by third parties or circumstances that are beyond our control such as Royal Mail delays.

  • Delivery will be to the address you have specified in your order. If any of these details are incorrect, we cannot be liable for any items that have not been received. If an undelivered order is returned to us, we are happy to resend your order, for an additional postage fee.

  • If you don't want us to resend the order, we will provide a refund minus the shipping costs. 

  • If you are returning a Care Box, a discretionary 10% restocking fee will be applied to the returned order. This is to cover the time and resources and packaging materials it takes us to carefully pack your Care Box and handwrite your personal message.

  • If you have any other queries about our ordering and delivery service, please don't hesitate to get in touch with us hello@cancerpal.co.uk and we'll do our very best to help you out.

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CancerPal sincerely hope your orders are received as quickly as possible to help you or your loved one to manage the side effects of their treatment. As a small business we do our very best to provide the highest quality of service possible.

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