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UK 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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​Delivery Timescales​​

  • ​We use Royal Mail Tracked Services for most 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 on a weekday and the products are in stock, we will dispatch your order that day. If you place your order after 1pm or at the weekend your order will be dispatched on the next working day.

  • Some of the products listed in the Product / MarketPlace section of the website are made to order. Please check the ‘Delivery’ section on the product page for details of delivery timescales for these items.

  • 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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UK Delivery Options

  • 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 (normally arrives within 2 working days, although this is not a guaranteed timeframe).

  • Royal Mail Tracked 24 - you can upgrade to this service during checkout (please note this is not a guaranteed next day service but, aims to deliver on the next working day).

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UK Delivery Charges

​​​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

  • We ship globally. For more information on shipping internationally please visit our International Delivery page.

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Delivery Address

  • Delivery will be to the address you have specified in your order.

  • CancerPal cannot be held responsible for any delays or items that have not been received due to incorrect addresses provided at checkout, so please ensure you check the delivery name and address.

  • The most common errors that we see include incomplete postcodes, missing flat numbers and missing street numbers.

  • We have also noticed that PayPal and Apple Pay can overwrite the delivery address details you enter with those saved to your PayPal or Apple account.

  • If you have entered the wrong delivery address, please notify us as soon as possible on hello@cancerpal.co.uk and we will do our best to update the details before your order is dispatched.

  • If your order has already been processed and dispatched, we won’t be able to change the address. In this case, we will need to wait for the parcel to be returned to us by Royal Mail before we can resend it. 

  • If an undelivered order is returned to us, we are happy to resend your order, for an additional postage fee of £3.99 for UK deliveries. We will advise you of the additional postage fee for international orders as this will depend on the destination country.

  • If you don't want us to resend the order, we will provide a refund minus the original shipping costs. If the returned item is a Care Box or an international delivery, a discretionary 10% restocking fee will be applied to the returned order. This is to cover the time and packaging materials it takes us to carefully pack your Care Box and handwrite your personal message, or complete the customs declaration forms for international deliveries.

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Billing Address

  • We only require the billing address for the payment process.

  • If your order has gone through with the incorrect billing address, there is no need to notify us as we do not use the billing address for anything else.

  • No invoices or payment information will be sent to the billing address. All billing information will come through to you directly by email to the email address you have provided during checkout.

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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.

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We sincerely hope your order is received as quickly as possible to help you or your loved one 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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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.​​

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