Delivery and Returns
1. Shipping and Carriage
We aim to despatch orders that are received before mid-day the same day but please allow up to 5 working days before despatch, in case of circumstances beyond our control. The current Coronavirus outbreak has affected our ability to delivery as quickly as we would should but we are working hard to resolve this, especially in the US and Canada.
We aim to deliver pre-ordered products on the official launch date, provided that we have received and processed your payment. Flame Tree Publishing will endeavour to deliver on the launch date, however, should there be any unforeseen circumstances, we will deliver to customers in strict chronological order, which may be after the launch date.
We use Royal Mail for post in UK. Where appropriate we also use a courier. Postage fees may apply and will be added to your order if applicable.
We do not offer free international delivery through our website, however we will be happy to give you a shipping quote to anywhere in the world. We try to balance cost and reliability.
Please contact customer services on telephone 020 7751 9650 (if phoning from the UK), +44 20 7751 9650 (if phoning from outside the UK) or email firstname.lastname@example.org
2. Damage in Transit, Returns and Refunds
Please contact us immediately so we can rectify the situation for you by either sending out a replacement or organise a refund.
If you receive damaged goods, please retain all relevant documentation so we can make an insurance claim against the carrier.
3. Returns for Cancellations and Unwanted Items
If you change your mind about any items you have ordered from us, please notify us within 7 days of receipt and return the goods for a full refund. In this event we will not normally refund your return postage. A refund can only be made by the same method as that used for the original purchase.
Please package up your return securely, take reasonable care of the goods and not use them. Send the original packaging where possible. The refund will be made once the goods have been received by us.
Return address: Flame Tree Publishing Ltd, 6 Melbray Mews, London SW6 3NS, United Kingdom
4. Delayed orders
Please contact Customer Services (using the contact information above) if your order has not arrived within 10 working days with the order reference number from your confirmation email.
5. Statutory Rights
Our terms, conditions and policies do not affect your statutory rights as a consumer.
6. Applicable Law and Court of Jurisdiction
All transactions undertaken through this web site are governed by English Law and any legal actions arising out of such transactions shall be subject to English Legal Processes and under the jurisdiction of English Courts.
Full details of your rights under the Distance Selling Regulations are available from your Local Citizen’s Advice Bureau or your Local Authority’s Trading Standards Office.