FREE delivery on all UK mainland orders, with no minimum spend. UK mainland means Great Britain (England, Wales and mainland Scotland), including places Royal Mail delivers at the standard mainland price such as the Isle of Wight and Anglesey. Your delivery service depends on the weight of your order:
Under 1kg: FREE 48-hour tracked delivery. Need it sooner? Next working day delivery is available for £8.99 on orders under 1kg, if your order is received and paid by 11am on a working day.
1kg to under 25kg: FREE 24-hour tracked delivery on orders of £15 and over. Orders of 1kg and over under £15 are sent FREE by our 48-hour tracked service.
25kg and over (pallet and commercial orders): FREE delivery by commercial freight. We will contact you after you order to arrange delivery.
Scottish Highlands and Islands: the same FREE 48-hour and 24-hour services apply to orders under 10kg (24-hour on orders of 1kg and over and £15 and over). For orders of 10kg and over to these areas, your delivery charge will be sent to you after you order.
Northern Ireland, Isle of Man, Channel Islands, Isles of Scilly and international orders: delivery is priced individually by delivery address and the size and weight of your order. Your shipping charge will be sent to you after you order, before we ship.
Discounts and offers: discount codes and promotional offers apply to orders under 10kg. Larger orders are priced individually.
Delivery times are working days from dispatch. We will dispatch your order within 1-3 working days of receipt of your completed order. We use the national postal service (Royal Mail) as well as courier services. Where we use a courier service, a signature may be required for proof of delivery (“signed for”).
In the unlikely event that the item you ordered is not in stock, we will contact you and let you know the expected delivery date. If you decide not to persist with your order, we will cancel it and issue a full refund.
Delivery quote: Once you have completed your basket please continue with your delivery quote so we can calculate the delivery charge to your delivery address. Stock will be held while we calculate the charge and then for a further 48 hours awaiting payment. You will be able to make payment online once the delivery charge has been added.
International Shipping
All packages are shipped from our UK distribution centre and are considered international shipments. Our prices do not include government/external taxes nor tariffs. You may be subject to customs fees and/or import duties and taxes, which are levied once a shipment reaches your country.
Additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office or tax authority for information specific to your situation. In order to continue to keep our prices as nominal as possible, if your package is returned to us because of address error, or because you refuse the package, you will be responsible for our shipping cost for the return and reshipment of the package. If the return package cost exceeds the cost of the goods ordered, we will instruct the shipping company to abandon the package, but you will remain responsible for payment.
All import duties and taxes are the responsibility of the importer. If a parcel is returned to us because the delivery address supplied was wrong, or because import duties and taxes were not paid, Cutetonic may deduct the costs we incur (including outbound and return shipping, duties, fees and handling) from any refund due, and may ask you to pay any further costs needed to cover our losses.
It is your responsibility to check with your Customs Office to see if the country of intended delivery permits receipt of shipment of our products. If any Customs or other governmental authority stops the package because items ordered are not allowed in the country of intended delivery, we will abandon the package and you will remain responsible for payment. Additionally, you are considered the importer of record for all shipments from us, and must comply with all laws and regulations of the country of destination and all laws and regulations the United Kingdom imposed on exports to that country.
Any fees, fines, or other costs charged to us due to non-compliance with laws and regulations of the country of destination will be charged to you, the importer. If an item is returned to us due to non-compliance issues with the country of destination’s laws and regulations, we will refund the purchase price of the merchandise less any charges we incurred in connection with the shipment, such as quarantine fees, exam fees, demurrage charges, or warehousing fees assessed in the destination country or in the United Kingdom upon return of the goods, and less the actual shipping costs we incur to return the package to us.
Please note that UK laws and regulations may restrict or prohibit your return of certain products to the United Kingdom, in which case a refund will not be issued.
Note You are responsible for importation of your order. We cannot be held responsible for returned, damaged or destroyed packages by customs. Please make sure you know your regulations for importation into your country or region. There may be additional delays of your shipment due to customs. Where a package is returned by customs, we may deduct the actual return shipping costs and any charges we incur. There may also be additional duties, fees or taxes imposed by customs.
Returns Policy
If you change your mind about a product, you may return it under the conditions below.
Return window: 14 days from delivery. Returns accepted for new, sealed and unopened products. Return postage is paid by the customer. No restocking fee on consumer orders (a 25% restocking fee may apply to returned trade or wholesale orders, as set out in our Terms & Conditions). Refunds are issued to the original payment method within 14 days of receiving the return.
Change-of-mind returns (all products): We can only refund products returned sealed, unopened and in resalable condition, within 14 days of delivery. Please contact us first and we will provide the return details.
Opened or used products: These cannot be refunded or exchanged, as we cannot resell them. Not liking the taste, flavour, smell or texture of a product is a change of mind and not a fault. In line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, sealed goods that are not suitable for return for health protection or hygiene reasons cannot be returned or refunded once they have been unsealed after delivery.
Return postage: Return postage is paid by the customer.
Inspection and refunds: Returns are inspected on receipt. Where the product meets the conditions above, we refund the product price and standard delivery cost to the original payment method within 14 days of receiving the return. We do not offer exchanges, and we do not charge a restocking fee on consumer orders.
Repeated returns: Where an account shows a pattern of frequent change-of-mind returns, we may limit or decline future orders.
These conditions do not affect your statutory rights as a consumer. If there is any problem with your order, please contact us and we will look into it.
