Ordering With Us
We understand the importance of delivering the highest standards of services and products to our Customers and we are available to help with your order. Please contact us by emailing contact@simplyurns.org during normal office hours (Monday to Friday: 9am to 5pm, and Saturday: 9am to 1pm) or leave a message and we will endeavour to get back to you within 24 hours.
Shipping
Due to COVID-19 we are currently experiencing a high demand for services and products and are working closely with Royal Mail and our carriers to get your parcels to you. We apologise for any delay, please bear with us during this time.
These are the terms and conditions on which we supply our goods and products to you. Please read these terms carefully before you submit your order to us. These terms tell you how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
Prices
All pricing on this website is in pounds sterling and is inclusive of UK Value Added Tax at the current rate. The prices you see on our online shop are exclusive to our online retail customers and may vary from the purchase prices at the crematorium. Postage and packaging is free, unless otherwise stated.
Our contract with you
We accept orders from and deliver to UK Mainland. If you require delivery to the highlands, outlying islands or overseas postage charges may apply; please telephone us for a quote. If you place an order outside of the UK mainland, we may decline the order and refund you.
If we are unable to accept your order, we will inform you of this and refund you.
Checkout and payment
Your order will be processed through our checkout process. At the end of checkout, you will be re-direct to a secure payment gateway. All payments are taken through the secure payment gateway. We do not handle or have access to your credit/ debit card information for orders placed via this website or your secure payment gateway account (if applicable).
Availability of goods
Goods are subject to availability. In the event that we are unable to supply the goods we will inform you of this as soon as possible. A full refund will be given for the product.
Our products
Every effort is taken to show the exact product at the time of publication. Product images shown are for illustration purposes only and products may vary in style, colour, texture, or material. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. We reserve the right to change product specifications and product descriptions at any time without notice.
Delivery
Orders will be processed the next working day. You should expect to receive your item within seven (7) days. The delivery details, including the approximate lead time, for each product if not stated on the product page follows as here. Depending on the delivery method, you may receive a separate text message or email, using the contact information provided, detailing the delivery and/or how to track your order. If you have ordered more than one product, they may arrive as separate parcels.
Products labelled ‘delivered by our approved partner’ will be delivered from the supplier, via their chosen carrier, courier, or postal method. By doing this, we can offer you an extended range of products, many of which are handmade or personalised.
Products will be delivered to you as soon as reasonably possible. If the promised delivery time has passed from our approved partner, please contact our Customer Services on 0800 368 9805 or email us at contact@simplyurns.org for help tracking your order.
By purchasing a product, you agree to the stated delivery details. If you inform us or the courier to leave the parcel in a safe place, this is entirely at your own risk and we cannot be held liable for any loss, damage, or theft. We reserve the right to charge for re-delivery if you are not available to take/sign-for the delivery after two attempts, as per the delivery details stated for the product, or if the product is returned to us/our approved partner by the courier company. We cannot be held liable for any claims arising from circumstances beyond our control which may impact upon delivery times, such as postal strikes or the timing of delivery.
Personalised goods and perishable items
Please note that where any goods have been personalised according to your requirements, are made to your bespoke specification, the artwork is subject to the artist’s discretion, or are of a perishable nature (such as flowers) we are unable to accept any cancellation of that order once it has been placed or offer a refund, unless faulty.
Cancellations & Returns
Return Policy
Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund, store credit, or an exchange. Please see below for more information on our return policy.
What do I do if my goods arrived damaged?
In the unlikely event your order is damaged in transit please notify us as soon as possible, preferably within 3 working days of receipt, by contacting 0800 368 9805. Please retain the original packaging for returning your order. We will arrange for a prompt replacement or refund, whichever is your preference.
How do I cancel my order?
You have the right to cancel your order with us, in accordance with Consumer Contracts (Information, Cancellation and Additional Charges) Regulation 2013. The period in which you can exercise that right is 14 working days beginning the day after your goods are received.
For customised orders that are cancelled or returned, we reserve the right to charge for the expense of the customised components and labour (and postage if dispatched).
How can I return my goods?
The unused goods must be returned in their delivered condition within 14 days of the notice to cancel. You can cancel by calling 0800 368 9805, by emailing contact@simplyurns.org. Please package any returned items carefully and return them, for your own protection, via a recorded and insured method of carriage. The cost of returned items is the responsibility of the customer unless the goods are found to be faulty or delivered to you in error.
We will inspect the goods prior to exchange or refund. We reserve the right to deem the goods second-hand and make you an appropriate offer should any items not be returned in their entirety or in the delivered condition. Refunds will be made within 14 days on receipt of goods.
What do I do if my goods are faulty?
Please notify us within 10 days of receipt if your goods arrive faulty by contacting us on 0800 368 9805.
The goods must be returned within 30 days of receipt and proof of purchase must be provided, as per the Consumer Rights Act 2015. If your goods are faulty, we will offer a prompt replacement. This does not apply to faults caused by accident, neglect, or misuse.
We regret that we are unable to offer refunds where items have been customised incorrectly due to spelling or ordering errors made by the customer, or where the artwork is subject to the artist’s discretion.
