This policy applies to website orders via www.chalet-shop.com and www.villa-shop.co.uk.
We deliver to the UK, Europe and to international destinations. We aim to simplify the process of delivery into Alpine and coastal regions as much as possible. Part of our service is to provide transparent flat rate shipping fees where we can. Every effort will be made by us to deliver goods within the period specified below; however such dates will not constitute part of the contract. We aim to dispatch all orders within 72 hours of receipt. Certain items will always have a longer expected delivery time and this is made clear in the product description. Should the expected delivery time change, we shall notify you by email. If you fail to accept delivery of goods when delivered, we shall contact you to rearrange a delivery time. We reserve the right to invoice you for a further delivery charge if we are unable to make delivery the same day.
SHIPPING TO A UK ADDRESS
We ship to the majority of UK addresses free of charge regardless of size or value of order. Unfortunately, geographical location sometimes restricts our service. We may not always be able to offer free delivery to Northern Ireland, the Channel Islands, Scottish Highlands and Islands, Isles of Scilly and the Isle of Man.
We aim to deliver UK orders within 5-7 working days however, certain items will always have a longer expected delivery time and this is made clear in the product description. Should the expected delivery time change, we shall notify you by email.
Products may be sent out from multiple locations and therefore may arrive separately, but you won’t incur additional delivery charges as a result.
Please note that we reserve the right not to deliver an order if we believe the address is not secure, for example to a communal postal address or PO box. If this affects an order you place, we’ll notify you as soon as possible.
SHIPPING TO EUROPE
1. DELIVERY COSTS & LEAD TIMES
We offer a flat rate £30 shipping fee on the majority of items being shipping to Switzerland and £25 excluding VAT to other destinations within mainland Europe.
This shipping rate does not apply to oversized items where the shipping rate will vary. You will be notified of the shipping rate at the checkout.
We aim to deliver European orders within 7-14 working days* however, certain items will always have a longer expected delivery time and this is made clear in the product description. Should the expected delivery time change, we shall notify you by email.
*A working day is Monday to Friday, excluding public holidays. These may vary according to country.
In some but not all instances, the recipient will need to sign for an international delivery; this depends on the local carrier and value of the order. We’d advise you assume that someone needs to be in to receive the parcel.
When you order products for delivery outside the UK, they may be subject to import duties and taxes. You will be responsible for payment of any such import duties and taxes when the delivery reaches its specified destination. We will do our utmost to assist our customers abroad by providing as much information as possible (See our VAT & Import Duties Factsheet). Please note that we have no control over these charges and cannot predict their exact amount. We will not calculate the amount these charges on your behalf. We always recommend that you contact your local customs office for further information before placing your order.
3. VAT AND TAXES
For delivery destinations within the EU prices include VAT or other sales taxes where applicable. For delivery destinations outside the EU, prices are automatically deducted of VAT at checkout. See our VAT & Import Duties Factsheet for further details.
4. CANCELLATIONS & RETURNS
We hope you will be satisfied with our products but if you wish to return an item to us then we aim to make it as quick and convenient as possible for you.
If you wish to cancel your order, you may do so at any time after an order has been placed and up to 7 days after the date of delivery. You can cancel your order at no cost at any point before we send the email confirmation of dispatch. All notices of cancellation must be given in writing to Chalet Shop or Villa Shop. If the email confirmation of dispatch has been sent, the goods must then be returned at your own expense within 21 days of your notification to cancel your order. Alternatively, the goods must be made available for collection within 14 days of your notice to cancel your order. This will be at your expense and will be a value equivalent to the original delivery charge. We are not able to offer any refund of the original delivery charge.
We will not deem the goods to have been returned until we notify you that they have been delivered to the address that we specify.
It is your responsibility to return all goods in the same condition as they were upon delivery. We reserve the right to deduct from the refund any costs associated with the repair of any goods returned not in the same condition as upon delivery. Please retain the original packaging in the event of you cancelling an order. We retain the right to charge for any necessary re-packaging.
The company shall be entitled to recover all costs incurred in connection with goods returned not saleable as new.
Upon receipt of the returned goods and subject to the above, we shall refund the original purchase price in full or give you an exchange.
In the unfortunate circumstance that a product proves to be faulty or the wrong item has been delivered, we will replace it or refund in full. We will contact you to confirm when your return or exchange has been processed. Please contact us as soon as possible in the event that you become aware of a fault or an incorrect delivery and we shall endeavour to work with you to find the best solution and we will arrange collection of the item if necessary.
SHIPPING TO THE REST OF THE WORLD
If you would like to purchase any products to be shipped to other worldwide destinations than those already specified, please contact us either by email (email@example.com or firstname.lastname@example.org) or by phone (+44 161 883 1992) and we will do our best to quote you for the most time and cost effective shipping solution using our widely researched courier options.
If you would like to discuss delivery with one of our team, then please contact us and we will be happy to help.
We deliver free of charge to most postal areas in the UK, but unfortunately geographical location sometimes restricts our service. We may not always be able to offer free delivery to Northern Ireland, the Channel Islands, Scottish Highlands and Islands, Isles of Scilly and the Isle of Man. These locations will fall into the Rest of Mainland Europe category.
SKI PROPERTY PACKAGES & SHIPPING
A separate Shipping Policy applies to our Ski Property Packages and Villa Property Packages due to the nature of this service. You will be provided with a copy of this policy prior to placing your order.