Delivery Policy
Please ensure you use an accessible email address and/or a suitable contact number with your order to allow communication from ourselves or our delivery companies if required. Please check your inbox (as well as Spam / Junk) for communications, order confirmations can sometimes appear there.
We endeavour to post out your goods the same day they are ordered; however, in busy periods this can take a little longer.
Typically orders will be despatched within 2-3 busiess days. If for any reason there is a delay in dispatching items to you, we will contact you to inform you of the delay.
On occasion we may post out items from the same order separately; this is performed at our discretion and at no additional carriage charge to you.
Postage costs are detailed below; we reserve the right to amend these costs for large or bulky items both within the UK and overseas. If there are to be additional charges you will be contacted by a member of staff by telephone or email to discuss the options. Please email or phone us before placing your order if you are concerned about this.
UK Orders
We partner with two companies to deliver within the UK. Smaller items are posted with Royal Mail and usually take 2-5 days from point of order to arrive. Please note this can take longer during busy periods up to a maximum of 14 days. The length of time taken to deliver by Royal Mail is beyond our control. Large, heavy or multiple items are delivered by DPD - Please use an address suitable for your goods to get to you. Royal Mail and DPD do not deliver or collect on Bank Holidays.
International Orders
We do not ship orders internationally. Please contact us if you reside outside of the UK and would like to purchase from us.
Returns Policy
Please check the condition of your parcel on delivery prior to signing for acceptance. In the event that goods are incorrect, missing or damaged on arrival please specify against your signature and inform us immediately, within 3 working days. Refunds or exchanges are made in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Under this regulation, you have 28 days from the day following receipt of your goods to return them, even if you simply change your mind about your purchase. If you wish to return an item you do so at your own expense (unless the item is faulty); the item must be unused and in its original condition (including all tags). Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, allows us to make a reasonable deduction from the refund if the item has diminished in value by the handling of them beyond what is necessary to establish their nature, characteristics, and function.
The following is a quick guide to our returns policy:
If you wish to return an item after these periods you must seek authorisation in writing by email.
Please note where the outer packaging is not present and labels and tape have been attached directly to the item (product boxes should be covered by a bag) we will charge a 20% fee for damage made to the product's packaging.
Please note if an item(s) is returned in an unsaleable condition meaning dirty, clearly used or damaged (not a warranty issue e.g. a bit with chew marks) we will contact you to either return the item to you or charge you a cleaning fee.
Feed Returns - We will not accept or refund returned feed online or in our store. Animal feed must be carefully stored to ensure quality and while we are in control of the temperature of our feed room we can not be assured that goods have been stored appropriately away from our store and therefore would not be able to sell the returned feed, it would have to be destroyed.
How do I return an item?
Once you are satisfied you are returning an item within the terms of our Returns Policy please fill in the form enclosed with your parcel or provide a covering letter with your full details including name, address, order number, contact number and whether you require an exchange or refund and send the item(s) back to us at the address below.
You must make your own arrangements to return goods to us and all postage costs are to be covered by you unless the goods are deemed faulty. We recommend that you obtain proof of postage as Durham and Dales cannot be held responsible for any items lost during transit back to us.
Customers requiring an exchange within the UK will not be charged for the replacement item to be sent out once we have received the original item back. If the sizing is still incorrect and a further exchange is required standard carriage charges will apply.
If you have any concerns regarding returning an item to us please email durhamanddales@gmail.com.
Returns Department
Durham and Dales Field Sports
2 Etherley Bank,
High Etherley,
Bishop Auckland,
County Durham,
DL14 0LG
Goods returned under complaint will not be accepted unless clean and dry. Health & Safety Act 1972. This includes item bought in our store.
This Returns Policy forms part of our Terms and Conditions; if you do not agree with our Returns Policy then please do not purchase from our site.
