Delivery

 

Initial Incentives aims to deliver orders to UK customers in 1 to 5 days and we understand how important it is for you to receive your goods when you expect them. For customers who require delivery outside of the UK, please allow up to 10 working days. We also advise that you provide an address for delivery where you or someone on your behalf will be available to sign for your parcel as deliveries take place during business hours and require a signature upon receipt.

All our orders are sent with Royal Mail or courier, both services require a signature. You will receive an email upon despatch of your order letting you know it is on its way. If there is no answer at the address when your parcel arrives, you will be left a calling card with instructions on how to collect your order or rearrange delivery.

UK shipping rates & delivery times

Please keep in mind that we cannot guarantee delivery times as they are only guidelines. Hence, we are unable to refund delivery costs in the event that the delivery date does not meet the provided estimates. Unfortunately, deliveries cannot be made on a Sunday or on a Bank Holiday.

Once your order has been processed you will receive an email containing your tracking number and an estimated date/time. If you (or anyone else able to sign for your parcel) are not at the delivery address when your parcel arrives, you will be left a card with instructions on how to collect your order or rearrange delivery.

International delivery

No matter where you are in the world, we will deliver to you! Delivery costs will vary depending on the combined weight of your order and the destination of your delivery. Delivery costs are calculated automatically at the checkout page when both the destination and delivery service are selected. Unfortunately, we currently cannot offer next day delivery to international destinations.

All goods will be sent by 'Royal Mail International Signed For' service and will require a signature upon delivery. You will receive an email on dispatch of your order, letting you know it's on its way. If you are not at the delivery address to receive your parcel when it arrives, you will be left a card with instructions on how to collect your order. We also advise that you provide an address for delivery where you or someone on your behalf will be available to sign for your parcel as deliveries take place during business hours and require a signature upon receipt.

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the order. Unfortunately, we have no control over these charges and cannot estimate what the cost will be as customs policies and import duties vary greatly between countries. We suggest that you contact your local customs office for current charges before you order to avoid any unexpected charges.

Returns

Have you received something you want to return?

You can return any item you are not completely happy with for a refund, within 14 days of receiving them. All you need to do is contact Initial on 0208 381 3300 or send an email to support@initialincentives.com stating your order number and reason you would like a refund

Return your order via post to:

Initial Incentives Ltd

729 Capability Green Business Park

New Airport Way

Luton

LU1 3LU

Unfortunately, we cannot refund the cost of postage (this includes the original delivery cost and return postage). If you wish to request reimbursement for postage due to an incorrectly advertised, damaged or faulty item just get in touch with us and we will reimburse your postage costs. Please be aware that the maximum amount we can refund you is the standard Royal Mail recorded delivery cost. We also cannot refund the excess cost of parcels returned to us via courier or next day delivery.

All goods will be inspected on return and must meet the following criteria:

• · All items must be returned in the same condition as they were received
• · All items have not been worn
• · All items are free of any odours
• · All items must be in saleable condition

 

Once we receive your returns parcel, we will then process your refund to the card from which the original payment was made and at the price you purchased your item/s at (this includes sales items)

 

We recommend that you use recorded mail and keep the receipt of postage as we are not responsible for any orders that are lost by mail service providers when you are returning them to us. Please ensure your goods are packed securely and cannot get damaged on the way.

If you have any further questions regarding your return, check out our FAQs or email support@initialincentives.com and one of our Initial representatives will get back to you within 24 hours. Please bear in mind our office hours are 9:00am-5.30pm Mon-Fri.