Shipping policy
We currently offer three UK mainland delivery options, please note that the estimated delivery times only apply to items that are in stock. We aim to dispatch your order within 48 hours, and orders placed before 12 noon for next day delivery are dispatched the same working day.
Standard Delivery:
Royal Mail Tracked 48 hrs £3.95
All standard deliveries are typically sent using Royal Mail Tracked 48 hrs and are typically charged at £3.95.
Next Day Delivery:
Royal Mail Tracked 24 hrs £5.95
Royal Mail Tracked 24 hrs is delivered Monday-Saturday (excluding Bank Holidays).
Express Delivery:
DHL Domestic Express £9.95
DHL Domestic Express is a fully tracked courier service, delivery will take place between 8am and 6pm Monday to Friday (excluding Bank Holidays).
For our Next Day delivery service, the following conditions apply:
- Orders must reach our office by 12 noon the preceding day. Orders received after 12 noon may still be eligible for next day delivery although this is not always possible.
- Orders received after 12 noon on Friday, Saturday or Sunday will be delivered on the following Tuesday.
- We endeavour to stock all products, however at busy times of the year and occasionally due to suppliers, there may be times when we are out of stock of a product and this will be indicated on the product page with an option to “Pre-order”. Pre-ordered products will be shipped as soon as stock is received at our warehouse.
- Next day delivery is only available in mainland UK.
We cannot guarantee next day delivery, but we will endeavour to meet it and rarely experience difficulties. If a delivery is late because of an event outside our control we will not refund the delivery charge. If we fail to deliver within the time we promised for reasons within our control, you may ask us to refund the difference between the delivery charge you paid and our standard rate.
Signature
Where a signature is required, deliveries must be signed for by an adult over 18. If nobody is at the address, the carrier may attempt delivery to a neighbour and obtain a signature, leaving a card at your address telling you where the parcel is. You can tell the carrier in advance through their website if you do not want parcels left with a neighbour.
Where you have asked for a parcel to be left in a safe place without a signature, delivery is treated as complete once the carrier has left it as instructed, and responsibility for the parcel passes to you at that point.
If a parcel cannot be delivered it will be returned to your local depot for collection. You can arrange a second attempt by contacting the carrier within 5 working days of receiving the card. After that the parcel returns to us and any redelivery will be chargeable.
International Deliveries
International shipping costs are an estimate only and are calculated at final checkout based on the value and destination of your goods. We reserve the right to quote a higher delivery charge for unusually bulky or heavy items. Prices on our website include VAT at the current rate, which is removed automatically for eligible items once delivery details are entered for orders shipping outside the UK. Responsibility for local taxes and duties in the destination country lies with you. Please check likely import costs in your region before completing your purchase.
Customs & Import Fees
Orders shipped outside the UK, including to the EU, may attract import VAT, customs duty and a carrier handling fee in the destination country. Since 1 July 2021, EU orders are subject to import VAT regardless of value. Customs duty may apply on orders over €150, and the carrier may charge a clearance or handling fee. These charges are set by the customs authorities in the destination country and vary from country to country. They are your responsibility, and we cannot be held responsible for them. We declare the value, weight and contents of your order accurately to our courier at dispatch and submit our customs data electronically to aid clearance. If you are unsure whether charges will apply, we recommend contacting your local customs office before placing your order.
Returns and Cancellation
If you are a consumer, you have a legal right to cancel most online orders within 14 days of receiving them, without giving a reason. This is your statutory right under the UK Consumer Contracts Regulations 2013, and we extend the same 14 day cancellation period to all our customers wherever they are.
To cancel, tell us before the 14 days expire, by email to hello@pelvicrelief.co.uk or by signing in to your account. Once you cancel, you must return the goods to us within 14 days. You pay the return cost, and we recommend a tracked, insured service. We will refund you within 14 days of receiving the goods back, using the same payment method you used to order.
You can download our returns form here
By law, the right to cancel does not apply to some of our items:
Goods sealed for hygiene or health reasons cannot be returned once the seal is broken. This covers our intimate devices, supplements and probiotics, lubricants, and microbiome test kits. Returned unopened with the seal intact they are fine; once opened, they cannot be refunded.
The microbiome test is also a service. When you activate a kit and send your sample you are asking the laboratory analysis to begin, and the right to cancel ends once that analysis has started.
None of this affects your rights if an item arrives faulty, damaged, not as described, or unfit for purpose, in which case you are entitled to a repair, replacement or refund.
Beyond these legal rights, as a goodwill gesture we also accept returns of unused, unopened items in their original sealed packaging within 28 days of receipt, with labels attached. Items are inspected on arrival, and we cannot refund any item where the hygiene seal has been broken.
All orders are subject to acceptance as stated in our general website Terms & Conditions.
