The Kitchen Front uses Royal Mail, Parcel Force and occasionally other courier services to perform your delivery service. In order to ensure that your delivery is successful, please read the following information:
1. When will I receive my delivery?
Orders made on line will have a postage cost added to the final shopping price created by a simple postage matrix. If goods are in stock, they will be sent within 2 working days by standard Royal Mail delivery. However, a majority of goods are made to order. This means that items have to be produced before being posted. Goods made to order will take 5 working days to produce. Most goods will need to be signed for as they are parcels. You will be contacted by email as soon as your order arrives in the office when the delivery date will be anticipated. Please note that this is not a guaranteed delivery date for your order. Some areas may take longer due to the frequency of deliveries to the delivery post code.
When the goods have been posted, you will receive confirmation of the postage and if applicable a tracking number. At that time, we will be able to give you an accurate expectation of delivery
Order arrives, we contact you to let you know if the order is in stock or needs to be made. If in stock, it will be sent within 2 working days.
If needed to be made, it will be sent within 7 working days.
Once posted, you will be contacted to let you know of estimated delivery date and give tracking number if applicable.
2. What if I need it urgently.
It is best that you contact us first on 01288 350107 or 07866 677139 to check stock. We are happy to oblige and send something special delivery before 4pm on the day of order if possible for delivery the next day.
Personalised, commissions or customised items will need to be made and we need a minimum of 2 working days to produce an item.
3. Do we send overseas?
Yes, we can. We are happy to post items anywhere in the world. The customer will be liable for all postage fees; local import duty if applicable and local tax if applicable. Please contact us at firstname.lastname@example.org before ordering so that we can quote you for the cost of sending goods to you.
4. Expecting your delivery
The delivery company is contracted to perform the delivery service to the given address from the order form. Please make sure there is adequate access and space to complete the delivery. Please be aware that some delivery services will not ‘leave goods in the garage’ or other instructions and will leave a delivery note.
If your item is being sent special delivery or requires a signature, please ensure that someone is available to sign for the package. If you allow a 3rd party to accept and receive the items, we cannot be held responsible for any visible defects of packaging, damaged items or missing merchandise.
5. Your responsibilities
Please be sure to sign the Delivery Order Note in the presence of the delivery company representative to indicate your delivery has been received. Examine your order upon delivery to ensure that there are no visible signs of damaged, missing or incorrect pieces. If there are any inconsistencies please contact us on 07866 677139 within 48 hours of your delivery. A signed delivery receipt, without notations of missing, damaged or incorrect item(s) represents your acceptance of the complete order in perfect condition. For any other problem with your order, please refer to the return policy below.
6. What additional fees may apply?
There may be circumstances that require additional payment by you if the conditions mentioned have not been met or you require special services outside of our standard delivery. [For example, if you need a specified time window, your address is not accessible; you were not available for your scheduled delivery; delivery not made due to unsafe conditions, not indicating missing pieces on the delivery note, etc.]
7. How many attempts will be made?
With Royal Mail it is normal for a delivery note to be left advising you to collect the parcel from your local post office. Other courier services will make 3 delivery attempts for Parcel deliveries. After the 3rd failed attempt at delivery, the package(s) are returned to us. We will be happy to re-send but you will be liable for additional postage costs.
If you have placed an order that you wish to change or cancel, please contact The Kitchen front on 01288 350107 Monday – Saturday. 9am -5pm. If your order has posted, you will receive a full refund for the value of the merchandise only (including applicable tax) once it has been returned to The Kitchen Front at your expense. Postage and handling will not be refunded. Personalised, customised, bespoke and commissioned goods will not be refunded.
9. Non delivery of goods
In the rare event that goods are not delivered by the expected date, you must inform us immediately. There may be a simple answer for a late delivery, or diverted post. We cannot be held liable for issues created by the buyer (wrong address; not available to sign for goods etc). Every effort will be made by the Kitchen Front and the buyer to trace the goods before arrangements for re-sending goods will be considered. In the event that lost parcels arrive after a second one has been sent, it will be the responsibility of the buyer to return the extra goods back to The Kitchen Front.
Under the Sale of Goods Act 1979, every consumer has the right to return an item that is damaged or is not as described. At the Kitchen front, we take great pride in our products and do our best to ensure that the product purchased will be as described. Please note that many items are hand painted, therefore they will look ‘the same but slightly different’ to a photo. We use that same colour palettes but hand painted always has a nuance of variation.
The Kitchen Front understands that there may be a time when you wish to return a product to us.
We have created this 28 day returns policy to enable you to return products to us in appropriate circumstances.
Under the Sales of Goods Act 1974, you have a legal right to a full refund if the item is not as described, is not of satisfactory quality or fit for purpose.
Where you have no other legal right to return a product and receive a refund or exchange (ie, a returned gift,) then you will nonetheless be entitled to return a product to us where:
(a) The product is a printed and/or commercially manufactured item . Returns cannot be made on bespoke/personalised or commissioned items.
(b) We receive the returned product within 28 days following the date of purchase of the product;
(c) The returned product is unused, in its original unopened packaging, with any labels still attached, and otherwise in a condition enabling us to sell the product as new;
12. Returns procedure
In order to take advantage of your rights under this returns policy, you must:
(a) Inform us by email at Clair@thekitchenfront.co.uk or telephone 07866 677139 to advise of your intention to return and reason for returning within 28 days.
(b) Suitably package and post the item(s) at your own cost to The Kitchen Front, 20 Priestacott Park, Kilkhampton, Bude, Cornwall, EX23 9TH. Please advise us of the date when the package has been returned.
(c) On receipt of receiving the returns, we will refund you by the same payment method you made to us, or credit note offered if the goods are returned without legal right to a refund. Only in the event of goods being returned with legal right will post and packaging costs also be refunded.
The following kinds of products may not be returned under this policy: (a) Bespoke, personalised or commissioned work, in any media.
We will give you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy excluding the original delivery charges and including the costs of returning the product to us if you are claiming legal right to return; or excluding the costs of returning the product to us if you have no other legal right to return the goods.
15 Improper returns
Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):
(a) We will not refund or exchange the product;
(b) We may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product;
(c) There is evidence of improper or poor packaging resulting in damage or the goods
have clearly been misused, or not used as instructed.
16. Your privacy
Your privacy is important to us. The only information that we collect is the details you give us when making an order. We will use these details, should we need to contact you in relation to your order.
17. Third Parties
We do not work with any third parties, do not pass on any details on to third parties.
nor do we use software to build a profile about you, so you will not be bombarded with advertising.
Any payments taken are made by Sage Pay and 3D Secure. All credit cards details are processed by them and we do not keep any records of card numbers. All information is disposed of in accordance with the PCI payment protection plan.
18. Royal Mail
The Kitchen Front sends parcels by Royal Mail or Parcel Force. This means your address is loaded on to their system. We will not sign anyone to any third party information. The Royal Mail Group collects personal information from third parties who use their products and services e.g. information recorded on mail or parcels sent to you by a third party. Therefore your postal name and address will be recorded by Royal Mail
19. Additional Communication
Should you want to receive addition information about our goods and services, you can sign up for The Kitchen Front Newsletter. If you have signed up for the newsletter, you are free to cancel your subscription at any time.
If you have any concerns or queries, please contact us in the first instance below:
20. About Us
The Kitchen Front is a sole trading business operated by Clair Roberts. All products are designed by Clair Roberts.
The Kitchen Front , Bark House,
Lower Wharf, Bude,
Cornwall, EX23 8LG
Business Tel No: 01288 350107 (Mon- Sat 9-5pm)
Text/Mobile 07866 677139
Email: Clair@thekitchenfront.co.uk VAT No: Not VAT registered