All of our items are sent via Royal Mail second class. While Royal Mail aim to deliver second class items within two to three working days this is not a guaranteed service and items cannot be tracked. Delivery times may be affected by changes to Royal Mail’s service which are out of our control e.g. Christmas or strike action. If you haven’t received your item after two weeks from the date of dispatch please contact us on 01206 646 204 or email ecommerce@sthelena.org.uk. Royal Mail will not always offer us compensation for lost items. Should we compensate you for a loss of an item due to Royal Mail, please bear in mind that we do so at our discretion and cost.

Dispatch

We aim to dispatch your item(s) within four working days and we’ll email you to let you know your parcel is on the way. If there is a delay in dispatching your order we’ll contact you to let you know. 

International Delivery

We’re not currently able to send items to international addresses. We apologise for any inconvenience caused.

Returns

We hope you’ll love your purchase when it arrives but if there’s something wrong with your item and you’d like to request a refund or exchange please let us know within 30 days of receiving your order (subject to the exclusions below). Call us on 01206 646 204 or email us on ecommerce@sthelena.org.uk

 Please return products by packing them securely (in the original packaging where possible) with a copy of your invoice to:

 St Helena Ecommerce Team, 19b Westside Centre, London Road, Colchester, CO3 8PH.

Unless returning an item due to a fault, the buyer is responsible for the direct cost of returning the item. Please retain proof of postage when returning your items.

Cancelling an order

If you need to cancel your order, you can do so by calling us on 01206 646 204 or email us on ecommerce@sthelena.org.uk before your item is dispatched. If you wish to cancel an order after it has been dispatched you will need to follow the returns process above. 

When will I receive a refund or replacement?

Once we receive your returned item(s) we will refund the sums paid including delivery costs or supply a replacement (where we have the relevant item in stock). If you have requested a refund we’ll contact you to let you know it’s on the way, please allow five working days for your refund to process. If you have requested a replacement please see the dispatch and delivery times above. 

Complaints comments and concerns

We are always looking to improve our customer service and we welcome your feedback.

Comments, complaints or concerns can be made in the following ways:

By phone: 01206 890 165 – Monday to Friday 9.00am - 4.30pm

By email: retailadmin@sthelena.org.uk

By post: St Helena, Unit 1-2 Angora Business Park, Peartree Road, Stanway, Colchester, CO3 0AB

A member of our retail support team will respond to all complaints raised via these channels within two working days. It is not mandatory to give your contact details, however if you do not give us your details, we cannot respond to you directly.

Our complaints and concerns procedure can be read here and this includes what you should do if you are unsatisfied with the outcome of your complaint.