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Delivery and Returns Policy

General

The timings for delivery are set by our partner suppliers. We will confirm receipt of your order immediately followed by an additional e-mail (within max 48 hours) with a detailed acknowledgement of your order and when your mum can receive it.


I. FREQUENTLY ASKED QUESTIONS – DELIVERY


How much will my delivery cost?

Our standard delivery charge is £4.95 to the UK Mainland. A supplementary delivery charge is required for heavy or over-sized items.

Standard delivery (UK Mainland) - £4.95
Standard delivery (Northern Ireland, Scottish Highlands, UK Islands, Channel Islands - £6.95
Supplementary delivery charge per heavy/oversized item (All areas) - +£15.00

How long will it take my mum to recieve a gift(s) ?

It usually takes up to 8 days for our orders to be delivered, although there are exceptions when the ordered items are delivered between 14 and 21 days as some items are dispatched to your mum directly from our trusted partner suppliers. We will confirm receipt of your order immediately followed by an additional e-mail (within 48 hours) with a detailed acknowledgement of your order. 

Please Note: The timings for delivery are set by our partner suppliers.

Can I send an order to a different delivery address?

Orders can be dispatched to alternative addresses as we understand that your mother may not live with you.

I’m ordering several items: will they arrive at the same time?

Items don’t necessarily arrive at the same time as some products are directly sent from our partner suppliers/manufacturers. 

Do I have to pay a separate delivery charge on every item I order?

You have to pay a single flat rate charge for standard delivery no matter how many items you order.
 
What happens if my mum is not at home when courier comes?

In this case you can (if you provide us with your phone number) ask the courier to leave gift(s) in a designated safe place.

My mum lives outside of the UK can send her a gift through thankumum.com?

Currently Thank u Mum operates only in UK. Please sign up for our newsletter and follow expansion of our footprint.

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II. FREQUENTLY ASKED QUESTIONS – RETURNS POLICY


How do I cancel or return an item?

You can let us know that you wish to cancel your order by filling in the return form available at http://http://www.thankumum.com/index.php?route=account/return/insert through your account. Also you can email us at office@thankumum.com if you wish to cancel your order.
Please make sure you specify your name and order number in the subject line so we can avoid potential delays in the cancellation process.

If you want to return an item, it is necessary that this is returned to us within 14 days, unused, in its original packaging along with proof of purchase and in a fully resalable condition.

In the case that the packaging has been opened on the following products, for reasons of hygiene and safety we are unable to refund or exchange them unless they are faulty: perishable items as well as hygiene-sensitive items. 

Please check whether an item is cancelable or non-cancelable before ordering. You are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the seller).
In order to give you peace of mind when ordering, we guarantee that our partner suppliers comply with our returns policy. 

Please note: Refunds will not be given for any Gift cards.

Please contact us at: +442070961331 if you have any queries regarding returns. In the event of receiving damaged items we must be notified by telephone within 5 days of receipt. 

Where do I return my items?

We will provide you with Seller's address immediately after you will contact us about return.

It’s mandatory you mention the order number, your name and address inside the parcel, in order to avoid potential delays in the replacement/refund process.

When do I get a refund once I have returned an item?

Refunds will be credited back to you in using the same method with which you originally paid once we have received confirmation from our channel parner/seller that the item (s) is back to him.

How do I return wine and alcohol items?

In this particular case you must notify us by calling customer enquiries on +442070961331, otherwise we cannot accept returns.

Will I get a refund if my order goes missing?

Any refunds payable will be credited back to your credit or debit card once we investigate the details of your missing parcel.

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We are happy to assist you and add your question to our FAQ:

Thankumum.com is a flagship venture of The Family Matrix Limited, a company incorporated in England and Wales with registered number 9187007, whose registered address is at: 

Office 9, The Blenheim Court Business Centre, 
Orchard Suite Peppercorn Close, 
Peterborough United Kingdom PE1 2DU. 

You can contact The Family Matrix Limited by email office@thankumum.com,  via thankumum.com website or post. 

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