FREE UK DELIVERY ON ORDERS OVER £35 - FREE SAMPLE WITH ALL ORDERS

FAQ

HOW CAN I ORDER?

Ordering online is easy, but if you prefer you can place a telephone order by ringing our shop on Tel : 01872 276524 during normal business hours. We deliver throughout the UK as well as within Europe.

WHERE DO YOU SEND?

At the moment we send within the UK and Europe

WHAT HAPPENS AFTER I ORDER?

After checkout you will receive an email from us confirming your order. We then pack it up and it will be sent out. If you order before midday it will be sent out that day. For orders within the UK, if your order is small, under 750g, then it goes first class and you should receive it the next business day. Orders over that weight will be sent standard parcel rate with Royal Mail or by courier, both of these should be with you within a two to three working days. If your order is outside the UK, you should receive in 3 - 5 business days. Either way, you will receive an email confirming dispatch.

WHEN WILL MY ORDER BE SENT?

We dispatch orders received by 1pm on a business day the same day. Orders placed after this, over the weekend or during peak periods will go out the following business day. We will contact you if there is a delay.

HOW MUCH DOES IT COST TO SEND?

We offer free postage for orders over £35 within the UK and orders under £35 are set at a flat rate of £3.30 p&p. Outside the UK we send to Europe using Royal Mail International Standard Post which cost £5.60 for orders under £12 and £10.95 for orders over £12

WHAT HAPPENS IF I WANT TO RETURN MY ORDER?

We hope you are happy with any product purchased, but if you wish to return a product to us for any reason read on. Damaged or Incorrect orders If for any reason your order is incorrect or damaged then Tugboat offers a replace or refund policy, please contact us within 7 days of the items being delivered to arrange return of the goods. Change of mind If you have changed your mind and the items are unsuitable then please contact us within 7 days of receipt of the goods to arrange a refund. You will incur the carriage charge for return of the goods. Please note that refunds are subject to the provided goods being saleable, unused and complete in their unopened original packaging. Please allow 10 working days for this process. Unless the item is faulty, damaged or incorrect, all shipping back to Tugboat is to be paid for by the customer. We recommend that you obtain a ‘proof of delivery’ as we cannot be held responsible for goods lost or damaged in transit

WHAT HAPPENS IF IT GOES WRONG?

Please, please contact us. Email or telephone us at the shop, to let us know what has happened. Mistakes do happen and we really would rather know about a problem and be given the chance to fix it than not hear from you again

Same day shipping for all orders in by 1pm!