Shipping and Delivery
***Christmas Delivery Dates 2023***
This is a busy time for our couriers, so please order as soon as possible to guarantee delivery in time for Christmas. We have outlined our last order dates below for the UK, however as always, we cannot be responsible for courier delays that are outside of our control - so the sooner the better to ensure that your goodies arrive in time for the big day!
Certain exclusions apply (including furniture, mattresses, wallpaper, and all ride-on bikes, scooters and trikes from Banwood and Boldcube) as these are not stocked in our own warehouse. Cut-off dates for these products are listed on the individual product pages.
Standard delivery (Royal Mail 48 tracked) and all UK off-shore or remote areas: please order by 2pm UK time on Wednesday 20th December.
Express delivery (Royal Mail 24 tracked): please order by 2pm UK time on Thursday 21st December.
International Orders
Europe: please order by 2pm on Tuesday 19th December 2023.
USA/Canada: please order by 2pm on Friday 15th December 2023.
Australia, New Zealand and rest of the world: please order by 2pm on Thursday 14th December 2023.
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Order Processing Time
Our office hours are Monday to Friday, from 9am until 5pm (UK time). However we are always available via email, and will endeavour to respond to all customer enquiries as quickly as possible.
Your order will normally be dispatched within one working day. Orders placed after 2pm on weekdays, and orders placed during weekends and UK bank holidays will be processed on the next working day.
If your order contains an item on pre-order, we will send everything together in one shipment once all items are in stock. However exceptions can be made in special circumstances, so please email us at hello@bobbyrabbit.co.uk or call us on +44 (0)114 321 7000 and we will be happy to help.
Exceptions include larger items, larger packages and furniture. These items are sent via a special courier service, and the process is outlined below.
Mainland UK
All orders are sent fully tracked. We offer free standard delivery on all orders over £75.
Otherwise, delivery costs and timescales are as follows:
| Standard delivery* | 3-5 working days | £3.95 |
| Express delivery* | next working day | £5.95 |
If you require a Saturday delivery, this is also possible and the cost is £9.95.
*Excludes large furniture and some wallpaper items. The standard delivery time for furniture items is 5-10 working days (see below). We will contact you by email with a more specific delivery date after we receive your order.
Scottish Highlands and Islands, Northern Ireland, Isle of Man and Channel Islands
Unless your parcel contains a very large item, delivery is charged at the same rates as Mainland UK. Express delivery is also available, but please note this might take up to 2 working days depending on your delivery address.
Large furniture items are normally delivered within 5-10 working days, and we may require you to contact us separately for a delivery quote.
Large Furniture Items
If you place an order for furniture items by Oeuf, you will be contacted by our supplier’s delivery company within 2-5 working days who will book in a day of delivery that is convenient for you. For Oeuf items, it may be possible to specify a timeslot for a small additional charge. Your items will be delivered to the room of your choice, including upstairs if you need.
For certain smaller furniture items by Oeuf, it is possible to deliver via TNT more quickly, however in this case the courier is able to deliver to a ground floor front door only. If you order a mix of large and small furniture items by Oeuf, they will be sent together via our delivery company within 5-10 working days.
***IMPORTANT*** If any of the outer packaging arrives damaged, you should either decline the delivery altogether OR accept the delivery but ensure that the damage is noted on the delivery note. In both cases, please contact us by email as soon as possible after delivery to notify us of the damage. Please ensure that you keep all packaging until the issue is resolved.
International Destinations
We welcome orders from all over the world and ship internationally, with the exception of certain large furniture items (which unfortunately we are unable to ship overseas). Please contact us at hello@bobbyrabbit.co.uk should you wish to order and are unable to checkout - we will always do our best to help.
We ship most of our international orders with DHL, meaning delivery is fast, efficient and fully tracked.
Delivery cost will depend on the country of destination and will be calculated at checkout. Please ensure that you provide the correct delivery address as we cannot be responsible for the cost of return due to incorrect delivery address being provided.
Very occasionally, there may be additional shipping charges (especially for larger parcels), and in this case we will always inform you before shipping the order and give you the option to cancel.
Customs Charges (international orders)
As the recipient, you are responsible for the payment of customs charges including VAT, duty (if applicable) and a customs processing fee. Customs charges vary depending on country of destination so unfortunately, we are unable to tell you how much you will be charged.
You will be contacted by our courier upon arrival for payment of these charges. Payment is necessary to release your order from customs.
Please note that if an order is returned to us due to non-payment of customs charges, a shipping and handling fee will be deducted from your refund.
USA
If your order is less than $800 in value, you will not be charged additional customs fees. Orders above this value will be charged upon arrival.
Correct Delivery Information
Please ensure that you supply your full name and correct delivery address (including postal code and country of destination). Unfortunately we can not be liable for orders that do not arrive at their destination due to incorrect delivery information being provided at checkout.
In the unlikely event of your order not arriving at its destination in spite of correct delivery information being provided at checkout (within 10 days for UK deliveries and 30 days for overseas deliveries), please contact us in writing at hello@bobbyrabbit.co.uk.
Non-Deliveries
If there is no one available at your address to take delivery, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
If you do not re-arrange delivery or collect the products from a local depot as specified we may charge you for storage costs and any further delivery costs that are associated with the delivery. If we are unable to contact you to re-arrange delivery or collection we may cancel your order. In this case we will only be able to offer a full refund if the products are returned to us in perfect saleable condition. Where applicable and return delivery charges apply, we will deduct the cost of returning the goods to us from your refund. In this instance original postage and delivery charges are non-refundable.