Delivery & Returns
United Kingdom and Offshore Islands
Reptilian World offers free delivery to most of the United Kingdom and offshore islands on all orders of dry goods of £50 and over, with the exception of vivariums and similar products. Orders under £50 will incur a delivery charge of £4.50. Unfortunately, some postcodes will incur an extra delivery charge and we will contact you by telephone or email after you have ordered if additional charges apply.
Reptilian World can despatch to addresses worldwide including Europe and the USA, but unfortunately cannot deliver to BFPO postcodes and parts of Asia. We also reserve the right not to deliver goods if the address is felt not to be secure. Orders to Europe and the EU will incur a minimum tracked delivery charge of £18.95, the USA or Canada £28.95 will apply and the Rest of the World £30.95. All international buyers should contact Reptilian World for exact postage costs prior to completing their purchase if the packed weight exceeds 2kg.
Collecting Your Order
Please do not request to reserve and collect your order, or likewise order and collect from Reptilian World as not all items are stored on our premises.
Delivery Method and Timing
We currently use Royal Mail and various reliable couriers to despatch your goods, but whatever method is used, we will always obtain proof of postage for our records and your peace of mind.
We aim to deliver the majority of orders within 3-5 days, but where items are delivered direct from the manufacturer or supplier this will differ and you will receive an email to advise you of the delivery time.
In the unlikely event that your order should fail to arrive within our promised delivery period please contact us with your order number and we will carry out a thorough investigation on your behalf and get your items to you as soon as possible. All non-delivery must be reported via email within 10 WORKING DAYS. Reptilian World promises to maintain communications with customers with any problems at all times.
Should you be out when your parcel arrives, depending on the nature of the product, the courier or Royal Mail will leave a card informing you of attempted delivery and it then becomes your responsibility to arrange re-delivery at your convenience in accordance with the instructions printed on the card.
We will ensure that your goods are correctly packaged before despatch but Reptilian World cannot accept liability for damage sustained by their subsequent treatment. Reptilian World denies any liability for any loss resulting from damaged or faulty items, or late delivery.
Frozen Food and Live Food
Frozen foods will be packaged to arrive still frozen on a guaranteed timed service and it is the responsibility of the customer to ensure that somebody is available at the delivery address to receive a frozen food order. Reptilian World accepts no responsibility for frozen orders which are defrosted/spoiled because nobody was available to receive the delivery. However, in the event of a frozen food delivery not having arrived by 4pm on the agreed day, customers are obliged to inform us of the problem with delivery immediately by telephone or email. Failure to inform us of a delayed delivery of live food or frozen food by this time may invalidate any guarantee of safe arrival of live/frozen goods and customers may not be entitled to a replacement of their order. We reserve the right to postpone delivery of any frozen food or live food orders which are placed during extreme weather conditions, e.g., flood, deep snow, heat wave or extreme overnight temperatures. Delivery of live foods will usually result in next day delivery, but this cannot be guaranteed. If you wish to have your live foods delivered by special delivery, please contact us before placing an order as this will incur an extra cost. Reptilian World puts customer satisfaction first in all delivery decisions.
Reptilian World’s returns policy does not affect your statutory rights. If you wish to return all/part of your dry good order within 30 days of receipt, please contact us at firstname.lastname@example.org or telephone: 07933 479528.
Returned products must be in perfect condition. Reptilian World will send you an email authorising you to return the goods. No goods will be accepted prior to the customer receiving an authorisation email. This email must be printed and retained as proof of authorisation for the return of goods. Our returns address is:
Unit 5, Waveney Valley Business Park
Norfolk NR35 2JG
The products being returned must be well packaged to avoid damage. We recommend returning the products by a signed for delivery service together with proof of postage. Reptilian World will not accept that goods have been returned by a customer without proof of delivery to us or a receipt from a carrier. When products have been returned to Reptilian World in good condition we will issue a full refund for the products. We will not pay the cost of your return postage unless a product is faulty.
Return of goods after 30 days is at the discretion of Reptilian World. Products guaranteed by a manufacturer can be returned to us, if they are faulty, for exchange or refund during the warranty period. All products will be tested upon return. Bespoke goods and perishables i.e., magazines, books, and reptile housing etc cannot be returned for refund unless faulty or damaged. Under the Consumer Protection (Distance Selling) Regulations 2000, you have a duty to take reasonable care of any goods you receive. Under circumstances where this duty has been breached by yourselves, you will be liable for any costs or losses incurred by Reptilian World.
If you should have a complaint about any of our products and services please contact us with your complaint at email@example.com (including images of the damage where applicable). telephone us on 07933 479528 or write to us. Our contact address is:
Unit 5, Waveney Valley Business Park
Norfolk NR35 2JG
The ‘Waste Electrical and Electronic Equipment Directive (WEEE Directive) ‘was introduced in January 2007 by the Waste Electronic and Electrical Equipment Regulations 2006 and subsequently updated. The WEEE Directive aims to reduce the amount of electrical and electronic equipment being produced to encourage everyone to reuse, recycle and recover it. Reptilian World is obliged therefore to offer customers free disposal of their WEEE when they purchase a similar new electrical or electronic product. Customers must forward their old WEEE item to us within 14 days of purchasing their new item. Items can be posted back to us, but we will not accept returns of WEEE without a copy of the receipt or invoice for the similar purchased item.