Delivery (UK)

Unforgettable is an online marketplace for products, goods and services. As such your order may come from different suppliers. Delivery charges and options may vary depending on the items in your basket.

We aim to process all orders on the same day (placed before 2pm) but please note that orders made after 2pm on Friday will not be processed and dispatched until Monday.

We offer standard delivery across all orders at £4.95* (per basket, not per item).
3-5 working days (Mon-Fri excl. public holidays) to UK Mainland.
5-7 working days to Northern Ireland, Scottish Highlands & Channel Islands.

Some exceptions do apply for made to order, personalised items, or large items where delivery times may exceed 3-5 working days. These include, but are not limited to:
Wall signs
Personalised products
SOS Personal Alarm with Home Monitoring System
Furniture and mobility scooters.

Further information on the delivery times for these products can be found on the individual product pages or contact our customer care team before placing your order to confirm the expected delivery date.

*On smaller items such as books and memorabilia packs we are able to offer a standard delivery from £1.99. If this is available, it will be detailed at checkout.
On select products we are also able to offer the following delivery services. (If the product is eligible for these delivery services, they will be available and shown for selection at the checkout).

Royal Mail Tracked 24hrs:
£5.95 (per basket, not per item).
Place your order before 2pm for same day dispatch.
Monday – Friday delivery.
Tracking information will be provided on your order dispatch email.

Royal Mail Tracked 48hrs:
£4.95 (per basket, not per item).
Place your order before 2pm for same day dispatch.
Delivered within 2-3 working days.
Tracking information will be provided on your order dispatch email.
Some items may be too large, heavy or delicate for standard delivery. These may result in longer delivery times and/or higher delivery costs, please check delivery information at the bottom of each product page.

Applicable items may include, but are not limited to:
Furniture
Mobility scooters
We’re sorry that in most circumstances it’s not possible to amend your order once it has been placed. If your order hasn’t left the warehouse yet, we may be able to change delivery details, remove items or cancel it in full. If you do wish to make any amendments to your order please contact our customer service team on 020 33 22 9070 as soon as you can and we will endeavour to help.

Please note that we take payment immediately so if cancelling your order, you may have already been charged. Once cancelled you will be refunded and the funds should appear in your account with 2 – 5 working days.

If the order has already been dispatched you can return any unwanted items for a refund.
In the very rare occasion that your order is not available for dispatch due to a stock error, our customer care team will contact you to advise on a new expected delivery date. If we cannot deliver it within the delivery time you paid for, and you’re happy to wait, we will refund you your delivery charge.*

Alternatively, you can cancel the order and you’ll be refunded in full.

*If all items on the order are delayed.
In the highly unlikely event that a parcel goes missing, we will offer you the option to have it re-sent (if available) or receive a full refund for the order.

Please note that if you wish to receive a replacement we may not always be able to dispatch it immediately as we may need to work with the courier to locate the missing shipment.
I’ve ordered several items, will they all arrive together?
As an online marketplace it is most likely that your items will arrive on different days or from different couriers, but you won’t be charged for multiple deliveries. All the items should arrive within 5 working days if standard delivery has been selected.

My order hasn’t arrived, what can I do?
If your order has not arrived within the specified time please contact our customer care team at happytohelp@unforgettable.org or call us on 020 33 22 9070 (Mon-Fri 9:30-6:00). If you have your order number available this will help us locate your details quickly. If you were provided with tracking information you may be able to locate your parcel on the Royal Mail website.

Guaranteed delivery:
If you have paid for a guaranteed delivery and your order has not arrived within the specified time we will refund you the delivery charge in full.*

Standard Delivery:
Royal Mail standard delivery usually takes 3-5 working days. If you still haven’t received it on day 5 we would advise waiting another day or two as it may still be on route to you. (especially after Bank Holidays and during the Christmas period).
If your order still does not arrive please contact our customer care team.*

*Unforgettable will not be held responsible for any delay or failed delivery caused by incorrect address information being given or any reason outside of our control (i.e. weather, no one available to sign).

I put in the wrong delivery address or postcode, what can I do?
If incorrect information has been supplied please contact us asap and we will try to amend it before the order is dispatched. If the order has not been shipped we will amend this free of charge.

If the order has already been shipped and we cannot divert it a new order will need to be made. Once the first order has been returned to us we will refund it – minus the delivery charge paid.

Alternatively, you can wait for the order to be returned to us and we can send it out again, but please note that the delivery charge will need to be paid again.

My order has arrived damaged, what can I do?
If your items have been accidentally damaged in transit please contact our customer care team. If you are able to provide photos of the damage we may not need you to send back the damaged goods, please send these to happytohelp@unforgettable.org.

We will arrange for a new item to be sent out via the delivery method you paid for.

Do you deliver to the Northern Ireland, Channel Islands and the Isle of Man?
We can deliver to most postal areas in the UK. However, delivery times may be extended by 1 -2 working days and additional delivery charges may be applied. In the unlikely event that further delivery charges are applicable, we will contact you first to confirm if you would still like to proceed with your order.

International Delivery

Unforgettable is based in the UK but will always endeavour to help and ship orders internationally.

Should you be interested in sending an order outside of the UK please proceed to the checkout as some items are available via our website for international delivery.

At the checkout, should your order be eligible for international delivery you will have the following option available, International Airmail (tracked).

Please note that Unforgettable is not responsible for paying any local custom charges or transaction fees.

I’m trying to send an order outside of the UK but no delivery cost is showing?
If you do not see a shipping quote during the checkout we may still be able to ship your order to you. Please contact our customer care team who will be more than happy to confirm if the item can be shipped to you and confirm the delivery cost.

To help us get a quote to you quickly please include:
The items and quantities that you wish to purchase.
The delivery address.

You can contact us at happytohelp@unforgettable.org call us on 020 3322 9070 (our customer service team is available 09:30 – 18:00 GMT Mon-Friday)

I’ve ordered something to be shipped internationally and it still hasn’t arrived?
In the rare case of a delayed order please contact us and we will attempt to trace the delivery for you. We cannot, however, be held responsible for circumstances outside of our control, e.g. items held at customs or delays within overseas postal offices.

Returns

Standard

  • Return product within 30 days for a refund, replacement or exchange
  • Email Customer Services, or call 020 3322 9070, to confirm return address
  • Product must be returned in resale (new and unused) condition
  • If faulty or damaged, product must be returned in original condition
  • Post package to return address
  • Receive confirmation of receipt, plus refund, replacement or exchange

Non standard

  • If product is too delicate, or too large or heavy for delivery via Royal Mail (over 61 x 46 x 46cm or 5kg), call us on 020 3322 9070 to arrange collection
  • The following items are non-returnable; unless damaged, faulty or not as described:
  • Products that have been personalised for you
  • Made to order products
  • Perishable or wearable items such as incontinence pads
  • Check returns information at the bottom of each product page
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