Returns, Refunds and Cancellation Policy
There is a strict no returns or refunds policy. In the event that your purchase was not fulfilled as promised by SBID, refunds will be considered on an individual basis.
Please note that all orders for SBID Awards ceremony reservations, entry submissions and books are non-refundable and non-returnable.
In the event of cancellation or rescheduling of the ceremony event, venue management or Presenter Design Excellence Ltd. t/a SBID Product Design Awards shall not be required to issue you a refund, provided that you are given the right to attend a rescheduled ceremony within 12 months of the originally scheduled event.
You will receive an email at the address you have specified when your order has been dispatched – this email contains the tracking number (if applicable) so you can track it online right to your door.
The delivery time scale is specified on the product page to indicate when you will receive your order. If placed before 4 pm, subject to passing necessary checks, your order will be shipped the same day to be received the following day (excluding Sundays and Bank Holidays). Orders received just after 4pm are also often dispatched the same day although this is not guaranteed.
Orders shipped on Friday by 4pm will be delivered the next working day.
SBID and SBID Product Design Awards do not currently open on bank and public holidays. Orders received on these days will be dispatched the next working day with the delivery timescales as above.
While the vast majority of UK locations are valid for next day delivery, there are a few remote locations which are not covered by the next day delivery service. In the event of a delay, SBID will contact you either by email or telephone to inform you.
The delivery estimate on the product page does not necessarily apply for international deliveries. International shipping is calculated in the checkout. The delivery timescale is shown on the final page of the checkout. This is generally between 2 – 10 working days. Orders outside of the EU are calculated at the checkout after you select your country. Customs charges for delivery to countries outside the EU may also apply.
Orders over £120 will be shipped via DHL Express, which is a next day delivery service to most countries. Orders under £120 can be upgraded to Express for a fee (approximately £5, which will be calculated at the checkout after you select your country otherwise they will be shipped via DHL Global Mail.
Global Mail deliveries take 3-5 working days within Europe, and 2-10 working days for the rest of the world.
Please note that certain brands have shipping restrictions, and this is shown on the product page. You can also view the full list of restrictions.
Delivery to Business Addresses and Multiple Occupation Buildings
SBID allow delivery to alternate delivery addresses including business addresses and places of work. If you do specify a business address for delivery, please ensure that there will be someone available during normal working hours e.g. at reception who can sign for delivery on your behalf as Royal Mail deliver to the address and not necessarily to the named person.
Please note that in a multiple occupation building, anyone in the building is allowed to sign the parcel to confirm its receipt. Royal Mail and DHL consider an item as delivered once a signature at the designated address is achieved. It is your responsibility to ensure that the recipient is at the delivery address, or to obtain the delivered parcel from the signatory.
Signature Upon Delivery, Missed Deliveries and Denial of Receipt
Most orders shipped SBID require a signature upon delivery. If you miss the delivery person, a card will be left to give you instructions to either arrange a re-delivery or to collect it from your local sorting office / delivery depot.
If for any reason the item is returned to us (e.g. incorrect address specified, item not called for), then SBID will inform you immediately by email as soon as SBID receive the item. If further to despatch it is undelivered again, we reserve the right to charge delivery charges for subsequent deliveries. Please note that for items that were undelivered through fault of the consumer SBID reserve the right to charge our outwardly shipping fees.
In the case of a parcel being signed for and a delivery confirmation being available on the courier’s website, if the customer denies receiving the package, this is called a ‘Denial of Receipt’. Under these circumstances, we must contact the Royal Mail to confirm the delivery details, who will in turn contact the customer to ask for written documentation to be completed to confirm that the parcel has not been received. These circumstances must be mediated by the delivery service and we cannot take action until it has been confirmed whether or not the parcel was received by the customer.
Inspection Upon Delivery
When receiving your order you should inspect the packaging to ensure that it has not been tampered with in any way. If it does appear to be tampered with, you should refuse delivery.
Late Deliveries or Dispatch
Although SBID are able to ship almost every order in the specified delivery timescale, in rare circumstances our shipping capacity can be exceeded and cause a delay of one extra day. SBID regret that this situation can occur occasionally, and is an unfortunate situation which is naturally associated with buying online, however this only occurs in rare situations and, should this occur, your order is marked for urgent delivery the following day.
The other circumstance which may cause a delay is when the delivery service itself has a problem. This, again, is a rare situation but is unfortunately beyond our control. In these situations, SBID will do our very best to take responsibility for the situation and ensure that your order is delivered as quickly as possible.
SBID use the Royal Mail and DHL for all of our deliveries for reasons of reliability and convenience. Unfortunately, as with all delivery services, there are rare circumstances where parcels do not arrive in the agreed timescale or they are lost completely. Under these circumstances, we endeavour to ensure that the item is delivered to you as soon as possible by contacting the delivery service and attempting to locate your parcel and have it delivered. You may also contact the delivery service yourself with the tracking number supplied to you in your despatch email. In the case of lost items, we cannot refund orders or send out a replacement until the delivery is confirmed to be lost. This must be confirmed by the delivery service themselves, and the time periods at which items can be confirmed lost depends on the delivery service used, and are detailed as follows:
- Royal Mail Recorded Delivery / 1st class – 10 working days to confirm a lost parcel
- Royal Mail 9am / Track 24 – 10 working days to confirm a lost parcel
- Royal Mail International Delivery – 21 working days to confirm a lost parcel
- DHL Express – 10 working days to confirm a lost parcel
- DHL Global Mail – 21 working days to confirm a lost parcel