Refund policy

We will do our best to send your queens in your preferred allocation week, but we cannot always guarantee this due to circumstances outside of our control. Should we be unable to supply your order (or first batch of a multi-batch order) within 28 days of the preferred shipping week, you may cancel your order and are entitled to a full refund. 

For orders cancelled by the customer, the following terms and sums apply:

  • cancellation prior to the preferred shipping week(s) - £5.00 per queen
  • cancellation during or after the preferred shipping week(s) - 100% of the order value remains due. For stock welfare reasons, we will retain the consignment at the request of the customer if it has not yet been shipped. 

Withdrawal or cancellation of an order is only accepted in writing by email.

Post shipping

Responsibility for the care and condition of queens transfers to the purchaser on delivery or the first delivery attempt made by Royal Mail to the delivery address. For queens collected by prior arrangement from our premises, responsibility for the care and condition of these queens transfers to the purchaser at the point of collection.

We are therefore unable to accept returns and/or offer any form of refund or replacement for queens other than in the following circumstances:

  • error on our part in order fulfilment (exempting error as a result of any inaccuracies or omissions in the information supplied to us by the customer)
  • items received do not reflect item description on our website
  • damage to or loss of consignment while in transit from us to the customer
  • consignment delayed in the postal system >72 hours from time/date of posting to time/date of delivery or first delivery attempt (exempting delay as a result of any inaccuracies or omissions in the information supplied to us by the customer)
  • queens dead on arrival.

In instances of queens dead on arrival, this must be reported to us by phone or email as soon as practically possible on the date of delivery (or first delivery attempt). In all other instances, please contact us at the earliest opportunity and no later than 14 days after receipt of goods.