Shipping Policy

This policy applies to tangible products purchased through the Volcano Education website. Tutoring services cannot be booked or delivered through the website.

Shipping area

Volcano Education currently delivers orders to addresses within the United Kingdom using Royal Mail.

Shipping service

All orders are sent using Royal Mail Tracked 48.

Royal Mail Tracked 48 provides tracking to the delivery point and normally aims to deliver within two to three working days after dispatch. This is an estimated delivery time and is not a guaranteed service.

Although this may sometimes be described informally as “tracked second class”, Royal Mail Tracked 48 is the clearest service name to display on your website. Standard Royal Mail 2nd Class does not provide full tracking throughout the delivery journey.

Shipping charges

The delivery charge will be shown at checkout before the customer confirms the order.

Shipping charges may vary depending on the size, weight and packaging requirements of the order.

Order processing

Orders will be prepared and dispatched as soon as reasonably possible.

The estimated processing time will be shown on the relevant product page or communicated in the order confirmation.

Processing times do not include weekends, bank holidays or the time taken by Royal Mail to deliver the parcel after dispatch.

Personalised, bespoke or made-to-order products may require additional preparation time. Any longer processing period will be explained on the product page.

Dispatch confirmation and tracking

Once an order has been dispatched, the customer will receive a confirmation email containing the Royal Mail tracking information.

Customers can use the tracking reference to check the progress of their delivery through Royal Mail’s tracking service.

Tracking information may take a short time to update after the parcel has been handed to Royal Mail.

Estimated delivery times

Royal Mail Tracked 48 normally aims to deliver within two to three working days after dispatch. Delivery may take longer because of:

• Bank holidays

• Severe weather

• Industrial action

• Seasonal demand

• Local delivery disruption

• An incorrect or incomplete address

• Circumstances outside Volcano Education’s reasonable control

Royal Mail’s delivery times are estimates and are not guaranteed.

Delivery addresses

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please check the address carefully before confirming the order.

Volcano Education cannot accept responsibility for delays or failed delivery caused by incorrect or incomplete address information supplied by the customer.

Where an order is returned because the address was incorrect, incomplete or delivery could not be completed, the customer may be asked to pay an additional shipping charge before the order is sent again.

Changes to the delivery address

Contact Volcano Education as soon as possible if the delivery address needs to be changed.

An address cannot normally be changed once the order has been dispatched.

Volcano Education cannot guarantee that an address amendment will be possible after an order has been submitted.

Delayed orders

Customers should first check the Royal Mail tracking information if an order has not arrived within the expected period.

Royal Mail advises that Tracked 48 items aim to arrive within two to three working days, but a sender may need to wait until the expected delivery date plus seven working days before a compensation claim can be considered.

Where tracking has not updated or the parcel is significantly delayed, please contact Volcano Education through the contact method provided on the website.

Volcano Education will make reasonable enquiries with Royal Mail and keep the customer informed.

Lost orders

If Royal Mail confirms that an order has been lost, Volcano Education will offer an appropriate solution, which may include:

• Sending a replacement where stock is available; or

• Providing a refund.

The customer may be asked to confirm that the parcel has not been received and to provide any information reasonably needed for the Royal Mail claim.

As the sender, Volcano Education will normally make the claim with Royal Mail.

Damaged parcels

Customers should inspect their order promptly after delivery.

If an item arrives damaged, please contact Volcano Education as soon as possible and provide:

• The order number

• A description of the damage

• Photographs of the damaged item

• Photographs of the outer and inner packaging

• A photograph of the delivery label where possible

Customers should keep the damaged product and packaging until the issue has been resolved, as Royal Mail may require them as evidence.

Where a product is damaged in transit, Volcano Education will provide an appropriate replacement or refund in accordance with the Returns and Refunds Policy and the customer’s statutory rights.

Parcels marked as delivered

If Royal Mail tracking shows that a parcel has been delivered but it cannot be found, customers should:

1. Check the delivery photograph or tracking details.

2. Check any stated safe place.

3. Ask other members of the household.

4. Check with immediate neighbours.

5. Contact Volcano Education if the parcel remains missing.

Volcano Education will make reasonable enquiries with Royal Mail.

Missed delivery attempts

Where Royal Mail cannot complete delivery, it may:

• Leave the parcel in an agreed safe place

• Deliver it to a neighbour

• Arrange another delivery attempt

• Hold it for collection

• Provide instructions through the tracking information

Customers are responsible for following Royal Mail’s instructions to rearrange delivery or collect the parcel within the stated period.

Returned parcels

Where a parcel is returned to Volcano Education because it was:

• Not collected

• Refused

• Incorrectly addressed

• Undeliverable

• Not rearranged following a missed delivery

the customer will be contacted.

The customer may choose to:

• Pay the cost of sending the parcel again; or

• Receive a refund for the returned products, less any delivery costs that cannot lawfully be refunded.

This does not apply where the failed delivery was caused by an error made by Volcano Education or Royal Mail.

Separate orders

Where customers place separate orders, they may be packaged and dispatched separately.

Volcano Education cannot guarantee that separate orders will be combined or that duplicate delivery charges can be refunded.

Packaging

Products will be packaged with reasonable care to protect them during delivery.

Where possible, Volcano Education may reuse or choose recyclable packaging. Packaging appearance may therefore vary between orders.

Returns

This policy covers delivery only.

Information about unwanted, damaged, faulty or incorrect products can be found in the separate Returns and Refunds Policy.

Changes to this policy

Volcano Education may update this Shipping Policy when delivery services, charges or business arrangements change.

The version available on the website at the time of an order will apply to that purchase.