Delivery & Returns

Delivery Information

Most of our products can travel via a standard shipping agent and delivery can be calculated by our website. Delivery dates suggested on our website are a guide based on the package being collected that day. Depending on when your order is received, some couriers may not be able to collect that day, or sometimes even the next. Delivery timescales do not include Saturdays, Sundays or Bank Holidays, nor do they include the day you placed the order and are subject to individual courier terms and conditions. Unfortunatley delivery timescales are not guaranteed and we do not give refunds for failed delivery's when the courier is at fault.

Some products tend to be larger than your average courier delivery service can cater for. Therefore, items too large for standard shipping agents will be personally accessed to find the cheapest delivery method. Please place you order in the usual way and we will contact you with a shipping quote. If you are happy with the delivery cost we can take the additional payment via Credit card, either via our online payment scheme or over the phone. Once we have received payment, your order can be processed and dispatched. Your order can be cancelled at any time prior to dispatch but once dispatched we cannot alter the transaction. For more details see our returns policy.

All our shipping agents may require a signature upon delivery – please keep this in mind when advising of your delivery address and the day you request for delivery. Items returned to us via our shipping agent as 'unable to obtain a signature' or 'unable to deliver' would be fully chargeable. Please notify us, at time of order, of any access issues relating to the delivery address. The acceptance of a delivery must be made by someone over the age of 18.

All shipping costs are none refundable once the goods have left our premises.

Returns Information

In the unlikely event that you are not entirely satisfied with our products or service or the product you ordered is damaged or lost in transit, please contact us immediately so that we can rectify the situation. We can be contacted on 0845 2600 899 or email at info@brandonthatchers.co.uk

If you are in unsatisfied with any item you ordered, please return it within 14 days of the date of receipt and we will issue a refund or send you a replacement. All we ask is that it is in as new condition, unused and in original packaging and fit for resale. Unless the goods are faulty, all returns are at the expense of the customer.

If an item you ordered is out of stock we will notify you immediately and offer a suitable alternative. If this is not acceptable to you, we will offer a full refund.

Under Consumer Regulations you have the right to cancel your order as long as you do so no later than 14 days after the day on which you receive the goods or service.

Your right to cancel does not apply to bespoke, made to order & cut to order items.

For all returns please ensure your name, address and contact telephone number are inside the parcel.

Please send your returns to the address below:

Brandon Thatchers Film Services Ltd
Returns Dept.
Unit 3A Burnt Thorns
Kilsby Lane
Rugby
Warwickshire
CV21 4PN

Safety

Many of our materials are natural & unprocessed which have been grown in a field and stored in a farm environment. They WILL therefore have come into contact with mice and other vermin, not renowned for their hygiene.

It will also contain Dust, Pollen & Mites which can agitate allergies like Hay Fever & Asthma.

When dry, they can be brittle and can cause splinters so you should always wear gloves when handling. Only use it in a well-ventilated environment.

You should wash your hands thoroughly after being in contact with them.

Unless otherwise specified our materials are NOT Fire Retarded and are highly flammable.

You should keep them away from heat and any source of ignition including open fires and grinding sparks. We do offer Fire Retarding as an optional extra and also as a DIY product. Call us for details 

Packaging & Our Environmental Statement

As a company who specialises in natural materials, we are very aware of the environmental impact of packaging and particularly plastics. We are constantly looking to reduce our use of single-use plastics and try to minimise them where possible. Unfortunately, we cannot completely cut them from our business at this time. Due to the larger size items we send, and the haulage companies we use, it is often necessary or insisted that certain materials are used to secure the loads for safety. We are however constantly looking at ways to minimise the impact on the environment.

In respect to smaller or residential deliveries we do wherever possible deliver in recyclable cardboard and paper packaging or reuse packaging if appropriate. It is very important that our customers receive their products safely and thus a decision must be made on what is the best packing solution.

Where requested, we can provide a minimal plastic use packaging service and urge all our customers to re-use their packaging or recycle where possible.

When sourcing materials we try to work with suppliers who source ethically and work closely with their local communities.