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Delivery & Shipping Options
Overview
Our statistics show that over 99% of all orders are received by our customers within their delivery expectations without complaint. For simplicity and no matter what the size or value of any order is, we implement a one time charge per order for deliveries within the UK. Even if we have to send a second or separate package, there is only one charge per order.
We allow you to make a choice of how you would like your order delivered. This will affect delivery times and insurance compensation in the unlikely event that your consignment be lost or delayed in transit. As we 'Back to Back' delivery services, receipt guarantees and insurance claim remedies by our carriers, we will only be limited to compensation of that offered by the carrier for loss, damage and delay.
UK postcode customers may choose from our Express, Premium, Priority, Timed, EarlyBird or Saturday services whilst European and International destinations benefit from our worldwide European Accelerated and International Scheduled services. Serving British Forces will be offered our ParcelForce BFPO Service.
Index
- 1. UK Services
- 2. Overseas Services
- 3. Important Notes
-
- What's Included In The Shipping Price?
- UK Next Day Delivery Options
- Loss, Delay & Damaged Goods
- A Signature Is Needed
- Can You Leave An Item Without A Signature?
- Refused Deliveries & Return to Sender
- Delivery Service Upgrades
- International Delivery: Identification Required?
- International Delivery: Import Duties
UK Express (5 Day Service)
- £4.95 per order, no matter what item quantity, value or package dimension
- No claim for loss until 15 days from shipping
- Delivery days Monday to Saturday
- You will need to collect from Post Office if no-one is available at delivery time to sign
- Item will be returned to us if not collected from Post Office within 5 days
- Proof of Postage and receipt available though no tracking service unless attempted or delivered
- 100% UK coverage
UK Premium (3 Day Service)
- From £6.95 per order, no matter what item quantity, value or package dimension
- 50% Money Back Guarantee of carriage for late delivery (Claims must be made within 10 days of shipping)
- No claim for loss until 15 days from shipping
- Delivery days Monday to Saturday
- You will need to collect from Post Office if no-one is available at delivery time to sign
- Item will be returned to us if not collected from Post Office within 5 days
- Proof of Postage and receipt available though no tracking service unless attempted or delivered
- 100% UK coverage
UK Priority (Next Day By 5.30pm)
- From £11.95 per order, no matter what item quantity, value or package dimension
- 50% Money Back Guarantee of carriage for late delivery (Claims must be made within 3 days of shipping)
- Up to £15,000.00 insurance for loss or damage (Unless left with no signature at your instruction)
- Delivery days Monday to Friday only
- Automatic redelivery attempt next working day if no-one in on original delivery day
- You will need to telephone your local depot if two failed delivery attempts
- Can offer a third delivery attempt at a charge of £4.95
- After 2 failed delivery attempts, parcel held at depot for 5 days, if not collected parcel will be Return to Sender incurring a fee of £9.75
- Option to leave in safe and secure location or with trusted neighbour without signature (at the discretion of the driver)
- Maximum 30KG in weight
- Real time computerised parcel tracking service
- Instant 'Proof Of Delivery' receipt with signature
- 100% UK coverage
UK Timed (Next Day By 1.00pm)
- From £12.95 per order, no matter what item quantity, value or package dimension
- Should the weight be in excess of 2KG, we reserve the right to upgrade shipment of your order to a courier service
- 25% refund of carriage if delivered late, but on the same day (Claims must be made within 3 days of shipping)
- 50% Money Back Guarantee of carriage if delivered next working day (Claims must be made within 3 days of shipping)
- No claim for loss until 15 days from shipping
- Delivery days Monday to Friday only
- You will need to collect from Post Office if no-one is available at delivery time to sign
- If not collected from the Post Office or depot within 5 days, your parcel will be Return to Sender incurring a fee of £9.75
- Proof of Postage and receipt available though no tracking service unless attempted or delivered
- 100% UK coverage
UK Early Bird (Next Day By 09.30am)
- From £19.95 per order, no matter what item quantity, value or package dimension
- 50% refund of carriage if delivered late, but on the same day (Claims must be made within 3 days of shipping)
- Full Money Back Guarantee of carriage if delivered next working day (Claims must be made within 3 days of shipping)
- Up to £15,000.00 insurance for loss or damage (Unless left with no signature at your instruction)
- Delivery days Monday to Friday only
- Automatic redelivery attempt next working day if no-one in on original delivery day
- You will need to telephone your local depot if two failed delivery attempts
- Can offer a third delivery attempt at a charge of £4.95
- After 2 failed delivery attempts, parcel held at depot for 5 days, if not collected parcel will be Return to Sender incurring a fee of £9.75
- Automatic redelivery attempt next working day if no-one in on original delivery day
- You will need to telephone your local depot if two failed delivery attempts
- Item will be returned to us on third delivery attempt
- Option to leave in safe and secure location or with trusted neighbour without signature
- Maximum 30KG in weight
- Real time computerised parcel tracking service
- Instant 'Proof Of Delivery' receipt with signature
UK Saturday Delivery
- From £12.95 per order, no matter what item quantity, value or package dimension
- Should the weight be in excess of 2KG, we reserve the right to upgrade shipment of your order to a courier service
- Full Money Back Guarantee of carriage for late delivery (Claims must be made within 3 days of shipping)
- No claim for loss until 15 days from shipping
- Delivery Saturday only
- You will need to collect from Post Office if no-one is available at delivery time to sign
- If not collected from the Post Office or depot within 5 days, your parcel will be Return to Sender incurring a fee of £9.75
- Proof of Postage and receipt available though no tracking service unless attempted or delivered
- 100% UK coverage
UK Customer Collection
- Just £1.95 per order, no matter what item quantity, value or package dimension
If you live or work close to our office and warehouse, you may purchase and collect your order from us within our normal office opening hours of Monday to Friday, 08.30am to 5.00pm. To enable this option, during the checkout process select to deliver to a different delivery address to that of the cardholder and enter "CUSTOMER COLLECT" in each of the address fields, using our RG14 5PX postcode and selecting United Kingdom. This will give an additional shipping option of 'Customer Collect'.
'Customer Collect' orders are processed as a priority and are usually available for collection within two hours of order receipt. Your order will be picked, packed and sealed to allow you to simply visit our offices and collect. Please telephone Customer Services on 0845 1300 818 to confirm your order is ready before you arrive.
It is important to note that we do not have the facilities to try on any costume or place any order at our offices. This is a collection service only and any returns or exchanges need to follow the correct procedure. We apologise, but no exceptions will be entertained.
What's Included In The Shipping Price?
A good question and one that we are often asked. Included in the price is suitable packaging materials to send your order plus the carrier charge to us. In addition, HM Customs and Excise dictate that as we provide a service by placing the goods in the packaging and shipping, all elements are subject to VAT, which is included within shipping costs to UK and European destinations.
UK Next Day Delivery Options
There is no need to telephone us if you require a next day delivery. All products for sale on our website will be shown in stock or awaiting delivery. If the item is in stock, simply add to your basket, check out with our either our UK Priority, Timed or Early Bird guaranteed services.
All orders accepted via these methods are alerted and escalated for immediate shipping the on day of receipt if placed before 4.00pm.
Orders received as UK Express will be shipped the same day or next day depending on the busyness of the day though should be delivered to you within 5 days. However and during peak trading times throughout the year (namely Halloween and Christmas), this may extend to a 7 day guarantee.
Please appreciate that we know how important your order is to you. All carriers collect from us at 5.00pm Monday to Friday. During busy seasonal periods, all Priority Service orders will leave us the same day, with Express orders being processed for shipping during evening shifts.
We know many people leave their purchase until the last minute and to manage your own expectation, if you need your parcel for a specific date, please select any of our Priority, Timed or Early Bird services. The reason we say this is that although service levels are guaranteed, remedy is simply a percentage refund of the shipping cost. If you do not receive your parcel in time, this will lead to disappointment and perhaps catastrophe for you.
Albeit in the minority, in reality parcels can sometimes be delayed. We are more than happy to refund shipping costs on such occasions, but we cannot remedy your frustration!
BFPO: British Forces Post Office
We have many satisfied British Forces customers serving in overseas territories and are therefore happy and able to deliver to BFPO addresses via our dedicated ParcelForce and BFPO service.
Parcels are delivered to Mill Hill in London on our Priority next day service and onwards to your own desination via the BFPO network itself.
Unfortunately we can only track and guarantee parcel delivery times to Mill Hill via the Civilian service. We ask that all BFPO customers allow sufficient time for receipt of goods, especially non European and distant geographies. Please visit the BFPOwebsite for more information.
For clarity and before placing an order with Jokers' Masquerade, we ask you to please read our important pages on Value Added Tax (VAT) for BFPO Customers via our Customer Services section.
European Accelerated
Due to the more flexible nature of this service, we can provide a ParcelForce Euro 48 services to Eire, France, Germany, Denmark, Luxembourg & Belgium at competitive prices and higher weight volumes compared to other Internaitonal carriers. Consignments are insured up to £150.00 and can be received within such major cities within 2 days or two to 3 days in more remote areas. Prices are as follows:
| Zone | Delivery Timescale |
|---|---|
| Zone 5 - Republic of Ireland (Eire) : 17.99 Euro | 2 - 3 Days |
| Zone 6 - Belgium, Luxembourg & Netherlands : £14.99 | 2 - 3 Days |
| Zone 7 - Denmark, France & Germany : £17.99 | 2 - 3 Days |
| Zone 8 - Italy, Spain & Portugal : £29.99 | 3 - 6 Days |
| Zone 8 - Greece : £49.99 | 3 - 6 Days |
| Zone 9 - Cyprus : £39.99 | 4 - 8 Days |
| Zone 9 - Rest of Continental Europe : £39.99 | 4 - 8 Days |
| Zone 9 - Andora & Turkey : £59.99 | 4 - 8 Days |
Compensation for any late delivery of our European Accelerated service is restricted to a maximum 25% of the shipping price paid. (Claims must be made within 10 days of shipping)
International Scheduled
Important Note: We are unable to ship to the USA or Canada.
Other worldwide destinations can expect deliveries within 4 to 9 days. All International orders are processed as priority for immediate shipment.
We base the price for our ParcelForce International Scheduled on a volumetric weight as well as dead weight. The price is based on an average parcel weight and size to all global destinations. Please note that should an order be too heavy or too large that equates in excess of our published price, we reserve the right to withold the order while we agree any appropriate additional fees with you. You will have the right to cancel the order if you feel any additional charge is too expensive. Prices are:
- Zone 10 - USA & Canada : Not Available
- Zone 11 - Far East & Australasia : £61.99
- Zone 12 - Rest of the World: £89.99
Please appreciate that prices to all parts of the world are not the same and although we try to keep the price as low as possible, remote destinations or heavy consignments will increase the cost. Please feel free to place your order and we will let you know if there is any problem.
Compensation for any late delivery of our European Accelerated service is restricted to a maximum 25% of the shipping price paid. (Claims must be made within 10 days of shipping)
Loss, Delay & Damaged Goods
Although Jokers' Masquerade is responsible for shipping and making any claim for compensation for loss or delay on your behalf, any claim will be limited to the maximum compensation allowed by the shipping method you choose. In respect of any shipment, all goods leave us in appropriate packing material and in a non-damaged state. Jokers' Masquerade themselves will not accept liability for any claim for non delivery of goods or items deemed Broken in Transit, though will happily claim compensation or replace goods where applicable via the appropriate carrier on your behalf.
A Signature Is Needed
All parcels leave Jokers' Masquerade with a tracking number and will need to be signed for. Please ensure that someone will be at the delivery address to sign for your goods. If you think you may not be at home, may we suggest you change your delivery address from the link on the left of this page to a work address or neighbour. Alternatively, select the "try a near neighbour" option above and if you are not in, we will knock next door.
Can You Leave An Item Without A Signature?
Many customers may wish us to leave the parcel at the delivery address with no signature if they are out. We are happy to do this and you may select the "leave at my property with NO SIGNATURE" option above. If you request we leave without a signature, this will be at the driver discretion at a place of his choice. For clarity and within our anti-fraud policy, if any parcel is left, then Jokers' Masquerade and the carrier disclaim any liability whatsoever for loss, damage or theft.
Refused Deliveries & Return to Sender
Subsequent to a second or third delivery attempt by our couriers, your parcel will be returned to us as "Return To Sender". Similar and should you refuse a delivery, this would be returned to us. Such returns will mean we incur an additional carriage cost for the parcel reach us. To this end, we reserve the right to apply a £9.75 return carriage and administration fee.
Delivery Service Upgrades
Should the weight of any UK Recorded Signed or UK Special Delivery consignment be in excess of 1 or 2KG respectively in weight, we reserve the right to upgrade shipment of your order to a courier service or ask for additional monies to cover increased postage costs where applicable.
International Delivery: Identification Required?
With the increasing amount of Internet based fraud, especially orders destined to many European and International countries, we need to make additional checks on such order transactions before processing and shipment. To this end, we require proof of identification including the residential address of the cardholder prior to shipping your order.
To ensure your order is handled quickly and efficiently, may we ask you to fax a copy of your credit card statement and signature to 0044 1635 573 077. This check confirms both your name, billing address and the card number. Under our Data Protection accreditation, please be assured that we destroy all faxed documents immediately after your order is processed.
These checks are a safeguard to both us the retailer and ultimately you the shopper and indeed any credit card holder. Please accept our apologies for any inconvenience though appreciate that this measure is benefit to all to safeguard all transactions.
International Delivery: Import Duties
It is very important to note a parcel may incur Import Duties if delivery is made outside of the EU Member States. It is not the responsibility of Jokers' Masquerade to pay such fees and any duties due to any country outside of the EU must be borne by the customer at arrival to their destination country. Should a customer not agree to this Duty upon arrival and reject the consignment, please be aware that although we will happily refund the cost of goods, we will not refund the cost of International shipment charges.