SHIPPING & REFUNDS

LATEST HERMES COVID-19 UPDATE

As key workers, the couriers at Hermes are working hard to deliver items right across the country to help people adhere to social distancing and stay at home, as per Government advice. The team are in regular contact with them to update with all procedures, providing them with PPE; and this is being met positively across the country. Please find some helpful information and instructions from Hermes, our core delivery service in the UK, below:

  • We are making some changes to the way our couriers deliver parcels to offer ‘contact-free delivery’ right to everyone’s doorsteps. These include:
    • Asking customers to choose a safe place for deliveries. Anybody due to receive a parcel should visit the tracking section and choose ‘divert’ to select a safe place. This can also be done through our app, within the MyPlaces section.
    • If a safe place hasn’t been chosen but there is somewhere safe to deliver the parcel, then couriers will leave it there, even when there is someone in the property. A photo will be taken and this will be included in the delivery notification email.
    • For parcels requiring a signature and in line with our contact-free delivery approach, we will continue to sign on behalf of customers when a signature is required. This happens when a customer has given their name when answering the door – with the courier always remaining at least two steps away. When your parcel has been signed for on your behalf, you will not see this on your email notification but will instead be sent a GPRS confirmation and verification that a signature has been received.
    • If there is no safe place available, please be assured that we will always attempt delivery 3 times.

For the latest updates head here.

WRONG ADDRESS DISCLAIMER

It is the responsibility of the buyer to make sure that she or he enters the address correctly. Please ensure the address you are entering is complete and accurate, as we cannot be held responsible for packages shipped with insufficient or undeliverable addresses.

Dirty Works will begin to process your order immediately after you click the PLACE ORDER button. Our system processes orders immediately to distribute products quickly and accurately, therefore we are unable to modify details or cancel an order once it is submitted. There is an opportunity to review the shipping details before committing to placing the order, please review these carefully to ensure they are accurate and correct.

UK DELIVERY

We use Hermes 48 as our delivery service. Our standard delivery rate is £3.50 but if you spend over £15 this is complimentary.

You should receive your item within 2-3 working days. As postal delays can sometimes happen, we are unable to investigate any UK orders that have failed to arrive until 8 working days have elapsed from your order being placed. if this is not the case then please let us know by contacting [email protected].

Please note: if there is no answer at the door when Hermes attempt to deliver your parcel, they will attempt to leave it in a safe place (including outside of the property). It is the customer’s responsibility to make sure that they are in when the parcel arrives. We are unable to accept any responsibility for damage or loss as a result of the customer not collecting the parcel directly.

RULES & RESTRICTIONS

Please allow two additional days for deliveries to Scottish Highlands, Aberdeen, Northern Ireland and other rural areas. Please note that some deliveries to Northern Ireland could be delayed by Irish Customs. We apologise in advance for any inconvenience this may cause our customers. Unfortunately for select post codes in specific rural areas we may offer limited delivery options. You will be notified of this at checkout. Orders are processed for delivery on working days only (Monday through Friday, excluding Bank Holidays).

We will take all reasonable care to deliver to the address given. However we will not be liable for non-delivery or misdelivery as a result of incorrect data entry. To ensure that there are no mistakes with addresses and to check that our delivery company has all the correct details, please double check at the checkout stage.

We are unable to process orders to a P.O Box address.

INTERNATIONAL DELIVERY

Please note, we send all international parcels (outside of the UK) on a tracked service as standard for complete customer satisfaction.

A breakdown of relevant pricing for all countries can be found below (scroll to see all costs):

£7.89*£12.78£17.60£21.84£26.47£31.78£37.28£46.77£57.76£66.28£86.63 
GERMANYAUSTRIASOLOMON ISLANDSALBANIAGIBRALTARFIJINEW CALEDONIAPAPUA NEW GUINEAGREENLANDHONDURASCOMOROS 
NETHERLANDSPORTUGALANGOLAMEXICOICELANDVANUATUFRENCH GUIANA   COOK ISLANDS 
FRANCESPAINMYANMARNIGERIAKAZAKHSTAN GUADELOUPE   FALKLAND ISLANDS 
BELGIUMFINLANDTRINIDAD AND TOBAGOVENEZUELASAMOA MARTINIQUE   GRENADA 
LUXEMBOURGCZECH REPUBLICIRAQZIMBABWESOUTH AFRICA MAYOTTE   LIBYAN ARAB JAMAHIRIYA 
DENMARKCROATIAANDORRAGHANAKIRIBATI REUNION   SAINT KITTS AND NEVIS 
MONACOHUNGARYPAKISTANBURUNDIUZBEKISTAN SAINT PIERRE AND MIQUELON   SAINT VINCENT AND THE GRENADINES 
ITALYSLOVAKIALIBERIASAINT MARTINETHIOPIA     TONGA 
 SLOVENIASIERRA LEONEDOMINICAN REPUBLICQATAR     VIRGIN ISLANDS. BRITISH 
 ESTONIAGREECETANZANIA. UNITED REPUBLIC OFDOMINICA     WALLIS AND FUTUNA 
 SWEDENEQUATORIAL GUINEANORWAYRUSSIA       
 POLANDGUATEMALABONAIRE, SAINT EUSTATIUS AND SABASAO TOME AND PRINCIPE       
 IRELANDPHILIPPINESCURAÇAOPARAGUAY       
 LITHUANIAMALTAGABONTURKMENISTAN       
 LATVIAHAITIPERUKYRGYZSTAN       
 INDIAAUSTRALIAUNITED ARAB EMIRATESFRENCH POLYNESIA       
 ROMANIASAN MARINOGUINEABOLIVIA       
 BRUNEI DARUSSALAMSURINAMEJAMAICAMONGOLIA       
 KOREA (SOUTH)SWITZERLANDZAMBIA        
 BANGLADESHBERMUDACOSTA RICA        
 NEPALGUERNSEYSINGAPORE        
 CANADAJERSEYCAYMAN ISLANDS        
 INDONESIAAFGHANISTANGUYANA        
 CHINABURKINA FASOLIECHTENSTEIN        
 MALDIVESIVORY COASTMACAO        
 ANTIGUA AND BARBUDAVIETNAMMALAYSIA        
 CAMBODIATAIWAN. PROVINCE OF CHINABELARUS        
 SEYCHELLESARMENIAJORDAN        
 THAILANDNAMIBIAECUADOR        
 UNITED STATESSWAZILANDBAHRAIN        
 CYPRUSBOSNIA AND HERZEGOVINAUKRAINE        
 MALICOLOMBIAOMAN        
 ANGUILLASERBIAALGERIA        
 SRI LANKATAJIKISTANPUERTO RICO        
  NICARAGUALESOTHO        
  BULGARIACAPE VERDE        
  TURKEYGEORGIA        
  CAMEROONMOROCCO        
  EGYPTGAMBIA        
  LEBANONMAURITANIA        
  SAUDI ARABIATOGO        
  RWANDANEW ZEALAND        
  MONTENEGROKENYA        
  ARUBASUDAN        
  BARBADOSMOZAMBIQUE        
  ARGENTINAERITREA        
  NORTH MACEDONIAMOLDOVA        
  GUINEA-BISSAUPANAMA        
  SENEGALUGANDA        
  MALAWIURUGUAY        
  SAINT LUCIACONGO        
  MAURITIUSBELIZE        
  BAHAMASAZERBAIJAN        
  CUBABENIN        
  JAPANBRAZIL        
  CENTRAL AFRICAN REPUBLICNIGER        
  HONG-KONGBOTSWANA        
  ISRAELFAROE ISLANDS        
  TUNISIACHAD        
   DJIBOUTI        
   MADAGASCAR        
   CHILE        
            

Please note: The weight restriction for all international orders is 2kg. Some countries may incur additional customs charges, which will have to be covered by the customer.

We usually expect international deliveries to take anywhere between 10-15 working days to arrive, however, as postal delays can sometimes happen, we are unable to investigate any orders that have failed to arrive until 18 working days have elapsed from your order being placed. If this is the case then please let us know by contacting [email protected].

Sadly, at this moment in time we are unable to deliver to the following countries: Åland Islands, Antarctica, Belau, Bouvet Island, British Indian Ocean Territory, British Indian Ocean Territory, Christmas Island, Cocos (Keeling) Islands, French Southern Territories, Heard Island and McDonald Islands, Iran, Laos, Nauru, Niue, Norfolk Island, North Korea, Northern Mariana Islands, Palestinian Territory, Pitcairn, Saint Barthélemy, Saint Helena, Somalia, South Georgia/Sandwich Islands, South Sudan, Svalbard and Jan Mayen, Syria, Timor-Leste, Tokelau, Tuvalu, Vatican, Western Sahara and Yemen.

Unfortunately due to international shipping restrictions, our fragrance and gift product categories are only available to UK customers. Read more about hazardous goods shipping here.

RETURNS & EXCHANGES

We hope that you are pleased with your order. However, if for any reason you are not entirely satisfied or you otherwise wish to cancel your order, you may return any unopened and unused items within 30 days of delivery for a full refund (excluding shipping costs) or alternatively for an exchange. All that we ask is that the returned product and packaging is sealed, hasn’t been used and is in a re-saleable condition as we will not be able to offer a refund/exchange for any goods that have shown use.

If you need to return something please notify us immediately by emailing [email protected].

If you require a refund we will refund the price paid by you for the goods (excluding the initial standard delivery charge) within fourteen (14) days of receiving your returned goods, provided that you have returned the goods to us within 30 working days of delivery to you or your notifying us of cancellation.

Refunds will only be made against the original credit/debit card used.

If you cancel your order but do not return such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.

You are responsible for the shipping costs incurred when sending the products back to us unless faulty. Please retain your postal receipt until you are certain your parcel has been safely received by us at Dirty Works. We prefer returns shipping via a recorded delivery method so your parcel can be tracked and delivered safely, we may need to see this if we fail to receive your package.

DAMAGED/FAULTY/INCORRECT ITEMS

If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund.

Please notify us immediately by emailing [email protected]. To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection by the carrier.

This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location.