Shipping and Returns

Freedoms Shop aims to provide a variety of quality condoms and lubricants to our customers, at the best prices possible, and provide our customers with the necessary support, advice and resolution in any area of the ordering process.

Please refer to the information below on delivery options or if you need to return or exchange goods. If your questions are not answered here, please call the Freedoms Shop directly on +44 (0)20 7685 5977 or send us an email: freedoms.shop@nhs.net or by using the email form available on the Contact Us page.

Delivery Options and Time Frames

  • We can only deliver to UK addresses (includes Northern Ireland).
  • We can only accept payment from UK payment cards (includes types of payment card linked to PayPal accounts)
  • Orders received before 12: noon that are made with our free standard delivery service, are usually despatched that same day. Orders received after 12:00 noon that are made with our free standard parcel delivery service will be despatched on the next working day (Monday – Friday). Orders placed over the weekend with our free standard delivery service, and received at any time of the day over the weekend, will be actioned on the following Monday (with the exception of bank holidays) and usually despatched that day also.
  • Standard parcel delivery will be made by the carrier Royal Mail, sent 2nd class delivery. This can take between 3-5 working days to be delivered. Depending on the size of the parcel, Royal Mail may have to leave a card to advise your parcel has been taken to a local delivery office for you to collect if they could not fit it through your letterbox.
  • Next-day delivery now available for £3.99! Our Next-day delivery service requires the order to be made by 12:00 noon. Next-day deliveries will only be made Monday – Friday between 8:00am and 6:00pm. (NB: Next Day Delivery orders placed before 12:00 noon on a Friday will be delivered the following Monday, with the exception of Bank holidays; orders received after 12:00 noon on a Friday will be delivered on the following Tuesday).
  • Next-day delivery orders placed over the weekend will be treated as orders received before 12:00 noon on the following Monday (the next working day to the weekend, with the exception of Bank holidays) and will therefore be delivered on the Tuesday after the weekend.
  • Next-day delivery is a courier service using a carrier such as UK Mail, and will require a signature, so please choose a delivery address where someone will be available to receive the parcel between those delivery times. The courier will make a delivery attempt 3 times before returning the parcel to our warehouse if they are unable to deliver because nobody is available to sign for the delivery. This return process can take up to 10 days from final failed attempt to deliver. Once returned to us we can attempt to re-send the parcel to you, perhaps asking you for an alternative delivery address where someone will be available to sign for it.
  • In the unlikely event that your order cannot be fulfilled within the standard processing time, we will contact you to advise of any delivery delay and subsequent revised delivery date, or where applicable, substitute goods, or offer a refund and removal of affected item from your order if you have ordered multiple items, so that the remainder of your order can be despatched to you as soon as possible.
  • Freedoms Shop only accepts orders once it has delivered the goods. The processing of a payment and acknowledgement of an order does not constitute a legally binding contract.


Order Errors

Please check your order carefully before giving a final confirmation, as due to the fast turn-around at our warehouse of the orders being picked and despatched, we cannot cancel an order that has already been despatched, if you –

· Choose the wrong product to purchase

· Enter the wrong or incomplete Delivery Address

This is particularly important for orders placed over the weekend when there is no staff to be contacted about errors made, and the weekend orders are processed early Monday morning at our warehouse. There is no opportunity to make item or address changes to orders.

To begin with -

If you have chosen the wrong product when ordering, please refuse the delivery so it can be sent back to our warehouse (return address does appear on the parcel label - Sku Solutions) and an opportunity to amend the order can be made once we receive the order back. This may take up to 10 working days.

If you have accepted the delivery and upon opening it have discovered you have ordered the wrong product, please contact us via email: freedoms.shop@nhs.net or phone +44 (0)20 7685 5977, and please return the product to us at your own expense (return address below). Upon receipt of the product we will be able to send you the product you meant to order, and work out any cost difference between the products with you. Any re-sends of this nature will be processed as FREE standard parcel service, 2nd Class, Royal Mail (3-5 working days for delivery).

We would like to do as much as we can to assist in, and resolve any case of error, so please contact us via email: freedoms.shop@nhs.net or Phone +44 (0)20 7685 5977 to report the error and give us the opportunity to advise on an appropriate course of action.

Your Obligations When Returning Goods

Any order errors and need for returns must be reported to Freedoms Shop in writing via email: freedoms.shop@nhs.net or using the email form on the Contact Us page of the website, within 7 days from ordering, or 8 Days from receiving your order.

You are responsible for the safe return of incorrect or unwanted goods. Goods should be returned undamaged within 30 days of advising us of any issue, with their original packaging. If you fail to return the goods and Freedoms Shop is forced to make arrangements for collection, we will charge you the direct cost of recovery. If you return the goods with insufficient postage, Freedoms Shop will charge you any postal fees incurred in accepting the package.

You have a statutory duty to retain possession of the goods and take reasonable care of them. For hygiene and safety reasons, we request that you do not open or handle any of the goods received beyond the outer mailing packaging eg. the outer plain box your goods were sent in, or the outer padded mailing bag or envelope your goods were sent in, if you intend to make a return, either because of error on your part or our part. The packaging of products distributed by us should allow you to clearly see the name of the product for identifying if it is what you had ordered or sent in error, with out you needing to open the products packaging.

Return Address

Freedoms Shop c/o SKU Solutions
SKU House, Europa Business Park
Stratton St Margaret
Swindon
Wiltshire
United Kingdom
SN3 4ND

Returning Faulty Goods or Incorrect Orders

In the unlikely circumstance that your order is damaged or the goods are faulty, please contact us via email: freedoms.shop@nhs.net or phone +44 (0)20 7685 5977 as soon as possible after receiving the goods. A full refund will be offered for faulty goods and Freedoms Shop will refund the cost of returning goods or arrange for the goods to be collected.

Where the goods received are either incomplete or incorrect as per what was ordered,please contact us via email: freedoms.shop@nhs.net or phone +44 (0)20 7685 5977 as soon as possible after receiving the goods. Freedoms Shop will dispatch any missing items and refund the cost of returning any incorrect items. Alternatively, you may return the order for a full refund, in which case Freedoms Shop will refund the cost of returning the goods.

Refunds

When a refund(s) is offered, it can only be made to the payment card which was used in the original purchase of the goods. The refund is usually processed on the day it is requested by us, but we are advised by our payment providers that any refund(s) may take up to 48 hours depending on your bank's processing times.

For payments made using PayPal, when a refund(s) is offered, it will be made to your PayPal account, not to the payment card attached to your PayPal account, so you will need to check your PayPal account for the funds, and transfer them to any linked bank account if necessary.

Your statutory rights are not affected.


Discreet Packaging

All orders are sent in discreet, plain envelopes or boxes which DO NOT contain any reference to "The Freedoms shop" See sample picture of an envelope, so you can see how your order will arrive.