Online Shop FAQs
How do you ship orders?
We use Royal Mail to ship orders* and they are sent via standard First Class delivery.
We currently only ship orders within the UK.
Our shipping pricing structure is:
0 - 250g
Orders over £50
*Please note the Pennine Bridleway Finger Blades are sent via Hermes - the postage is included within the product price.
When will I receive my order?
Due to current socially distanced working practices we aim to despatch orders within 7-10 working days but please be aware there may be an additional delay. We will get in touch if that is the case and advise you of the expected despatch date.
Has my order been despatched yet?
When your order leaves us, a second email is generated to confirm this – if you don’t receive an email within 10 working days, please contact us on firstname.lastname@example.org. Emails are monitored Monday – Friday during office hours.
What should I do if my order isn’t delivered?
If your order has not been delivered within the timescale, please email email@example.com
Remember to include your order number and your full name within your message as this will help us speed up the search for your order.
What should I do if an item is missing from my order?
If an item is missing from your order, please email firstname.lastname@example.org and let us know exactly what is wrong with your order. Please remember to include your order number and full name within your message as this will help us speed up the search for your order details.
Our returns policy
We hope you will be happy with your purchase. However if you change your mind, our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately we can’t offer you a refund or exchange. This does not affect your statutory rights.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Are there any products that can’t be returned?
We can’t offer refunds or exchanges, unless faulty or not as described, on the following items:
- Perishable goods such as food.
- Sealed audio or sealed video recordings, once these products are unsealed after you receive them.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any order for services relating to the supply of national park events and activities where the services provide for a specific date or period of activity.
- Some health and personal care items.
- Books with obvious signs of use.
- Any item that is returned more than 30 days after delivery/purchase (save where faulty or damaged).
- Sales items.
- Gift vouchers.
How to return an item:
Returns may be made within 30 days of receiving your purchase/order:
- by mail to:
Yorkshire Dales National Park Authority, Retail Department, Colvend, Hebden Road, Grassington, North Yorkshire, BD23 5LB
Remember to include your order number and your full name within your message as this will help us speed up the search for your order;
Please ensure the item is in its original condition with proof of purchase and we’ll exchange or refund it. Unless faulty, this should be within 30 days of receiving your order. By original condition, we mean unused and in its original packaging with labels.
To ensure the safe return of your items and the correct allocation of the items against your account at our fulfilment centre, please follow the guidelines below:
- Please include your delivery note or receipt.
- Please indicate why you are returning the item.
If you don’t have the delivery note, please include a piece of paper with the name of the person who purchased the items, their email address, telephone number, the order number and the reason for the return.
Please ensure that any items to be sent back are returned securely. If you are shipping an item over £20 you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee and we won’t be held liable if we don’t receive your returned item.
Except where you have returned the products because they are incomplete, faulty or mis-described, you will be responsible for paying your own shipping costs for returning your item. If you receive a refund, the cost of original shipping will be deducted from your refund.
This 30-day returns policy does not affect your statutory rights, or limit your remedies in respect of items that are damaged, defective or incorrect. Please see below for details about returning a damaged, defective, or incorrect item.
Refunds (if applicable)
Online returns – Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed, a credit will automatically be applied using the same payment method as was used to purchase, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again or credit card company. It may take some time before your refund is officially posted. There is often some processing time before a refund is posted (up to 21 days).
If you have done all of this and you still have not received a refund, please contact us at email@example.com
What should I do if I’ve received a faulty or incorrect item in my order?
Returning a damaged, defective or incorrect item:
- If the item was damaged in transit:
- email our team – firstname.lastname@example.org
- You may be required to return the item to our online team for exchange or refund.
- If the item is defective:
- email our team – email@example.com
- You may be required to return the item to us. You have the right to return a faulty item within a reasonable period of time. Please keep any warranty information that accompanies your item as this may be needed should there be a fault.
If we sent you an item you did not order (an “incorrect” item):
- please email firstname.lastname@example.org