Welcome to 18 Clues! As you haven't bought from us before, please select the POSTAL delivery format option at checkout for your first order. We will then send a Welcome Card with tips, offers and other information with your first Challenge(s). For subsequent orders, you will be able to choose between POSTAL or PDF Download.
Delivery Information
1. Shipping Information
1.1 18 Clues Limited ('18 Clues') currently only ships within the United Kingdom.
1.2 All of our Postal orders are shipped via Royal Mail:
1.2.1 The PP&H fee for 1st Class is £1.80. Your order will usually be delivered 1 - 2 business days, including Saturdays, provided that your order is placed before 12 noon.
1.2.2 The PP&H fee for 2nd Class is £1.00. Your order will usually be delivered within 2 - 4 working days, including Saturdays, provided that your order is placed before 12 noon.
1.3 Postage charges are the same for anywhere in the United Kingdom. Orders to the Highlands and remote islands of the United Kingdom may have different delivery times to that stated above.
2. Delays
2.1 We will make sure, as far as reasonably practicable, that your order is delivered in accordance with the above timeframes. Please note that we will not be responsible for any orders that are delayed by events which are beyond our reasonable control, such as poor weather conditions or industrial action.
2.2 If you have not received your order within the anticipated timeframe, you may contact us by email on:
info@18clues.co.uk
2.3 If you believe your order has been lost, please consult the relevant section below.
3. Lost or Damaged Goods
3.1 The goods you have purchased will usually remain at our risk until delivery, in accordance with consumer laws. In the event that your order is lost or has been damaged in transit and the fault rests with the courier, we will usually make sure that you are either refunded or that replacement items are provided.
3.2 There are however some circumstances where we cannot be held liable for lost or damaged orders.
3.3 You must also take all reasonable steps to ensure the safe delivery of your order by doing the following (we cannot accept liability for lost or damaged orders where you fail to reasonably take the below above steps):
3.3.1 providing the full and accurate delivery address when you place your order;
3.3.2 providing any further relevant delivery instructions;
3.3.3 engaging with any requests made by the delivery company for information;
3.3.4 collecting your order from any drop-off point within any required timeframe imposed by the courier.
3.4 We will usually make enquiries with the courier to establish whether an order has been lost in transit. Upon confirmation that the order has been lost, we will typically commence the process of issuing a refund or a replacement order.
3.5 If you would like to return an item because it has been damaged in transit please contact us on the email listed in 2.2 above.