Delivery and Returns Policy
Contactless Delivery
In consideration of the current global pandemic, we are offering free, contactless delivery to the following areas only; Walton on Thames, Hersham, Oatlands, Weybridge, Addlestone, Byfleet, Molesey, Esher, Shepperton and Cobham.
We aim to deliver your purchases to you as soon as possible, but in the event that the total cost of your order is under £10, we reserve the right to wait until we have a number of deliveries to make to your area. This strategy is designed to optimise time and fuel usage, which we feel is necessary to avoid asking you to pay a delivery charge. In any event, delivery wait time should not exceed five working days.
We would prefer not to use a third party delivery service at this time. However, if you would prefer delivery to be made by a third party – such as Royal Mail or other – then we will expect you to cover the cost of such a service. Please contact us for individual requests.
We will adapt our delivery policy as and when social distancing restrictions are lifted.
Collection
Collections can be arranged ahead of time, to be picked up from our premises in Byfleet. If you choose to order online and collect in store, we would ask that you contact us to arrange a time for us to be ready for you. If you prefer not to enter the store during this pandemic, then we can bring your items out to your car – see our “about” page for details on where to park.
Returns
We hope you love everything you buy from Alchemy, however we do accept returns within 14 days of receipt of your order. Unwanted items should be returned to us in the same condition as you received them, complete with our original packaging. If you are unhappy with your item please contact us as soon as possible so that we can arrange a mutually satisfactory return. Once the returned item has been received by us in its original condition, we will then arrange your refund.
Damaged or Faulty Items
In the unlikely event that your order arrives damaged or not in the condition you were expecting, please contact us within 24 hours of receipt so that we can arrange the return and, if appropriate, a replacement. Please note that many of our items are either handmade or vintage and therefore carry characterful imperfections which we believe add to their charm!