Deliveries & Returns
Delivery Policy
Last updated January 2nd, 2025
At Boot Buddy Ltd, we aim to deliver our custom-made car boot liners and accessories promptly and efficiently. Please review the following details regarding our delivery process, costs, and timelines.
Christmas Break Delivery Process
Happy New Year from us all at Boot Buddy Ltd! Estimated delivery times have now resumed.
- Any order placed from Friday 20th December will have estimated delivery times starting from 2nd January.
- Any order placed after 5th December and not dispatched before closing time on 20th December will have estimated delivery times of 3 weeks, excluding Christmas break (20th December-2nd January)
- From 2nd January, production will resume as usual, with the oldest orders first.
- All December orders benefit from our Christmas Extended Return Policy, allowing returns up to 31st January 2025.
Delivery Process
Delivery will be arranged once payment has been processed and your goods have been manufactured. Our standard delivery times are as follows:
UK Orders: Delivery typically occurs within 10-15 working days after your order is placed.
International Orders: Delivery usually takes between 15-20 working days, depending on the destination country.
Orders are delivered via a courier service, usually Parcelforce for the majority of orders. Once dispatched, we will provide tracking information to allow you to monitor your shipment.
We cannot request that your shipments are left outside of premises unattended, as they require a signature.
Delivery Costs
Standard Delivery: The cost of standard delivery will be calculated at checkout based on your location.
Express Delivery: If available for your order, express delivery may be selected at checkout for an additional charge, typically £20 extra for UK orders. This service ensures faster delivery, though it is subject to availability depending on the item.
International Delivery: Shipping costs for international orders will vary based on the destination. All international shipments are subject to the applicable shipping fees displayed during checkout.
Express Delivery
Express delivery is an optional service that ensures your order is delivered faster than the standard timeline. If you choose this option, the extra fee for express delivery will not be refunded if the order is returned or cancelled, but you will be refunded the equivalent standard delivery cost.
Delivery Delays
In rare cases, if there are unforeseen delays in manufacturing or shipping, we will update the expected delivery times on our Latest News page. For significant delays, we will contact you directly to inform you of the updated delivery timeline.
Boot Buddy Ltd is not liable for any delays caused by external factors such as customs, courier issues, or other circumstances beyond our control.
International Orders
While we welcome international orders, please note that our products are specifically designed for UK-specification vehicles. We cannot guarantee that products will fit vehicles sold outside the UK, and international orders are placed at the customer’s own risk. Any additional customs fees, taxes, or duties are the responsibility of the customer.
Receiving Your Order
When your order arrives, please inspect the goods before use. If you notice any damage to the packaging or products, report it to us immediately. If an incorrect item has been sent, it must remain in its original packaging and condition for exchange. If a collection is being organised by us, we will require the box size and weight to book this.
Contact Information
If you have any questions or concerns about your delivery, please contact us at customerservice@boot-buddy.com or call 01299 822230.
Returns Policy
Last updated October 16, 2024
At Boot Buddy Ltd, we are committed to providing our customers with the best possible products. However, if you are not entirely satisfied with your purchase, you have the option to return it within 14 days of receiving the product for a full refund.
Cancellations
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods for a full refund, including delivery costs. To cancel, notify Boot Buddy Ltd in writing via email or post, and return the goods unused and in original condition at your own expense. Proof of postage is required.
If the item has a protective film, it must remain intact for a full refund. Removing the film reduces the refund by 50%. Items must be returned within two weeks of cancellation, securely wrapped in original packaging. Personalised items can only be refunded if there is a manufacturing fault.
Return Process
To arrange a return, please contact us via email at customerservice@boot-buddy.com with your order confirmation number, full name, contact number, and a reason for the return.
You will be responsible for return shipping charges unless the item is faulty or there was an error on our part. We recommend using a tracked and insured shipping service for returns.
Return Address:
Boot Buddy Ltd
Unit 9 Wilden Industrial Estate,
Wilden Lane,
Stourport-on-Severn,
Worcestershire,
DY13 9JY
United Kingdom
Handling Charges
Please note, handling charges may apply depending on the circumstances of the return. Our customer service team will provide details during the return process.
Refunds / Exchanges
Once we receive and inspect your returned item(s), we will process your refund or exchange within fourteen (14) working days. You will be notified via email when your return has been processed.
If your item was returned due to a fitting or manufacturing fault, Boot Buddy Ltd will cover the cost of return shipping. If a replacement product is requested, we will correct the fault and send the item at no additional cost.
Faulty or Incorrect Items
If you wish to cancel your order and request a refund because you believe there to be a fitting or manufacturing fault you must do so in writing or via email. In this instance please tell us the reason why you are cancelling the order and requesting a refund. Under the Consumer Rights Act 2015 you have 30 days after receiving your order to request a refund for faulty products.
Any goods received with a protective film must have this still intact for a full refund. Removal of this protective film automatically incurs a 50% reduction of the full refund amount per product.
If you believe there is an issue with the fitting of the products please provide these details along with some photographs. We request:
1) a photograph of your item fitted
2) a photograph of your boot without any item fitted
3) a photograph showing the fitting issue
4) if the product is a VersaLiner please send a photograph of the base and sides of the VersaLiner in your boot without the back panel.
After assessing the information we will then contact you to discuss the matter. Where items are faulty or there has been an error on the part of Boot Buddy Ltd, we will pay the cost of returning the goods. This may be us arranging collection of the goods or you paying to send goods back and we reimbursing you. Where possible, we will also offer a replacement product with the fault corrected as an alternative to a refund. If we have sent an incorrect item and an exchange is required, the item must be in original resellable condition to be eligible for this.
Boot Buddy Ltd reserve the right to determine what classes as a faulty item and what classes as non original condition. If it is decided that we will arrange the collection at our cost, it is the responsibility of the customer to ensure that someone is available for collection from the agreed address on an agreed day for collection. If the collection is unsuccessful due to no one being available on the agreed day or due to the parcel being left unattended, the responsibility of returning the item will then be the customers - even if the item is faulty. Boot Buddy Ltd will not be held responsible for any loss of items left unattended for couriers.
Exceptions
Boot Buddy Ltd will not be responsible for incorrect product or vehicle selection. For faulty and/or personalised goods, contact us immediately, and we will assess the issue for a potential refund, alteration, or replacement.
International Orders
Please note, Boot Buddy Ltd products are designed for UK-specification vehicles. International orders are placed at the customer’s own risk, and we cannot guarantee fitment in vehicles sold outside the UK.
Contact Information
If you have any questions or concerns about returning an item to us, please contact us at customerservice@boot-buddy.com or call 01299 822230.