Delivery Information

All products are shipped discreetly in a brown box with absolutely no indication as to the contents.

We subsidise all the UK delivery charges, so you actually pay less than what it is costing to dispatch goods.

Goods that are in stock are dispatched within 24 hours, Monday to Friday. If for any reason we are out of stock, we would expect to dispatch the goods in about 12 days but realistically this is much quicker. If there is a manufacturing delay with any products you will be notified by email as soon as we are aware.

*Cut off for overnight delivery choices is 3pm, if we can we will dispatch up until 4pm.

We use Royal Mail and DPD courier for postage handlers.

Royal Mail UK & Worldwide Parcels:
Goods are sent on your choice of shipment unless the weight is over 2kg then goods are sent via DPD shipping rates apply. If you are not in when your parcel arrives they will keep the package at their local depot for 7 days enabling them to pick it up. After 7 days the parcel then returns to us.

DPD
If you are using this service please provide an email address and mobile number. DPD will contact you by text or email to notify you of a delivery time and date. If this is not convenient, you have the option to change it. DPD will attempt delivery 3 times – if they are still unsuccessful after this time the parcel is returned back to us. In some rare cases, DPD may not deliver the next day. But is 99% next day service.

BFPO (British Forces Post Office):
Goods are dispatched on Royal Mail Tracked.

>Note: You may receive an order going to a BFPO address. The address may contain an overseas country. This does not matter. All BFPO parcels are delivered to a central office in London and then distributed overseas by the Army. When dispatching these orders please select BFPO from the drop-down country list.

UK Postage – Up to 2kg of Goods:

Royal Mail Tracked48 Delivery
Royal Mail Tracked24 Delivery
Royal Mail Overnight Delivery
These services will provide a tracking number and can be tracked at any stage of the delivery process. This service also is insured and requires a signature.

Royal Mail First Class Delivery
Royal Mail Second Class Delivery
These services are available for low-cost orders making postage a lot more affordable, we don’t recommend using this delivery service for high-value orders. If a parcel is lost there is no insurance available for this service or tracking information once the parcel leaves our warehouse. Any loses will have to be replaced at your cost.

Courier Charges – Up to 30kg of Goods:

DPD Classic Next Day
Delivery service with a 1 hour delivery window – Weight up to 30kg per parcel
(Deliveries are between 8am-6pm Mon-Friday). Includes a Text/email notification.

Remote Location Delivery Charges
Remote locations in Scotland, Channel Isles, Isle of Man & Isle of Wight tend to be the frequent ones. If your parcel requires this additional shipping charge we will advise you.

BT postcode – £10.16 two day.
Scottish Highlands – £10.16 two day
Channel Islands – £10.16 two day

If there has been a manufacturing delay or something has been out of stock on your order for 12 days then we are happy to split or back order part of the waiting order. The delivery charge on the second delivery for the order will be charged at cost.

Please note: We will not do this on an order unless the item has been waiting more than 12 days.

Redelivery Charges.
Occasionally customers fail to pick up their order from the local depot once the initial delivery attempt has been made if they were out. After a week the parcel is shipped back to us. Unfortunately, the redelivery charge to dispatch the goods back out is not subsidised.

UK Re-delivery Charges:-
Royal Mail – £Cost
Courier – £Cost

Europe and Rest of the World:-
Royal Mail – £Cost
Courier – £Cost

If you return an item because you don’t want it and you want an exchange the redelivery charges apply.

If you return an item for an exchange due to a fault there is no charge for sending a new item back to you. It will be returned to you via our tracked service.

If an item is returned and found not to be faulty. You will be charged postage to return the item to you.

We have a dedicated team looking after your interests and if there are any issues with your parcel we will work to overcome the problem and obtain a delivery for you.

If your parcel is lost on route we will endeavour to obtain compensation for you for the insured delivery services.

We will liaise with the particular depot on your behalf and resolve any problems swiftly and keep you updated at all times.

Items received that are incorrect must not have the items packaging opened, we must be notified as soon as it is convenient and we will advise full instructions for an exchange. Incorrect products received with security seals or sealed packaging which has been opened by the customer cannot then be returned for an exchange as they have been accepted by the customer.

Any orders disatched on to a third party delivery service eg. GSP (Global selling programme) once delivered to the requested company any loss or damage to the parcel is no longer Bunny Ears responsibilty.

We do not replace lost parcels free of charge. All parcels which are dispatched via an insured service our team will look after the claim procedure on your behalf and all compensation once obtained will be passed on to you. So, you will never be out of pocket but in the meantime, if you wish to have a replacement order sent this must be sent at your cost.

Uninsured services are not covered for claims.

A claim usually takes about 4 weeks to complete.

Royal Mail Procedure:-
1) We complete a claim form and include proof of posting and copies of commercial invoices to prove the cost of the goods.
2) Royal Mail processes the claim and will contact your customer to confirm the goods never arrived.
3) The claim is accepted once Royal Mail receives your customers’ confirmation back.
4) We receive a cheque and your account is refunded the compensation amount in full.

If you do not make the effort to confirm the parcel is missing, no payout is received from Royal Mail so in turn, you will not receive any compensation.

DPD
1) We complete a claim form and include copies of commercial invoices to prove the cost of the goods.
2) The courier processes the claim.
3) We receive a cheque and your account is refunded the compensation amount in full.
4) DPD only give 14 days from the date of postage to claim for lost parcels.
5) If lost parcels are not reported within 14 days then we are unable to offer any compensation.

DPD very rarely lose anything and it is currently one or two parcels a quarter out of our entire quarterly dispatch.

Below is a list of the compensation payable if a parcel goes missing. If we need to do a claim on your behalf, this is the maximum amount you will receive back.

Royal Mail Untracked – no compensation for loss or damage

Royal Mail Tracked 24 and 48 – Claims must be made within 80 days of the date of posting – compensation up to £100

Royal Mail Overnight Delivery – Claims must be made within 80 days of the date of posting – compensation up to £500

International Untracked – no compensation for loss or damage

Signed for International – claims for loss must be made within 6 months of posting – compensation up to £50

DPD inland parcels – compensation up to £100

DPD International – compensation is worked out on the Warsaw Convention and is based per kilo. The Convention for the Unification of certain rules relating to international carriage by air, commonly known as the Warsaw Convention, is an international convention which regulates liability for international carriage of persons, luggage, or goods performed by aircraft for reward.