This Shipping Policy outlines how we process, ship, and deliver orders placed via www.giantpandapress.co.uk, as well as how we handle lost or damaged items and returns. This policy applies to individual customers, retailers, schools, and other buyers, ensuring a seamless experience. It complements our Terms and Conditions (T&Cs, www.giantpandapress.co.uk/terms) and Return Policy (www.giantpandapress.co.uk/return-policy), and complies with the UK Consumer Rights Act 2015 and Scots law.

For digital products (e.g., e-books, audiobooks, music), see T&Cs Section 11.7 for usage rules. For bookable services (e.g., workshops), see our Cancellation and Rescheduling Policy (www.giantpandapress.co.uk/cancellation-policy). If you have questions, contact us at orders@giantpandapress.co.uk or +44 (0) 131 123 4567. We’re here to help!

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1. Order Processing

• Processing Time: Orders are processed within 2-3 business days (Monday–Friday, excluding UK public holidays). Orders placed after 12:00 PM BST, on weekends, or holidays begin processing the next business day.

• Confirmation: You’ll receive an email confirmation with your order number and estimated dispatch date once processing begins.

• Delays: During high-demand periods (e.g., holidays, book fairs), processing may take longer. We’ll notify you via email if delays exceed 3 business days.

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2. Shipping Times

• Dispatch: Physical products (e.g., books, CDs) are dispatched within 2-3 business days after processing, subject to stock availability.

• Delivery Estimates:

  • Mainland UK: 5-10 business days from order placement (including processing).

  • Scottish Highlands (excluding remote areas): 7-12 business days.

  • Republic of Ireland: 10-20 business days.

• Potential Delays: Shipping times may vary due to high demand, stock levels, courier delays, or unforeseen circumstances (e.g., weather, strikes). We’ll keep you informed via email and aim to deliver within 30 days, per T&Cs Section 11.6. If delivery exceeds 30 days, you may cancel for a full refund.

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3. Shipping Information

• Shipping Carriers: We primarily use Royal Mail but may use UPS, DPD, Yodel, or DX based on order size, destination, or operational needs. All carriers provide reliable, tracked services.

• Shipping Origin: All orders ship from our UK warehouse in Scotland.

• Shipping Areas: We ship directly to mainland UK and the Republic of Ireland via www.giantpandapress.co.uk. For other countries, order through our partners (e.g., Amazon, Gardners Books). We only ship to locations serviced by our couriers.

• Customs and Taxes: For Republic of Ireland orders, you are responsible for any customs duties, taxes, or fees. We’ll provide clear documentation to facilitate customs clearance.

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4. Shipping Fees

Shipping fees are calculated at checkout based on order weight, size, and delivery option. All fees include postage and packaging, with VAT where applicable.​

4.1. Standard Rates

• Small Parcel (up to 2kg): £4.95 (48-hour service) / £5.95 (24-hour express).

• Medium Parcel (up to 5kg): £7.65 (48-hour) / £8.65 (24-hour).

• Large Parcel (up to 20kg): £11.65 (48-hour) / £13.65 (24-hour).

• Over 20kg: Invoiced separately, with fees confirmed at checkout or via email for bulk orders.​

4.2. Free Shipping

• Eligibility: Free standard (48-hour) shipping applies to mainland UK orders over £30. Use code DRAGONPOST30 at checkout.

• Exclusions: Free shipping does not apply to:

  • Orders under £30 (standard rates apply).

  • Orders placed during online school book fairs.

  • Republic of Ireland or Scottish Highlands (standard rates apply unless otherwise stated).

• Returns Impact: If returning part of an order qualifying for free shipping and the remaining order value falls below £30, the standard shipping fee (based on parcel size) will be deducted from your refund, per Section 7.2.

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5. Delivery Options

• Click and Collect (Free):

  • Available at our Aberdeen location (4 River Don Crescent, Bucksburn, Aberdeen, Scotland AB21 9FP).

  • We’ll notify you via email when your order is ready. Contact orders@giantpandapress.co.uk to arrange a convenient pickup time (Monday–Friday, 9 AM–5 PM BST).

• Local Delivery (Aberdeen City Area, £3.00):

  • Free for orders over £30 within our service area (see www.giantpandapress.co.uk/service-map for covered postcodes).

  • Delivered within 5-7 business days from dispatch.

• Standard Delivery (48-hour):

  • Fully tracked, with estimated delivery in 5-10 business days (UK) or 10-20 business days (Republic of Ireland).

• Express Delivery (24-hour):

  • Fully tracked, with expedited shipping post-processing (2-3 business days). Delivery in 3-5 business days (UK) or 7-12 business days (Republic of Ireland).

  • Express fees apply (see Section 4.1). Processing time is not expedited.

• Online School Fair Delivery:

  • Orders placed during online school book fairs are processed after the fair closes and delivered directly to the school for collection/distribution.

  • Schools will notify you of collection details. Contact orders@giantpandapress.co.uk for updates.

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6. International Shipping

• Direct Shipping: Currently, we only ship directly to mainland UK and the Republic of Ireland via www.giantpandapress.co.uk.

• Global Availability: For international orders, purchase through our partners (e.g., Amazon, Gardners Books, Waterstones) in your region. These orders are subject to the partner’s shipping policies and fees.

• Future Expansion: We’re exploring direct international shipping. Sign up for our newsletter at www.giantpandapress.co.uk to stay updated!

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7. Returns

• Return Window: You may return unwanted physical products within 30 days of receipt, per our Return Policy (www.giantpandapress.co.uk/return-policy) and T&Cs Section 11.8.

• Condition: Items must be unopened, unused, and in original packaging to qualify for a refund.

• Process:

  • Contact orders@giantpandapress.co.uk with your order number and reason for return.

  • Return items to: Giant Panda Press, 4 River Don Crescent, Bucksburn, Aberdeen, Scotland AB21 9FP.

  • Include proof of purchase (e.g., order confirmation) and obtain proof of posting.

• Shipping Costs:

  • You are responsible for return shipping costs, unless the item is defective or incorrect (see Section 8).

  • In some cases, we may offer a full or partial refund of return shipping costs, determined case-by-case.

• Free Shipping Orders:

  • If returning part of an order that qualified for free shipping and the remaining order value falls below £30, the applicable shipping fee (per Section 4.1) will be deducted from your refund.

  • If the returned item’s value is less than the shipping fee, no refund will be issued.

• Refunds: Processed within 14 days of receiving the returned item, via the original payment method.

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8. Lost or Damaged Items

We take care to ensure your order arrives safely, but issues can occur. Here’s how we handle them:

8.1. Lost Items

• Definition: An order is considered lost if it hasn’t arrived within 7-10 business days after the dispatch email (or 20 business days for Republic of Ireland).

• Action:

  • Contact orders@giantpandapress.co.uk with your order number and dispatch email details.

  • We’ll investigate with the carrier and, if confirmed lost, offer a replacement or full refund within 14 days.

  • If the item arrives after a refund/replacement, you must notify us and return the duplicate or repay the refund amount.

8.2. Damaged Items

• Reporting: Notify us within 24 hours of receipt at orders@giantpandapress.co.uk, including:

  • Order number and brief description of the damage.

  • Photos of the damaged item and packaging (all items are photographed before dispatch for reference).

• Resolution:

  • If damage occurred during transit and is significant (e.g., torn pages, broken CDs), we’ll provide a replacement at no cost, including return shipping for the damaged item.

  • For minor damage (e.g., slight cover scuffs), we may offer a partial refund, determined case-by-case, if you prefer to keep the item.

  • Return damaged items to: Giant Panda Press, 4 River Don Crescent, Bucksburn, Aberdeen, Scotland AB21 9FP, with proof of posting.

• Shipping Costs: We cover return shipping for verified transit damage. For non-transit damage (e.g., customer handling), you are responsible for return shipping, with potential partial reimbursement at our discretion.

• Warranty: Per T&Cs Section 19.1, physical products are warranted against manufacturing defects (e.g., printing errors) upon delivery. Damage due to wear, misuse, or negligence is not covered.

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9. Retailer and School Orders

• Bulk Orders: Authorized retailers and schools can place bulk orders via www.giantpandapress.co.uk or orders@giantpandapress.co.uk, subject to our Retailer Terms (www.giantpandapress.co.uk/retailer-terms).

• Shipping:

  • Fees and delivery times align with Sections 4 and 5, with custom invoicing for orders over 20kg.

  • School fair orders are delivered to the school post-fair for distribution, with no free shipping unless specified.

• Returns: Defective items follow Section 8.2. Non-defective returns are per Retailer Terms, with retailers covering shipping costs.

• Contact: Email orders@giantpandapress.co.uk for bulk order inquiries or delivery updates.

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10. Complaints

If you’re unhappy with our shipping or delivery service, contact us at help@giantpandapress.co.uk. We’ll respond within 7 business days, per T&Cs Section 20. For unresolved issues:

• UK Customers: Escalate to an approved Alternative Dispute Resolution (ADR) provider via www.tradingstandards.uk/consumers/adr-approved-bodies.

• EU Customers (Republic of Ireland): Use the EU Online Dispute Resolution (ODR) platform at https://ec.europa.eu/odr for online orders.

• Disputes are governed by Scots law, per T&Cs Section 22.

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11. Policy Updates

We may update this Shipping Policy to reflect changes in our operations or legal requirements. Updates will be posted at www.giantpandapress.co.uk/shipping-policy, effective immediately. For material changes, we’ll notify you via email or a website notice at least 30 days in advance. Continued use of our services constitutes acceptance of the updated Policy.

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12. Contact Information

For shipping inquiries, lost/damaged items, or returns:

• Email: orders@giantpandapress.co.uk

• Phone: +44 (0) 131 123 4567 (Monday–Friday, 9 AM–5 PM BST)

• Post: Giant Panda Press, 4 River Don Crescent, Bucksburn, Aberdeen, Scotland AB21 9FP

• Website: www.giantpandapress.co.uk/customer-service (includes FAQs)

For EU customers, contact our EU Authorised Representative at [Insert EU Address, e.g., Dublin, Ireland] or use the EU ODR platform. For data protection concerns, email data@giantpandapress.co.uk or contact the UK’s Information Commissioner’s Office (www.ico.org.uk).

Thank you for choosing Giant Panda Press! We’re committed to delivering your order swiftly and safely, bringing stories to life for children everywhere.

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