Delivery and Returns

 

1. Placing an order

Choose the products you wish to buy using the product categories or search facilities on the website. You can easily edit or delete items from your shopping basket by clicking on the basket icon in the top right of your screen.

As you add items to your basket they’ll be stored against your visit. This means, if you leave our site and come back, the items in your basket will still be there.

YuMOVE uses 'cookies' to keep track of what’s in your basket and to remember you when you return to the site. To shop at YuMOVE.co.uk you need to have all cookies enabled. Find out more about cookies and how we use them here.

Completing your transaction

Once you’re happy with your selection, head to the checkout where you’ll be required to give your name, address, delivery and payment details over a secure server connection.

Once you’ve checked out, you’ll receive an email confirming your order. If you have any queries regarding your order please contact the Customer Care Team via email (hello@yumove.com) or telephone 01462 416866.

2. Delivery information

Delivery time

We dispatch all orders on a 3-5 working-day basis. Providing an item is in stock, we do our best to dispatch orders received by 2pm on the same day – although this may change during peak periods. We typically dispatch orders Monday to Friday but may dispatch at the weekend during peak periods.

Next Day Delivery 

Order by 11am Monday – Friday for Next day delivery.

Orders placed after 11am on Fridays will be delivered on the following Monday.

Excludes weekends and Bank holidays. Any orders placed over a UK bank holiday period will be delivered the next working day.

Next day delivery will be charged at £4.99.

Carriage charges

We use a variety of delivery methods to ensure the most efficient service is always used, including either Free Royal Mail/Whistl 2nd Class delivery or Yodel (1-2 days) tracked at a charged rate. Our delivery charges depend on a number of factors including the weight and size of your order.

All parcels delivered to Mainland UK, Northern Ireland and Isle of Man addresses are delivered FREE of charge. We’re currently not able to deliver outside UK Mainland, Northern Ireland and Isle of Man.

Any purchases made for next day delivery will be charged at £4.99 and delivered by Whistl.

Ensuring smooth delivery

Deliveries by Royal Mail/Whistl or Yodel do not require a signature. If your order is being shipped via Yodel, and won’t be in during the 2 hour delivery window, you can choose for your parcel to be redelivered or left in a safe place via your tracking link. More information about suitable safe place locations can be found here: https://www.yodel.co.uk/help-centre/can-you-leave-my-parcel-in-a-safe-place

If your parcel is damaged when it arrives, please contact our Customer Care Team (details below). Note: When placing an order, we ask you to supply a daytime phone number so we can contact you quickly if there’s a query with your order.

3. Your contract with us

When you place an order online, you’re making an offer to buy goods. We’ll send you an email acknowledging that we’ve received your order. When a delivery is delayed due to stock availability or unforeseen factors we’ll let you know as soon as possible. We’ll also provide an estimate of the likely dispatch date and you may cancel your order if this is unacceptable.

If you decide to cancel your order under these circumstances we’ll refund to your card within 1 working day. Similarly, we’ll refund within 5 working days of receiving your order if we discover we’re unable to supply the item due to stock availability or unforeseen factors including pricing errors. For further cancellations and returns procedures please refer to sections 4 and 5 below.

4. Cancellation and returns

You can cancel your order and return the product to us within 28 days of the date of delivery. To do so, please contact us using the following details, giving a brief outline of your reasons for rejecting the goods.

  1. Please log in to your YuMOVE Account here
  2. Click 'Order History'
  3. Select the order number which contains the product you wish to return
  4. Click 'Return Order'
  5. You will then be directed to our 'At Last' returns portal

This cancellation policy does not affect your statutory rights.

5. Returns procedure

If you cancel the order after products have been dispatched or you’ve received them, you must return them to us. You have 28 days to tell us that you wish to cancel the order and return the product back to us from the date of delivery.

We will cover the cost of returns, if you process the return within 28 days of the order.

Returns for the products can be made if the Products you have received are;

  • Faulty or misdescribed
  • If you are cancelling the order because we have told you of an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we’ve done wrong.

If you would like to make a return, please contact us by;

  1. Please log in to your YuMOVE Account here
  2. Click 'Order History'
  3. Select the order number which contains the product you wish to return
  4. Click 'Return Order'
  5. You will then be directed to our 'At Last' returns portal

Please ensure the products are packaged adequately to prevent damage in transit.

6. Refund Policy

If you’re entitled to a refund under these terms, we’ll refund the price you paid for the products – including delivery costs – by the method you used for payment. However, we may make deductions from the price as described below.

Refund deductions

  • We may reduce your refund (excluding delivery costs) to reflect any reduction in the value of the products if this has been caused by your handling them in a way which would not be permitted in a shop
  • The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer  

 

Refund time

  • Your refund will be made within 5-10 working days from the day we receive the product(s) back or, if earlier, the day on which you provide us with evidence that you’ve sent the product(s) back to us
  • In all other cases, your refund will be made within 14 days of you telling us you’ve changed your mind

 

7. Lost or undelivered products

In the event of a lost or undelivered products you must contact Customer Care Team via email (hello@yumove.com) or telephone 01462 416866 within 28 days of your order confirmation email. Any orders reported as lost or undelivered after the given 28 day period will not be eligible for a refund or replacement.

8. Faulty products

If the products are in any way defective please contact us immediately. We will deal with this in accordance with your legal rights.

9. Payment

We accept the following credit and debit cards:

  • Visa
  • MasterCard
  • American Express
  • Paypal

10. VAT

All prices are inclusive of VAT, excluding:

  • YuMOVE Working Dog
  • YUMOVE Horse Joint
  • YUMOVE Horse Plus