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Delivery Terms & Conditions

COVID-19 and Brexit update

The current situation in the UK is continually evolving. This information was last updated on September 2021.

Our warehouse and sales teams continue to operate as usual, with goods in stock being checked, prepared and dispatched within 24 hours. Orders of in stock products are dispatched in accordance with the delivery option selected at checkout. However, our shipping partners are now experiencing delays as a result of Brexit (and COVID-19) induced back-logs. In most cases these delays are minor but unfortunately, others are more severe. A combination of Brexit related paperwork, backlogs at ports and COVID-19 related production delays are resulting in some inbound delays from suppliers. The irregularity of these delays mean that we’re not always able to update product listing lead times before your order is placed but we will be in touch to let you know of any delays as soon as we’re made aware of them.

For those customers who have not yet received delivery of their orders, please rest assured, our suppliers (brands) and delivery partners are working around the clock to deliver your items to us at the earliest opportunity. We understand that delays can be incredibly frustrating and would like to apologise for any inconvenience.


Please note Utility is UK company and UK customers will NOT pay any additional charges associated with customs imports/ VAT to those shown as the retail prices online. These are borne by Utility as part of our import process. There has been a great deal in the media about this recently but this relates to people who have purchased from retailers who are not based in the UK and, as a reult of orders being delivered post Brexit, now have to pay customs duty and VAT. Similarly, whilst we are shipping to the EU, customers based on those countries will have to pay their own rate of VAT and customs duty - if applicable.

For more information, please visit our dedicated Brexit page here.

If you have any queries or would like more specific information on your chosen products, please contact our Customer Care Team over the phone on 0151 494 9412, over email at [email protected] or via Live Chat (currently open between 1pm - 2pm daily. The Utility Sales Team are available Monday to Friday (excluding public holidays), 9am to5 pm (GMT).



We are continuously updating our delivery options to offer you the best service at the lowest possible price. Delivery options can be viewed and selected at checkout, with the price of each service being displayed prior to completing your purchase. Currently, we offer a Royal Mail tracked service and a next working day delivery service (on in-stock orders, placed before 12pm) with DX couriers. Please note, if your items are not in stock and you choose DX delivery, dispatch will take place the day the item(s) come into stock.

Please note: Delivery costs vary throughout the year so the best place to find current options is at checkout, where current prices will be displayed based on the item(s) in your basket and your delivery address.

If you wish to select an alternative method to suit your own circumstance (subject to availability) this may be subject to an additional charge which is arranged when your order is in stock and ready for delivery.

Please note the different delivery services offered are subject to our courier's own terms and conditions as follows:

Royal Mail Tracked (UK Only)
Items are sent by Royal Mail 48 Hour service. Please note this is not a guaranteed service and we are unable to claim in the event of loss/ non-delivery. This service ONLY relates to greeting cards, low value and small gift items which will not fit in a small envelope/ through a letterbox. We are also unable to refund any delivery charge if the delivery period goes beyond 48 hours due to it being delayed in the suppliers network.

Courier Service – DX or TNT :

  • All deliveries take place during 8am and 6pm Monday to Friday - unless an upgraded service is arranged with us (additional charges apply).
  • It is essential that you are available to receive the goods or organise for someone to sign on your behalf. If you have instructed for items to be left with a neighbour or left somewhere without a signature this is deemed as an un-secure delivery, is carried entirely at the customers own risk and a claim for damages or losses after receipt/signature can not be made.
  • It is imperative your delivery is signed for as 'goods unchecked'. Without this courier companies negate any claim for loss or damage.
  • If a delivery attempt is made and failed and the items are returned to us, the full cost of delivery and return costs will be charged to cover the courier's costs.
  • It is essential all product packaging and outer packaging is retained if you receive damaged or incorrect items otherwise this will negate any action we can take to remedy the situation.
  • Any damages, wrong deliveries or shortages must be notified to us within the below deadlines. We, unfortunately, can’t accept claims outside of this time due to courier restrictions:
  • DX/Royal Mail - within 24 hours of receipt of delivery
  • TNT - before 5:30pm on day of delivery

Click & Collect
We offer click and collect for gift items only to our Liverpool One and Bold Street stores. All click and collect orders are charged a nominal £2.00 administration fee. This is non-refundable on returned items.

Outside the UK :
We ship outside the UK and this is charged at cost based on size of the items required and location. These will be indicated at the time of order/country of shipping is selected. Please note these maybe subject to change due to the ongoing uncertainty we are experiencing with shippers. Customers will be responsible for their owns customs charges, if applicable, and should make enquiries with their local customs authority. Stock items are normally dispatched the same day and will be delivered within 1-3 working days if DX courier is used, depending on location. Some smaller items will be sent via Royal Mail to overseas locations where DX do not cover the delivery area or TNT/ associated partners charge for these areas at a higher rate.

Out of Stock/Special Order Items:
We will advise you by e-mail on the progress of your order and the likely delivery date. Delivery will be arranged prior to dispatch. Delivery details are indicated on each product's page. Please note these are indicative dates but we remain at the mercy of the manufacturer. We will keep you updated on progress of your order but we can offer no compensation/ consequential loss for deliveries nor falling within the indicated delivery dates/ lead times.

Deliveries outside the U.K Tax Area

With effect from 1st January 2021, purchases made and delivered outside the U.K tax area the UK Vat rate (currently 20%) will be deducted during the checkout process. However, the purchaser is responsible for all their country’s local/national taxes due and any duty costs incurred pre-delivery. They should contact their local tax office to ensure they are happy with any taxes they may incur as Utility will not be responsible for any tax charged or cost incurred or in the event of goods being returned due to non payment of tax. In such circumstances customers are responsible for any costs Utility incurs.


Next Working Day Delivery

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Delivering to 150 Countries

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Gift Wrapping Service

Available to add at checkout for £2.50