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Delivery Terms & Conditions

COVID-19 update

Due to the COVID-19 pandemic, some of our Italian brands are experiencing delays in production and shipping on certain products. Please be aware that this may affect order times. If you'd like clarification on specific products or brands please feel free to email us at [email protected]

We have been working closely with our delivery partners DPD, and Royal Mail, who likewise have been working hard to ensure the safety of their teams. For customers self-isolating, instructions can be left directly with DPD should you wish us to leave your delivery in a safe place.

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).


For in stock items we aim to deliver on a next working day delivery for orders placed before 12pm (UK Mainland). This excludes greeting cards and small items which are sent by first class post. This is an unguaranteed service. Our standard shipping charge for non-small items include a next working day delivery option for £6.50 or Royal Mail 48 Hour service for £2.95 per order up to an order value of £35.00, though additional remote area charges will apply. Small items such as greetings cards are charged at £1.50. Orders over £35.00 are delivered FREE to the U.K mainland, excluding outlying areas and Scottish Highlands. Charges for these areas are postcode dependent and this will be shown at the checkout prior to payment.

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 couriers own terms and conditions as follows:

Royal Mail (UK Only)
Items are sent by First Class post only. 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.

Courier Service – DPD 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:
  • DPD - 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 confirmed at the time of order/country of shipping is selected. Stock items are normally dispatched the same day and will be delivered within 1-3 working days if DPD courier is used, depending on location. Some smaller items will be sent via Royal Mail to overseas locations where DPD 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 E.U Tax Area

For purchases made and delivered outside the E.U 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 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.


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Gift Wrapping Service

Available to add at checkout for £2.50