Shopping Information

Ordering

When you place an order with Civil Ceremonies Ltd, your payment will be processed through SAGE PAY checkout, which uses the highest level of encryption to ensure your details are kept safe. Civil Ceremonies Ltd do not keep credit card details or other sensitive information. Having placed an order, you will receive an email confirmation of what you have ordered. Your order payment will be processed at this point. You will receive another email once the items have been sent.

Please note: ‘Civil Ceremonies Ltd’ will appear on your credit/debit card receipt.

There are a number of instances when we may be unable to accept an order; in all cases an email will be
sent informing the customer of the reason:

1) On the rare occasion where items may not be available.
2) Where we cannot obtain a full authorisation for your payment.
3) If there has been a pricing or product description error.
4) If the order is to be delivered outside of the United Kingdom and the postal cost has not been agreed.
5) If we believe your order is for commercial or other non-domestic concerns.

You can also place your order by telephone. Please phone customer services on 0845 0048 608 or fax us on 01480 869421. We are available to take your call Monday to Friday from 9.00am to 5.00pm.

For written enquires, our address is:
Civil Ceremonies Ltd
6 Nene Road
Bicton Industrial Park
Kimbolton
Cambridgeshire
PE28 0LF

We accept Mastercard, Visa and all major debit cards. We do not accept Diners Club or American Express. We also accept payment by personal cheque, however the goods cannot be despatched until the cheque has cleared, which takes 10 working days. All cheques should be made payable to Civil Ceremonies Ltd and sent with your order to the address above.

VAT

All our prices include VAT (where applicable) at the current rates.

Delivery Charges in the UK

Our prices include delivery to any address in the UK! Most of our items are sent the same day (Monday to Friday if ordered before 1.00pm) by Royal Mail 2nd Class post to arrive by the 3rd working day after posting so please allow enough time before your ceremony. Generally, if an item weighs more than 2kg we will despatch that item by courier for delivery within 48 hours. Orders made after 1.00pm or at weekends/bank holidays will be sent the next working day.

If you would like a UK guaranteed next working day delivery (Monday to Friday) then call us on 0845 004 8608 and we can arrange this for you at the cost that is chargeable for the weight of your items. (Max £9.06) Please be aware this service is only available for a Monday to Friday delivery and we must receive the order before 1.00pm.

International Deliveries

We have to charge you an additional rate for overseas delivery, which is £5 for deliveries to Europe and £10 for deliveries to the rest of the world. This will automatically be added to your order at checkout.

Delivery Timing

We endeavour to process all orders within 1-2 working days of being received (Monday to Friday). Please allow a further 3 days for delivery. Where an item is out of stock, we will contact you to inform you of any delay. Our normal working hours are Monday to Friday 9.00 am to 5.00 pm and we only process and despatch orders during these times.

Delivery of the item will be to the address provided for delivery when you make your order. Please note if any of the details you have given us in your delivery address are incorrect, we cannot be held liable for any item(s), which are consequently not received. You may specify a delivery address that is different from your billing address.

We do not deliver to PO Box numbers or to multiple delivery addresses.

Please note if you have not received your order, it is worth checking with your local sorting office that they are not holding your parcel, even if you have not received notification from your postman that they are holding items for you.

We reserve the right to wait up to 10 working days from the date of despatch before replacing an undelivered item.

Please note we cannot guarantee the use of any particular courier/delivery company.

Order Cancellation

By law, customers in the European Union have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. Purchases made as a result of this web site are backed by a 14-day guarantee. An order cancellation must be made in writing, quoting the order number, within 14 working days of receipt of goods. If you wish to cancel your order you can notify us by email, info@civilceremonies.co.uk or by telephone 0845 004 8608. We will cancel the order immediately if we receive the cancellation before we have dispatched the goods to you. Where goods have already been dispatched to you, the goods must be returned to us in accordance with the 'Returns and Exchanges' section below.

Please note: This does not apply to products that we have made, personalised or customised specifically for you. If you are ordering a bespoke product, please check your order and the confirmation email very carefully as we cannot refund products which contain spelling mistakes or where incorrect dates have been given. Remember, what you type is what you’ll get!

The provisions of this clause do not affect your statutory rights.

Returns and Exchanges

We sincerely hope that you are delighted with your purchase. If however, any items do not meet with your expectations, simply return them to us at any time within 14 days of receipt. We will issue a full refund or exchange as soon as possible after you cancel your order. The cost of returning goods to us will be your responsibility. Please remember the item is under your ownership and is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel back using a delivery service that insures you for the value of the goods, as we cannot be held responsible for items damaged or lost in the post.

Your rights to return the goods to us for refund will not apply in the following circumstances:
1) Any products that we have produced, personalised or customised specifically for you.
2) Where, in our opinion, you have not taken reasonable care of goods whilst in your possession.
3) If a product is not returned with the original packaging.
4) If you have made a mistake on your order, or order for personalising, and the item has already been made.

If you return an item because of an error on our part, or because it is defective, we will happily refund the full value of the item and your costs in returning it to us. Where this is the case, the item(s) must be returned in the condition in which you received it within 14 days of delivery.

Where a refund has been requested, it will be issued within 30 days.
We regret that postage and packing costs for unwanted items cannot be refunded.

The address for returns is:
Civil Ceremonies Ltd
6 Nene Road
Bicton Industrial Park
Kimbolton
Cambridgeshire