Shipping & Returns

We are based in the UK but we ship to every country in the world. Note: if you’re outside the UK, our website uses geo-location and automatically displays prices reduced by 20% (tax-free!). Please note: due to high international shipping costs and complications with import duties, we do NOT accept product returns on grounds of buyer’s remorse from destinations outside of the UK.

Despatch time: we aim to despatch orders received by 2 pm that same business day. Our couriers typically collect from us between 3 pm and 4 pm.

UK domestic shipping costs are typically as follows:

“Standard” shipping to UK Mainland – £4.96 approx 2 – 3 working days.
(Excluding Northern Ireland, Highlands & Isles).

“Next Business Day” shipping to UK Mainland – £6.95 delivered next working day. (Excluding Northern Ireland, Highlands & Isles).

*Free next-business-day shipping will apply to orders of £25.00 and above for mainland UK destinations, excluding Northern Ireland, the Highlands of Scotland, and Islands. The £25.00 minimum order value will be calculated after any discount code is applied.

Unless an express service is selected, all products shipped to UK Mainland will normally be sent via a courier on a standard parcel delivery service. Smaller packages and parcels to Northern Ireland, Highlands & Islands will sometimes be sent using Royal Mail. Rob McAlister Ltd reserves the right to change the carrier at its discretion. The courier will aim to deliver your product within 1 – 3 working days. It is the responsibility of the customer to seek compensation from the courier in the event of loss or damage. Rob McAlister Ltd will provide the customer with the postage details to facilitate this. Extra cover is available but should be requested by the customer at the time of order. Should the customer request extra cover, he/she will be charged in accordance with the courier’s current service price.

Express Shipping (Next Business Day) to UK Mainland – £6.95 Approx. 1-2 working days (excluding Northern Ireland, Highlands & Isles). Most UK destinations are served the next working day but some locations in N.Ireland, Highlands and Islands are served in 2 working days.
Although Rob McAlister Ltd makes every effort to meet the stated delivery target, this service is never 100% guaranteed, and Rob McAlister Ltd accepts no responsibility for late delivery. This service is offered on the basis that deliveries will only be attempted generally between Monday-Friday 8 am-5 pm.

Please note that there are no evening or weekend deliveries unless previously arranged with Rob McAlister Ltd. Orders received over the weekend or after 2 pm GMT that have requested this service, will be treated as having been placed at the commencement of the following working day (defined as being Monday 8 am to Friday 4 pm – excluding Public and Bank Holidays).

International Shipping rates, i.e. to non-UK destinations:
Shipping rates are based on the total weight of your order. Please add the items you wish to purchase into the shopping cart and click ‘Estimate Shipping’

International Shipping to non-UK destinations:
All products shipped to non-UK destinations (including the Channel Islands) will be dispatched via a courier service. For most international destinations we offer a Standard service and an Express service. Both services are offered on Incoterms DDU (Delivered Duties Unpaid) – this means that the customer must pay any taxes or duties raised by Customs authorities in the destination country. In most countries, there is a value threshold before duties become applicable, but it is the responsibility of the customer to pay any taxes or duties raised.  The Standard service has a transit time of typically 3-5 working days to EU countries but as much as 10-15 working days to more distant destinations. The Express service aims to deliver to most EU countries within 1-3 working days, rolling out to typically 2-4 days for more distant destinations. If you wish to track your parcel, please email us quoting your order number to info@umbrellaheaven.com where you will be given your tracking number as requested. Please note that one of the most common reasons for delays in international shipping is that customers fail to respond to emails sent by the shipping company to request payment of duties (if applicable). Often this can be because the email has entered their Spam or Junk Mail folder, so please check these folders regularly.

Customs and Import Duties:
Unfortunately, we cannot tell you what the cost will be as this varies widely. For information on current charges, please contact your local customs office. Please be aware that in some countries, customs duties and import taxes can be VERY expensive, sometimes even higher than the purchased value of the goods themselves.  Note that in the event that your shipment is intercepted by your local customs authorities and in the event that duties are applied, our courier has a policy that they will only hold the goods for approx. 4 days – after this time period, they will either automatically return the goods back to us (in which case you will be responsible for all costs incurred) or they may abandon/destroy the goods.

Non-delivered parcels:
Our nominated courier service has a delivery policy of attempting delivery twice whereupon they will instruct the customer to either arrange a re-delivery or pick up the parcel from their nearest depot or collection point. If the customer does not collect the parcel or arrange a re-delivery, the parcel will be returned to Rob McAlister Ltd. Any charges incurred by Rob McAlister Ltd will be passed to the customer and required to be settled before the parcel is re-despatched. The customer will also be liable for the cost of re-delivery.

Delivery date:

Any date or period for delivery shall be considered indicative only, although it is our policy to try to fulfill all orders within our stated target service levels. Orders for products that are not readily available for immediate shipping, e.g. custom products, non-stocked or Make To Order products are exempt from the above-mentioned target service levels and prices. In such cases, Rob McAlister Ltd will agree a delivery schedule, which shall also be considered as indicative only. Said products will be sent to you as soon as possible when received from the manufacturer. Rob McAlister Ltd accepts no liability or responsibility for delays in the delivery caused by the manufacturer, or any other third party.

PO Box Addresses:
Unfortunately, we are unable to ship to PO Boxes in the UK or mainland European alternatives.

BFPO Addresses

For British Forces Post Offices (BFPO) addresses we reserve the right to levy an additional shipping charge of £12.00 due to additional charges imposed on us by our couriers.

Return procedure

1.1 If the goods are to be rejected, the Customer shall comply with the return procedure as defined in clause 1.2, below. Rob McAlister Ltd will reject returned goods that are unsolicited from Customers that have not complied with the procedure set in clause 1.2 below.
1.2  Goods that are rejected must be returned in a saleable condition, unless faulty. In the first instance, you must inform us of your request to return for either a refund or replacement. We may send you a Return Request Form where you can provide details of the rejection and your contact details. We may then issue a Return Authorisation Number (RAN). The RAN must be clearly displayed with the returned goods and posted to Product Returns, Rob McAlister Ltd, Unit 15H Hackworth Ind Park, Shildon, Co Durham, DL4 1HF, United Kingdom. Goods returned without a RAN may be rejected. Please note: UmbrellaHeaven is a trading identity of Rob McAlister Ltd. In the event that you are returning the goods for reason of product fault and if on inspection of the goods, we agree that the goods are faulty we will also refund your reasonable postage costs incurred in returning the goods to us. If you are exchanging items you will be charged for a new delivery!

You may return products to us (unless the product is bespoke or made to measure) even if the goods are not faulty but you must contact us within a “cooling off” period of 14 days of receiving the goods. The cooling-off period starts the day after you receive your order. If you paid for standard delivery when you bought the goods we will refund this if you return it. If you chose a more expensive delivery option, you’ll have to pay the difference. Once you’ve informed us that you don’t want the item you must return the item to us within 14 days. The cost of returning the goods must be borne by you – we will not pay for this. Additionally, where returned from outside of the UK, any customs duties and taxes, handling fees, or import clearance fees must be paid by you.

You must package the goods to ensure that the goods arrive with us undamaged and in a saleable condition. If goods arrive damaged or unfit for resale or if the value of the goods has been reduced by your actions we may decide not to issue a refund or we may offer a partial refund. In the event that we decide not to issue a refund, we will return the goods to you at your request but you must pay for the shipping cost to return the goods to you. We reserve the right to destroy the goods if you do not pay for this within 7 days. We will pay you a refund within 14 days from when we receive the item.

Also please note, we are not a wedding umbrella hire service, there are other trustworthy companies out there that do hire umbrellas for weddings and events. However, if you have bought umbrellas for an event that were not used then we will accept returns within 14 days but we will deduct a 15% restocking fee from the refund to cover our costs.  

Your rights to return goods are protected under The Consumer Protection (Distance Selling) Regulations 2000.