delivery & returns policy

Beeswax Bay Farm
Delivery & Returns Policy
BEESWAXBAYFARM LTD  •  Co. No. 16451492  •  beeswaxbayfarm.co.uk
Last updated: May 2026. Read alongside Terms and Conditions at beeswaxbayfarm.co.uk/terms.

How We Make & Fulfil Orders

Almost all of our products are handmade or hand-crafted by us at Beeswax Bay Farm in Atherstone, Warwickshire. On rare occasions a small number of products may be fulfilled by a trusted partner on our behalf. In all cases your contract is with BEESWAXBAYFARM LTD and our standards apply throughout.

Production & Dispatch Times

• Standard in-stock items:  3 to 5 working days from cleared payment.
• Custom or special requests:  Variable — confirmed at time of order (e.g. specific paint colours, bespoke sizes, custom designs).
• Natural products (hatching eggs):  Dispatched within 24 hours of goods being ready to ship. Natural processes mean timing cannot be fixed. We will keep you updated.
• Partner-fulfilled items:  Timescales confirmed at time of order.

Shipping Methods & Tracking

Orders dispatched by us travel via Royal Mail 48-hour tracked or equivalent. Hatching eggs via Royal Mail 24-hour tracked. You will receive a dispatch notification with tracking details. Partner-fulfilled orders may use a different carrier but will include tracking where available. UK mainland only.

Delivery Costs

• Free UK mainland delivery on orders over £70 (selected items — shown at checkout).
• Standard delivery charges on orders below £70 shown at checkout.
• Shipping outside UK mainland not currently available.

Lost, Undelivered, or Damaged Parcels in Transit

If your parcel appears lost, has not arrived within the expected timeframe, or arrives in a condition suggesting it has not been properly handled, please contact us first before raising a claim with the carrier. We will investigate in line with the carrier's procedures. Royal Mail, FedEx, and others have different timescales and evidence requirements. Contacting us first protects your position and avoids delays.

Delivery Address & Incorrect Address

It is your responsibility to ensure that the delivery address entered at checkout is complete and accurate. Please check your address carefully before placing your order, as we are unable to redirect parcels once they have been dispatched.
If we identify a potential issue with your address before dispatch: We may contact you to verify your delivery details before sending your order. While we will make reasonable efforts to do this promptly, any delay caused by address verification is outside our control and may affect your estimated dispatch date. We are not liable for delays arising from address queries.
If your address passes carrier validation but is incorrect: Some addresses that contain errors may still pass the carrier's automated address database without being flagged. In these cases, we will dispatch your order in good faith to the address provided. If the parcel is subsequently delivered to an incorrect location, or is returned to us as undeliverable, as a result of an address error made by you at checkout, we are not liable for the loss of the goods. No refund or replacement will be issued in these circumstances.
If a parcel is returned to us due to an incorrect address: We will contact you to arrange redelivery. Redelivery will be charged at the standard delivery rate. If you do not wish to proceed with redelivery, we will refund the cost of the goods only, minus the original delivery charge and any return shipping costs incurred.

Under the Consumer Rights Act 2015, we are responsible for ensuring your goods are delivered safely. However, this obligation applies to delivery to the address you have provided. Where an incorrect address is entered by you, you have provided inaccurate information as part of the contract, and our delivery obligation is fulfilled upon dispatch to that address in good faith.

Your Right to Cancel

You have the right to cancel within 14 days of receiving your goods (Consumer Contracts Regulations 2013). Contact us in writing at beeswaxbayfarm.co.uk/contact-us. Return goods in original unused condition within 14 days. Refunds issued within 14 days of receipt.
The right to cancel does not apply to:

• Food-containing gift sets (honey, chocolate, coffee, tea): Perishable goods exempt under the Consumer Contracts Regulations 2013. Applies to any order where food forms part of the product or bundle.
• Personalised items: Bespoke message, custom name, or made-to-order element. Standard sentiment cards are not personalised.
• Hatching eggs: Perishable — non-returnable once dispatched.
• Live quail: Non-returnable once collected.
• Used or unsealed goods.

Damaged or Faulty Items

Transit damage: Report within 48 hours with photographs of the item and packaging. Required for carrier claims processing. Does not affect your statutory rights.
Product faults: Report within 14 days. 30-day statutory right to reject under Consumer Rights Act 2015.

We will arrange replacement, full refund, or other solution as agreed, including return postage where the fault is ours. Natural variation in handmade goods is not a fault.

Hatching Eggs

Non-returnable once dispatched. Natural product — hatch rates cannot be guaranteed. Rest eggs 24 hours on arrival before incubating. Order slightly more than your target hatch to allow for natural variation.

Live Quail — Collection Only

Collection only from Atherstone, Warwickshire. Non-returnable once collected. Have housing ready before collecting.

Acceptable Use

We ask all customers to contact us respectfully. We reserve the right to refuse service or cancel orders where abusive or threatening behaviour is directed at our team. See Terms and Conditions for full details.

Contact & Company Information

BEESWAXBAYFARM LTD  |  Co. No. 16451492  |  Registered in England & Wales
Registered Office: 28 Tudor Crescent, Atherstone, England, CV9 3DA
Contact: beeswaxbayfarm.co.uk/contact-us  |  We respond within 1 to 2 working days.