Delivery & returns
Delivery
Our goods are stored and dispatched from the Mail Out warehouse in North London. Mail Out is a social enterprise, employing adults with learning disabilities or autism. Ethical working practises and proper time off are prioritised and - in all honesty - we could all learn a lot from their approach.
You can order gift cards for instant delivery via email at any time.
We offer two rates for shipping:
- Standard delivery - £6
- Express delivery - £9 (cost automatically applied to orders weighing above 2kg and with alcohol included)
Alcohol sales
It is an offence in the UK to sell alcohol to any person under the age of 18 both online and in store. We will not sell or deliver alcohol to anyone who is, or appears to be, under the age of 18. By placing an order you confirm that you are at least 18 years old and we reserve the right not to deliver if we are unsure of this. We take our responsibilities as a retailer very seriously, and now that we are selling alcohol, we have put various measures in place to verify that customers buying alcohol are over 18.
During the online ordering process, we use a service called AgeChecked, a secure online verification system that checks your details against a national database. AgeChecked uses a tokenised system, which means that as your data passes through the checker, it is anonymised and AgeChecked don’t keep any personal data on their system. It works in the same way as secure online payments or gov.uk ID verification does. As soon as the age of the customer is proved, your data is wiped and nothing is retained by AgeChecked.
Parcelforce rules require us to package a maximum of 1 litre of alcohol per parcel. If you are ordering two bottles of wine, for example, these will come in two separate packages (but the same delivery provided they're part of the same order).
As a responsible retailer, we have also taken the extra step of incorporating Parcelforce's Age Verification Service (AVS) to delivery of alcohol. This is charged at £2.50 per consignment, which is why all alcohol sales from Different Kind incur our Express Delivery fee of £9 (based on the weight of the delivery, the value and incorporating the AVS fee).
Should you wish to order more than 1 litre of alcohol, we may contact you to arrange for an alternative delivery service (e.g. if you would like to order a case of wine).
Customer service
Our lovely team is on hand for your queries, please contact them at hello@thedifferentkind.com and they will get back to you within 48 hours Mon-Fri (apart from the observed Bank Holidays).
Returns
We want you to be happy with your purchases. Should you want to return or exchange an item, you may do so, so long as the item is in the same condition as when you received it.
Unfortunately, we are unable to accept returns of food, drink or cosmetic goods e.g. lip-balm. You have 30 days to return the product. To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be in the original packaging.
Please email us at returns@thedifferentkind.com with your reason for returning the goods and photos of the item if it is damaged or spoiled. Once the exchange or refund has been issued, you will receive an email confirmation.
Shipping your return
To return or exchange your item, you should post it to us at:
Different Kind (Returns)
27a Greenwood Place
Kentish Town
London NW5 1LB
Please include a copy of your original order confirmation email and indicate which item is being returned or which you wish to exchange. Please do not send your purchase back to the producer.
Depending on where you live, the time it takes for any exchanged item to reach you may vary.
Please be aware that you are responsible for shipping costs of any return or exchange, and the risk of loss or damage to the items that you are returning, until they have been received by us. For your protection, we recommend that you use a recorded delivery service when returning items.
Refunds
Once your return is received and we have checked it over we will send you an email to let you know that we have received your returned item and what will happen next.
If the return is in order, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 5 working days.
If you haven’t received a refund yet, first check your bank account or credit card provider, it may take some time before your refund is officially posted in their systems.
If you’ve done all of this and you still have not received your refund, please contact us at returns@thedifferentkind.com.
Exchanges
We will do our best to send out an exchanged item as soon as we can and will cover delivery cost for that exchange.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.