Delivery, Returns & Customer Care
Order on Sunday at 5pm and the laws of physics dictate that you won't get your order by Monday at 9am. That said, we will try to get your order to you as soon as we can.
And we're going to re-watch Back to the Future just in case we've missed a trick.
Postage and packing is free for UK orders over £40 value. For UK orders under £40, and for all orders to Europe and the Rest of the World, shipping charges apply calculated by the weight of the item, its volumetric weight and other factors. Yes, we ship worldwide. Remember, that you will need to log in and add items to the basket to see the shipping rate.
We don't aim to make money on postage (in fact, we often lose money!) but we ONLY send by tracked/signed for services, usually using a recognised courier. Currently we use UPS for most of our deliveries as they (generally) have better customer service, or Royal Mail first class/airmail tracked for smaller orders. This means that carriage can be quite expensive on international orders (a package that could be sent for £6 on an untracked service will be sent by us for over £10 on a tracked, signed-for service - sorry, that's just the way it is); domestic retailers of our products may be able to offer a faster, cheaper service - and some products simply won't be economical to ship. Sometimes, adding or subtracting an item can make all the difference, so feel free to adjust your basket. Anything bulky or heavy won't like leaving the country...
We strive to deliver your purchase to you as soon as we can; in some cases this will be the next working day (place your order before 11am for best results). Orders place in late morning or the afternoon will often go the next day due to courier collection timings. However please allow up to three working days for delivery of UK orders before contacting us.
For European orders, please allow fourteen days from the order date. For Rest of World orders, please allow twenty one days from the order date.
No responsibility can be accepted for delivery to an incorrectly submitted address or if the delivery is not clearly signed for by the purchaser.
Please accept damaged items and then notify us immediately of the damage and take photographs of the packaging and the item. Trust us, it is easier to put things right this way.
Cancellations. Please research products and pricing carefully before ordering; cancelling an order after payment and processing incurs costs and may cause issues - sometimes we physically can't stop something leaving the warehouse before it is too late. We will only allow cancellations to orders in EXCEPTIONAL CIRCUMSTANCES and a cancellation fee of 10% (orders of £100 and under) or 5% (orders over £100) will apply (to cover admin and restocking costs).
Returns & Customer Care
If you are not 100% happy with your purchase, you may return it within fourteen days for a replacement product of the same type or value, or a refund, excluding original and return carriage costs and any restocking charges or administration fees. The order would need to be sent back to us tracked/signed for. If part of the order is returned, discounts and free shipping deals may also be taken into account regarding the refund amount. This does not affect your existing statutory rights.
Always read the instructions if you can't get on with a product. We get dozens of calls a year from customers who haven't read the label and then use the product incorrectly, see strange side effects or realise it isn't suitable for their car or needs. Many of our labels are peelable with hidden information inside a booklet bound to the bottle. We even print these instructions in 13 languages! Shelf life or products is pretty good but storage can be critical. Lid on, never too hot or cold. And keep away from children and pets.
Woollen (Natural) Wash Mitts
All woollen wash mitts should be inspected before first use for loose stitching. These are 100% natural with a hide backing, and have a limited life span no matter how carefully they may be looked after. If they get over-dry, the stitching may break. If they are left wet in a bucket or damp in a plastic bag, they may rot. Never machine wash or tumble dry and avoid radiators. Allow them to dry naturally and use them every two weeks to prevent them becoming over-dry.
Machine polishers have a 2 year warranty from the date of purchase. If you have a problem with your machine within that time, please send it back with your name, email, telephone number and daytime delivery address inside the box. Please also include a copy of the original invoice (or reference to the date of sale/invoice number) and a brief description of the fault. Send by economy signed-for parcel service to: Dodo Juice Returns, Unit 31 Golds Business Park, Jenkins Drive, Elsenham, Essex CM22 6JX, UK. We will inspect machines usually within 24 hours of receipt and then repair, replace or refund, as necessary, should a warranty fault be found. Wear and tear, customer damage etc. are not warranty issues and repairs would have to be paid for in these instances (max repair charge currently 35 GBP plus VAT plus return carriage). Please be realistic with your expectations. Over half the machines we see returned have been damaged by the customer, usually by running the machine at very high temperatures. Good technique looks after your pads and machine, as well as getting good results. Pads and machine rarely fail for no reason and they are unlikely to be to blame. Remember the old adage about bad workmen...
Supernatural Wooden Jar Refills
Supernatural Wooden Jars (Iroko or Walnut) can be sent back to us for refilling with wax for the cost of a 200ml Supernatural Jar (you get 250ml of wax in a refill). The price includes an inside plaque to the jar if it is lacking one, plus return carriage worldwide. If sending a wooden jar to us, please contact us in the first instance to say it is being sent, then send it with your name, email, telephone number and daytime delivery address inside the jar, to Dodo Juice SN Refill, Unit 31 Golds Business Park, Jenkins Drive, Elsenham, Essex CM22 6JX, UK. DO NOT insure the wooden jar or place a higher value on the package than £20. We will not accept any customs charges. However, please send it by a tracked or recorded service as we can only fill wooden jars that we receive. We will generally fill jars within 2-4 weeks from receiving them, then please allow 2-31 days for return carriage, depending on where you are in the world. This means that the refill process may take as long as two months.