Returns:
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We do accept returns for 14 days if you are not happy with your item.
The customer must pay for postage on any returns. We will not accept returns or refund any item that is sent back to the shop damaged it must be in the same condition that it arrived in.
Any damages must be reported within 48 hours of receiving the product.
We will not issue a refund until the product is back with the shop and refunds may take up to 14 days to process.
Fossils will have imperfections, repairs and sometimes restoration please ask the store for any photos required, and judge accordingly, we will always supply you with a honest assessment of the item. We highly recommend any customers returning items via postage insure their items as we will not issue refunds if the item/items gets lost of damaged in postage.
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Breakages/damaged on delivery:
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If an item arrives broken photographic proof must be sent and the shop notified within 48 hours of receiving the item. With clear photos of the item in their delivery box damaged. We usually offer the following options: full refund, replacement or a credit note or voucher.
In the event of a damaged item we usually cover any further delivery costs.
Underground fossils reserves the right to refuse a refund if we feel the item has been mishandled or damaged by the customer after delivery.
Our fossil guarantee:
If your purchased fossil ever turned out to be fake or completely wrong we will issue a full refund.
fake fossils are: completely false or made up of completely wrong species to deliberately mislead.
Fillers, repairs, restoration, incorrect ID or change of scientific name or wrong locality dose not constitute as fake and we will always do our best to state any repairs and the condition of the fossil at time of purchase.
The guarantee only counts for the sole individual who originally purchases the fossil, we will not refund with any second parties or persons.
The fossil must be in the same condition as when it was purchased, any damages or alterations will result in a void guarantee.
If there purchaser disputes the fossils authenticity the purchaser must provide adequate proof that must be given by an impartial scientifically accredited persons before a refund will be considered. We will also request assessment from our own professional wholesalers where appropriate. Underground fossils reserves the right to investigate authenticity claims and request appropriate independent evidence before accepting a claim under our authenticity guarantee.
Refunds can take up to 14 days and we may also request to get any disputes verified by our own experts before any refunds are considered or issued. A valid receipt or proof of purchase must be provided.
If your are simply not happy with an item on arrival you have 14 days to request a return and receive a full no quibble refund, once the item has been received by ourselves and is in the same condition as we sent it we will happily send a full refund as part of our buy with confidence guarantee, please note refunds may take up to 14 working days this is the bank/payment system processing time not ours.
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In store customer behaviour:
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Underground fossils has a zero tolerance policy on rude, aggressive or disruptive behaviour. We always treat visitors with respect and expect the same in return. Anyone being rude, abusive, disruptive or damaging/miss handling items will be asked to leave the store and may be permanently banned. Threatening behaviour will result in the police being called and immediate permanent ban from entering the store. We operate CCTV on these premises for everyone's safety.
Shoplifting of any kind will result in immediate police action and a permanent ban from the store.
Children are welcome in the store providing they are supervised at all times and capable of not handling the items for sale. Any person or child who is risking breakages may be asked to leave the shop. All breakages must be paid for in full.
Well behaved dogs are welcome inside the store but at the owners responsibility any breakages due to the dogs behaviour will need to be paid for in full.
International shipping:
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We ship to most countries worldwide.
EU customers:
Due to new EU packaging rules we have suspended all deliveries to EU member states whilst we asses the situation. We can still deliver to countries in Europe not in the EU.
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We have two shipping options:
Economy via Royal main and Parcelforce international global priority £25
Premium DHL international £60
Free economy delivery on any international order over £150.
Free premium international delivery via DHL on orders over £300.
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WE DO NOT COVER IMPORT TAXES AND COUNTRY'S IMPORT FEES OR ADMINISTRATIVE SERVICES. We only cover the shipping cost of an item. The item will be insured and we will not declare any item as a lower value than it is worth. It is up to each customer to check their countries import and delivery processes. It is also the customers responsibility to check that they can import the items to their country.
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Delivery estimates can vary from factors outside of our control,
delivery times are estimates and may occasionally be extended by customs clearance, carrier delays or delivery to remote locations. In some areas DHL/Fedex may transfer the parcel to an approved local delivery partner for the final stage of delivery. Your shipment will remain tracked and insured.
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International items may be returned if your not happy with them but the postage and fees are at the customers expense and the item must arrive back in the exact condition we sent it in before refunds are given, customers must make sure their returns are insured as we will not issue a refund if the item gets lost or arrvies damaged.
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If an item arrives broken please let the shop know within 48 hours of receiving the parcel with photos of the damaged item and the packaging condition.
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If you cannot find your country on our shipping list please contact the store and we will see if we can arrange shipping to your destination. ​
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If you have any issues or concerns about an order please contact the store we are always happy to help and want every customer to have a positive shopping experience with Underground fossils.