We want to provide you with the very best online shopping experience, that’s why when you shop with us you can be assured of:
If you have any enquiries about delivery, please call us on 01458 830727 or email hello@imaginariumglastonbury.co.uk and we will be happy to help!
We comply with The Sale of Goods Act 1979 (as amended), Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 and distance selling regulations. It is important that you read this information to ensure a smooth and efficient transaction.
When your order has been received and has been dispatched, we will email you to let you know its on its way and supply you with a tracking reference where possible.
From time to time items do go out of stock in the shop before the website updates so we may also need to contact you about shortages, replacements or refunds, or if there will be any delay in dispatching your order. We will contact you via email so please make sure you check (including your spam folder!) so we can process your order as quickly as possible.
If you are ordering from a country outside of the UK, it is possible that there may be customs fees/import duty. The buyer is responsible for any charges imposed by their country. If you’re outside the UK, please research how much you may be charged for handling/VAT/duty etc before ordering.
We are passionate about recycling! Wherever it is possible, we will re-use cardboard, bubble wrap etc when we pack your order.
We offer a click and collect service, where you can buy online and collect your purchase(s) from our shop at 3 Market Place, Glastonbury, Somerset BA6 9HD during standard opening hours.
When placing an order on our website, you will be given the option to choose our Click & Collect service where available, which will allow you to collect your item(s) Simply select your items, continue to the checkout process and select ‘Click & Collect’ as your preferred ‘Delivery Method’ , then proceed to make payment of your goods.
Once you have ordered and paid online for your item(s) we will email you when your item(s) are ready for collection from the shop, this can be anywhere between 24 and 72 hours after the order is placed, depending on how busy we are.
Your order will be held and available for 7 days following the date of order. We cannot hold orders longer than this. Once this time expires your order will be cancelled.
Please do not travel to the shop until you have received an email from us to say that your order is ready.
Please note that we are unable to refund any Click & Collect orders directly in store.
We are based in the UK but we ship all over the world.
All UK orders are dispatched via Royal Mail 2nd Class Standard Post, Royal Mail Tracked 48 Post, DPD Courier Service or you have the option to choose Royal Mail Special Delivery at the checkout. We use Royal Mail Standard/Tracked International Post for anywhere outside of the UK. Orders are usually dispatched within 48 hours of them being received, however this may be extended to between 48 and 72 hours for larger orders and during busy periods and no orders are dispatched on weekends at any time of year. Please note that the postal service used is dependent on the value of the items ordered, orders under £20 (excluding postage costs) are sent via 2nd Class Standard Post and orders over £20 (excluding postage) are usually sent via Tracked 48 Post. Orders with a value over £75 are sent via DPD.
Within the UK Tracked 48 mail should be delivered within 48 hours of dispatch and 2nd Class mail normally takes 2 -3 working days after dispatch. Standard International post is likely to take a minimum of 7 working days but this time frame can vary drastically from one country to another, if you require your order by a specific date then please contact us for a more exact time scale for your country. Please remember these time frames are only approximations and things may take longer at busier times of the year.
Larger items/orders are dispatched using a 2-4 working day courier.
Postage fees are calculated dependent on the size and weight of the items you order and will be displayed in your shopping cart before you check out, please be sure to use the drop down menu to carefully select your postal region.
When you purchase jewellery from our website please choose the Royal Mail Special Delivery option to insure your jewellery against loss, otherwise your order will be sent uninsured and at your own risk.
Occasionally items do go out of stock in the shop before we have time to update the website. If you purchase something that we do not have in stock we will email you about replacements/refunds so please keep an eye on your emails (including your spam folder!) as this is how we will contact you for anything related to your order.
No orders are dispatched on weekends or bank holidays, if you would like something urgently or by a specific date then please let us know by email or give us a call so we are aware and we will do our best to get your order to you in time.
Unfortunately we cannot be held responsible for certain items damaged in the post as Royal Mail do not offer insurance on anything made from or containing glass, resin, ceramic and other fragile materials, you purchase fragile items and items containing any of these materials at your own risk. We will of course endeavour to package things safely and securely to reduce the risk of receiving damaged goods. We also ask that you open fragile goods with care.
Every now and then items do unfortunately go missing in the post, as we do obtain proof of posting we will always try and make a claim on lost goods which enables us to then refund you for your item(s) not received, however please note that this process can take 3-4 weeks to complete. If your order has not arrived within 14 working days please contact us by calling us on 01458 830727.
Any issues with your order please contact us by email at hello@imaginariumglastonbury.co.uk within 7 working days of receipt. If a product is faulty or damaged please include photos with your email.
If you fail to collect an undelivered order and it is returned to us and you wish for it to be redelivered you will be charged a £5.00 administration fee plus the cost of sending the order to you again.
For your safety we accept the following payments:
If you’re not completely satisfied with your purchase you can return it to us and we will refund it for you. The cost of returning the item to us will be at your own expense, you should also ensure you have adequate postage and cover should an item get lost in the post so that; in case of a lost or damaged item during its return, you can make a claim against the delivery service provider that you use..
Our policy lasts 14 days. If 14 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it with the original packaging and tags.
Please take care to put items back in the correct garment bags or product boxes. Please do not stick labels or tape to those bags or boxes.
Due to hygiene reasons and the safety of our staff and customers, we cannot accept returns of any of the following, hosiery, pierced earrings, body jewellery and hair dye.
If your order has been damaged in transit or is faulty or incorrect, please get in touch before returning it to us. Please call us on 01458 830727 or email hello@imaginariumglastonbury.co.uk and we will be happy to help! Photos will be required of any damage/faulty products.
Once your return is received, inspected and processed we will send you an email notification. Please allow up to 14 days for us to process your return after we have received it. We will process your return as fast as possible but please allow us at least 14 before contacting us.
We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days depending on your payment method provider.
Original postage costs are non-refundable and unless your order is faulty you must return it to us at your own expense. We recommend using a tracked delivery service We always recommend keeping proof of postage, as we cannot be held responsible if return items are lost in transit and we cannot refund for orders that we do not receive back.
Please ensure your order is well packaged, if it is damaged on the return journey to us you will need to claim for this through whoever you chose to return it with.
We currently do not offer exchanges for items bought online, please arrange a return and then place a new order, we can then arrange a refund.
The cost of returning the item and the original postage paid is not refundable.