Delivery & Returns Policy

Last updated: 8 Aug 2026

This Delivery & Returns Policy applies to physical products purchased directly from Epic Tales through our online catalogue.

Epic Tales is operated by Epic Storytelling Ltd. References in this policy to “Epic Tales”, “we”, “us”, or “our” mean Epic Storytelling Ltd.

This policy should be read alongside our Terms & Conditions. Nothing in this policy limits or excludes any rights available to you under applicable consumer law.

We accept online orders for delivery to eligible addresses anywhere in the world. Delivery options available for an order will be shown during checkout.

Please provide a complete and accurate delivery address. We are not responsible for delays or failed delivery caused by incorrect or incomplete information supplied by the customer.

Applicable delivery charges will be calculated and displayed during checkout before the order is submitted.

Standard UK delivery is not automatically free. A customer may qualify for free delivery where:

• a valid free-delivery or institutional coupon code is entered during checkout;
• the order forms part of an arrangement under which books will be supplied at a complimentary Epic Tales visit; or
• we have expressly agreed another delivery arrangement in writing.

Coupon codes are subject to their stated eligibility requirements, validity period, and other conditions. A code must be entered and accepted during checkout unless we have agreed otherwise.

Where a customer requests a different or enhanced delivery method, any additional charge must be agreed before that method is arranged.

Where sufficient stock is immediately available, orders are usually delivered within one week.

Where a product needs to be reordered or reprinted before it can be supplied, delivery will usually take three to four weeks. The relevant expected delivery period will be displayed on the product page or communicated to you.

Delivery times are estimates rather than guaranteed dates unless we have expressly agreed a particular delivery date with you.

We will contact you if:

• an item becomes unavailable;
• a material delay is expected;
• we need further information to fulfil the order; or
• we cannot deliver within the agreed timeframe.

Unless a different delivery period has been agreed with you, consumer orders will be delivered without undue delay and no later than 30 days after the contract is made.

Where an organisation purchases books as part of an arrangement that includes a complimentary Epic Tales visit, the books will normally be brought to and supplied at the organisation on the date of that visit. No separate postal delivery charge will apply where the books are supplied in this way.

The organisation may ask for the books to be delivered separately or before the visit. Any applicable postage or other delivery charge will be confirmed before the alternative arrangement is agreed. A valid coupon code may remove that charge where the organisation is eligible for free delivery.

If the associated visit is postponed, rearranged, or cancelled, we will contact the organisation to agree whether the books should:

• be retained for the rearranged visit;
• be delivered separately, subject to any applicable delivery charge;
• be collected or supplied through another agreed method; or
• be dealt with in another mutually agreed manner.

Where an organisation is acting for purposes relating to its trade, business, or profession, statutory consumer cancellation rights may not apply. Any return or cancellation rights expressly agreed in the order confirmation, this policy, or the parties’ separate agreement will continue to apply.

Responsibility for goods passes to a consumer when the goods are delivered to the consumer, or to another person identified by the consumer to receive them.

Please inspect your order reasonably promptly after delivery. Contact us as soon as possible if:

• anything is missing;
• you received the wrong product;
• an item arrived damaged; or
• you believe an item is faulty or materially different from its description.

Providing photographs of damaged packaging or goods may help us investigate the problem. This does not affect your statutory rights.

A consumer who purchases goods online normally has the right to cancel the order without giving a reason.

You must tell us that you wish to cancel no later than 14 days after the day on which:

• you receive the goods;
• a person nominated by you receives the goods; or
• for an order delivered in separate instalments, you receive the final item.

You may notify us by emailing stories@epictales.co.uk. Your cancellation notice should clearly identify:

• your name;
• your order number;
• the goods being cancelled;
• the date on which the goods were ordered or received; and
• your contact details.

You do not need to use any particular wording, provided that your decision to cancel is clear.

If you contact us before an order has been dispatched, we will try to stop the shipment. If the order has already been dispatched, you may need to return it in accordance with this policy.

After notifying us that you are cancelling, you must send the goods back without undue delay and no later than 14 days after the date on which you notified us.

Please contact us before posting a return so that we can confirm the appropriate returns address and provide any relevant instructions.

You are responsible for ensuring that returned goods are adequately packaged. We recommend obtaining proof of posting and using an appropriate tracked or insured service where the value of the return justifies it.

For an ordinary change-of-mind return, you are responsible for the direct cost of returning the goods unless:

• we have expressly agreed to pay it;
• the goods are faulty, damaged, misdescribed, or incorrect; or
• the law requires us to bear the cost.

We accept returns of complete orders or individual products from an order.

You may inspect and handle a product to the extent reasonably necessary to establish its nature, characteristics, and condition, in much the same way as you could examine it in a shop.

Please return unwanted products in a resalable condition wherever reasonably possible.

We may reduce the refund to reflect any loss in value caused by handling that goes beyond what was reasonably necessary to inspect the product. This may include material marking, writing, creasing, staining, damage, or other use of a book beyond reasonable inspection.

Opening ordinary protective or delivery packaging will not, by itself, prevent a return.

Where you validly cancel an eligible online consumer order, we will refund:

• the price paid for the returned goods; and
• any amount you paid for our least expensive standard delivery method.

Where free delivery was applied to the order, there is no outbound delivery charge to refund.

We are not required to refund:

• any amount paid above the cost of our least expensive standard delivery method;
• charges for enhanced, expedited, or specially requested delivery;
• the direct cost of returning unwanted goods, except where we agreed to bear that cost or the law requires us to do so; or
• any delivery charge that was not actually paid because a coupon code or other free-delivery arrangement was applied.

We may withhold the refund until:

• we have received the returned goods; or
• you provide satisfactory evidence that you have sent them back,

whichever occurs first.

The refund will be made without undue delay and normally within 14 days after the relevant return or evidence is received.

Refunds will usually be issued through the original payment method unless we expressly agree another method. We will not charge a refund administration fee.

Goods supplied by Epic Tales must be:

• of satisfactory quality;
• fit for any particular purpose made known to us;
• as described; and
• supplied in accordance with applicable consumer law.

Contact us promptly if you believe that a product does not meet these requirements.

Depending on the circumstances and the applicable law, you may be entitled to:

• reject the goods and receive a refund;
• receive a replacement;
• have the goods repaired, where appropriate; or
• receive a price reduction.

For qualifying consumer purchases, the short-term right to reject faulty goods will generally be available for 30 days after delivery.

We will bear reasonable return costs where goods are faulty, damaged on arrival, incorrect, or misdescribed. Please contact us before returning them so that we can agree an appropriate return method.

We may ask for reasonable evidence of the problem and proof of purchase. This does not affect your statutory rights.

We are not responsible for damage caused after delivery by:

• misuse;
• neglect;
• accidents;
• unreasonable storage;
• unauthorised alteration or repair; or
• ordinary wear and tear.

This does not exclude responsibility for an underlying fault that was present when the goods were supplied.

Refunds will normally be issued to the person who placed and paid for the order, using the original payment method.

A gift recipient may contact us about a problem with an item, but we may require information or authorisation from the original purchaser before issuing a refund or accessing order details.

If an order is returned to us because:

• the address supplied was incorrect or incomplete;
• delivery was refused;
• the recipient did not collect the parcel; or
• delivery could not be completed for reasons outside our control,

we will contact the purchaser.

We may require payment of reasonable additional delivery costs before sending the order again, unless the failed delivery was caused by us or by a carrier acting on our behalf.

Where the purchaser instead asks to cancel, any refund will be handled in accordance with this policy and applicable law.

We are not responsible for delay caused by circumstances outside our reasonable control, such as severe weather, industrial action, transport disruption, carrier failure, natural disaster, public emergency, or interruption to essential services.

If such circumstances cause a material delay, we will contact you as soon as reasonably possible and take reasonable steps to minimise the effect.

Where there is a risk of substantial delay, you may contact us to discuss cancellation and any refund to which you are entitled.

For delivery, cancellation, return, or refund enquiries, contact:

Epic Tales
Operated by Epic Storytelling Ltd
Email: stories@epictales.co.uk
Registered office (not for returns): 29 Watnall Road, Hucknall, NG15 7LD, UK

Please include your order number whenever possible.

This policy gives practical information about our delivery and returns process. It does not replace, restrict, or exclude any rights or remedies provided by law.

Consumers may obtain independent information about their rights from Citizens Advice or their local Trading Standards service.