Delivery Information

  • Delivery locations

    Please note that deliveries to the following postcodes will only be offered a Nominated Day delivery for product deliveries (of which the first available date will be 5 days from the date of order): AB26, AB30-AB56, BT, DD9-DD10, FK8, FK17-FK21, HS, IV1-IV56, KA27-KA28, KW1-KW15, PA20 -PA78, PH3-PH50, PO30-PO36, TD15, TR21-TR25 and ZE. Please contact us for more details.

    We only deliver products to addresses within mainland UK, the Isle of Man and Northern Ireland. We are unable to deliver to Jersey or Guernsey.

    We do not offer delivery on Sunday or bank holidays, and we may have a reduced delivery schedule at various times of the year, e.g. Christmas.

  • Delivery options

    We offer 4 types of delivery service for products:

    • Tomorrow
    • Tomorrow before 10:30 am
    • Nominated Day
    • Saturday

    You will be advised of the charges applicable to your choice of delivery during the check-out process and before you submit your order.

    We normally deliver products between 8am and 6pm Monday to Saturday, unless by prior arrangement.

    For Tomorrow, Tomorrow before 10:30 am and Saturday delivery, orders must be placed before 2pm of the preceding day. Please note, that orders placed on a Friday after 2pm, using the Tomorrow, Tomorrow before 10:30am and Saturday service will not be delivered until the following Tuesday, or the following Wednesday if the Monday is a bank holiday.

    All product deliveries must be signed for by an adult over the age of 18 years. A valid and current identification document (such as passport or driving licence) will be required to be presented to our delivery provider on delivery. We are entitled to assume that anyone aged over 18 years at the delivery address who signs for the delivery has your authority to do so.

  • How can I track my order?

    By providing us with your mobile number during the checkout process, you will receive a SMS the evening before delivery from our delivery partner confirming when your product delivery is due. If the date is not suitable, follow the instructions in the SMS to rearrange delivery or to see what other options are available to you.

    On the morning of your delivery you will receive another SMS advising your delivery window. If the delivery window is not suitable, follow the instructions in the SMS to rearrange delivery or to see what other options are available to you.

  • What if I'm not in when you deliver?

    We will endeavour to fulfil your order by the delivery date set out in the Product Dispatch Confirmation, but all delivery dates and times are estimates only. Subject to any rescheduling by you (see below), if your products are not delivered on the correct day, we will refund your delivery charges.

    If you are not in to receive the products, you should follow the links in the SMS to re-arrange your delivery, visit our Contact Us page, or call our Customer Care Advisors on 0207 887 2755. If we do not hear from you within 7 days, we shall return the products to our warehouse and issue a refund within 30 days. We reserve the right to charge for re-delivery of orders that have not been completed due to incorrect address information being supplied by you or where you are not available to take receipt of the delivery.

  • Can I amend my order?

    Product orders can only be amended whilst the order status is stated to be ‘Ordered’. Whilst the order status is ’Ordered’ amendments can be made by emailing us at contact@clos19.com or by calling our Customer Care Advisors on 0207 887 2755. Once the order status shows as ‘Out for Delivery’, a product order cannot be amended and if you no longer want the products you have ordered you will need to cancel your order (as set out below). Please note orders for personalised products cannot be amended.

    Although we will do our best to accommodate amendments to orders, we cannot guarantee that we will be able to meet your requirements within the original delivery date. Any revised delivery date will be notified to you when we agree the amendments to your order.

    Once you have placed an order for a MHUK Experience, you cannot amend the order. If you have booked a Third Party Experience and wish to amend your booking, you will need to check whether the Third Party Terms permit you to make amendments to your booking. If they do, you will need to contact our Customer Care Advisors on 0207 887 2755 to discuss and process your amendments.