Delivery & Returns Policy

Delivery & Returns Policy

Shipping And Handling
For your peace of mind all orders are sent with proof of posting and are insured against loss or damage. When your order is dispatched you will receive an email to notify you of this. It will also contain the tracking code for your order. Please use the following link to track your parcel:

For Royal Mail deliveries:

Please where you can contact the couriers directly for any delays or problems with your parcel. Contact details will be on the initial email they send out to you.
If you receive a card to say that Royal Mail attempted delivery please contact them immediately using the details on the calling card. If you have not received a card please contact your local Royal Mail depot and confirm both your full name and order number to rearrange delivery.

Please ensure that the address details you supply are complete and correct prior to completing your order, as these details cannot be changed once the order has been despatched.

Dispatch Schedule
We aim to dispatch all orders received by 3pm the same day Monday to Friday. Subject to items being in stock. Any orders placed after 3pm will be despatched the next working day - this does NOT include weekends.

U.K Delivery Options:
Tracked & Signed Second Class Delivery : £3.99 fee ( 2-4 wording days)
Tracked & Signed First Class Delivery : £4.55 fee ( 1-2 working days)
Royal Mail Next Day Guaranteed Delivery : £7.50 fee (Guaranteed Next Working Day by 9pm, this has been extended due to COVID-19 delays – you must order and complete payment by 3pm)

Please note this Guarantee delivery option does not apply to weekends.

International Delivery Options:
For International Delivery - please enter your country and postcode, the website will then show you the correct chargeable amount for your country using Royal Mail’s pricing guide.

Lost Or Undeliverable Orders
All products on our website are legal in The United Kingdom. We cannot provide any information on the legal status of a product in any other country. You accept the responsibility to inform yourself about your local laws, import and custom regulations before ordering and you certify that the import to your country of the products ordered is legal. By placing an order at Infusion CBD you accept all responsibilities regarding the legality of the products that will be shipped to you.

We are not able to resend or refund orders which have been seized/
destroyed by Customs.

If your order is lost in the post we will send you a replacement according to the timescale designated by the chosen courier for items to be considered lost. If your order is damaged we will send you replacements for the damaged items immediately.

If your order is returned to us due to insufficient or incorrect delivery information being supplied to us by you or through the goods being otherwise undeliverable through no fault of our own we may, subject to discretion, charge a redelivery cost equivalent to the cost of redelivery + a 20% administration fee.

Please ensure that you give us correct postal information and that you accept delivery or collect your items in a timely manner to avoid redelivery costs.
All orders are sent with proof of postage and insurance. If you do not receive your order within the stated times please contact us and we will investigate and, where appropriate, resend your order. Please note that all deliveries are made via third parties and are subject to their terms and conditions. Although we make our best efforts to get your order to you as quickly as possible we are not able to guarantee levels of delivery service and timescales for delivery. If we are aware of any delays in delivery times we will contact you immediately. You may cancel your order without cost up to the point that you receive confirmation that your order has been dispatched.

Once an order has been dispatched you may return the goods within 30 days of receipt. Goods must be unopened with seals in tact. If an item has been used/opened we cannot accept a return due to potential denaturing of the product.

To cancel or return goods please contact us via email quoting your order number.
You must notify us within 7 days of receipt of goods for any Damages/Faults or
incorrect products received.

Please use a secure tracked and signed service such as Royal Mail when sending back an order as our returns team are not able to action any return without the order being received.

Please also ensure that your full name and order number is confirmed inside the box so we can identify the order placed and contact you as soon as possible.

Please refer to the ‘best before’ dates on product packaging to determine product life. However, we guarantee a minimum of 3 months shelf life from when the product is dispatched.

You can send returned items to:
Infusion CBD
135 Park View
Whitley Bay
NE26 3RG