Shipping, Carriage, and Delivery
At Happy Donkey, we strive to provide efficient and reliable shipping services for our customers. To ensure a smooth delivery process, we kindly request that you provide us with your mobile number when placing an order. This allows the courier to contact you if necessary during the delivery.
Carriage charges are applied at a flat rate of £5.25 or £6.30, depending on the weight of your order. It’s important to note that if your order contains only coffee, VAT is not applicable to the coffee itself, but it is applicable to the carriage cost. This is in accordance with UK law and not a policy we have created.
For most orders, we utilize the excellent services of DPD as our courier. If you provide a mobile number during the sign-up process, you can expect text notifications and updates regarding your delivery. We kindly request that you specify a safe place to leave the package in the customer comments field, if possible. However, please be aware that this is done at your own risk. Examples of safe places include behind a red wheelie bin or in a rear porch.
On the day of delivery, the courier will provide an estimated time of arrival. Notifications will also be sent via email to keep you informed. While the DPD time prediction service is designed to provide accurate estimates, it is important to understand that it is not guaranteed and may be subject to average traffic conditions in your area. We kindly ask for your flexibility in such cases.
While 93% of our orders have been delivered the next day over the past year, we recommend allowing 3-5 FULL WORKING DAYS for delivery. This allows for any local issues, stock rotation, or unforeseen circumstances like power cuts or internet outages. If we become aware of any problems that may cause a delay, we will make our best effort to contact you promptly via email.
Please keep in mind that Saturday, Sunday, and bank holidays are not considered working days for deliveries.
Thank you for taking the time to read and understand this information.
Delivery to Northern Ireland, Highlands, and Islands
We are pleased to offer delivery services to most locations in this area. Deliveries handled by DPD courier may take up to 2 days for these regions.
Incorrect Addresses and Address Changes
In cases where an order is placed with incomplete or incorrect address information (such as a missing or mismatched postcode), we will make every effort to investigate and rectify the situation. If we can determine the correct destination based on the provided information, we will dispatch the order as usual.
However, if we are unable to establish the correct address or postcode, we will contact you via email or phone (if possible) to obtain the correct details. Please note that we will not dispatch to uncertain or incorrect addresses. Failure to respond to our requests for information may result in a delay in the delivery of your parcel. We appreciate your understanding in this matter.
For new build addresses that may not be recognized by existing databases, please inform us of this situation and provide clear directions and a mobile phone number to assist the courier in locating your address.
If you reside in a challenging-to-find location, we kindly request that you provide detailed directions and a phone number. The more information you provide, the better we can serve you.
Please be aware that if you make yourself unavailable to receive the package and it is returned to us, we will charge both the return carriage fee and an additional fee for re-delivery. To avoid this, we kindly ask that you refrain from placing an order shortly before leaving for an extended vacation, as this may lead to delivery issues. We appreciate your cooperation in this matter.