Delivery Policy

 

How much is delivery?

Delivery to UK Mainland addresses is £5.99 up to £50. Purchases of over £50 are eligible for free delivery.

Delivery to non-mainland UK addresses is £9.99 up to £100. Purchases over £100 are eligible for free delivery.

Areas categorised as non-mainland are postcodes: BT, ZE, HS, GY, JE, IM, PO30+

How long will my order take to get to me?

At Vista we endeavour to despatch all orders received before 3pm the same day for next day delivery, Monday to Friday.

Orders placed after 3pm on Friday and over the weekend will be despatched on a Monday for next day delivery on Tuesday.

If you require delivery on a Saturday, please contact one of the Vista team who can arrange a bespoke delivery price for you.

Next working day delivery only applies to UK Mainland addresses, with offshore islands, Scottish Highlands and other remote areas of the UK being excluded from this offer. Next working day delivery is also not available outside of the UK.

Due to factors beyond our control, Vista cannot guarantee next-day delivery for all orders placed before 3pm. As a result, any claims for losses resulting from a failure to meet this service will not be accepted.

How do I track my order?

From the moment you ordered your Vista products to cracking open the tubs and pouring your perfect masterpiece for the very first time, we’re working hard to make delivery as simple and stress-free as we can.

Urgently need to know how long you’ll be waiting for your Vista order? We understand and we know how important your Resin order is to you.

Once your label has been created you should receive an email with your tracking number. If your order is coming in boxes this will be with our chosen courier service - FedEx. An order placed for a large quantity will be put onto a pallet(s) therefore this will go with our chosen Pallet Courier. Please contact us if you would like to track Pallet orders using the contact details below.

Check your Junk Mail in case of it slipping into here. Or make sure you have checked the inbox of all your emails. We’ve all done it before, thought we entered one email when it was actually another.

Regular updates on your order can be tracked via FedEx’s shipment tracker https://www.fedex.com/en-gb/tracking.html. Simply copy and paste your tracking number from your shipment email to see all the updates.

If you are ordering from outside of the UK, your parcel will be delivered by DHL and tracking information can be found here: https://www.dhl.com/nl-en/home/tracking.html.

Who do I contact about an issue with my delivery?

Sometimes, despite all our efforts, things can go wrong. Rest assured; the Vista team are here to help if this happens. You can contact the logistics department in a number of ways:

By email: experience@vistaresin.com

By phone: 01482 778897 (option 5)

By live chat: vistaresin.com website

When you do contact us, if you have your Vista order number to hand it will help us answer your query more efficiently.

You can also speak directly to the FedEx customer care team if the issue is directly with FedEx themselves. They are available on 03456070809, just make sure to have your tracking number to hand.

How long will my international order take to get to me?

International delivery time is dependent on shipping country, a table of shipping dates by country is listed below. Please note that due to delays out of our control (customs clearance, haulage availability, transport delays etc), these shipping dates are only estimates and Vista cannot guarantee specific day delivery and cannot give compensation in relation to late deliveries.

 

Country

Approx. Transit Days

Austria

3

Bulgaria

5

Croatia

3

Czech Republic

3

Denmark

3

Estonia

4-5

Finland

5

France

3

Germany

2

Hungary

3

Ireland

4

Italy

2-4

Latvia

4

Lithuania

3

Luxembourg

2

Poland

3

Portugal

5

Romania

4

Slovakia

3

Slovenia

3

Spain

4

Sweden

3

 

Can you ship to other Countries not included in the list above?

Yes we certainly can! If you have any specific requirements, you can contact the Vista team on sales@vistaresin.com and we can arrange a custom delivery quote for anywhere in the world!

Do I pay Local Taxes?

If you are a customer shopping from inside the EU you will automatically be charged your local VAT/GST rate by our website. The goods will then be shipped from within the EU to your address and no import duty will be due.

If your country is not within the EU, you may well be charged import duty by your country's customs office when the goods enter your country. The rate of import duty varies from country to country and even from product to product. In some countries, no import duty is charged at all on orders below a certain value and in other countries import duty is always charged regardless. In most cases, if duty is to be collected it will be collected by the courier company delivering your goods (for example FedEx or DHL) who will contact you on behalf of your country's customs office to collect any duty due. If you are in any doubt, please contact your country's customs office.

Please note that import duty is totally outside of our control. If you refuse to pay import duty on goods we send to you, the goods will either be returned to us or destroyed, both of which will be at your cost.

Why don’t you offer expedited international delivery?

Due to casting resin being classified as ‘Dangerous Goods’ for transportation, there are a number of restrictions that apply. These restrictions are tightest for air travel, which is the mode of transport used for any expedited service outside of the UK. These restrictions would mean that the maximum size that we would be permitted to send would be our smallest units but would also attract a high delivery charge and several dangerous goods surcharges. While possible, the cost relative to the value of the goods would be very high. 

If you do wish to discuss expedited delivery, please contact one of the Vista customer service team members who will be able to assist you.

Returns & Refunds

For non-business customers goods can be returned to us for a full refund if notified to us within 14 days of delivery; you have a further 14 days to dispatch the goods for their return back to us. Before returning any item you must contact us to advise that you are returning them which will be confirmed by the issuing of an RMA number.

To return goods that are not faulty (i.e. because you changed your mind) they must be unused and in the condition they were delivered to you in. This does mean that, unless found faulty, we are unable to accept returns for opened containers of resin or hardener.

Before returning an item you must contact us whereby you will be issued with an RMA number. We are unable to issue any refunds for products returned to us where we have not been contacted (within 14 days of receipt) to advise us that you are returning goods.

Refund of Delivery Charges (Cancelled Orders)

If you return an order in its entirety then your outbound delivery charges will also be refunded (for orders within the EU). If you return only part of an order then the outbound delivery charge refund will be calculated based on the total postage cost of the original order (using standard service) minus the cost to send the items you are keeping (using standard service). Due to the way that shipping costs are incremented, this will often result in no delivery charge refund being due.

Standard delivery charges are economy/ground/non-timed services. If you selected a non-standard delivery service for your order (timed service, Saturday, expedited etc.) then only the standard delivery charge will be refunded.

Faulty or Defective Goods

Any goods found to be faulty or defective and notified to us within 14 days of delivery can be returned to us for a full refund. Before returning any goods you must contact us to let us know, whereby you will be issued with an RMA number (see below).

Refund of Delivery Charges (Faulty/Defective Goods)

If you are returning faulty or defective goods then your outbound and return delivery costs will be refunded in full (for orders from within the EU).

In the event that you are returning faulty or defective goods which were ordered as part of a larger order then the outbound delivery charge refund will be calculated based on the total postage cost of the original order (using standard service) minus the cost to send the items you are keeping (using standard service).

Business Customers

It is assumed businesses have an understanding of the specialist products manufactured by Vuba and so refunds are only available via prior agreement (prior to the sale) or at our discretion and will be subject to a re-stocking charge between 25% and 40%.

Exclusions

Products manufactured as part of a batch for a customer are excluded from our returns policy. For example, if we are asked to match a custom colour, or a previous batch of product. All bespoke manufactured products are excluded from our Returns Policy.

If you would like to return any item, you will first need to contact experience@vistaresin.com and speak with one of our team members. They will guide you through the returns process and provide you with an RMA number.

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