ARK Z‑Vibe Oral Motor Therapy Tool

If there are any supporting files or resources, they will be listed below.

Shipping

Fledglings currently accepts online orders for delivery within the United Kingdom, Isle of Man and Channel Islands. If you require international delivery, please contact us at enquiries@fledglings.org.uk. We may be able to arrange shipping separately, subject to product availability, supplier restrictions and destination requirements.

UK Shipping Information

Shipping charges are calculated and displayed at checkout before you complete your purchase.

If your order contains products supplied from different locations or suppliers, additional delivery charges may apply. These will be shown before payment. This approach helps Fledglings keep individual product prices as affordable as possible.

Warehouse Orders (Dispatched by Fledglings)

DPD Standard Delivery: £5.49 + VAT

• Order cut-off time: 12:00pm (midday).
• In-stock orders placed before midday are normally dispatched the same day on Monday, Tuesday, Wednesday and Friday.
• We do not dispatch on Thursdays. This helps us manage increasing courier costs and keep delivery charges affordable.
• Our warehouse is closed on Saturdays, Sundays and bank holidays.
• Orders received after the cut-off time will normally be processed on the next warehouse dispatch day.

Where DPD is used, tracking information will normally be provided following dispatch.

Dispatch and delivery times are estimates and may occasionally be affected by courier delays, stock availability or circumstances beyond our reasonable control. Your statutory delivery rights remain unaffected.

Delivery Exceptions – Royal Mail Tracked 48

Due to higher courier charges for certain areas, we normally use Royal Mail Tracked 48 for deliveries to the following postcode ranges:

Northern Ireland

• BT (all BT postcodes)

Isle of Man & Channel Islands

• IM1–IM9
• JE (all JE postcodes)
• GY (all GY postcodes)

Scottish Highlands, Islands & Remote Mainland

• AB31–AB38
• AB41–AB56
• FK17–FK21
• HS1–HS9
• IV1–IV63
• KW0–KW17
• ZE1–ZE3
• KA27–KA28
• PA20–PA78
• PH15–PH50

Isle of Wight & Isles of Scilly

• PO30–PO41
• TR21–TR25

Any additional delivery charges applicable to your order will be made clear before payment. Delivery services may vary depending on parcel size, weight, destination and supplier arrangements.

Drop-Ship Supplier Orders

Some products are dispatched directly from our suppliers rather than from the Fledglings warehouse.

These products may have different delivery charges, couriers and estimated delivery times. Please refer to the Shipping Information section on the individual product page before ordering.

Some suppliers are unable to deliver large or specialist products to certain destinations. If we cannot fulfil an order using the delivery arrangements agreed at checkout, we will contact you to discuss the available options, including cancellation and a refund where appropriate. We will not impose additional charges without your agreement.

International Shipping (Including EU Countries)

International shipping is available by arrangement only and is not currently offered through our standard online checkout.

Small parcels to EU countries typically cost between £15 and £20 to ship, although actual costs depend on the destination, parcel dimensions, weight, product type and applicable shipping requirements.

We will confirm the applicable shipping charges and relevant terms before accepting your international order.

Customs Duties, Taxes and Import Charges

Orders shipped internationally may be subject to customs duties, import VAT, handling fees or other charges imposed in the destination country.

We will explain which charges are included in our quoted price and which, if any, are payable by the recipient before the order is agreed. Customers should check the import requirements applicable to their destination.

International Returns

If you purchase an eligible product and subsequently change your mind, you are responsible for arranging and paying the cost of returning it to the United Kingdom, provided this has been explained to you before purchase.

Fledglings does not provide free international return postage for change-of-mind returns. Return shipping from EU countries can be expensive, particularly for large or heavy products, so we recommend considering suitability carefully before ordering.

Where applicable consumer cancellation rights exist, they will be respected. Different arrangements apply where products are faulty, damaged, incorrectly supplied or not as described.

International customers should contact us before sending any return so that we can provide the appropriate return address and customs guidance.

Tracked and Insured Delivery

If you require a particular tracked or insured delivery service for a valuable or time-sensitive order, please contact us before ordering.

Email: enquiries@fledglings.org.uk
Telephone: 0203 319 9772

Delivery

Products held in stock at our warehouse are usually dispatched within two working days of order processing, subject to our published dispatch schedule.

Estimated delivery times for supplier-dispatched products are provided on the relevant product pages wherever available.

Goods remain the property of Fledglings until payment has been received in full. Responsibility for goods during delivery remains subject to your statutory consumer rights.

If your order is delayed, lost or arrives damaged, please contact us so we can investigate and arrange an appropriate resolution.

Returns & Cancellations

We understand that choosing specialist products can sometimes be difficult, particularly when purchasing items to support someone with additional needs or disabilities.

We aim to make our returns process fair, straightforward and transparent while keeping costs manageable for our not-for-profit Community Interest Company.

Your 14-Day Right to Cancel

For most products purchased online, by telephone or by email, consumers have a legal right to cancel their purchase without giving a reason.

You normally have 14 days after receiving your goods to notify us that you wish to cancel.

Once you have notified us of cancellation, you have a further 14 days to send the goods back.

For orders containing multiple items delivered separately, the cancellation period will normally begin from receipt of the final item, in accordance with applicable consumer law.

Certain products are excluded from the statutory cancellation right. These exceptions are explained below.

How to Request a Return

To request a return:

1. Sign in to your Fledglings customer account using your email address.
2. Open your order history and select the item you wish to return.
3. Submit your return request and provide the relevant details.
4. We will provide the appropriate returns address and instructions.

Alternatively, you can notify us of your decision to cancel or request a return by emailing enquiries@fledglings.org.uk.

You do not have to use our online returns system to exercise your statutory cancellation rights. A clear statement sent to us within the applicable cancellation period is sufficient.

Please do not send products back without checking the correct returns address. Some items must be returned directly to the original supplier rather than to the Fledglings warehouse.

Who Pays Return Postage?

Change-of-mind returns

If you change your mind, order an incorrect size or decide that an otherwise correctly supplied product is unsuitable, you are responsible for arranging and paying the direct cost of returning the item, unless we have expressly agreed otherwise or applicable law requires us to cover that cost.

This applies to eligible returns from:

• England, Scotland, Wales and Northern Ireland.
• The Isle of Man and Channel Islands, subject to applicable local consumer rights.
• EU countries and other international destinations, subject to applicable consumer law.

We do not provide prepaid or free return labels for ordinary change-of-mind returns.

For bulky items that cannot normally be returned by post, relevant return-cost information or an estimate will be provided before purchase where required by law.

Faulty, damaged or incorrectly supplied products

If an item is faulty, arrives damaged, is not as described or we have supplied the wrong product, please contact us before arranging a return.

Where a return is necessary, we will arrange or cover reasonable return costs in accordance with your statutory rights. We may be able to resolve some issues using photographs, replacement parts, repairs or a replacement product without requiring an item to be returned.

Nothing in this policy requires customers to pay return postage where the law makes Fledglings responsible for those costs.

Condition of Returned Products

When returning an item because you have changed your mind, we ask that you:

• Handle the product carefully and only as reasonably necessary to inspect its nature, characteristics and function.
• Keep original packaging, accessories, instructions and tags wherever possible.
• Package the item securely to prevent damage during return transit.
• Use a tracked delivery service and retain proof of postage.

Customers are entitled to inspect goods in a manner comparable to what would normally be permitted in a shop.

Where a product has been handled beyond what is reasonably necessary for inspection, and this has reduced its value, we may make a lawful deduction from the refund to reflect that reduction.

We will not automatically reject a valid statutory cancellation simply because the original packaging has been opened.

Hygiene, Personalised and Made-to-Order Products

Some products are exempt from the statutory change-of-mind cancellation right.

These may include:

• Sealed products that are genuinely unsuitable for return due to health protection or hygiene reasons, once their protective seal has been broken after delivery.
• Certain underwear, personal-care and hygiene products where the legal exemption applies.
• Products made to the customer's individual specifications or clearly personalised for them.
• Other products specifically exempted under applicable consumer legislation.

Swimwear, underwear and hygiene products: Where an item qualifies for the sealed hygiene exemption, its protective hygiene seal must remain intact for a change-of-mind return.

Not all underwear, swimwear, jewellery or made-to-order products are automatically exempt. Any applicable restrictions will be identified on the relevant product listing before purchase.

These exclusions do not remove your statutory rights if a product is faulty, incorrectly supplied or not as described.

Large, Specialist and Supplier-Dispatched Products

Some large or specialist products are supplied directly by manufacturers or distributors and may require specialist return arrangements.

For change-of-mind returns, customers remain responsible for the applicable direct return costs, provided they were properly informed before purchase.

Some suppliers may charge Fledglings a restocking or handling fee. However, we will not deduct supplier restocking fees from refunds where you are exercising your statutory right to cancel.

Any separate voluntary return arrangement outside the statutory cancellation period will be subject to terms agreed with you in advance.

If you are unsure whether a product will meet your requirements, please contact us before purchasing. We will do our best to help you make an informed decision.

Refunds Following Cancellation

Where you exercise your statutory right to cancel an eligible order, we will refund the amounts required by applicable consumer law.

For cancellation of an entire order, this normally includes:

• The purchase price of the returned goods.
• The original standard outward delivery charge, where applicable.

If you selected a more expensive delivery service, we are not normally required to refund the additional amount above our least expensive generally available standard delivery option.

Where only part of an order is cancelled, the original delivery charge may not be refundable unless required by applicable law.

We will issue refunds without undue delay and, for statutory cancellations, no later than 14 days after receiving the returned goods or receiving acceptable evidence that they have been sent back, whichever occurs first.

Where goods are not required to be returned, the applicable refund deadline will run from notification of cancellation.

Refunds will normally be made to the original payment method unless you expressly agree otherwise. Once issued, your bank or payment provider may take additional time to make the funds available.

Any lawful deductions for diminished value caused by excessive handling will be explained to you.

Faulty Goods and Your Consumer Rights

Your rights relating to faulty goods are separate from the 14-day change-of-mind cancellation period.

Under the Consumer Rights Act 2015, UK consumers have statutory remedies where goods are faulty, not as described or not of satisfactory quality.

Depending on the circumstances, these may include a refund, repair or replacement. For example, qualifying faulty goods may be subject to a short-term right to reject within 30 days, with further remedies potentially available after that period.

If you believe an item is faulty, please contact us with your order number, a description of the problem and photographs where helpful.

We will assess the issue fairly and arrange an appropriate remedy in accordance with your statutory rights.

Applicable consumer rights for international orders will also be respected.

Returns Outside the Statutory Cancellation Period

If you wish to return an unwanted item after the statutory cancellation period has expired, please contact us.

We may consider a goodwill return on a case-by-case basis, but we are not obliged to accept change-of-mind returns outside the statutory period unless an additional return right has been expressly agreed.

Any voluntary return may be subject to the item's condition, supplier arrangements, return costs and terms agreed with you before the return is accepted.

This does not affect your statutory rights in relation to faulty goods.

International Returns and Customs

International customers returning unwanted goods must arrange and pay for return shipping to the address we provide, unless applicable law or an agreement with us requires otherwise.

Please contact us before posting an international return so that we can provide guidance on customs documentation and the identification of returned goods.

Incorrect customs declarations may cause delays or additional charges. We will work with customers to identify appropriate return documentation and avoid unnecessary import charges where possible.

Any refund of import duties or taxes paid directly to customs authorities may need to be requested from the relevant authority and will depend on local rules.

Need Help?

If you need advice about a product, delivery or return, our team will be happy to assist.

Email: enquiries@fledglings.org.uk
Telephone: 0203 319 9772

Supporting Fledglings

Fledglings is a not-for-profit Community Interest Company supporting families of children with additional needs and disabilities.

We kindly ask customers to consider the cost of returning unwanted goods before ordering, as unnecessary shipping and returns create additional costs for our organisation.

By asking customers to cover the postage for change-of-mind returns, we can help keep our products and delivery charges as affordable as possible.

Every purchase supports our work and our relationship with Contact, the national charity for families with disabled children.

Thank you for supporting Fledglings.

Nothing in this policy excludes, restricts or overrides your statutory consumer rights.