We use Stripe which is a safe and secure portal to buy online.

You can use your debit or credit card to make a one-off secure payment via their secure portal. If you have any questions please email shop@yorkghostmerchants.com

Please note that placing a ghost in your basket does not secure the sale, a sale is only confirmed once the payment has been made.

We sell our ghosts in batches online and aim to dispatch all orders within 5 weeks of being received. We dispatch orders during the working week via DPD and once dispatched UK orders should arrive the next working day with International orders within two weeks.

Due to the nature of our manufacturing, we cannot supply more than one ghost per customer. Any multiple orders will be refunded and cancelled. Should you live in a household with other collectors, each purchase should be under the account/name/email/shipping of the individual purchasing, we reserve the right to cancel any orders made under the same name and shipping address.

Please make sure the shipping address is correct as we cannot be responsible for delivery problems connected with the input of an incorrect address. Items returned to us because of an incorrect address will be charged for redelivery. To avoid delays in receiving your order we recommend having your item shipped to a daytime or work address, you can adjust your delivery preferences through the DPD website or app.
If delivery has been attempted while you were out you should receive a card with detailed instructions of how to obtain your parcel from DPD or Royal Mail. You will have a period from the date of attempted delivery to rearrange delivery – after this date your items will automatically be returned to us. If the item is returned in this way we will contact you and will need to charge for re-posting the item to you. If you rearrange delivery and fail to receive this a second time we will need to charge the postage again should the parcel be returned to us.

If an item has not been received please check that a card hasn’t been left or that the item hasn’t been left in a safe place or with a neighbour. Unfortunately we can not be held liable for items that show as “delivered” by postal or courier services and are not subsequently received by the individual who placed the order.

These policies and subsequent charges are a reflection of those given to us by DPD.

Standard Delivery

We use DPD as a courier for 95% of our orders in the UK and worldwide. Some areas in the UK ( Highlands & Islands ) and some countries are not supported by the DPD standard service so we use Royal mail tracked in these cases.

Please note we cannot sent to PO boxes.

Deliveries in the UK usually take 1 - 2 days to arrive from dispatch date.

Deliveries within Europe usually take 3-7 working days from dispatch. Delivery will depend upon your countries postal service.

Deliveries outside Europe usually take 5-10 days to arrive. Delivery will depend upon your countries postal service.

PLEASE NOTE - Deliveries to EU countries from 1st July 2021 will incur TAX and import duties upon or in advance of delivery. these will vary from country to country and are the responsibility of the recipient and not TYGM.

Returns

In the unlikely event that your purchase is not to your satisfaction or the ghost is damaged please email or ring us to arrange a refund or exchange. Please do note that each ghost is handmade in batches, we try to create ghosts of a similar aesthetic within a batch but the nature of the manufacture means that each ghost will have individual markings, patters and colours. No two can be the same. Custom made or etched Ghosts are not eligible for returns and fall outside or standard returns policy.

All returns must be made within 14 days of receipt of delivery. If the item is faulty, wrong or damaged upon delivery you will receive a refund of the return postage.
We recommend that you obtain proof of postage and additional insurance/tracked delivery where necessary as we cannot refund items which are lost of damaged in transit. If you simply wish to return your ghost for other reasons then please do so within 14 days of its arrival, it must be returned and received in saleable condition to receive a refund, the return postage will not be refunded in this instance.

We will process your refund or replacement as soon as possible after receiving the goods back to our shop.

Delayed or missing parcels

The shipping details you provide at purchase will be used by the courier to contact you and they will provide delivery information and a tracking number. If an item has not been successfully delivered (for DPD) this must be reported within 14 days (preferably sooner) of the parcel collection date in the UK, or within 21 days internationally (updated 6th March 2024), so that investigations can take place. Failure to report a missing parcel within this time period (which includes weekends) may mean that we cannot reimburse you for lost goods.

A Royal Mail item needs 28 days after the postage date to be declared missing.

Courier deliveries use a text or email notification system so the recipient can make decision if they are not able to receive the delivery, parcels can be left in a safe place, with a neighbour or an alternative delivery date can be arranged via the tracking app or website for DPD.

RETURNED GHOSTS DUE TO FAILED DELIVERY

In the event a Ghost purchased online is returned to us via courier, we will make the necessary arrangements to have that Ghost re shipped, this may incur an additional cost dependant on the circumstances. All instances of returned Ghosts will initiate an email from ourselves that needs to be responded to in order for the Ghost to be resent. (DPD will also notify you of any returns, returns may be avoided if the correct delivery preferences are in place).

We will keep any returned Ghosts for 28 days, if no contact has been made in that period, the Ghost will be returned to stock and refunds will not be issued.

Please ensure your correct email/mobile phone number are used when placing an order as we cannot be held responsible for issues if you have not received a DPD notification.

Missing parcels cannot be claimed against if a period of 14 days has elapsed from the date that DPD collect your parcel from us- this is available on the tracking and is usually the day or day after a dispatch notice.