Citadel Technical: Soulstone Blue 12ml

Update: Extended Returns Policy 1/10/23 to 31/12/23

We are please to offer all customers (online and in-store) an extended returns window for the holiday season.

Any purchases made with us between 1/10/23 and 31/12/23 can be returned to us up to 31/1/24.

Please note you must notify adhere to our usual policy terms as detailed below.

Shipping Policy

At Loaded Dice we take pride in our shipping. You have made a purchase with us and we greatly appreciate it, we will do everything in our power to get your package to you as fast as possible.

There are unfortunately things beyond our control when it comes to shipping and this page aims to address some of the common issues we face, what to do if something goes wrong, and our promise to you.

Fast Dispatch

We have worked hard to provide a fast dispatch and shipping service. If you place an order with us by 2pm (weekdays) it will be picked, packed and shipped the same day.

Because of this, any cancellations and amendments must be made as fast as possible. 

Contact Us Here

All products are shipped via Royal Mail 48 Tracked as standard. Express service refers to Tracked 24 which usually means next working day, however this is not a guarantee. We apply a discretionary signed for service at no extra charge should the value of goods exceed a desired threshold set by us.

Shipping Rates (Excluding RM Prohibited Items)

Where possible we always keep postage and packaging rates as low as possible. We only pass on costs that are applied to us.

Our shipping rates are as follows:

Please note that we try our best to offer the most competitive shipping rates. Shipping fees incurred are only covering the cost of the shipping and packaging as charged by our third-party delivery company. In these cases, we have no alternative but to pass this shipping charge to our customers. Where possible, we subsidise the shipping charge and do not pass this to our customers.

Why hasn't my order shipped yet?

If it is after 2pm on a Friday, a weekend or bank holiday you must wait until the next working day before your item is shipped. Where possible we will aim to ship faster but we reserve the right to adhere to the policy.

During peak times we will pick and pack on Saturdays in order to meet our fulfilment commitment to you. In light of this you may receive a shipment notification on a Saturday but the parcel will not leave us until the Monday. Please be aware of this as it does not mean you will receive your parcel a day earlier.

If you think your order has not been dispatched we ask that you wait a day as there may be system delays that are out of our control.

If for whatever reason we cannot send your item in time we will contact you to discuss so please check your email (and spam folders).

Order Not Arrived?

At Loaded Dice, we always endeavour to get your products to you quickly and safely, from time to time, some deliveries may be delayed beyond our control and we would ask customers to be patient at this time if their package is delayed. Full details of your rights are below.

Please allow up to 7 days from when you receive your shipping notification to contact us as we cannot investigate prior to this. Once this amount of time has passed please email customerservice@loadeddice.uk.

If 7 days has passed we can then investigate with Royal Mail as to where your shipment may be, this may take up to 5 days to complete and is completely out of our control.

If a resolution cannot be reached and your item is still missing we reserve the right to wait for up to 30 days after purchase before issuing a replacement or refund.

Delivery Failure

If you fail to take delivery of the ordered goods and they are returned to us, we will contact you upon their arrival via email. A refund of the cost of goods (minus shipping fees) will be processed within 7 days unless you have notified us before then to advise that the goods are still required. If the goods are still required, you will be charged an additional shipping fee for a second delivery which will be agreed with you prior to dispatch.

Incorrect delivery address - the customer is entirely responsible for providing the correct delivery address as we ship exactly as it is written. We cannot physically check every address before sending out so please take care to fill it out correctly. Any packages returned to us due to an incorrect delivery address will be refunded (minus the postage cost). If a redelivery is required then payment will be required for the redelivery.

Right to Cancel

As a consumer you have the right to cancel your order 14 days after your purchase. We advise that you contact us quickly because on the days we do ship items they are shipped from is extremely quickly.

The outcome of your cancellation depends on the timeframe that this is done within:

1) Cancellation prior to dispatch - Full refund (including shipping cost) will be processed as soon as we confirm it has not been shipped from our warehouse.

2) Cancellation after dispatch but prior to delivery - Customer must refuse goods and refund will be given once it is received by Loaded Dice. Any shipping fees will not be refunded.

3) Cancellation after goods received (within 14 days or sooner) - Customer is liable for the return shipping cost, refund will be given once the item is received by Loaded Dice and any shipping fees will not be refunded.

Stock Outs

Usually everything displayed on our site as "In Stock" is present in our warehouse and available for immediate dispatch. In the unlikely event that any ordered goods are not readily available to us, we reserve the right to cancel your order. You will receive an email notification of any order cancellation as a result of stock out confirming that any pre-authorisation has been released or payment refunded as relevant in line with our Payment Terms, to the extent that the out-of-stock item forms part of a larger order, all other goods ordered by the customer will be dispatched in the normal way.

Delivery Timeframes

It is our objective to achieve on time delivery on all orders. We monitor our delivery partners and our experience is that delivery is successful within the chosen delivery time period in 99% of cases.

We can use a number of third-party courier service providers. Once dispatched, the on-time delivery of a package is the responsibility of the relevant courier company and Loaded Dice cannot be held responsible for a package not reaching its destination on time.

In order to avoid disappointment, we suggest that customers place orders well in advance of when they are required to allow for any unforeseen delays. We accept no responsibility for delays/loss of revenue to customer's projects/deadlines due to shipping delays.

Returns Policy (Online Only)

We accept all returns that adhere to your consumer rights and our policy, no quibble. 

All returns must be sent to:

Loaded Dice, 28 Holton Rd, Barry, Vale of Glamorgan, CF63 4HD

Changed Your Mind?

Our policy has been written in accordance with Citizens Advice Guidelines.

If you have changed your mind and wish to return something for a refund you must follow this procedure:

1. Notify us within 14 days of receipt of the item that you wish to return it. Please tell us your order number, name and which item(s) you are returning.
2. Within another 14 days send the item(s) back to us (Address above) and include a note stating the order number and your name. The item must in an unused and resell-able condition. Any damage incurred to the item under your care may result in your refund being refused. We highly recommend using some kind of tracked or recorded service to prevent any shipment issues, we cannot take responsibility for any loss of parcels being returned to us.
3. Once your item is received please wait while we inspect the item, this may take up to 7 days (but usually quicker) and we will process the refund which could take a further 3-5 days depending on your bank. We will notify you by email during this process.

Please note, any items returned to us due the customer changing their mind will be refunded minus original shipping fees we have incurred.

Faulty or Damaged Item

Our policy has been written in accordance with Citizens Advice Guidelines.

In the unlikely event that your item arrives damaged or faulty please follow this procedure:

1. Notify us within 14 days of receipt that the item is faulty or damaged. Please tell us your order number, name, description of the fault and pictures if necessary.
2. If we accept the return we will send you a return label via email.
3. Within another 14 days send the item(s) back to us (Address above) and include a note stating the order number and your name.
4. Once your item is received please wait while we inspect the item, this may take up to 7 days (but usually quicker) and we will process the refund which could take a further 3-5 days depending on your bank. We will notify you by email during this process.

Please note, any items returned to us due the product being faulty will be refunded including the original shipping fees you have incurred.