Orders & Returns Policy
Our standard delivery terms are offered as either “Next Working Day” where we will aim to get you your order on the next working day however once your order leaves our warehouse it leaves our control so it cannot be 100% guaranteed. Our carriers have a success rate on next day of 79.8%.
We also offer “Standard Delivery” which is 1-3 working day delivery, this is offered by default at no extra charge.
Order Cut Offs:
Our generic order cut off times for same day dispatch are 11am for larger orders where a pallet is required for delivery and 2pm for smaller package orders.
Post Office Deliveries:
Smaller items usually less than 1.5kg are delivered using first or second-class delivery. With this service we are generally unable to ask for items to be left in a safe place. In the instance you are not in, a card should be left to inform you where you can collect your item. If collection is not made within around 1 week the items may well be returned to us. If items are returned to us we can arrange re-delivery, but this is charged for at the same rate you paid initially*. If you no longer want the item, we can refund you for the item. *if initial delivery was free you will be charged our standard rate for redelivery.
DPD / Parcel Courier Deliveries:
Items up to 30kg are usually delivered with DPD, DX or similar small parcel carrier. We can specify special instructions on these deliveries, but the standard procedure is the same as the post office above and if you are not in they will leave a card and advise how to arrange re-delivery or collection. In our experience if you ask for it to be left somewhere specific the driver usually will assist if possible. We advise that if you do need something leaving you have to take responsibility for the condition of the item and that it won’t go missing. Our advice is always to open your item and thoroughly inspect it prior to signing whilst the driver is present. Again, if a delivery is missed and contact is not made to the courier after a week or so the items will be delivered back to us. We can arrange re-delivery, but this is chargeable.
Pallet deliveries can be made on any type of truck from 7.5 tonne vehicles to 40-foot articulated trucks. This is determined by the delivery company’s route. If you have any access restrictions, please inform us ASAP and we can request delivery on a smaller 7.5tonne vehicle. We cannot offer any smaller vehicles than this as standard. If needed, we can price for transit van delivery, but this will be at least double the delivery charge. For all larger pallet deliveries from 4 pallets to full loads we expect you to have offload facilities in place.
We can offer a pump truck and/or tail lift service for most deliveries, please request this ASAP. When pump truck and tail lift offload is requested the driver will offload in the most suitable place, not always on your property as the pump truck cannot go over rough terrain and kerbs etc. If there are no safe flat areas pump-truck offload will not be appropriate. Pallet deliveries will only be attempted once for the standard delivery charge. We can request at your risk that items are left somewhere safe. In the instance that you are not in to receive the delivery and we cannot contact you to establish a suitable place to leave the items they will be taken back to the depot.
There are a few factors that determine if your order will be liable to pay a delivery surcharge, these include if you live somewhere with restricted vehicle access you will need to pay a surcharge for a smaller vehicle to make the delivery.
Also if you live outside of the UK mainland you will ned to pay a delivery surcharge to wherever your desired delivery location is.
If you do not disclose any of this information when making your order then please expect to have to pay a redelivery fee as well as a small vehicle charge if its necessary.
These can be arranged but there is a charge of 50-100% of the initial delivery (varies). Collection is available in most instances from the pallet networks local depot. In certain circumstances your delivery may be made by an artic truck full of our product going to multiple locations. Please refer to your delivery note and only take your items from the truck. Collecting and re-delivering incorrectly off-loaded items can become costly.
If in doubt please call us and we can advise you on what should be removed and liaise with the delivery company to make sure the correct items are selected. With all our deliveries you will receive an email with the estimated day of delivery where an email address has been supplied. We cannot guarantee this day will be exact, but it will give you the best estimate available.
Please get in contact with us if you have not received your order within 3 working days as our couriers have a very limited timeframe for their claims procedure.
If you are not entirely happy with your purchase we will try to assist. You have 30 calendar days to return an item from the date you have received it. Your item should be unused and in the same condition that it was received. Where relevant the goods must be in their original packaging. We will check your purchase history and issue a Returns Note. The Returns Note must be included with the goods when you return them.
If any delivery turns up and ANY part of it is damaged or missing please do not sign for or accept the delivery. If items are signed for, they are signed for as received in good condition which makes a claim for damage tricky.