Shipping policy

UK DELIVERIES

Orders from this website to UK Mainland destinations are dispatched by Parcelforce 24 or Royal Mail Tracked. Orders to the Scottish Highlands & Islands, Northern Ireland, Isle of Man and the Scilly Islands are dispatched by Parcelforce 48 or Royal Mail Tracked. To be dispatched the same day orders must be received by 15.45. Orders will not be delivered on Saturdays or Sundays unless this is selected as a paid option at checkout. There are no deliveries on Bank Holidays. The 9AM, 10AM, AM, PM, Saturday & Sunday Delivery option may not available to some Scottish Highland areas; AB, BT, DD, DG, FK, HS, IM, IV, KA, LD, LL, PA, PH, TD, TR & ZE Postcodes & Islands areas, Isle of Wight, Northern Ireland or the Isle of Man. These areas are constantly updated by Parcelforce and are subject to change. You can see the current list showing all exceptions by clicking here. 

If you select Saturday or Sunday Delivery after the Cut Off Time and our Carriers have already collected, your Order will be sent on the next Working Day and will be upgraded to an AM Delivery. We will not offer a refund of the Saturday Delivery Charge if you order is placed after our last collection has left.

Timed deliveries can be subject to a 1 hour delay. This allows a fair margin for, but not limited to, any disruption to the Delivery Service, Road Traffic Accident en-route and difficulties in locating an Address.

Some items are Special Order and these will be delivered within 5 Working Days.

Deliveries can arrive at any time between 08.00 to 18.00 on the day of delivery and you will need to ensure that someone is available to sign for the parcel(s).

Delivery timescales are not something that are within our control. Inclimate weather, accidents and road closures can all affect delivery times. Orders placed before 15.45 Monday to Friday will be dispatched with the intention of being delivered on the next working day (working days are Monday to Friday). Orders placed before 15.45 on the day before National Bank Holidays will be delivered on the next non Bank Holiday working day. Next Day Delivery orders are shipped using Royal Mail 24 and Parcleforce 24, dependant on parcel size, weight & delivery location. Parcelforce 24 and Royal Mail 24 are services with delivery aimed within 24 hours. 98% of deliveries are made within 24 hours but it is not a guaranteed service. Royal Mail 48 is a service with delivery aimed within 2-3 working days. 96% of deliveries are made within 2 working days but this is not a guaranteed service.

Items listed as "NEXT DAY DELIVERY ON THIS ITEM" will be dispatched on either a Parcelforce 24 or Royal Mail 24 service. Deliveries to Scottish Highlands, Scottish Islands & Northern Ireland will be sent on either a Parcelforce 48 or Royal Mail 48 service.

We use Parcelforce & Royal Mail for our Deliveries. In the unlikely event that your Delivery is delayed, for any reason, we are unable to offer any refund of cost or compensation.

Most Parcels will be fully trackable by email and text (if you have supplied us with a Mobile number) and you will be able to follow the delivery time & the location.

RE-DELIVERY & UNDELIVERED PARCELS SENT WITH PARCELFORCE

If you are not available to sign for your Parcel(s) you will receive either an email or SMS message and Parcelforce will either attempt delivery again on the following Working Day, take your parcel to the nearest Post Office or deliver to a neighbour. You will receive an email and/text message to advise you of all aspects of your parcel's journey. If you do not reply to the Parcelforce email or Text Message and are still not available to sign for your Parcel(s) Parcelforce will again attempt delivery or your parcel will be taken back to the local Parcelforce Depot or your nearest Post Office. You will again receive an email and/text message to advise you of this. You can call 0344 800 4466 and quote your Consignment Number to arrange to collect your Parcel(s) or can do it online via the Parcelforce App or Website. If after 3 attempts your Parcel cannot be delivered and you do not collect from the Parcelforce Depot or Post Office your Parcel may be returned to us.

RE-DELIVERY & UNDELIVERED PARCELS SENT WITH ROYAL MAIL

Parcels sent with Royal Mail are generally delivered within 1-3 working days but can be longer at peak times and will need to be signed for. f you are not available to sign for your Parcel(s) you will receive either an email or SMS message and Royal Mail will either attempt delivery again on the following Working Day, take your parcel to the nearest Post Office or deliver to a neighbour. You will receive an email and/text message to advise you of all aspects of your parcel's journey. If you do not reply to the Royal Mail email or Text Message and are still not available to sign for your Parcel(s) Royal Mail will again attempt delivery or your parcel will be taken back to the local Delivery Office or your nearest Post Office. You will again receive an email and/text message to advise you of this. You can call 0345 774 0740 and quote your Consignment Number to arrange to collect your Parcel(s) or can do it online via the Royal Mail App or Website. If after 3 attempts your Parcel cannot be delivered and you do not collect from the Delivery Office or Post Office your Parcel may be returned to us.

If you require your parcel to be delivered to a "Safe Place" or a neighbour then please either call or email us as soon as you place your order. Please do not put delivery instructions within the body of the address.

We reserve the right to substitute one delivery method for another with the aim of having your order delivered to you as soon as possible.

Bank Holiday Collections & Deliveries

Orders placed before 15.45 on the day before a Bank Holiday will be delivered on the next working day. Orders placed on a Bank Holiday will be dispatched on the next working day.

If you choose an unavailable delivery date your order will be upgraded to the first available premium delivery slot.

Sunday Collections & Deliveries

Sunday Delivery is only available for orders placed Monday to Friday and before 15.45 on a Friday. We do not have any parcel collections on Saturdays. Orders placed after 15.45 on a Friday with Sunday Delivery selected will be dispatched on the following Monday and upgraded to the most feasible premium delivery.

HIGHLANDS AND OFFSHORE DELIVERY AREAS

Deliveries to Highlands & Islands are FREE and are generally delivered within 2-5 Working Days by Parcelforce 48 or Royal Mail Tracked.

SCOTTISH HIGHLANDS & ISLANDS REFERS TO THE FOLLOWING POSTCODES: AB30-39, AB41-45, AB51-56, BT (all postcodes), FK18-21, GY, HS1-9, IM, IV1-63, JE, KA27-28, KW1-17, PA20-38, PA41-80, PH19-44, PH49-50, TR22-25, ZE.

BFPO - BRITISH FORCES POST OFFICE

Orders for delivery to BFPO addresses are charged at a fixed rate and free delivery is unfortunately not available to these addresses.

INTERNATIONAL DELIVERIES

CHARGES FOR INTERNATIONAL DELIVERIES DO NOT INCLUDE ANY TAXES, VAT, IMPORT OR CLEARANCE CHARGES. THESE ARE YOUR RESPONSIBILITY AND MUST USUALLY BE PAID IN YOUR COUNTRY BEFORE DELIVERY IS MADE.

If you are placing an order for delivery outside of the UK we may require further information. For EU Countries we will require your EORI number (for business purchases), for deliveries to the UAE will require your Import Code (as supplied to you by the Government). For other countries we will contact you for any required information as & when needed. If you fail to supply us with require information (tax or otherwise) or if you fail to supply any required information for customs clearance in your country and your parcel is returned to us, we will not offer any refund of carriage charges to your country or any return fees charged to us by the carrier.

There are separate charges for deliveries outside of the UK. Please select the correct option for your delivery to avoid delays which will occur if the correct carriage is not paid.
If you select the incorrect delivery area / option we will email you to tell you and send you a Proforma Invoice for the difference in cost. Your Order will not ship until full payment is received.

Most International Deliveries are sent with Parcelforce and delivered by a GLS Network Partner in the country of delivery. We also use UPS, Fedex, TNT, DPD & DHL. We select delivery options based on a combination of price and service to give you the best service possible at a reasonable price.

Delivery to most European Countries is within 2-3 days, to the US within 2-3 days and to the rest of the world within 5 days however we cannot guarantee timescales and cannot be held liable for late deliveries of Parcels once they have left our Warehouse.

We will supply you with a method of tracking your Parcel and ask that you liaise with the delivery company if they contact you to ensure that your Parcel reaches you as quickly as possible.

In some cases we may not be able to ship to your location due to unforeseen increases in carrier prices. In the event that this happens we will notify you, cancel your order and refund in full any payment made.

CLAIMS FOR SHORTAGES, DISCREPANCIES & DAMAGE

You must notify us of any shortages, discrepancies or damage to deliveries within 48 hours of delivery. You must then follow the following procedure:

We will send to you a claims form to complete. You must complete all sections. You can also Download and Print a Claims Form by clicking here. Claims submitted for any reason will not be accepted without a fully completed & signed claims form.

You must accompany the claims form with photos detailing the following (where applicable):

1. The entire parcel(s)

2. The contents inside of the parcel.

3. Images of any damage to products inside of boxes.

Images must be clear and detail all and any damage.

For claims of damage or of items missing after the parcel left our premises we will submit an investigation claim to Royal Mail.

We use CCTV in our Warehouse to follow your order from packing to collection. All parcels are also weighed and monitored by Royal Mail during their journey from our Warehouse to your chosen delivery location.

For claims that are found to be false or fraudulent you will be liable for all costs incurred. In this case, our fees for investigating fraudulent claims are £45 + VAT per hour or part thereof.

VAT AND THE CHANNEL ISLANDS

Once you complete your Details online along with your Postcode the site will exempt your Order from VAT.
Orders made on the Telephone for delivery to the Channel Islands will be exempted from VAT.

DUTIES & TAX ON INTERNATIONAL ORDERS

International deliveries are sent Duty Unpaid (DDU) and you are responsible for any local taxes, VAT etc that may be applicable upon import.

If you do not pay any requested charges then your parcel may not be delivered and may be returned to us. If your parcel is returned to us you will be responsible for any charges incurred including, but not limited to delivery, return delivery & storage charges.

BANK HOLIDAYS

Orders placed after 15.45 on the day before a Bank Holiday on a Bank Holiday, on Christmas Eve or New Years Eve will be dispatched on the next working day.

DELIVERY CHARGES AND THE FREE DELIVERY OFFER

FOR THE AVOIDANCE OF DOUBT, THE EXPRESSION "FREE DELIVERY" MEANS THAT THE DELIVERY CHARGE IS INCLUDED IN THE PRICE OF THE PRODUCTS THAT YOU ORDER. THE COST OF DELIVERY IS £6.99 PER PARCEL AND THIS WILL BE DEDUCTED FROM ANY REFUND FOR RETURNS.