All stock items are despatched within 1 working day of receiving cleared payment for the order (excluding weekends and bank holidays). Generally items ordered before 12PM will be dispatched same day. If there is any delay in despatching the order, or the item is temporarily out of stock, we will notify the purchaser by phone call or email. When a backorder is available, we will notify the purchaser to confirm dispatch.
We normally dispatch larger orders or items weighing over 2kg by courier service. Smaller items are sent by Royal Mail as standard, unless otherwise requested. Royal Mail may be used for heavier items in more remote areas. Whilst we will always try to ensure the order reaches its destination as quickly as possible, we will not accept responsibility for any delay caused by Royal Mail or courier services as all stated delivery times are a guideline only, not a guarantee.
All items dispatched by the courier are tracked and in the unlikely event of the parcel going missing, we will send out a replacement after 5 days of the expected delivery date if the item cannot be located.
Any item sent by Royal Mail is not officially missing until it has not been delivered at the place to which it is addressed by the end of the 10th working day. Items will be replaced or refunded only after we receive confirmation from the Royal Mail that the item is lost.
Free delivery applies to the UK mainland except remote areas. Additional delivery costs apply to items weighing over 2kgs to the Highlands and Islands.
If you miss your delivery: –
Royal Mail should post a card through your letterbox should you be out, and you can either contact Royal Mail to arrange re-delivery, or after 24 hours you can collect the item from your local Royal Mail depot. Royal Mail will hold the item for 10 days, but if it is not collected the item will be returned to us. A re-delivery charge will be incurred by the purchaser before we re-send any returned item.
Couriers will normally attempt delivery twice on most items. The couriers should leave a card should you be out or access to your property is restricted, please read this card as it will tell you whether: –
- They will attempt to deliver the parcel again tomorrow.
- Your parcel has been left with a neighbour.
- Your parcel has been taken to your local Post Office branch.
- Your parcel has been returned to the carrier’s depot.
Contact details for courier will be on the card left so if re-delivery next day is a problem then contact them ASAP to arrange a suitable date. After two failed attempts to deliver, the item likely be returned to your local courier Depot, for you to collect from them. If it is not collected within their specified timescale it will be returned to us and we reserve the right to charge a re-delivery charge before we dispatch the item again.
After placing your order please keep an eye on your emails as you will get a “Item dispatched” email when the item is packed and ready to leave our warehouse (Check junk/spam inbox too).
If any special delivery requirements are necessary please email email@example.com before placing your order. Items can be sent by Royal Mail or courier to arrive on Saturday, but will incur extra costs, please call the sales office for prices.
Next Day Delivery
We offer the option of dispatch via a next day courier service for an additional charge to UK Mainland except highlands. This is offered before payment at the basket stage. If the ‘Next Day’ service is selected, this will be dispatched as usual in accordance with our dispatch time commitment above, so might not necessarily mean delivery will take place the next day. Once we have handed your parcel to our 3rd party carrier service for delivery, we cannot accept liability for any delays they may incur.
The majority of our items can be sent outside of the UK, the cost of this is calculated on an individual basis based on the weight and sizes of package and the country to which the item is being delivered. If you would like to order from us for delivery to an overseas address please email us at firstname.lastname@example.org with the items you are interested in and we will respond with a quotation including a delivery charge. We only accept overseas payments via bank transfer, or on a PayPal invoice. We do not accept foreign card payments.