Please try to provide a contact telephone number when you order in case our couriers need to contact you regarding delivery.

Your order will be sent either by post (Royal Mail First Class) or a courier company such as DPD.

If you are not in when they try to deliver, they will either leave your goods in a safe place, or usually leave a card letting you know there has been an unsuccessful delivery attempt and giving you a number to call to rearrange delivery or an address from which you can collect the parcel. If there is a safe place where the items can be left (eg 'round the back' or 'in the garage') , please let us know at the time of ordering. You'll be given a chance in the checkout procedure to leave instructions that we will pass on to the carriers, although please note that we cannot guarantee they will always adhere to them.

If you haven't received your order, check the anticipated delivery time on the eBay listing. In the unlikely event that this time has been exceeded, please check with your neighbours in case it's been delivered there. If not, give us a call on 0118 903 5210 or email info@primrose.co.uk giving us your name and postcode and we'll get straight back to you.

Royal Mail First Class Post
Royal Mail say that 90% of first class post deliveries will arrive next day. Sometimes this can take a little longer and very occasionally it can take up to 10 working days for Royal Mail to deliver. Please email us to let us know if your order hasn't arrived after 10 working days and we will send it out again to you, using a recorded delivery service, to ensure it arrives.

Where do you deliver to?
We can usually deliver to all areas of mainland UK, however some items may incur an additional charge for Northern Ireland and Scottish Highlands. Please request a price for delivery to anywhere outside of mainland UK.

What about outside the UK?
Please request a price for delivery outside the UK. For example, we can usually post small items to Europe for an additional £5 per item.

What if I order more than one item?
We can combine postage costs for multiple purchases so, for example, if you order 2 items, you will only pay one delivery charge.

Delivery of awnings
Awnings are usually delivered within 3 to 5 working days.
Next working day delivery is available on most awnings for an extra charge. Please phone 0118 903 5210 or email for more information.

Shortages - did everything arrive?
If you've ordered more than one item, please check the contents of your delivery and compare it with our packing note to ensure that all goods have arrived. You must notify us by email or phone within 24 hours if something hasn't arrived. Note that if you've ordered more than one item, we sometimes send by more than one courier, possibly on a different date, but this should be marked on your packing slip.

Delivery address
Please ensure you check your delivery address in Paypal when making an order. We use the delivery information, provided by you, on your Paypal payment and once an order is made it is difficult to change the delivery address. We will of course do what we can to change any delivery address errors but since our order processing time is so quick, it is often too late to make any changes.

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Returns

We want you to be delighted with your purchases.

We fully comply with the Distance Selling Regulations, which give consumers buying by mail-order the right to examine and test items at home as they would in a shop.
So, if you're not happy with anything you've bought, you have 60 days to return it to us. Simply let us know by email and after having received a returns number, send the item back to us. We'll give you a complete refund including any standard cost of delivering the items to you. It is your responsibility to arrange and pay for the return of goods that have been correctly supplied and are not faulty. We recommend that they are sent via an insured and signed-for service.

How do I notify you?
Send an email to returns@primrose-london.co.uk and the 60 days start on the day after your order arrives. We will give you a returns number which will help you confirm that we have been notified correctly. Please put the returns number in your covering letter - this will speed up the returns process. We may sometimes ask you to return an item direct to the manufacturer, and we will advise you regarding this when you call us for the returns number.

If you do think you might want to return any goods, please don't use them outside or test them in a way that you wouldn't be able to in a shop. If the original packaging is sealed in see-through plastic that allows you to examine the contents as you would in a shop, please don't open the packaging. Otherwise, don't hesitate to open the packaging to inspect the goods, but please don't dispose of the packaging until you're sure you want to keep it.

The address to which goods should be returned is:-

Returns Department Primrose London
Unit 8 Borrowdale Road
Winnersh
Berkshire
RG41 5UX

Email: returns@primrose-london.co.uk

Damaged items
Very occasionally, and despite the considerable experience of our despatch team and couriers, items can become damaged in transit.

Before you sign for the goods, please inspect them to ensure that they have arrived undamaged. We pack our goods extremely carefully and damages are rare, however, once you have signed for the goods it may not be possible to prove that the damage occurred before they came into your possession. If the goods are left without a signature, please make sure you contact us within 24 hours of the delivery taking place to notify us of any damages or shortages. Damages correctly notified will be replaced free of charge. However if you choose to cancel the order at that point rather than accept a free replacement, you must return the goods to us at your expense (see 'Returns' above).

Faults and warranties

All our products have at least a one year manufacturer's warranty (except in certain circumstances for bulbs and heating elements). Faults are very rare, but if you consider an item to be faulty please call us immediately. We may be able to help solve the problem over the phone. If the item needs to be returned for inspection, please check with us how the item should be returned. Faulty items will be repaired or replaced.