|Please note: We strongly advise that you keep hold of any pallet that your item is delivered on, until you are happy that no items need to be returned. When we book our haulier to collect the large items, they need the customer to return it on a pallet and because we use special upright pallets for item safety the customer will need to have that same style pallet to hand for any returns/collections.|
1) When will my item arrive?
a. We dispatch all of our small items via 48 hour courier, unless you pay extra for Next Working Day service
b. Large items are delivered to our customer on a 3-5 working day fragile courier delivery, unless you pay extra for a Next Working Day service.
c. Any parts or orders for small items will be sent via Royal Mail 1st Class and therefore can take 2-3 working days to reach their destination.
d. There are extended delivery times for items going outside mainland Britain.
2) Will I have to be at home all day?
a. All our 48 hour courier items MUST be signed for by the customer so you will have to be available from 8am until 6pm on the delivery day.
b. For 3-5 day large item deliveries, the courier will contact you on the number you provided to arrange a suitable delivery day however they cannot specify a time. Please make sure the number you provide us is correct and the best number to contact you on.
c. If you order your large item on a Next Working Day delivery service, the courier will not call to arrange and will expect you to be in.
3) Will the courier bring the large items inside my house?
a. All large items are curb-side delivery only and MUST be checked and placed in a secure area by the customer. We strongly recommend the customer makes sure there are people available that can receive, check and move the large items if they are not able to do that themselves. This is so the courier can deliver as many items as possible to our customers as quickly as possible so they are not waiting until the evening for delivery.
4) What happens if I’m not in when the delivery arrives?
a. Small items will be delivered by Parcelforce will be re-attempted the following day after being held in their nearest depot. Usually Parcelforce will leave a card to inform the customer as to where the item is. However this doesn’t always happen so please contact us and let us know. Royal Mail deliveries will either be posted or taken back to the local depot.
b. Parcelforce charge £15.00 for returning a non-delivered item and this charge will be deducted from the refund that is due to the customer. If the customer wishes the item to be resent there will be an additional charge of £4.80 for re-delivery.
c. Our large item, fragile courier will charge £25.00 for the returning of an undelivered item which will be deducted from your refund. Re-delivery will cost £19.95 for 3-5 day and £29.95 for next day delivery.
5) Can I get a delivery on a Saturday?
a. Yes you can. For small items please make sure you order well before 2pm on the Friday and pay the £20 extra required for a Saturday Parcelforce delivery.
b. For large items, please order well before 2pm on the Friday and pay an extra £50 on top of the Next Day charge. (Please note that 3-5 day deliveries will have to be upgraded to a Next Day Delivery service along with the £50 extra charge before a Saturday delivery will be made).
c. Small items being sent via Royal Mail will not be delivered on a Saturday unless your normal postal service delivers to you on this day.
6) Can a damaged or faulty item be collected from a customer by us on a Saturday?
a. All collections are Monday to Friday only.
7) What should I do if my plumber is here and the item hasn’t arrived?
a. We recommend you do not book any plumbers or fitters until the item has arrived with you in perfect condition. This is because even though we dispatch the item to the courier on the day it is ordered, on rare occasions delays can occur, especially during adverse weather conditions or periods of heavy trading.
What courier do you use?
a. Small Items by Royal Mail; Medium Items by Parcelforce and Large Items via Fragile, Pallet courier. We are constantly assessing the service our couriers offer so these companies may well change in the future depending on the level of service they provide.
9) Can I change the delivery address after ordering the item?
a. In order to provide our customer’s goods with the best, secured delivery possible, we only send items to the registered Paypal address of the payment. All PayPal and Credit Card orders MUST be sent to the billing address only.
b. You will have to be able to sign for the item at your PayPal address to receive it. If the courier has attempted delivery, they will keep the item at a local depot and you will have to contact them to re-arrange delivery to the original address.
c. Small Courier Items - If an item is returned to us, the courier will charge £15 for return delivery and this charge is passed on to the customer. If the customer requires the item to be resent to them they will have to pay the £15.00 plus another £5.00 for resending the item.
Large Pallet Items - Our large item, fragile courier will charge £39.95 for the returning of an undelivered item which will be deducted from your refund. Re-delivery will cost £39.95 for 3-5 day and £69.95 for next day delivery.
10) Why does returning the item cost more than sending it?
a. The courier will attempt delivery; return to the depot; store the item over-night; resend the item the following day; return the item to the depot; store it again over-night; and then re-deliver it back to us (if they don’t leave in a local Post Office). This all gets charged to us and totals £15.00 altogether.
11) Can I arrange a delivery time?
a. Our couriers operate all over the country and due to the nature of the products they delivery, delays can occur. As a result of this they are unable to offer a time of delivery or a time window so the customer will need to be in all day in order to receive their goods.
12) Can the courier call me prior to delivery so I can get home?
a. The courier drivers do not carry company phones and so will not be able to call you prior to delivery. You will need to be in until the driver delivers the item.
13) If we have agreed an exchange, will the same courier driver drop off the new item and pick up the old one at the same time?
a. The courier drivers have complicated routes that are worked out by their companies at the beginning of each delivery run. These delivery runs have to be completed in full before anything can be picked up so that the van is empty. It is most likely that your new item will be delivered at a different time and by a different driver than the collection of the unwanted item.
14) Can I come and collect my item?
a. Yes but please make sure you pay for the item over the phone so we can arrange a time for you to collect the item. Our operation is solely internet based so we will need to have time to process your order and get it ready for collection.