1.1 This policy contains details of the delivery methods, periods and charges that apply to orders for our products made through our website or by telephone or email.
1.2 This policy does not create legally enforceable rights and obligations; it merely indicates our usual practice in relation to the delivery of products.
2.1 All orders will be subject to delivery charges as detailed in Section 5.
3.1 We will usually be able to deliver to the following countries and territories: England, Scotland, Wales and Northern Ireland.
3.2 We may from time to time agree to deliver products to other countries and territories.
Delivery methods and periods
4.1 The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
(a) If your order is small enough to be sent by Royal Mail and your delivery address is in England, Scotland, Wales and Northern Ireland, you will be able to select UK, and the typical period for delivery of products by this method is 3 working days BUT may be twice this during April and May;
(b) If your order is large (>0.6m in length and or >3kg it will require delivery by a national carrier. If your address is on the United Kingdom mainland, but outside the highlands of Scotland, you will be able to select UK (not highlands), and the typical period for delivery of products by this method is 3 working days BUT it will be at least twice this during April and May;
(c) If your order is large and your address is in the highlands of Scotland, in Northern Island or on an offshore island, you will be able to select your address location and the typical delivery period will be 5 working days BUT may be twice this during April and May.
4.2 If you place your order before 2pm on a working day, these time periods run from the close of business on that day; if you place your order after 2pm on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.
4.3 The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
4.4 We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.
5.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.
5.2 Applicable delivery charges will depend upon the location of the delivery address, and the size and weight of the products in your order.
5.3 Our delivery charges are as follows:
(a) in respect of Royal Mail parcel post, delivery charges will be £3 for items weighing less than 1kg, £4 for items weighing 1-2kg and £7 for items weighing 2-3kg;
(b) in respect of National carrier delivery, charges will be £7 for items that are between 60cm and 150cm and less than 5kg, £12 if more than 5kg. Items that are greater than 150cm will be £20.
(c) National carrier deliveries will be surcharged if the delivery address is in the highlands of Scotland or outside mainland UK
6.1 Delivery tracking is available in respect of National carrier deliveries.
6.2 To track your delivery, enter your order number (which is provided in your order confirmation email) into our delivery service provider’s website here: www.tnt.co.uk.
Receipt and signature
7.1 All deliveries must either be received in person at the delivery address and a signature must be provided; or
7.2 You can notify us of a safe place where the delivery can be left at the time of ordering if you are not going to be available to sign for the delivery
8.1 If an initial delivery attempt is unsuccessful, our delivery service provider will make 1 more attempt to deliver the products in your order.
9.1 If your products remain undelivered despite our delivery service provider making 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.
10.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.
10.2 If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery.
10.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) you provided the wrong address for delivery;
(b) there is a mistake in the address for delivery that was provided;
(c) the address for delivery is not reasonably accessible;
(d) the address for delivery cannot safely be accessed;
(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.
All our products are designed to be functional and robust, and to give real value to our customers. In the unlikely, and most unusual event that you receive a product that is defective or unsatisfactory, we ask please that you to return it to us unused within 21 days. Let us know what was wrong and whether you would like a replacement or a refund. This commitment in no way impacts on your statutory rights.
If you change your mind and wish to cancel your order then we can do that for you, as long as you let us know before your order is dispatched. Once the order has been dispatched please refer to the returns policy.