Delivery and Returns Policy

Delivery Costs:

The cost of delivery may vary based on the nature of your order and its destination within the country. For remote areas that are difficult to reach, please refer to the “out of areas” costs mentioned below. To obtain an accurate cost, kindly add the desired items to your basket and view the total cost during the checkout process.

Delivery Timeframes:

We strive to dispatch your items quickly, typically on the same day or the following working day after you place your order.

All delivery times are based on working days (Monday to Friday) and exclude weekends. Please note that bank holidays are treated as weekends, and dispatch or delivery will not take place on these days.

Most of the time, we rely on 24-hour courier services, which means you can expect your boxes to arrive within 1-2 working days. However, please keep in mind that if your delivery address is outside of England, Wales, and Southern Scotland, it may take a little longer. It’s also important to note that we only make deliveries on weekdays, and we do not deliver or dispatch items on bank holidays.

Business Customers:

If you are placing an order on behalf of the NHS, schools, or a business and require urgent delivery, kindly contact us, and we will make every effort to assist you.

Packaging:

To ensure the safe and damage-free delivery of your items, specific packaging is required. We encourage recycling of our packaging.

FAQs

1. I need my order to be delivered quickly!

If you give us a call, we should be able to accommodate any urgent requests. Most of our packages are sent out on the same day or the next day (choose the express delivery option at checkout), but it’s best to contact us to avoid any disappointment. Although we’ll do our best to dispatch your order from our warehouse on time, please note that we cannot guarantee it will arrive on time, as this ultimately depends on the delivery company, which is beyond our control.

2. How do I know when my order will arrive?

Our standard delivery service uses DPD. They offer excellent tracking information, including text messages and emails with a 1 hour delivery slot.

3. Can you deliver on a Saturday ?

We can arrange a Saturday delivery by special request. To arrange this, please order through our website and then call us to arrange a delivery upgrade to Saturday delivery. The fee for this is an additional £15 for the first parcel and £5 for each subsequent parcel, and ideally we would need to know by 12 noon on the Friday so we can arrange this. We recommend giving us a call upfront to arrange.

4. Can I change my delivery address?

Yes, you can change your delivery address prior to delivery. However, if the parcels have already left us there may be an additional charge to change this, if it means re-routing the parcels. We would advise you of any additional fees before re-routing the parcels.

5. Can I request that my parcel be left somewhere safe if I am not in?

For DPD deliveries, we recommend downloading the DPD app.

You can use it to control the delivery including redirecting it to a neighbour or safe place. If you don’t want to use the app, DPD offer similar functionality via their website.

Just click the link in the email they send you and follow instructions there.

6. Can the driver bring my order into the house for me?

We can only deliver to the front door of the building specified.

Delivery drivers are not insured for entering premises, so cannot carry your order into your house or anywhere else on the premises.

If there are any lifts or stairs, then it is at the discretion of the delivery driver whether they are able to take the boxes any further.

If you need help lifting bulky boxes, it would be a good idea to arrange to have someone else with you at the time of delivery so that you have assistance in moving them into your home.

7. I’ve placed a large order, how will it be delivered (pallet deliveries)?

For large orders, we will deliver your order on a pallet. If you are unable to accept a pallet delivery or have any concerns or questions about receiving a pallet order, get in touch with us before placing your order. For deliveries to private residential addresses, we’ll call you to make arrangements for delivery. You may be required to help the driver with the delivery; they won’t assist in unloading the pallet nor are they obligated to take it anywhere else on your premises. It’s up to individual drivers whether they take the pallet away with them when they leave (they won’t take it away if there’s nowhere safe for them to store it). If this is a problem, please let us know at the time of ordering.

I have damaged/missing/faulty items, what do I do?

For Missing Items – make sure you’ve checked all of the packaging and opened all boxes. If you are missing an item, please contact us. You may be asked to provide evidence such as photos.

For Damaged Items – if the package is obviously damaged, then please sign for the parcel as damaged. Please take photos of the box before opening it. Once opened, please also take photos of any damages. You then have 30 days to get in touch with us. Please keep any damaged items as we may need them returning back to us (depending on the situation).