Delivery Information

Important notes

  • Our operating hours for order processing are Monday-Friday 09:00-15:00, excluding bank holidays and other holiday closures.

  • Please allow 1-2 working days for orders to leave us. We will endeavour to dispatch your order on the day or day after you have placed it, but this may not always be possible. If you need an item that is showing in stock on the day you have placed it (weekdays only) please do check with us to make sure that it is with us in Curbridge, as many of the products will come in from other warehouses the next day

  • Courier Deliveries placed after 15:00 may not be dispatched until the next working day.

  • Please make sure your delivery address and contact details are accurate. We will not be able to re-dispatch orders free of charge where incorrect details have been provided.

  • Delivery estimates are subject to working days (typically Monday-Friday). Please consider that delivery times are subject to courier workload and traffic/weather conditions/pandemics/etc. so there may be some delays. We are, however, happy to investigate any late deliveries! Please feel free to contact us by phone or email.

  • If your order is going to a non-Mainland UK address**, delivery may take a 1-2 working days longer than quoted.

  • We cannot be held responsible for delays caused by natural events (such as extreme weather conditions, flooding, etc.), industrial strike action, or other unavoidable events causing widespread delay to delivery services.

Charges and options

Please note that there are occasions where we are unable to use Royal Mail (e.g. when your order falls outside of their size/weight limitations). In this event, we will upgrade your order to a courier. We will honour your original carriage charge unless we would require additional postage for excluded post codes and locations**.

To Mainland UK addresses**:

  • Royal Mail Tracked 48 Hour: £4.99 (orders under £60*)
  • Royal Mail Tracked 48 Hour: Free delivery (orders over £60*)
  • Royal Mail Tracked 24 Hour: £6.99
  • Courier Delivery: £8.99
  • Courier Delivery orders will leave us on a 24 hour courier (DHL), or we may have your item sent directly from our supplier if it is more time/cost efficient.

To Highland & Island addresses**:

  • Royal Mail Tracked 48 Hour: £4.99 (orders under £60*)
  • Royal Mail Tracked 24 Hour: £6.99 (orders under £60*)
  • Courier Delivery: £24.00

  • Courier Delivery orders for Highland & Island addresses will leave us on a 48-72 hour courier (DHL), or we may have your item sent directly from our supplier if it is more time/cost efficient.

Order not arrived?

If your order hasn't arrived within the expected timeframe, please feel free to get in touch for an update (please have your order number ready, and please note that orders placed the day before a weekend or bank holiday may not have been processed until the following working day).

Royal Mail aims to deliver within 1-2 working day, but this is not guaranteed. As such, claims for loss in transit will not be considered until 15 working days has elapsed from the date of despatch. This is in line with Royal Mail guidelines. If your order has been registered as delivered, we may ask you to check with your local sorting office as cards are not always left to notify you that you have a parcel to collect (although they should be, this does not always happen). They may have also left the parcel with a neighbour.

If a courier has not delivered to you next working day, we are happy to check that it is still on its way. Please ensure that someone is available to receive your parcel or keep an eye out for a Missed Delivery card.

We will endeavour to help where we can, and may be able to offer a replacement (paid for by the customer) with full refund once the original delivery has been returned to us. Please note that special carriage costs (e.g. Direct Delivery) will only be refunded if the delivery was late.

Items missing/arrived damaged?

If your order arrives damaged or has components missing you must inform us within 3 working days of receipt. We will unfortunately not be able to guarantee replacements after this time, but we will do what we can to accommodate within a reasonable time period.

Safeplace

We cannot guarantee that local drivers will adhere to Safeplace instructions, but we will endeavour to pass on any provided location so that your parcels can still be delivered safely if you are not in to receive. 

Please note that a parcel delivered to a Safeplace location is considered received, and subsequent loss or theft may not be claimable. If your delivery is missing after having been delivered to a Safeplace location, please still let us know and we will refund or replace if we are able to claim from our couriers.

Do you deliver outside of the UK?

Yes, but only after reviewing requests on a case by case basis as delivery costs vary greatly. Please feel free to get in touch with the products that you're after (including quantity), your delivery address, your billing address (if different), and your VAT number, if applicable.

Please note that we cannot accept over the phone payments from cards registered outside of the UK.

*Subject to availability. Does not include gift vouchers, or premium delivery services. Long items 1.4 meters and above may also incur a separate charge.

**Areas not counted as Mainland UK

On larger/more expensive orders, we will unfortunately need to charge a higher rate for Islands and Highlands addresses (£24.00). This is due to greater courier costs for these areas. If you believe your order will be under 2.5kg in weight and under Royal Mail's medium parcel size (61x46x46cm), please feel free to get in touch and we will see if we are able to offer a full or partial carriage refund.

Please see below for affected areas and post codes;

All offshore islands (e.g. Channel Islands, Isle of Wight, Northern Ireland, etc.)

Scottish Highlands: AB10-AB56 / DD8 / IV1-IV99 / KW1-KW17 / PA20-PA78 / PA80 / PH16-PH26 / PH30-PH50


Last updated: 10:11 28th May 2024