Delivery Service

Delivery Prices:

Post Code areas covered by each zone:

About our Delivery Service:

• It is understandable that you can’t be at home waiting for a delivery twenty four hours a day. Therefore with our delivery service we try to ensure you receive your delivery first time every time with Pre-Delivery notification.

• You will receive a Pre-Delivery notification from our courier the evening before the day your delivery is scheduled for, this will be via e-mail or text message depending on the information you have provided when ordering.

• When your order is delivered the driver will require a signature to confirm that you have received your order. Unless you state when ordering that your order can be left somewhere eg a neighbour’s house as you won’t be in your order won’t be left without instructions from you. If you have left delivery instructions when ordering this will be used as proof of delivery. If you have chosen for your order to be left somewhere eg in back garden or garage without a signature we are not liable if you do not receive the order.

• We recommend that a signature is obtained on delivery of your order as we will not be responsible for any loss or damage if a signature is not obtained.

• It is the discretion of the driver whether they will leave a delivery without a signature.

• We do not deliver on a weekend or bank holiday.

• Our delivery service is within 4-5 working days this excludes weekends and bank holidays.

• Delivery times are between 9am and 5.30pm.

• We are unable to deliver PO BOX and BFPO addresses.

• We are not liable for the wrong order or non delivery if you have provided incorrect information or the incorrect address. In these circumstances you may be liable for the cost of delivery and return of the order.

• No Party shall be liable for any failure to perform its obligations where such failure is as a result of Acts of Nature (including fire, flood, earthquake, storm, hurricane or other natural disaster), war, invasion, act of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalisation, government sanction, blockage, embargo, labour dispute, strike, lockout or interruption or failure of electricity (or telephone service), and no other Party will have a right to terminate this Agreement in such circumstances.

If you are not in when we try to Deliver:

• If you have not given any delivery instructions your order will be returned to the depo and our courier will attempt delivery the next working day.

• Our courier will post a delivery note through the door which will state that they will attempt delivery again on the next working day or you can contact them to arrange delivery on a day that suits you.

• When our courier service attempts a second delivery and you are not in and you haven’t contacted them to reschedule the delivery your order will be returned to us after 5 working days from the due date of delivery. You would have to pay another delivery charge for your order to be sent again and contact us to arrange this.

• Our courier service drivers will try to contact you when they are at your house attempting to deliver if you have provided a telephone number when ordering.

Tracking Your Order:

• Once we have despatched your order we will email you a tracking number with a link to our courier’s website. You can use this tracking number on our courier’s website. Once you have entered your tracking number you can see where your order is all the way up to it reaching you.

• Please allow 12 hours from us e-mailing you the tracking number to use it on our couriers website to allow time for it to be logged on our couriers system.

Processing your Order:

• Our cut off for processing orders is 11am therefore any orders received after this time will be processed the next working day.

• We do not process orders on a weekend or bank holiday so any orders placed on a Friday after 11am will not be processed until the Monday or the Tuesday if it’s a bank holiday.

• The first day of your four to five working day delivery is the day after the order is processed. Eg. If you placed an order before 11am on a Wednesday your order would be processed on the Wednesday and your order would be delivered any time from the Thursday to the following Wednesday excluding the weekend as that would be 5 working days.

Free Delivery it is Late:

• If your order is not with you within four to five working days from the day after it is processed please contact us with your order number and we will carry out a full investigation with our courier service and get your order delivered as soon as possible. We will refund the delivery charge on to the card you used to order for the inconvenience.

• We are not liable for any loss including consequential loss if your order does not arrive in time.

 Exclusions from this delivery charge refund for late delivery are:

1. If we are unable to deliver as there was no one to sign for the delivery.

2. If we contacted you before your order was despatched to inform you of any delays.

3. If your order has been partly shipped and other items are delayed.

4. Where such delays are as a result of Acts of Nature (including fire, flood, earthquake, storm, hurricane or other natural disaster), war, invasion, act of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalisation, government sanction, blockage, embargo, labour dispute, strike, lockout or interruption or failure of electricity (or telephone service), and no other Party will have a right to terminate this Agreement in such circumstances.

5. Orders placed during a sale period.

If you Order gets Lost:

• If your order has not arrived within 7 working days from the date of us dispatching your order it is deemed as lost. When we dispatch your order you will receive an email with your tracking number on.

• If you contact us within 7 working days from the date of us dispatching your order we will undertake a full investigation with our courier service to find out how your order has got lost.

• If we can establish that your order is lost we will redeliver your order at no extra cost to you. This may take up to 30 days to carry out the investigation and redeliver your order if the case is proven.

• If you would like your order dispatched again immediately you will be responsible for the cost of your order and redelivery again until your claim has been proven with our courier service. You will receive a full refund if your case is proven.

• If you missing order arrives and you fail to tell us you will be responsible for payment of the original order and the redelivered order and you will not be offered a refund.

• If you do not contact us to inform us that your order has not arrived within 7 working days of us dispatching it we are unable to claim for loss from our courier service and therefore we are unable to replace your order.

• If you fail to co-operate fully with us and our courier service during investigations this could affect your claim for loss.

• We are not liable for any loss including consequential loss if your order does not arrive in time.

Damage to Your Order on Delivery:

• Any damage to any product(s) on your order must be reported to us within 24 hours from delivery on 01670 851 160. We will investigate the damage and if it was damaged on delivery we will claim against our courier. We have 48 hours to claim for damages from our courier so you must report any damage to us within 24 hours to enable us to make a claim and replace the damaged product(s) if it is proven that the product(s) was damaged on delivery.

• If you fail to report any damage within 24 hours of delivery we are not liable for any damage and you will be unable to make a claim or get a replacement.

• We will e-mail you a return form for damaged goods on delivery when you contact us which you must print out and fill in. You must send this back with the damaged product(s).

• If you accept a damaged parcel(s) knowingly on delivery the damage must be detailed on the driver’s signature terminal.

• In order for us to investigate the damage we will arrange for our courier service to collect the damaged item(s). You are not liable for payment to return the damaged product(s).

• The product(s) must be packaged as you received it to avoid any damage in transit when the item is being returned. If the product(s) is not packaged properly our courier service may refuse to take it.

• If it is proven that the product(s) was damaged on delivery we will replace the product at no extra cost to you and redeliver it free of charge.

• If it is proven that the product(s) was not damaged on delivery and damage must have occurred afterwards we are not liable to replace the product(s) and you will be charged for the collection of the product(s) to return it to us. The cost is the standard price of delivery for the zone you live in (please check our Delivery Service information for details) plus £4 handling fee. You will also be charged for redelivering the product(s) back to you after your claim has failed. The cost is the standard price of delivery for the zone you live in (please check our Delivery Service information for details).