Delivery Policy & Basic Pricing FAQ's
- What does standard UK delivery cost?
- When will my order be despatched and how will I know?
- What if i want to amend my order?
- Do I need to sign for my parcel to confirm receipt?
- When will I receive my order?
- What if there is something missing from my delivery?
- Will I see the total cost of my order before entering any payment details?
- Are there any extra delivery options?
- Can my order be delivered on a Saturday or Sunday?
- Do you deliver outside the UK?
What does standard UK delivery cost?
Christmas & New Year Holidays 2018-19 are upon us...
For delivery in time for Christmas our couriers have given us the following deadlines for UK customers:
Standard Delivery: Submit your order by 3.30pm Thursday 20th December to meet the Royal Mail's recommended UK last posting date.
Next Working Day or Saturday: Upgraded delivery options are available on orders submitted by 3.30pm Friday 21st December.
Collect in Store: Order online and collect in store right up until 3.30pm Monday 24th.
WHAT DOES STANDARD UK DELIVERY COST AND HOW WILL MY PARCEL BE DELIVERED?
Standard UK Delivery*, on orders under £30, delivery is £3.50. Free Standard UK Delivery* on orders over £30 (*exclusions apply)
The following applies PER ORDER and to MOST, NOT ALL* UK mainland addresses/post codes. You have the option to upgrade the standard delivery service to our Priority Despatch service (this service is not available to all UK postcodes - see exceptions).
Free Standard Delivery on all orders these orders are usually sent by Royal Mail 2nd Class post, you should allow 3 to 5 working days for delivery. Standard delivery is FREE and applies to MOST, NOT ALL* UK mainland addresses (including but not restricted to Post Codes below). We use a combination of Royal Mail and Carrier services and in some cases will require a signature to confirm receipt (high value/bulky orders).
In each case, BEFORE you enter any payment details you have the option to upgrade the standard service for your order.
TO UPGRADE any order to OUR PRIORITY DESPATCH SERVICE which is normally a next day delivery, though this is not guaranteed, £6.99 WILL REPLACE the above delivery charges. You can also UPGRADE to a 'NEXT DAY GUARANTEED or your DELIVERY CHARGE REFUNDED' service. On this service, if the carrier fails to make delivery, other than for the reason that there was nobody available to receive the delivery, your delivery charge will be refunded.
You can also upgrade to AM delivery where available and weekend delivery services, additional charges apply, these delivery options can be selected after entering your address details and prior to completing any payment. (we're sorry, but these delivery services are not available to ALL UK mainland address - see Post Code* exceptions below).
We are unable to split orders/deliveries if any one item in an order is not available from stock, indicated by "Despatch due date / Awaiting stock / Stock expected" - E&OE (Errors and Omissions Excepted). So we would usually despatch an order once complete as/when all the items are available from stock to send as one parcel. We reserve the right to collate multiple orders into one delivery if going to the same address.
*Some regions of the UK mainland, including but not restricted to, postcodes AB30-38, AB44-56, FK17-99, G83, IV1-28, IV30-39, IV52-54, IV63, KW1-14, PA21-33, PA34-40, PH15-26, PH30, PH31-41, PH49-50, and non-UK mainland addresses (Islands), includes Isle of Man, Isle of Wight, Northern Ireland, Channel Islands, BFPO Addresses and post codes: HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3. Other charges may also apply for some larger, bulkier or heavier items. Delivery may also take longer to many of these areas.
We do appreciate that in some instances you may consider your post code should be included as UK mainland but unfortunately these exclusions/postcode areas are worked out by the carriers/delivery services and incur additional charges.
When will my order be despatched and how will I know?
WHEN WILL MY ORDER BE DESPATCHED AND HOW WILL I KNOW?
Orders received by us Monday to Friday by 3:30pm WILL NORMALLY BE DESPATCHED THE SAME DAY. We're sorry but we do not have Royal Mail/carrier collections over a weekend or on Bank Holidays so your order would be despatched on the following normal working day. During busy periods priority will be given to UPGRADED orders.
Orders received after 3:30pm and by 4pm we will try our best to despatch the same day, but due to volume of business we can't guarantee this.
Orders received after 3:30pm Friday and by 3:30pm Monday (incl orders placed on Saturday & Sunday) will be despatched next working day ie: Monday.
Orders placed during a Bank Holiday (Good Friday/any Bank Holiday Mondays) will normally be despatched next working day ie: Tuesday
If you have provided the correct e-mail address on your order you will receive an e-mail to confirm despatch (toward the end of the despatch day). If you do not receive our email, it may be in your spam folder or you may have submitted your e-mail address incorrectly on your order.
What if I want to amend my order?
WHAT IF I WANT TO AMEND MY ORDER?
We will always try to accommodate any amendments to your order received by e-mail or by phone prior to 3:30pm (Mon-Fri), after which time we may not be able to make any adjustments to your order. However, do please ask as we will always try, although this may delay the despatch of your order. Naturally once an order has left us we are unable to make any amendments.
We are not able to amend a delivery address of any order once the order has been despatched. For orders despatched by carrier service, you are able to track the delivery information for your parcel via the despatch confirmation e-mailed to you. However, you should be aware that any delivery address amendments/instructions may affect the delivery timescale of your order.
Do I need to sign for my parcel to confirm receipt?
DO I NEED TO SIGN FOR MY PARCEL TO CONFIRM RECEIPT?
Upgraded orders and orders over £100 goods value will normally be sent using a signed for service and will require a signature on delivery to confirm safe receipt. It is advisable to have your order delivered to an address where someone is usually available to receive the parcel during normal working hours. This will help the delivery services ensure you receive your order quickly and efficiently.
If you know you will not be available to receive the parcel you may add instructions in the Instructions section of your order form eg: leave with a neighbour. We would not advise any parcels are 'left safe'.
IMPORTANT: If your parcel is damaged or open on receipt, you must sign for the parcel as "received damaged" or "received open" and notify us within 2 working days.
When will i receive my order?
WHEN WILL I RECEIVE MY ORDER?
Orders which have not been upgraded we would normally expect to be received within 5 working days after placing your order. We do all we possibly can to ensure orders are despatched promptly but can not be held responsible for failures within the delivering services. UPGRADED orders are sent on a next working day delivery service and for this reason it is advisable to have your order delivered to wherever you will be during normal working hours as it will require a signature to confirm safe receipt. Once an order is despatched it is in the hands of the various delivery services, either Carrier or Royal Mail to deliver according to the service we use.
If your order is 'TIME CRITICAL' you have the option to UPGRADE the delivery service for your order at the time of ordering. In times of high demand on the delivery services eg: Christmas - please don't leave it too late to place your order. We do all we possibly can to ensure orders are despatched promptly but can not be held responsible for failures within the delivery services. As delivery services are outside our control we are unable to provide any delivery guarantees.
We, therefore, can not accept any responsibility or consequential loss resulting from late/failed delivery as this is entirely outside of our control.
What if there is something missing from my delivery?
WHAT IF THERE IS SOMETHING MISSING FROM MY DELIVERY?
IMPORTANT: If you believe an item may be missing from your delivery, you must notify us within 3 working days
IMPORTANT: If your parcel is damaged or open on recipt, you must sign for the parcel as "received damaged" or "received open" and notify us within 2 working days.
Will i see the total cost of my order before entering any payment details?
WILL I SEE THE TOTAL COST OF MY ORDER BEFORE ENTERING ANY PAYMENT DETAILS?
In all cases the total delivery charge, and your total invoice value will be shown in your shopping basket before you are asked to enter payment details.
If required you can go back and change your delivery option before finalising your purchase.
Are there any extra delivery options?
ARE THERE ANY EXTRA DELIVERY OPTIONS?
You have the option during the checkout process to UPGRADE YOUR ORDER to our priority despatch/next working day delivery service if required, there is an extra charge for this service which will be shown in your basket before you have to enter any payment details.
Priority despatch/next working day service - if your order is placed prior to 3pm Monday to Friday. Next working day service is not available to all UK addresses please see post code exceptions above.
Can my order be delivered on a Saturday or Sunday?
CAN MY ORDER BE DELIVERED ON A SATURDAY OR SUNDAY?
YES : Ensure you place your order with us by 3:30pm Friday (or Thursday if over Easter Holidays) and you can select to have your order delivered either on the following Saturday and/or Sunday (except Easter Sunday). Additional charges apply to this service and are shown in the delivery options section of the order process after you enter your delivery address details.
You can select this delivery option for your order before entering any payment details. Unfortunately, this weekend service is not available to all UK address/postcodes - please refer to post code exceptions above.
Do you deliver outside the UK?
DO YOU DELIVER OUTSIDE THE UK?
YES: We currently deliver to many Western European countries (see list below), the appropriate delivery charges will be shown in your basket after you have entered your delivery address details but before you have to enter any payment details. Deliveries outside the UK will be shipped by the most economical service.
Austria, Belgium, BFPO, Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, Monaco, Netherlands, Portugal, Spain & Sweden.
In short, we will endeavour to do whatever we reasonably can to ensure you receive your order in a timely, efficient, cost effective and safe manner in accordance with our standard delivery terms as above. Like all online retailers we rely on 3rd parties to deliver parcels on our behalf and we are unable to offer any guarantees on delivery services operating outside of our control.