Delivery & Returns Policy
Delivery
We utilise a range of delivery services that include both private couriers and Royal Mail. We continually monitor our delivery services in order to bring you the fastest most efficient service at the most competitive prices; as such our delivery services and prices are subject to change but can always be viewed online via the link to ‘Our Delivery Prices’.
Please Note that it is the responsibility of the Customer to ensure that someone is available at the delivery address to sign for the parcel if required, if no one is at the address when the delivery arrives a card will be left with details of how to arrange a new delivery or collection.
Unless previously agreed with us your delivery will not be left with a neighbour or left safe. Please note that such requests are made entirely at your own risk as we cannot accept any liability for items reported as lost, stolen or damaged if you choose to do so.
We reserve the right to insist that all deliveries are signed for at the registered billing address by a person aged over 18.
What can I do if my item is confirmed as delivered, but has not been received?
Orders dispatched by Royal Mail Tracked or Courier and are tracked from the point of dispatch to delivery, the information is retained by the relevant Courier in case of query. If we have confirmed that the courier records show your item has been delivered, we will need you to follow the following procedure in order to locate your order;
If your parcel was sent using Royal Mail Tracked Signed or one of our Courier Services we will supply a copy of the signature, Please be aware that the signature will be provided by the person who accepted the delivery and not always the person on the address label.
If the item was sent to your home using our Royal Mail Tracked Service, please ask anyone else living there if they accepted the delivery. Please also check if the item has been left with a neighbour, or in your designated safe place if you have one.
If the item was sent to your work address, please check with the post room and your colleagues to see if someone accepted the delivery.
Please check and confirm that the shipping address was correct.
If you have followed the instructions above and you have been unable to locate your delivery you will need to enter a claim’s procedure. We will send you a form to complete to confirm that you have not received your delivery, once completed please return it and we will then make contact with the relevant Courier/Royal Mail to instigate the claims procedure. Please be aware that we cannot start the claims process without the completed documentation.
The Courier Company will carry out an investigation into the process of your delivery, this will involve checking GPS Tracking and speaking to delivery drivers a process that takes time. You will need to allow up to 60 days for the investigation to be completed, the investigations are carried out by the Courier Companies and are therefore outside of our control.
We will respond to all enquires in relation to the claim in a timely manner with a view to concluding the investigation as soon as possible, if you are sent documentation to complete by the couriers we urge you to respond as quickly as possible as delayed responses will delay or invalidate your claim.
If you have any questions at any time during this process please do not hesitate to contact us, we will always do what we can to help.
Returns & Order Cancellation
You also have a statutory right to return or cancel your purchase. If you wish to cancel you must tell us in writing by fax or email, or by telephone, in order to obtain a Returns Number. You should keep evidence of having given your cancellation notice, such as a certificate of posting. You must take reasonable care of the product and you must return the product to us (at your own risk and cost) within 14 days of dispatch (7 days for Sale or Clearance Items). All goods remain your property until they are received by our Returns Department.
The product must be returned unused (except to the extent use was reasonably necessary to examine the product) and with the original packaging and Sales Receipt with the reverse section completed with the Returns Information. We will refund the purchase price of the product less the delivery charges.
The following products are excluded from this legal right to cancel: audio/video recordings, DVDs or computer software that you have taken out of the sealed packaging in which they were delivered to you; products made or customised to your own specification, Books and any other products that by reason of their nature cannot be returned such as earpieces for hygiene reasons.
Items purchased from our Trade Counter Facility must be returned within 14 days of purchase together with the Sales Receipt and are subject to a 10% re-stocking fee. Items will not be accepted without proof of purchase
Requests to return items purchased via Official Purchase Order are subject to approval.
