Delivery

1. Introduction

1.1 This policy contains details of the delivery methods, periods and charges that apply to orders for our products made through our website, by telephone, email, in person or any other means that we have not thought of yet.

1.2 This policy is also a legally binding document, and forms part of the contract of sale between you and us made under our terms and conditions of sale. You can view our terms and conditions by clicking this link <linky>.

2. Delivery Methods and Periods

2.1 We offer two different delivery methods:

(a) Standard Delivery — Usually within 3 days for mainland UK addresses. It may take longer for addresses not on the UK mainland. This is the cheapest option.

(b) Urgent Delivery — Usually next working day for mainland UK addresses. It may take longer for addresses not on the UK mainland and some remote post codes. This is more expensive as the delivery driver has to put his foot down to get to you sooner.

We have tried to make this as simple as possible for our customers. If you want your order urgently, select urgent delivery at checkout and pay the extra fee. Don’t moan about the extra charge — we don’t make any money on delivery; it all goes to the delivery company.

2.2 If you place an order before 2pm, Monday to Friday (excluding public holidays), we will process your order that day. If any items are out of stock, we will contact you as soon as possible.

If you place an order after 2pm (Monday to Friday), or on a weekend or public holiday, your order will be processed on the next working day.

2.3 The delivery periods set out in this section are indicative only. No one can guarantee next-working-day delivery. Sometimes delays happen beyond our control. In 2018 there were over 200,000 reported road accidents, and sometimes these accidents involved delivery drivers.

2.4 On occasion, we may conduct fraud screening checks before dispatching your order, which may delay delivery. If this happens, we will notify you.

3. Delivery Charges

3.1 Our delivery partners charge us to use their services. They have to pay drivers, depot staff, fuel, insurance, and the list goes on. Our website calculates delivery charges automatically, and these charges will be shown at checkout. If you’re happy with the charges, pay up and wait for the delivery driver. If not — we’re very sorry — but as mentioned earlier, we do not make any profit on delivery charges.

3.2 Delivery charges depend on several factors: the delivery address, the size of the box, the weight of the order (we send strong drivers for the heavy ones), and the value of the products in your order.

4. Free Delivery

4.1 We offer free delivery to most of mainland UK (some remote post codes excluded) on orders over £50 including VAT. Free delivery uses Standard Delivery. If you need your order urgently, please select urgent delivery at checkout and pay the extra fee.

4.2 We may change the minimum order value for free delivery at any time. Any changes will be published on our website.

5. Delivery Tracking

5.1 Our delivery partners only offer tracking on urgent orders. If you place an urgent order, we will email you a tracking link. If you provide a valid email address, you will usually receive an estimated time slot from the delivery partner. If you provide a mobile number, you may also receive SMS updates.

5.2 Standard Delivery does not include tracking — you will just have to wait for your items to arrive (sorry!).

6. Receipt and Signature

6.1 When our delivery partner arrives, they may ask you to sign. If you are not in, they may leave it with a neighbour, or they may take it back to the depot. If you have specific delivery instructions, please enter them during checkout.

6.2 If the first delivery attempt is unsuccessful, our delivery partner will make one more attempt. If delivery still fails, the parcel will be returned to the depot and you must collect it. If you do not collect it within 5 working days, it will be returned to us and you will need to pay for re-delivery. Please refer to section 3.1 regarding delivery costs.

7. Delivery Problems

7.1 Sometimes things go wrong — drivers may have a bad day or be daydreaming about dinner. If you experience any problems with delivery, just let us know and we will contact the delivery company to resolve the issue.

7.2 If our delivery partner is unable to deliver your products due to your fault, or you do not collect them within the required time, we may agree to re-deliver, but we reserve the right to charge for the actual cost of re-delivery (even if the first delivery was free).

7.3 Examples of delivery failures that are your responsibility include:

(a) you provided the wrong delivery address;

(b) the delivery address contains an error;

(c) the delivery address is not reasonably accessible;

(d) the delivery address cannot be safely accessed;

(e) if in-person receipt is not required, there is no secure place to leave the parcel and no one available to receive it; or

(f) if a signature is required, no one is available to sign for the delivery.