(updated Aug 2017)
1.1 In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website or via email.
1.2 This policy shall not create legally enforceable rights and obligations; rather, our usual practice in relation to the delivery of products is indicated in this policy.
1.3 We reserve the right to change our delivery methods at any time and at the same time updating all the details in this policy.
2. Free delivery
2.1 We offer free delivery to all mainland UK addresses on all orders over GBP 25 (including VAT).
2.2 All other orders will be subject to delivery charges as detailed in Section 5.
3. Geographical limitations
3.1 We will usually be able to deliver to the following countries and territories: England, Scotland, Wales and Northern Ireland, including Channel Islands, Isle of Man, Scilly Islands, Scottish Highlands and Islands.
3.2 We deliver to the rest of Europe too and we may from time to time agree to delivery products to other countries and territories, please use the contact form on our website to make enquiries.
4. Delivery methods and periods
4.1 The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
(a) if your delivery address is on the United Kingdom mainland, your delivery will be made by either Royal Mail or a courier service dependent upon size and weight, and the typical period for delivery of products once processing your order by this method is next day or 2-3 working days.
(b) if the delivery address is Northern Island, Channel Islands, Isle of Man, Scilly Isles, Scottish Highlands and Islands we will send with either Royal Mail or a courier service and there maybe a longer delivery time than to UK mainland so please allow approximately 3-5 days for your delivery once processed in normal circumstances, however dependent upon circumstances this maybe a day or more longer.
4.2 If you place your order by 12pm GMT/BST on a working day, we endeavour to process your order the same day and send out within 2 days; if you place your order after 12pm GMT/BST on a working day, or on a non-working day, including Bank Holidays these time periods run from the close of business on the next following working day.
4.3 The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
4.4 We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.
5. Delivery charges
5.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.
5.3 Our delivery charges are as follows:
(a) in respect of all UK deliveries, delivery charges will be £3.95. (free for orders over £25)
(a) in respect of all other European deliveries, delivery charges are from £15.00 please contact us for a quote.
6. Delivery tracking
6.1 Delivery tracking is available in respect of all orders for our products.
6.2 To track your delivery, enter your reference or consignment number and if necessary your postcode into the particular delivery series providers website - you will be sent details of how to track you deliver once we have accepted the order.
7. Receipt and signature
7.1 All deliveries we send are intended to be received in person at the delivery address and may or may not require a signature, the address, for example, can be a work place or friend or families address. The delivery service provider may also attempt to deliver to a neighbour if you are not at the address at the time of delivery and if successful they will leave a card with details at your address.
7.2 Dependent upon the method we select for your particular order you may also receive an email with details of the delivery date and time and tracking, you will also be able to customise your delivery here, for example, reschedule the time and date, option to leave in a safe place, with a neighbour or pick up from your local depo.
8. Additional deliveries
8.1 If an initial delivery attempt is unsuccessful, our delivery service provider should leave a card with details of how to reschedule the delivery, arrange to leave your parcel in a safe place at the delivery address, deliver to your neighbour, or arrange a collection from your local depo, drop off shop or if via Royal Mail from your local delivery office, you will need your reference or consignment number and possibly your postcode to do this.
9.1 If your products remain undelivered despite our delivery service provider making attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products from your local depo, drop off shop or Royal Mail delivery office. The card will also give details of how to reschedule the delivery, leave in a safe place or deliver to a neighbour, this may also include a time limit for collection.
10. Delivery problems
10.1 If you experience any problems with a delivery that you cannot solve with the delivery service provider, please contact us via email - email@example.com you can also call us 0121 429 1028 or 0333 444 1028 (on working days 10am - 5pm).
10.2 The delivery service provider may not be able to deliver your products within the specified times due to unforeseen circumstances. This maybe due to situations such as weather conditions, fault with vehicles, road blockages, accidents or other similar problems. We cannot be held responsible for these unforeseen circumstances but will endeavour to provide you with all the information we can to ensure your products are delivered as soon as possible.
10.3 If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).
10.4 An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) you provided the wrong address for delivery;
(b) there is a mistake in the address for delivery that was provided;
(c) the address for delivery is not reasonably accessible;
(d) the address for delivery cannot safely be accessed;
(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery.