When your order is ready to be dispatched, you will be contacted via a dispatch email which will contain both your chosen delivery service info and the chosen delivery date. This email will also include important delivery information, some of which is listed below. We recommend all customers familiarise themselves with this information to ensure issues are kept to a minimum on the day.
If you wish to change your delivery date after you have ordered, you must inform us as soon as possible before the goods are sent out for dispatch. If your goods are dispatched and you are not going to be available for delivery, you must contact us to inform us so we can make arrangements to change the delivery date. In some circumstances, we may be able to change this around free of charge but please be aware, you may be subject to a redelivery fee if the delivery has been sent out on the carriers vehicle, or if the delivery has already been attempted. Please speak with our customer services team if you’re unsure.
On the day of your delivery
All deliveries will be attempted between the hours of 8am – 6pm, unless you have selected a premium service. These services are listed above, with the estimated delivery windows for each service outlined as well. As we use a number of local, national and supplier based carrier services, it may not always be possible for us to provide an exact time for delivery. If you wish to track your delivery after it has been dispatched, please contact our customer services team who will be able to source an estimated time of arrival, or provide you with contact details & a consignment number of the carrier which your delivery has been dispatched with. If we can’t provide this information, we will contact the courier ourselves and relay all information back to you.
As is standard in our industry, all couriers are only able to deliver items to the kerbside of your delivery address, and are not permitted to enter your property. Please remember, your delivery may be heavy & bulky, so we recommend that there is adequate help available to bring the delivery indoors. It’s entirely possible that your order may be delivered on a large delivery truck, so please do let us know if there are likely to be any access problems, and we can inform the courier that a lighter vehicle is required.
If we are unable to deliver your order because you were not available on the agreed delivery date, or if there is a problem with gaining access to the road/property which we’ve not been made aware of, you may be liable for a re-delivery fee.
Checking your goods
Problems with deliveries are very rare, but because of the nature of the products we ship we always recommend that every customer checks their order when it is delivered for any obvious sign of damage or unsuitability. Our carriers are instructed to allow each customer a 15 minute window in order for them to check goods upon delivery. If you are not fully satisfied with the condition of the goods at the point of delivery, we ask that you mark down on the drivers delivery note that the goods are signed for and received ‘damaged’. We understand that damages or issues may not be immediately visible and a thorough check may not be possible in the 15 minute window. So we ask all customers to check goods thoroughly and inform us of any damage or unsuitability within the first 48 hours. This should be long enough for you to give the goods a thorough once over and identify any problems.
This will allow us to quickly rectify any problems and ensure that replacements can be issued.
Planning your job & booking tradespeople
We strongly advise against pre-booking tradespeople/fitters to complete a job involving your goods until after you have received the delivery. We cannot be held responsible for any costs incurred by you due to delays in shipping, faults or damages. We encourage all customers to order well in advance if you are working to project schedules and completion times. This allows us and you plenty of time to remedy any potential issues before any potential deadlines are missed.
Because all customer orders are fraud screened against the details which you provide us when ordering online, we are unable to dispatch any goods to an alternative address after an order is placed. If you cannot accept delivery at your given delivery address, please contact us to discuss what options are available to you. We may in some cases require you to re-place your order at the new delivery address, and your initial order will be cancelled and refunded immediately.
If you’re still unsure on any of the above information, then please ask our friendly customer services team, who can be contacted here, or just click the button below to email us directly.