We provide free mainland UK delivery on all of our items, however remote area such as the Scottish Highlands, Northern Ireland and some areas of Wales and the North East many have additional charges and/or may be unavailable for delivery (dependent upon the item). If you live outside of mainland UK please email us at firstname.lastname@example.org to confirm charges prior to ordering.
Depending upon the size and weight of the item we use several couriers as well a dedicated courier service for larger items, and in the majority of cases a tracking number is provided upon dispatch.
If you have not received a tracking number and need to track your delivery, please email us at email@example.com quoting your full name and order number and we’ll be happy to provide further information.
When ordering, please remember to use the checkout comments box to provide any additional information which may be useful for the courier, such as parking issues, narrow roads, difficult access points, etc.
We’re confident you’ll be delighted with your new purchase, however we understand that this may not always be the case and an item may not be right. That’s why if you’re not happy with your purchase you can return your item/s for a full refund within 14 days of delivery.
- To return your item/s send us an email at firstname.lastname@example.org with your name, address, phone number and order number/proof of purchase with a reason for the return within 14 days of delivery. (NB. If your item is damaged/defective we may send you replacement parts, if this is the case please also send us photographic evidence of the damage/defect).
- We’ll confirm receipt of your request within 3 working days and provide a returns number and address. (NB. To be eligible for a return, your item must be unused and in the same condition that you received it, in the original packaging.
- Send your item back to us with the return information provided, we always advise using a tracked and insured courier as we don’t guarantee that we will receive your returned item.
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment (NB. Refunds can take up to 14 working days to process).
Our policy lasts 14 days. If 14 days have gone by since your delivery, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same ‘as new’ condition (both item and packaging) that you received it, and not assembled nor modified in any way. If when goods are inspected we find any of the above has been breached we will return the item to you at your expense and no refund will be given.
There are certain situations where only partial refunds are granted; Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
You will be responsible for paying for your own postage costs for returning your item, except for where items were originally delivered damaged or defective. Postage costs are non-refundable.
If you haven’t received a refund yet, double check with your bank account and/or credit card company as it may take some time before your refund is officially posted.
If you’ve done this and you have not received your refund yet, please contact us at email@example.com.
In the rare case that item(s) are delivered damaged you need to inform us within 24 hours of delivery, if damages are reported later than this it may restrict our capacity to provide a replacement/refund. We only replace items if they are defective or damaged, if this is the case we may send out replacement parts to correct the defect. However, if this will not rectify the issue, to exchange it for the same item, send us an email at firstname.lastname@example.org and follow the above process along with photographic evidence of the damage/defect.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
YOUR STATUTORY RIGHTS
Our refund policy does not affect your statutory rights.
If you require any help or have any questions regarding our returns policy or procedure, please don’t hesitate to email us at email@example.com