Enquiries

If you have an enquiry about an order or want to report a problem, please use the contact form on this website, or telephone 01204 866188 during office hours. In either case, please remember to let us know your order number.

Notifications and Delivery Updates

All notifications from us about your order will be sent by email to the address you enter in the billing address section of your account profile. If you want notifications to go elsewhere for a specific order, please be sure to enter the required email address in your profile and save it before placing the order.

Sales Tax

Prices shown are in GBP and do not include tax. UK sales tax at the prevailing rate is applicable on all orders shipping within the EU.

Methods of Payment

We only accept online payments by debit or credit card, or via PayPal. Our secure payment system accepts Visa, Visa Electron, Mastercard and any debit card which displays the Maestro logo.

Delivery Charges

For orders weighing up to 20 Kg we charge £5.46 plus VAT for next working day delivery in mainland UK.  This includes London and the Scottish Highlands. Orders with a value of £60 ex-VAT are delivered free of charge. The delivery charge is only displayed after you log in and reach the checkout.

Delivery Locations

Currently we can only deliver within mainland UK and cannot deliver to the Channel Islands, Northern Ireland or The Isle of Man.

Delivery Method

For quantities less than a pallet load we generally use the Next Working Day parcel service operated by DPD. This is our preferred service, however we reserve the right to arrange delivery using an alternative method e.g. post, direct parcel service, or our own vehicle.

Cut Off Time for Next-Day Delivery

Our cut-off time for next working day delivery is 12:00 noon. Orders received after this time will most likely be sent the following day and all orders placed on Friday will be delivered the following Monday.

Consignment Tracking

After placing your order, DPD will contact you to confirm the delivery date using the email address you entered in your profile. On the day of delivery, they will send you another email confirming the one-hour time slot for your delivery.

Changing your Delivery Arrangements

If you cannot receive the delivery at the allotted time, you can use links in the emails from DPD to access their delivery tracking website. Here you can instruct them to change the delivery day (within a 5 day window) or upgrade to a guaranteed a.m. delivery for a small fee. You can also instruct them to leave the order with a neighbour or in a safe place, but please note that DPD will not do this unless you explicitly instruct them to via their website.

Collecting your order from DPD

If you receive a card through the door about a failed delivery, you have the option to collect the order from the nearest DPD depot. You’ll find a location map and route instructions on their website. You must take 2 forms of ID with you, one of which must be a photo-ID, plus a utility bill to confirm your occupancy or ownership of the delivery address.

Your Right to Cancel

Under the Consumer Protection (Distance Selling) Regulations you may cancel your order for any reason from the time of purchase up to 14 days following the day on which you receive the goods. Cancelled items must be returned to us undamaged and unmarked and ideally in the original packaging. We will then refund you the price you have paid for the goods and standard delivery costs. Please note that we cannot refund the cost of any additional service provided by us in connection with your purchase, such as a special delivery service.

How to Cancel an Order

To cancel a purchase, send us a cancellation request by email using the contact form on this website, or send your request in writing. Please make the subject of your email or letter “Purchase Cancellation” and include:

* Your order number
* The item you wish to cancel
* The date of purchase
* Your name and contact details

Once you have made a cancellation request in writing, please appropriately package the item and send it to us. We must be in receipt of the item within 14 days of receiving your cancellation notice. We will issue a reimbursement within 14 days of receipt of the returned item. Please send cancelled items to our warehouse and distribution centre at the following address:

The Hub
Unit 364,
Walton Summit Road,
Walton Summit,
Preston. PR5 8AS
England

Who pays for returning cancelled orders?

Please note that although you may cancel an order for any reason, unless we have delivered the item to you in error or the item is faulty, you will be responsible for the costs of returning cancelled goods to us. If we do not receive the goods back from you, we may arrange for collection of the item and charge our cost of collection to you. We will then refund the relevant part of the purchase price following receipt of your notice of cancellation.

How to get a Replacement or a Refund

If you receive a product which is damaged or faulty the item will be replaced or the cost fully refunded, provided you return it to us within 30 days of purchase and the item is returned to the address shown below. Our aim to replace products does not apply to faults caused by accident, neglect, misuse or dropping. This returns policy is separate and additional to your right to cancel.

To return an item, please notify us by email using the contact form on this website, or send your request in writing. Please make the subject of your email or letter “Product Return” and include:

* Your order number
* The item you wish to return
* The date of purchase
* Your name and contact details

Once you have made a request in writing, please appropriately package the item and send it to us. Please send items for replacement or refund to our warehouse and distribution centre at the following address:

The Hub
Unit 364,
Walton Summit Road,
Walton Summit,
Preston. PR5 8AS
England

Who pays for returning faulty items?

We will reimburse you for the cost of returning faulty items.