Shipping policy

Our detailed delivery information of serviced areas and delivery times and charges can be found on our ‘deliveries’ page. 

Standard delivery time is 5-7 working days. Delivery times may increase around holidays and peak shipping seasons. We will not accept any claim for compensation due to a late delivery which is handled by a third-party carrier and is out of our control.  

The freight delivery service you receive may vary among carrier companies. Since most carriers deliver to the curb side immediately adjacent to their vehicle on both standard and pallet delivery services and regard inside delivery as an extra service cost, it may be necessary for you to assist or move a product into your home. This is the case especially if you live in a block of flats, as carriers will only deliver to the ground floor entrance to the block.  

Our 1-man service is completed by a 3rd Party Courier where on some heavy items the driver may often require assistance with your order. If this isn’t suitable or you have any special delivery requirements please get in touch with us. In cases where the driver is willing to help you move your items into your home, we cannot be held liable for any scuffs or small scale damage to property. In cases where a driver is willing to help move items up sets of stairs, there may be areas where the items may need to be bent to manouevre them around corners - we cannot be held liable for such bends if this is required to complete delivery and is explicitly requested by the customer. 

Due to the size of some delivery vehicles, as a guide the largest would be a 7.5-ton lorry (usually able to go anywhere where your council bin lorry can access), any carriers delivering on our behalf must be informed of any restrictions regarding access. This includes (but is not limited to); steps, any overhanging/low trees/shrubs, steep driveways, narrow lanes, tight bends or any other restrictions that may make it difficult for the delivering vehicle to gain access to the point of delivery. We will not accept any claims for compensation arising from non/failed/refused/delayed/returned deliveries by either yourself or the carrier on the basis of being unable to unload to an agreeable location within a 15-minute timescale or are prevented from doing so by access restrictions. Re-delivery or cancellation charges will be applicable when your order is finally delivered or returned to us. 

If for any reason the carrier is unable to deliver, your order will be returned to the carrier’s local depot where it will be held for a maximum of 1-2 days, then automatically returned to us. A £50 charge will apply for re-delivery. Cancellations will be subject to fees. 

If the carrier is able to leave your order with a neighbour or other deemed suitable party, we cannot be held responsible if the order is left in the wrong location. We are unable to request the carrier to return and move the items. 

If you have alternative delivery requirements, please contact us prior to dispatch of your order. Be sure to include a phone number in case the carrier needs to notify you of something in relation to your arranged delivery. If you need your order to be shipped to an alternative address to the billing address, please specify during the checkout process when the option is available. Although we will make every effort to amend mistaken delivery addresses after the order has been placed, we cannot be held responsible for late deliveries if the incorrect address has been specified in the checkout by the customer. If the parcel must then be forwarded to a new address, we reserve the right to charge re-delivery / forwarding fees for this service if necessary and also reserve the right to deduct any such fees from any refund given should the order be subsequently cancelled. 

Please note we do not currently deliver to most offshore or remote locations, including Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands, Scottish Islands and Northern Ireland. We reserve the right to cancel any order that is to be delivered in any of these locations. If delivery is available, we will usually add an additional surcharge for this service. Please note: collections from these locations in the event of an order cancellation are also subject to additional charges which will be chargeable prior to delivery or deductible from any associated refunds on cancellation / order amendment. 

We may send you an email containing a link to the delivery carrier's tracking system. The information on their system is a guide to the progress of your delivery. Due to this information being out of our control we cannot be held accountable for any arrangement you make based on the information you have received. 

Special instructions passed directly by yourself to the 3rd party carrier are treated as non-guaranteed requests and are carried out at the carrier’s own discretion. 

In rare instances, if a) our system flags up the order as high risk of fraud; or b) the shipping address is different to the billing address, we will email you to ask you for proof of address and proof of id. Delivery times will apply from the time we receive the information requested. 

As damages can occur in transit and issues can arise to prevent the delivery that are out of our control, we cannot accept any liability. We would also ask all customers to check their order in full prior to arranging any additional services as we cannot be held liable for additional costs incurred. If your order is found to be incorrect on delivery or inspection, we will arrange for a replacement item or refund for any incorrect items at no additional cost to you. 

If the order you receive has any damage on the exterior packaging you must check the contents and list the damage on the driver's delivery note, if the words 'goods delivered in good condition' are on the delivery form next to your signature they need to be crossed out. If you are at all worried about the goods being damaged, you must sign for the goods as ‘damaged’ on receipt or refuse delivery. Any damage must be reported to us within 48 hours of signing. If someone else is signing on your behalf they must be made aware of the above. If the roll is damaged and you have failed to make any attempt to list this on the delivery note, we nor the carrier cannot be held responsible.