Shipping and Returns
Delivery must be to the address at which your payment card is registered. All deliveries must be signed for (except items sent by post and which are small enough to be put through your letterbox). Please make sure you keep the receipt enclosed with your goods.
We make every effort to keep our delivery charges as low as possible.
When you add products to your Shopping Basket, the appropriate charge will be added during checkout process. You will always be able to see this charge before submitting your order.
How we Deliver
Most products are delivered either by courier or by post, depending on their size and value. However, some products, especially larger ones, may be delivered by our own delivery service or by the manufacturer. If this is the case, you will be asked or told about delivery dates as part of the order process. We will notify you which delivery method we will use when we send you our third e-mail. Very occasionally different products in the same order may be delivered separately.
Delivery times are calculated in working days – i.e. Monday to Friday inclusive. If you order after 3.00pm, please calculate your delivery time as if your order had been placed the following working day. In the case of bank holidays, please allow an extra two working days.
Postal and Courier Deliveries, 2-5 days Working Days by post (UK only)
At this time all orders are shipped at the end of the wroking week Friday /Saturday
Postal and courier deliveries should arrive within 2-5 working days of placing your order (Please allow up to double during sale periods)
IMPORTANT: We do everything we can to meet the delivery times specified in this section. However, occasionally delivery times may be affected by factors beyond our control and therefore they cannot be guaranteed. We will try to inform you if we become aware of an unexpected delay.
Please allow extra time for deliveries to Scottish islands and International deliveries or if you apply for credit (UK Retailers only) (we need to receive your signed application form back before we can process your order; this can add 21 working days or more depending on return of references).
International deliveries can take up to 15 working days or more depending on holidays or destination. Please note, if parcels go missing through our standard delivery, it can take up to 3 months to finalize delivery and refunds.
Missing, Damaged or Incorrect Orders
We try very hard to ensure that you receive your order in pristine condition. If you do not receive all your products, please e-mail us at firstname.lastname@example.org or telephone us. In the unlikely event that a product arrives damaged or faulty, please follow the instructions in the delivery documents.
Cancellations and Returns
You can cancel your purchase at any time (With the exception of Bespoke products) either before or up to 14 days after delivery by:
* Returning the product to us (please bring or send your receipt and the credit card or details you used to purchase the goods. * Following the “Returns” instructions in your delivery documentation;
* E-mailing us at email@example.com;
* Phoning us – please have your order reference number and delivery details to hand;
* Writing to After Sales, 10 Queens Drive, Buckley, Flintshire, CH7 2LJ, Wales / United Kingdom.
Your product must be complete, unused and in ‘as new’ condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product in any way). It should be returned with the original box, packing and accessories. Any ‘Free Gifts’ received with the product must also be returned.
You will receive a full refund, and the cancellation is free of charge provided you return the product to us, arrange for it to be collected from the delivery. If you choose another method of return, you must bear the costs.
We cannot cancel your purchase when:
* You return your product to us without proof of purchase;
* The goods were a special order made to your specification.
Return of Faulty Goods
The following are guidelines. Wherever possible we will respond to your individual circumstances.
If there is a fault or a fault occurs with your product within 12 months of delivery (or other defects with your order), we will normally offer an exchange or refund. This will only apply under manufacturer’s warranty and does not include, normal wear and tear or wilful and accidental damage.
To qualify for a refund or exchange the product must be:
* In otherwise “as new” condition; and
* Complete with any accessories and free gifts offered with it (and, if possible, the original box and packaging).
Please return the product to our store address or phone after sales (9am to 4pm Monday to Friday). If a fault occurs while you are abroad, please contact us after you return to the UK.
This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear.
Any refund due to a fault or other defect will exclude a refund of the applicable delivery charge.
Refunds will be paid in the same way as received, i.e: if you pay via Paypal you will be refunded via Paypal, if you pay by Cheque then you will be refunded by Cheque.
THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS
Please note that all orders will be shipped at the end of the Working week Friday/Saturday.
If you require your order urgently please contact us to see if we can sooner.