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We understand that the high quality of our products should be matched by an equally high level of service and that this is perhaps no more important than when it comes to delivery
1.1 In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made by telephone, through our website or via email.
1.2 This policy shall not create legally enforceable rights and obligations; rather, our usual practice in relation to the delivery of products is indicated in this policy.
2.1 We do not offer free standard delivery to any mainland UK addresses
2.2 All orders will be subject to delivery charges as detailed in Section 5.
- Geographical limitations
3.1 We will usually be able to deliver to the following countries and territories: England, Scotland, Wales and, by special arrangement, Northern Ireland.
3.2 We may from time to time agree to deliver products to other countries and territories.
- Delivery methods and periods
4.1 The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
(a) if your delivery address is on the United Kingdom mainland, your goods will be delivered either by courier in a van up to 3.5T or in an HGV pallet vehicle up to 26T, and the typical period for delivery of products by this method is up to 5 working days unless we notify you that it may be sooner. Pallet deliveries take place between 8am and 5pm and require a signature so please ensure that someone is available during those hours to receive your goods
(b) please ensure that the vehicle can access your premises or that there is a suitable location within 20m of your property where the vehicle can unload.
(c) where pallet delivery vehicles cannot access your property the goods will be dropped as close as possible using the pallet trucks on the vehicle.
4.2 If you place your order by 12pm GMT/BST on a working day, these time periods run from the close of business on that day; if you place your order after 12pm GMT/BST on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.
4.3 The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
4.4 We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.
- Delivery charges
5.1 Delivery charges will be calculated by us based on your order and clearly shown on your quotation.
5.2 Applicable delivery charges will depend upon the delivery method you require, the location of the delivery address, and the size and weight of the products in your order.
5.3 Our delivery charges are as follows:
(a) in respect of pallet deliveries, delivery charges will be up to £80 per pallet space.
(b) in respect of courier deliveries, delivery charges will be up to £15 per batched item up to 25kg (and less than 3.5m width, length and girth combined) or £25 for items over 1.5m and less than 2.5m in length and less than 25kg (and less than 5.5m width, length and girth combined).
- Delivery tracking
6.1 Delivery tracking is available in respect of our courier deliveries.
6.2 You will receive tracking details from our courier once they have processed your collection.
- Receipt and signature
7.1 All deliveries must be received in person at the delivery address, and a signature must be provided.
- Additional deliveries
8.1 If an initial courier delivery attempt is unsuccessful, our courier delivery service provider will make at least 1 more attempt to deliver the products in your order.
8.2 Pallet deliveries will not attempt re-delivery without further payment, usually 75% of the initial cost of delivery.
9.1 If your products remain undelivered despite our courier delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.
9.2 If your products remain undelivered despite our pallet delivery service provider attempting to deliver them, we will contact you, with instructions on how you may collect your products, including a time limit for collection.
- Delivery problems
10.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.
We take every precaution to ensure that your order arrives with you in the same condition as it was when we dispatched it. However it is crucial that you thoroughly check your order once it has been delivered and before you sign for it (including taking items out of their boxes to make sure everything is as it should be).
It is vital that goods are not signed for as ‘in good condition’ if they are not. Any damages or missing items should be noted on the delivery note and we should be contacted immediately so as we can get replacement goods out to you. If your order is signed for as being satisfactory then we cannot accept responsibility for any damages or missing items.
If your product is found to be faulty then please contact us as soon as possible and we will arrange a replacement or refund for you.
10.2 If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery.
10.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) you provided the wrong address for delivery;
(b) there is a mistake in the address for delivery that was provided;
(c) the address for delivery is not reasonably accessible for the size/quantity of goods ordered;
(d) the address for delivery cannot safely be accessed;
(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.