Without exception, we now deliver free of charge to all parts of the UK, including the Scottish Highlands, all UK islands and Northern Ireland. Unfortunately, we can't extend this offer to the other European countries we currently serve to due to the much greater costs involved, but we do subsidise the applicable shipping charges instead (by up to 50%).
In addition to cost, there are a number of other important things we think you should know about our delivery services. Why? Because it's important that you know what to expect from us when you spend money in our store. No hidden surprises. No over promising and under achieving. We'd rather manage your expectations properly from the outset.
So, let's get started. Once you've settled on what to buy, your first question is likely to be how much is delivery going to cost? We will confirm this in the checkout process (or verbally if you order by telephone), based on the weight and nature of the items you wish to buy. If your order is going to an address outside the UK the payment of any customs duties is your responsibility. Current shipping charges for all of the countries we serve are shown in the table above.
How quickly will we process your order and dispatch it? We aim to pick, pack and ship all orders within one working day of the date they are placed, subject to stock availability. Thanks to our real-time stock control system we meet this target 99% of the time. However, this system is not infallible, and in rare cases we may not be able to dispatch certain items immediately (usually as a result of stock levels being recorded incorrectly on our website, or orders for single remaining items being placed at exactly the same time).
In such situations we will either delay dispatch for up to 48 hours (if a delivery of fresh stock is imminent) or else part-ship the affected order, sending what is available with the unavailable item(s) to follow as soon as fresh stock is received. Either way, we will keep you fully informed of any delays by e-mail; there is no excuse for poor communication in this day and age, and we are fully committed to keeping you in the loop at all times.
After we dispatch your order, the good people at DPD take over. DPD make tracked deliveries from Monday to Friday. They will tell you in advance of when they intend to deliver (down to a fifteen minute timeslot) by e-mail and text (to receive SMS text updates you must provide a mobile telephone number when placing your order). They will also offer you a range of options if you are not going to be in to accept your parcel. In particular, you will be able to: (i) change the delivery date to a different day; (ii) tell DPD to deliver your parcel to a neighbour; (iii) tell DPD to leave your parcel in a safe place; (iv) collect your parcel from your local DPD depot, and; (v) upgrade your delivery to a specific timeslot.
If you (or your neighbours) are not in to accept your parcel, and you have not told DPD to leave your parcel in a safe place, a calling card will be left inviting you to contact DPD to make new delivery arrangements. Please note that if you tell DPD to leave your parcel in a safe place you do so at your own risk; if it goes missing we will not replace it. Similarly, if you pay DPD to upgrade your delivery to a specific timeslot you do so at your own risk.
How quickly should I expect to receive my order? The transit times shown in the checkout process (or stated if you order by telephone) are estimates (from the point of dispatch, not from the time you place your order) provided by our carriers. They do not warrant that delivery will take place on any particular day or by any specific date. In a nutshell, we are located too far north in the UK to offer next day deliveries or guaranteed delivery times. We appreciate that this may not be ideal from your point of view, but geography is geography after all.
We must now tell you how we will act if things go wrong. And they do from time to time, despite our best efforts. Let's start with parcels that fail to turn up. If any parcel is lost in transit we will reissue it once five working days have passed from the date of dispatch (other than if it went missing after being left in a safe place, at your request, by DPD, in which case you waived your right to make a non-delivery claim). Why so long? Simply because DPD require up to three working days to search their network before they will agree to any insurance claim.
What if my order arrives in damaged condition? Although we pack orders very carefully, accidents do still occasionally occur in transit. If any items arrive in a damaged state, you must send us photographic proof by e-mail as soon as possible (and certainly no later than five working days after the date of delivery). This will enable us to lodge an insurance claim with DPD. We will then send out replacement items as quickly as possible.
What if we miss something out or send the wrong item? Whenever you receive a parcel from us you should check the contents carefully against the enclosed receipt. If any items are missing or not what you ordered, you should tell us as soon as possible (and certainly no later than five working days after the date of delivery). We will then put right the problem by sending out the missing or correct items as soon as possible. Depending on the nature of the discrepancy we may ask you to return any incorrect items, but we will refund you in full for doing so.
If you have any questions or comments about the delivery information provided above, please do not hesitate to contact us. The information provided above is a rewritten extract from our formal terms and conditions.