Service & Delivery
On this page we answer some of the common questions you may have with regard to delivery and refunds. Please read our Terms & Conditions for a fuller explanation. If you have any specific queries please do not hesitate to contact us.
Please note: we only deliver to mainland GB addresses.
What happens after I place my order?
We will send you an email acknowledging that the order has been received. This acknowledgement, amongst other things, details the goods you have ordered and the price paid. In addition you will receive confirmation that the payment has been authorised. We will then keep you informed of the progress of your order and delivery by email or telephone.
When the goods have been despatched we will notify you of this by email. Order acceptance and the conclusion of the contract between you and us will take place on the despatch to you of the products ordered.
What does the price include?
For your benefit, the price shown on the website is displayed exclusive and inclusive of VAT. Delivery charges are separate and vary depending on the type and number of products ordered. Delivery charges are added in the shopping basket and are clearly identified.
Where goods are eligible for VAT Relief they will be clearly marked with the following symbol:
Such products are only available at zero-rate when purchased directly by an eligible individual for their personal or domestic use, or when purchased by a registered charity for use by that person.
If I pay by card, when will I be charged?
All payments by debit or credit card are processed when the order is placed.
Will the price change after I buy?
The prices payable for the items that you order are clearly set out in the web site. If, by mistake, we have mis-priced an item, we will not be liable to supply that item to you at the stated price. If there is a problem with your order in terms of the price, we shall contact you by telephone or email as soon as reasonably practicable. You may then choose to cancel the order or continue at the revised price. If you cancel and you have already paid for the goods, you will receive a full refund.
When will I receive my goods?
Approximate delivery times are displayed on each product description page. Most products will be despatched wthin 10 working days of the order but goods such as furniture, which is made to order, may take several weeks.
You will be kept informed of the progress of your order on a regular basis. We will use all reasonable endeavours to meet any date agreed for delivery and will notify you as soon as possible of any delays to discuss revised delivery times.
What arrangements do I need to make for delivery?
Delivery of the Goods shall be made to the address specified in the order and the buyer is responsible for making all arrangements necessary to take delivery of the Goods whenever they are tendered for delivery.
Most products will be delivered to your door and left packaged. A signature on receipt will be required. If the courier is unable to make a delivery, further attempts will be made or the goods will be available for collection from the local delivery office.
For bulky goods e.g furniture, we will contact you to confirm your delivery date. Your delivery won’t happen until you’ve been contacted by phone or by e-mail and you have accepted the delivery offered. If you are unable to accept the delivery offered or you wish us to hold your order for a period of time, we can provide a storage service.
What if you don’t have the goods I’ve ordered available?
If there is a problem with your order in terms of availability of the goods, we shall contact you by telephone or e-mail as soon as reasonably practicable. You may then choose to either accept a comparable product of similar specification and quality that we will suggest, wait for the goods to be available or cancel the order. If you cancel and you have already paid for the goods, you will receive a full refund. We shall not be obliged to offer you any additional compensation for disappointment suffered. In all circumstances we reserve the right to cancel the order.
Will all my goods arrive together?
We will not normally despatch part orders. However, where an item is on extended delivery and this would result in undue delay to the despatch of a larger order we may, at no extra cost to you, forward a part order.
Do you allow delivery to a different address?
Yes, you can enter a different delivery address to your own address. For example you may want your goods delivered to your work address or as a gift for someone else.
Will the delivery times change?
For some remote parts of Scotland, delivery may take longer than the published delivery schedules and may incur an additional delivery charge. We will contact you before delivery to advise you if this is the case. You will have the option of canceling the order if you wish.
For delivery to Northern Ireland, Isle of Man, Isle of Wight, Scottish Islands and Channel Islands delivery must be to a nominated mainland GB address. Onward shipping from that point is the responsibility of the buyer unless prior arrangement is made and confirmed in writing by the seller.
What if I change my mind about the order?
You have a legal right to cancel your order within 7 working days after the day you received your goods. You must notify us in writing within this period, either by e-mail using the form on the 'contact us' page or by post. Please note that for personal hygiene reasons this may not apply to all goods.
You will be personally responsible for return delivery including any delivery cost. Any returned product(s) must be complete, unused, in an undamaged state and returned with their original outer packaging. You have a duty to take reasonable care of all goods you receive. We reserve the right to recover the cost of repair, replacement or repackaging of any products not returned in their original condition. This may include the cost of parts, materials, packaging, labour and any subsequent loss to ourselves.
By exception, we may collect some goods at your expense if requested to do so. Buyers who decide to return goods which require skilled technicians to visit the delivery address may not receive 100% of the total value of the purchase redeemed due to the cost of the home visit. The cost of collection will be deducted from the refund.
If you cancel and you have already paid for the goods, you will be refunded the cost of the goods, minus any collection cost.
What if the delivery is not what I ordered?
You should inspect the goods immediately upon receipt and notify us if they do not comply with the order details by email using the form on the 'contact us' page or by post. If you do not notify us in writing within 7 working days you will be deemed to have accepted the goods.
If you notify a problem to us, at your discretion, you may:
· accept the goods delivered
· require us to make good any shortage or non-delivery or
· cancel the order
If you decide to cancel the order we will arrange for a carrier to collect the items from you and return them to us. You will be refunded the cost of the goods. If we make good any shortage or non-delivery we will similarly collect any items not in keeping wih the order from you at no cost.
You have a duty to take reasonable care of the goods you receive. We reserve the right to recover the cost of repair, replacement or repackaging of any products not returned in their original condition. This may include the cost of parts, materials, packaging, labour and any subsequent loss to ourselves.
What if the goods are damaged or defective?
You should inspect the goods immediately upon receipt and notify us if they are damaged or defective by email using the form on the contact us page or by post. If you do not notify us in writing within 7 working days you will be deemed to have accepted the goods.
If you notify a problem to us, at your discretion, you may:
· require us to replace or repair any damaged or defective goods or
· cancel the order
If you decide to cancel the order we will then arrange for a carrier to collect the items from you and return them to us. You will be refunded the cost of the goods. If we replace any goods we will similarly collect the damaged or defective goods from you at no cost.
Where returned Goods are found to be damaged due to the buyer’s fault the buyer will be liable for the cost of remedying such damage or defects.
If I contact you when will you get back to me?
All customers can expect a response to email and postal enquiries within a maximum of 48 hours.
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