Shipping Policy and Charges
This Shipping Policy explains how we process, dispatch and deliver orders. It also outlines what happens where delivery cannot be completed. Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.
1. Order Processing
- Orders placed before 2:00pm on a working day are normally dispatched the same working day.
- Orders placed after 2:00pm are normally dispatched on the next working day.
- Working days are Monday to Friday, excluding UK public holidays.
2. Shipping Methods
- Standard Orders (up to 140kg): Shipped via APC Overnight Courier Service with next-day delivery in most areas.
- Heavy Orders (over 140kg): Shipped via a pallet courier service. Delivery is typically within 3–5 working days.
3. Delivery Charges (Guide Only)
Delivery charges are calculated at checkout based on delivery postcode, order value, total weight, product type, parcel size, and any special handling requirements.
The final delivery charge shown at checkout is the charge that will apply to your order.
We may fulfil orders using courier services, pallet networks, our own delivery vehicles, supplier-direct delivery, or other appropriate methods depending on the order requirements.
| Order / Delivery Type | Guide Charge | Important Notes |
|---|---|---|
| Standard UK mainland courier orders under 1kg | £5.95 | Applies to qualifying mainland courier deliveries only. |
| Standard UK mainland courier orders 1kg–5kg | £6.95 | Applies to qualifying mainland courier deliveries only. |
| Standard UK mainland courier orders 5kg–20kg | £8.95 | Applies to qualifying mainland courier deliveries only. |
| Orders over 20kg | Calculated at checkout | Based on weight, size and delivery postcode. |
| Free shipping eligible orders | Free where applicable | Available on qualifying orders over £350, subject to exclusions. |
| Breakable items | From £8.95 | Free shipping does not apply. Collection may be offered where available. |
| Remote / offshore areas | Calculated at checkout | Additional charges may apply. |
| Supplier-direct items | Calculated at checkout | May have separate delivery terms. |
3.1 Free Shipping
- Available on qualifying orders over £350.
- Does not apply to breakable items or special carriage.
- Eligibility is confirmed at checkout.
3.2 Breakable Items
- Breakable items are subject to special handling and delivery charges.
- Free shipping does not apply.
- Minimum delivery charge applies.
- A collection option may be offered where available.
4. Dispatch & Tracking
A dispatch estimate is provided in your order confirmation email (subject: “Your Order #[Order Number]”).
Once dispatched, you will receive tracking details where available.
5. Customer Responsibilities
- Customers must ensure delivery details are accurate and complete.
- Customers must ensure access is suitable for delivery.
- Someone must be available to receive the delivery where required.
6. Failed Delivery, Re-Attempts & Returns
Couriers will normally attempt delivery up to two times. If delivery cannot be completed, the order may be returned to us.
6.1 Failed Delivery Is Not a Cancellation
A failed delivery caused by customer-related issues does not constitute a cancellation under UK consumer law.
Examples include:
- Missed deliveries
- Incorrect address details
- Refused delivery
- Access restrictions
6.2 Charges Following Failed Delivery
Where goods are returned to us due to failed delivery, any refund (if applicable) will be processed in accordance with our Terms & Conditions.
Charges may include outbound delivery, return carriage, and handling costs where applicable.
7. Large & Specialist Deliveries
Some items are delivered via specialist partners.
- Delivery is to ground-floor entrance only.
- No positioning, unpacking or installation is included.
- Customers must ensure suitable access.
Failed deliveries due to access issues may result in additional charges.
8. Breakages
Breakages must be reported within 12 hours of delivery with supporting evidence.
- We may offer partial refunds for damaged items.
- Full refunds may require return of goods.