Shipping Policy and Charges
This shipping policy explains how we process, dispatch and deliver orders, and how returns/refunds are handled where applicable. 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 automatically at checkout and are based on your delivery postcode/zone, total order weight/size, parcel vs pallet requirements, and (where applicable) account type and pricing tier. The table below is a guide only and actual charges may vary.
| Delivery Region | Courier Base Rate | Per Kilo Over 20kg | Pallet Rate | Free Shipping Eligible |
|---|---|---|---|---|
| UK Mainland (excluding Scottish Highlands) | £7.95 | £0.40 | £75.00 | Yes – orders over £250 (excluding VAT) |
| Isle of Wight | £24.95 | £0.50 | £150.00 | No |
| Scottish Highlands | £19.95 | £0.50 | £150.00 | No |
| Northern Ireland (BT1–BT48) | £24.95 | £0.50 | £200.00 | No |
| Northern Ireland (BT49+) | £120.00 | £0.50 | £200.00 | No |
| Channel Islands | £75.00 | £5.00 | £150.00 | No |
| Offshore Islands | £24.95 | £0.50 | £150.00 | No |
4. Delivery Tracking
A dispatch estimate is provided in your order confirmation email. Customers can refer back to this by searching their inbox for the subject line “Your Order #[Order Number]”, which confirms the lead time advised at the point of order.
Once your order has been dispatched, you will receive a confirmation email with tracking details so you can monitor delivery progress.
5. Customer Responsibilities
- It is the customer’s responsibility to ensure the delivery address provided is accurate and complete.
- Please ensure someone is available to receive the delivery and that access instructions/contact details are correct.
6. Failed Delivery, Re-Attempts & Returns to Sender
Couriers will attempt delivery up to two times only. If delivery cannot be completed after two attempts, the order will be returned to us automatically.
6.1 Failed Delivery Is Not a Cancellation (UK Law)
Under UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a failed or incomplete delivery caused by customer-related issues does not constitute a valid cancellation.
Delivery may be deemed failed where an order is returned to us due to:
- Missed delivery attempts
- Incorrect or incomplete address details
- Refused delivery
- Insufficient access, parking restrictions, or site limitations
In these circumstances, the order will be automatically cancelled on return and treated as a failed delivery, not as a consumer cancellation under UK consumer law.
6.2 Refunds Following Failed Delivery
Where goods are returned to us after a failed delivery, any refund due will be calculated after deducting:
- The original outbound delivery charge
- The return delivery charge
- A restocking and administration fee of 25% (minimum £10)
If the remaining order value does not cover these deductions, no refund will be issued. This policy applies to both parcel and pallet deliveries. Failed pallet deliveries in particular can incur significant return and handling costs.
7. Large & Specialist Equipment Deliveries
Some large items, machinery, refrigeration units, and flat-pack equipment are delivered directly from our specialist delivery partners.
- The delivery partner’s team will contact you directly to arrange and confirm a delivery date.
- If a mobile number is provided, you may receive SMS notifications on the day of delivery, including delivery updates.
7.1 Delivery Access & Limitations
- Delivery is made to the ground-floor entrance only.
- Delivery does not include stairs, lifts, or internal manoeuvring.
- Customers are responsible for ensuring suitable access for delivery vehicles and personnel.
- We cannot accept responsibility if items will not fit through doorways, corridors, or access points.
7.2 Failed or Aborted Deliveries
- If delivery cannot be completed due to access restrictions, size limitations, or site conditions, it will be treated as a failed delivery.
- Any carriage, return, or handling charges resulting from an aborted delivery will be chargeable to the customer.
Delivery excludes unpacking, positioning, and removal of packaging.
8. Breakable Items
We do what we can to protect glassware, crockery and other breakable items during shipping, but breakages can occasionally occur in transit.
- Breakages must be reported with photos within 12 hours of delivery.
- Our policy is to provide partial refunds for broken items where reported correctly, and you may be asked to dispose of broken items safely.
- If you request a full refund, you may be required to return the items (including breakages) at your own expense, and any further damage on return will be reported.
9. Returns & Refunds – Consumer Orders (DSR / CCR)
If you are purchasing as a consumer, eligible orders may be covered by the Consumer Contracts Regulations (DSR/CCR).
- You have the right to cancel eligible consumer orders within 14 days of delivery.
- You must take reasonable care of the goods while they are in your possession.
- You may be responsible for return carriage costs where this has been clearly stated prior to purchase.
- Refunds will be processed in accordance with statutory requirements and no restocking, administration, or payment processing fees will be applied to valid DSR cancellations.
Where goods have been handled beyond what is necessary to inspect them, we reserve the right to apply a reduction in refund for diminished value, as permitted by law.
10. Returns & Refunds – Business to Business (B2B) / Non-DSR
Business-to-business purchases are not covered by the Consumer Contracts Regulations. Returns, cancellations and refunds for business customers are handled in line with our Terms & Conditions.
- All approved returns are subject to a 25% restocking fee (minimum £10), plus outbound and return carriage costs where applicable.
- A 3% payment processing fee will also be deducted from refunds that are not covered by DSR.
10.1 Condition of Returned Goods (B2B / Non-DSR)
- Items must be returned unused, complete, and in a fully resellable condition.
- It is the customer’s responsibility to ensure returned items are packaged appropriately and arrive back to us in a saleable condition.
- If items are received damaged, incomplete, or not suitable for resale, no refund will be issued and the item may be disposed of without notice.
11. Additional Information
- Delivery times are estimates and may be affected by weather, courier delays, or remote locations.
- We currently ship within the United Kingdom only.
- If you have special delivery requirements, please contact us before placing your order.
If you have questions about shipping or need assistance with a delivery, please contact our customer service team.