To All Our Customers

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Orders can be placed on this website throughout our Christmas and New Year holidays. Our warehouse will be closed from 4:00pm on the 20th December and re-open on the 6th January. Orders placed after 4:00pm on the 19th December may not be despatched until after our return in the new year.

Our customer services team are available to answer any questions throughout the holiday.

Despatch and Delivery

The delivery charge for other orders is based on the total weight of your order and is shown in the basket when you add items and enter your postcode in the delivery estimator.

You can add, remove and change the quantity of anything in the shopping basket to see the delivery charge for different sized orders. You are not obligated to buy anything unless you choose to complete the checkout procedure and enter your payment details.

Despatch.
We only deliver to addresses in the UK (excluding Northern Ireland). Northern Ireland customers can arrange for their own carriers to collect from us if required. Please contact us for more details.

Different products may have different despatch times depending on whether they are In-stock, special order or made-to-order & bespoke items. Please check the product page for more despatch details of the products you are ordering.

If your order contains multiple items with different despatch times then your order will be despatched in its entirety when all of the items are available.

Please bear in mind that once despatched, your order can take a few working days (Mon-Fri) to be delivered.

(Working days are Mon-Fri, excluding bank/public holidays and our warehouse closure at Christmas)

Delivery Method.
Depending on the delivery address and size/weight of your order you may be presented with a choice of one or more of the following delivery methods in the shopping basket.

IMPORTANT: The delivery times mentioned below are in addition to the despatch time, which can vary from product to product. If a product has a longer than normal despatch time it will be shown on the product page.

The delivery times shown below are intended as a guide only and are not guaranteed.

Royal Mail, Tracked Economy - This is an economy service and orders can take a few days after despatch to be delivered. A signature may be required. If nobody is in and the item requires a signature or is too large to fit through your letterbox the postman may take it back to the delivery office and leave you a card with your redelivery or collection options.

Royal Mail, Tracked Standard - Most orders for the UK mainland are delivered the working day after despatch (Mon-Sat excluding bank holidays) but is not guaranteed. A signature may be required. If nobody is in and the item requires a signature or is too large to fit through your letterbox the postman may take it back to the delivery office and leave you a card with your redelivery or collection options.

Economy Carrier - Most orders for the UK mainland (excluding Remote Areas) are delivered within 4 working days after despatch (Mon-Fri excluding bank holidays) but is not guaranteed. A signature may be required.

Standard Carrier - Most orders for the UK mainland (excluding Remote Areas) are delivered the working day after despatch (Mon-Fri excluding bank holidays)  but is not guaranteed. A signature will be required. If no one is available to receive the delivery Parcel Force may drop it off at a local post office for you to collect at your convenience or they may attempt delivery again at a later date, they will leave you a card to let you know.

Orders will usually be delivered using the service you selected in the shopping basket. Although we reserve the right to change the delivery method you chose if we need to.

Our carriers will do everything they can to make sure your order arrives on time, but please allow for any adverse conditions which might affect deliveries to you, including (but not limited to) extreme weather or disruption to postal services, road network, airlines, etc.

Late Delivery.
Our Delivery service is not a guaranteed service, therefore we cannot accept any claims for late delivery.

Despatch Confirmation.
You will be sent an automated email when your order has been despatched so you know it's on its way.

Where your order is sent using Royal Mail you should check with your local Royal Mail delivery office if it has not been delivered within a few days of despatch. If the Royal Mail are unable to make delivery they will hold your order for approx 15 working days before returning it to us, for this reason we cannot consider your order lost and send out a replacement until 20 working days have passed since despatch.

Failed Delivery Attempt.
If no one is available to sign for the goods at the first delivery attempt you will be left a delivery card with details of how to arrange a redelivery. If you do not respond to the card your order will be returned to us. You will then be liable for the delivery cost and any return costs levied on us.

Should there be any dispute as to whether a delivery card has been left, the recipient will have to take this up with the carrier themselves. Unfortunately, we are unable to get involved in this sort of dispute as we are remote from the point of delivery.

If the carrier returns the goods to us as above and you want the order resending you will have to pay an additional charge to cover the redelivery and any return costs levied on us by the carrier. If you want us to treat the order as a return then we will refund you in accordance with our returns policy, less any return costs levied on us by the carrier. (Note: items that are not covered by our returns policy will not be refunded)

If the carrier is unable to deliver your order due to you providing us with an incomplete or inaccurate delivery address or the delivery is refused when delivery is attempted you will be liable for any additional costs incurred. If it is returned to us and you want us to treat it as a return then we will refund you in accordance with our returns policy, less any return costs levied on us by the carrier. (Note: items that are not covered by our returns policy will not be refunded)

Changes to Delivery Details.
You can change the delivery address at any time until we despatch your order, providing there are no additional costs involved in making delivery to the new address. Simply email the new delivery address to us.

If you make an arrangement with the carrier to leave your order without a signature (e.g. in the porch, in a shed, etc.) then you do so at your own risk. We will not accept any claim for non-delivery or damaged goods.

If you arrange with the carrier to deliver it to a different address or to collect it from them, you then become totally responsible for the delivery from that point forward, we will not accept any claim for non-delivery or damaged goods. You will also be responsible for any additional costs incurred as a result of your actions.

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