Delivery & Returns
If you are still unsure about our Delivery FAQ’s, please get in touch by:
- Emailing: [email protected]
- Telephoning: + 44 (0)1392 276998 between 10am and 6pm.
How much do you charge for delivery?
UK Deliveries are calculated by weight:
European and International Deliveries are calculated either by weight or by volumetric weight. We will contact you with finalized costs prior to shipping if volumetric weight applies. For a shipping estimate based on weight click above:
Do you stock all the items listed on your website?
Yes we do.
We carry a large amount of stock to ensure that you can get the items you want when you want them. In the unlikely event that your item is not in stock, you will be contacted by email or telephone to inform you when we expect to be able to fulfill your order. Goods are never out of stock for very long, but you will be given the option to cancel your order if you would rather not wait.
What delivery companies do you use?
Inside UK: All UK deliveries are made using DPD or APC. Pallet deliveries are made using various delivery partners depending on your location.
Outside UK: Deliveries outside of the UK are made using DPD, DHL, TNT, Fedex. Pallet deliveries are made using various delivery partners depending on your location.
How long will the delivery take?
We aim to dispatch all goods within 24 – 48 hours after processing with 90% of orders placed before 3pm GMT being sent the same working day but please allow a maximum of 5 working days for us to dispatch your order. If for any reason there will be a delay before dispatching your order we will inform you by email or telephone.
Is it possible for me to track my order?
Our courier will email you tracking information once your parcel has been despatched and is logged on their system. Please check your inbox.
Can you tell me what time my delivery will be made?
Standard deliveries will be made weekdays between 9am – 6pm. AM deliveries can be arranged for the following costs:
- Before 10.30am – £25.00 + standard kilo charge for orders over 20K
- Before 12am – £20.00 + standard kilo charge for orders over 20K
Please select the AM service you require when checking out.
Please note that although our delivery service is extremely reliable, we cannot refund for failed AM deliveries.
What if I am not available to sign for my goods?
If you are unavailable to sign at the time of delivery your parcel will be returned to your local courier depot. Goods returned to your depot will need to be collected within 5 working days or further delivery charges will apply.
Alternatively, you can request that your parcel is left in a safe location i.e. with a neighbor or in your garden. Goods left in a ‘safe location’ are left at your own risk. Please specify your safe location within the ‘Delivery Instructions’ box as you checkout.
Can the driver telephone me before the delivery is made?
Unfortunately, the driver does not make calls prior to delivery. However they may call if they are having difficulty locating your address.
Can my goods be sent directly to my local depot for my collection?
Arrangements can be made if you would rather collect from your local depot. Please order in the normal way, choosing the correct shipping for your destination but write ‘Direct to Depot’ in the ‘Delivery Instructions’ box as you checkout. Goods sent to your depot will need to be collected within 5 working days or further delivery charges will apply.
Can I order online and collect my goods directly from your shop?
Yes, you can. If you want to beat the shop queue and make the most of our web promotions you can collect your order from our store in Exeter. Simply order online and select ‘Collect from Exeter’ as your delivery method. We will have your order ready and waiting for your collection. Please bring your web order number with you and allow at least 3 hours after ordering before collection.
Can I specify a day for delivery?
If you would like your goods to be delivered on a particular day, other than the first day possible, please specify this in the ‘Delivery Instructions’ box as you check out.
Do you deliver on Saturdays?
Saturday deliveries can be arranged for the following cost:
£12 + standard kilo charge for orders over 10Kg
Please select ‘Saturday Delivery’ as you check out.
Please note that although our delivery service is extremely reliable, we cannot refund for failed Saturday deliveries.
Can my goods be delivered to an address other than the Billing or Invoice Address?
Credit and Debit Cards: Providing your order has been placed online and your card is registered with 3-D Secure (Verified by Visa or MasterCard Secure Code), we can deliver to any address you wish. If your card is not already enrolled with this service you will be prompted to register when entering your card details. If your card does not support these services your order can only be sent to the card holders’ address.
Cheque or Postal Order: We can deliver to any address you wish.
Cash into Bank or Bank Transfer: We can deliver to any address you wish.
Telephone Orders: If paying with a credit or debit card, your order can only be sent to the card holder’s address. Goods paid for by cheque, postal order or by cash into our bank can be sent to any address you wish.
Outside of UK
Credit and Debit Cards: If your card is registered with 3-D Secure (Verified by Visa or MasterCard Secure Code), we can deliver to any address you wish. If your card is not already enrolled with this service you will be prompted to register when entering your card details with us for the first time. If your card does not support these services your order can only be sent to the cardholders’ address.
What is 3-D Secure?
3-D Secure is an XML based protocol used as an added layer of security for online credit and debit card transactions. The 3-D Secure protocol was developed by Visa to improve the security of Internet payments and offered to customers as the Verified by Visa service. Services based on the protocol have also been adopted by MasterCard , under the name MasterCard Secure Code. If your card is not already enrolled with this service you will be prompted to register when entering your card details with us.
How will my goods be packaged?
All goods will be sent in plain packaging with no senders address. Where possible we use recyclable packaging obtained from renewable sources.
I am ordering from outside of the UK. Is it possible for you to mark my package with a lower value so I can pay less customs tax on arrival?
Sorry, but this is not possible under any circumstances!