Delivery Policy
Below are the main delivery methods we use, depending on the size or weight of the items in your order. Unless notified, all your items will arrive within the same delivery. The applicable manufacturing lead time specified within the product listing (usually 5 working days) will still apply regardless of whether next day shipping is selected during checkout. If you require a quick turnaround from order, please contact us before ordering to see if we are able to prioritise this for you. We reserve the right to change courier providers in order to provide you with the best and fastest possible service.
Our postage has been seperated into flat rate shipping zones in order to simplify the costs and transit times.
Royal Mail
Royal Mail is usually only applicable when buying handles and knobs. We sometimes send these parcels EVRi Next Day if the parcel size is just over their dimension or weight limit.
Royal Mail Standard - 2 to 3 days depending on destination. The same rate applies to all zones, as Royal Mail do not add any surcharges.
Royal Mail Tracked 24 - 1 to 2 days depending on destination. The same rate applies to all zones, as Royal Mail do not add any surcharges
Zones
Zone 1 - England, Wales and Scotland (excluding Highlands & Islands)
Small parcels - EVRi Next Day
Medium parcels - Parcelforce Express24 / DPD Next Day
Large parcels - DHL Domestic Express Next Day
Zone 2 - Highlands and Islands of Scotland
Small parcels - EVRi Standard
Medium parcels - Parcelforce Express24 / DPD
Large parcels - DHL Domestic Express
Zone 3 – Northern Ireland, Isle of Man and Isles of Scilly
Small parcels - EVRi Standard
Medium parcels - Parcelforce Express24 / DPD
Large parcels - DHL Domestic Express
Zone 4 - Jersey and Guernsey (You will need to pay customs and duties)
Small and Medium parcels - Parcelforce Express24 / DPD
Large parcels - DHL Domestic Express
International Delivery and Times
For EU deliveries all duty tax, VAT and any additional custom costs are paid by you in your country. We can’t control overseas customs with regards to costs and the time items are held up. We send items fully tracked and we do not use EVRi when sending international parcels.
Estimated times in transit
Republic of Ireland - 2 to 4 working days
EU (excluding Republic of Ireland) - 4 to 7 working days
Europe (non EU) - up to 10 working days
FAQ
Do not arrange tradesmen or fitters until your items have been delivered as we take no responsibility for loss of time or additional cost involved with this.
Returns
We can accept returns and offer a refund if you contact us within 30 days of receiving your item. We cannot offer refunds if the item is custom made. Please contact us before returning items!
If you return something, you are responsible for the cost of return shipping, and we recommend tracked postage. Please note the total refunded amount will exclude our original shipping costs, whether these were listed as free or charged shipping.
Please contact us before sending things back to see what your actual refund amount would be in those cases.
Missed Deliveries
DPD, DHL Express and Parcelforce are used for our medium to large sized products. You will be contacted by email for a weekday delivery on most occassions, but they do deliver over the weekend at their own discretion from time to time. The delivery will be an all day call, however you will be emailed a tracking number to monitor your delivery. If you are not in when the delivery is attempted, you will either be left with a missed delivery card or an email/text by the carrier. It is your responsibility to organise a re-delivery or a collection from the local hub within 24 hours of this card/message being left. If the item is returned un-delivered, there will be an additional delivery charge before it can be re-shipped, so please choose a day when someone can be home or for the item to be delivered to a work place.
Heavy and bulk Items
Most of our heavy and/or extra large products are delivered by a pallet haulage company. We will arrange an acceptable delivery date with you before booking in the pallet delivery. It is important that at least two people are present to accept the pallet as the truck driver will deliver to kerbside only. This means you will need to carry the delivered items into your home or workplace without the help of the truck driver. Should you miss the delivery, it will be taken back to the closest delivery hub and a £80 surcharge will be required before a redilvery can be made. This amount covers the redelivery cost charge from the haulage company and we cannot absorb this cost.
Billing & Shipping Address
When you checkout you will be asked for your address, this is the address that the card you are paying with is registered to. If you require the delivery to a different address, please use the option to enter a different shipping address. We strongly recommend you enter a contact phone number which we can pass onto the courier. They will only use this for tracking or delivery issues.
Damaged or Lost Items
Whilst every care is taken during the delivery process, sometimes accidents can occur and the delivery drivers are only human. If you can see that the box is damaged, please make a note on the drivers delivery sheet. Once unpackaged, if there is any damage, within 24 hours please email us with digital images. We will acknowledge receipt and will contact you to rectify the problem at our cost. All that we ask is that you cooperate by sending us the email. We pride ourselves on the customer service that we provide in resolving issues quickly and provide a replacement if applicable.