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We want you to be completely happy with how your purchase is delivered to you from us and we will do our utmost to ensure you receive a product that you are delighted with in good time. This policy protects both you and us and helps to ensure we are both happy with the delivery arrangements for our transaction.
1.1 This policy contains details of the delivery methods, periods and charges that apply to orders for our products made through our website or by telephone or by e-mail.
1.2 This policy does not create legally enforceable rights and obligations; it merely indicates our usual practice in relation to the delivery of products.
2. Collection or Delivery arrangements
2.1 We offer free collection from our place of business by appointment only at our discretion. Please contact us using the contact information on our website to arrange an appointment.
2.2 Unless you have arranged collection, we will arrange for the products you purchase to be delivered to the delivery address you specify during the checkout process.
2.3 All orders delivered to you will be subject to delivery charges as detailed in Section 5.
2.4 We do guarantee that unless there are exceptional circumstances all deliveries of products will be dispatched within 14 days following the later of receipt of payment and the date of the order confirmation. Normally we will do our best to dispatch product held from stock as soon as possible, which will typically be within one working day of order.
3. Geographical limitations
3.1 We will usually deliver to the following countries and territories: United Kingdom (including England, Wales, Scotland and Northern Ireland, and adjacent islands), Europe, North America, Australia and New Zealand.
3.2 We can agree to delivery products to other countries and territories, please contact us by telephone or e-mail before ordering to discuss.
4. Delivery methods and periods
4.1 We use Royal Mail Tracked services (and at our discretion, we may include requesting a signature if the order is of high value), Parcelforce or tracked services offered by other international couriers (eg. DPD, DHL, Yodel etc), to deliver our products within the UK, and either Royal Mail or international couriers (eg. DHL, UPS, FedEx etc) to deliver outside of the UK. In checkout, and before you complete your order, you will be able to select your choice from available delivery options. For UK Tracked 48 delivery, the typical delivery time is 2-3 working days from order; for UK Tracked 24 delivery, the typical delivery time is 1-2 working days from order, and for UK Special delivery, delivery is typically made by 1pm on the following day, for the UK mainland only. We offer Parcelforce or other couriers for delivery of parcels over 2kg within the UK; delivery times are typically indicated by the service and service provider. For European delivery, please allow additional time, typically 3-7 days from dispatch. For North America and other locations, please allow 5-10 days from dispatch. Please be aware of any external circumstances that might cause delays to the delivery network, and please contact us if you have any queries regarding your delivery.
4.2 As a general guide, if you place your order before 2pm on a working day, these time periods run from the close of business on that day; if you place your order after 2pm on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.
4.3 The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
5. Delivery charges
5.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.
5.2 Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the size and weight of the products in your order.
6. Delivery tracking
6.1 Delivery tracking is available as standard for both UK and International orders. We will send tracking information within the despatch confirmation email. Please contact us if you need any assistance in tracking your order.
7. Receipt and signature
7.1 The services we use typically offer tracking from drop off to delivery, and may include signed for delivery, and other more flexible options to fit in with lifestyle, including Local Collect, Safeplace and Delivery to Neighbour.
8. Additional deliveries
8.1 If an initial delivery attempt is unsuccessful, our delivery service provider will make up to two more attempts to deliver the products in your order.
9.1 If your products remain undelivered despite our delivery service provider making up to two more attempts to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.
10. Delivery problems
10.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website.
10.2 If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).
10.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) you provided the wrong address for delivery;
(b) there is a mistake in the address for delivery that was provided;
(c) the address for delivery is not reasonably accessible;
(d) the address for delivery cannot safely be accessed;
(e) there is no person available at the address for delivery to accept delivery and provide a signature.