UK Shipping & Returns Guide
For full shipping and returns terms and conditions please see our Terms & Conditions page
What are my Delivery Options?
We use First Class Royal Mail or FedEx for our delivery service. We offer First Class Royal Mail for all small orders under £10 in value and FedEx tracked and insured next working day delivery for all orders £10 and over. FedEx can be selected as an option even on small orders. Please contact Customer Service Team on [email protected] if you wish to upgrade to a Saturday delivery.
Next working day delivery does not mean next working day from your order being placed, but rather next working day from when your order has been accepted, processed and shipped out from us.
What if I am not going to be in?
Your delivery can be sent to an alternative address if you are an established client or can be held at your local FedEx depot for collection. For Royal Mail deliveries you do not need to be at home as generally they will fit through your letter-box.
How can I track my order?
Log into your account. Click on View Order. Click on Track Your Order. 'Copy and Paste' the FedEx Tracking Number into https://www.fedexuk.net/accounts/track.aspx
If an order being sent via FedEx does not arrive after one working day from when the tracking number is provided to the customer, 3 working days will have to pass for FedEx to ascertain where the order is and deliver as soon as they can. Re-delivery of a missing order will not be arranged until 3 working days have passed from the original delivery date.
What will delivery cost me?
We like to provide delivery at no cost – to qualify for this, order £60 worth of goods and make sure you live in mainland UK – it’s free then (probably not worth moving just to qualify though!).
If ordering a smaller value of goods then it will be either £3.55 or £6.95 for Mainland UK orders (full details on our Terms & Conditions page).
What if I change my mind about my order once received?
Please let us know and we can arrange a returns number for you and provide you with shipping details. If the goods are new and we can re-sell them as new and you have sent them back within 14 days then we are able to offer you a 100% refund on the products (does not include your return postage fees). Used goods cannot be returned as unwanted. New goods returned after 14 days will have a handling fee charged.
What should I do if I receive an incorrect item?
We have high standards when it comes to packing your order, however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. Normal practice would be that once the incorrect goods had been returned to us (we would pay agreed postage costs and give a returns number), we would send out the correct goods.
We review each case individually when considering the return of a product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
Please get in touch with our Customer Service Team and let us know. Either via email [email protected] or by phone 01726 66400 (please leave a message if you get an answer machine – we will get back to you). Our Customer Service Team are available Monday to Friday 9.00am to 4.45pm.
What should I do if items are missing from my order?
We have high standards when it comes to packing your order, however mistakes do occur from time to time. Please accept our apologies if you find that items are missing from your order, we recommend that before you call to report missing items you carefully inspect all packaging. Missing or incorrect goods must be reported within 28 days, failure to do this within the timescale will mean that we will be unable to compensate you for missing goods.
What should I do if a shipment is damaged?
Damage to goods or loss of goods due to damaged packaging during shipment must be reported within 24 hours to enable us to register an insurance claim with the courier. Failure to do this within the timescale will mean that we will be unable to compensate you for damage or loss.
INTERNATIONAL ORDER FAQ's
Do you ship direct to international retail customers?
No - We only ship retail orders to clients with a delivery address in the UK - we do however have a good network of distributors around the world. Please check our international map to find your closest distributor. Most of these international distributors are happy to ship internationally even if they are not in your exact country of location.
I’m an international retail customer, can I set up an account?
You can set up an account, however you will not be able to process an order through your account if your delivery address is outside of the UK.
Are you able to ship an international order to a UK postal address?
Yes we are able to ship international orders to a UK Postal Address - Please note that this is always only done when payment is made by a card registered to a UK billing address and the delivery address is also in the UK. Any warranty issues for such orders would need to be dealt with on a Return to Base basis with the purchaser returning the goods to our UK base at their own expense. If an item is repaired or replaced under warranty it would then only be delivered back to a UK address. Please check with any forwarding agent that they can accept pacrels of 2m in length (if ordering a pole) as many will reject these 'over-size' parcels and you then are charged for return costs of goods by the forwarding agent.
Why are your Distributors prices more expensive than yours?
We are a UK company with all products being designed, produced or assembled here in the UK. The cost of international shipping and importation charges that our distributors have to meet will usually mean that costs for our products are about 25-35% more expensive outside of the UK. This can increase though due to varying import levies made by some countries.
Your Distributor local to me doesn’t hold the items I need, what should I do?
Create a list of exactly which products it is that you want to purchase and communicate these to your local distributor. Most distributors place orders with us on a regular basis and they should be able to order your products in for you with their next wholesale order from us.