Frequently Asked Questions
Question 1- Can I get an ETA on my delivery?
Question 2- How do I track my order?
Question 3- How do I return an item?
Question 4- What do I do if my order my order has not come on the specified delivery date?
Question 5- I live in a flat, can the driver take the items up to my floor?
Question 6- Can I specify a delivery date?
Question 7- Do I get a guarantee on my item?
Our couriers operate an all day (8-6pm) delivery service and unfortunately, an ETA is not provided. However, if you provide a valid mobile number with your order text alerts and updates will be sent to you! These updates include information on delivery date and how to track your order.
If you cannot be in for the whole day and need to go out please let us know so we can either re-arrange a more convenient delivery date for you. If you would like the item to be left in a safe place/with a neighbour we can arrange this. Please send us a message after the order or simply leave a note for the courier on your door with instructions.
You should have received a tracking number and the name of the courier with your confirmation dispatch email. From here if you then visit our courier's website you will be able to track your item using the number provided.
To find your tracking number on our website visit the "Order Information" section at the bottom of the page. If you fill in your details there and then proceed you will see a "Track" button at the bottom of this page. This will give you all of the tracking information for your order. If you still are having trouble finding your tracking information or tracking an order then please do not hesitate to contact us!
If you would like to return an item then please visit the "Contact Us" section at the bottom of the website and either send us an email or give us a call on 01747 863333. When emailing please provide your name, order number and the reason for return. We will then be able to assist you and make arrangements for returning the item.
Please note as per our returns policy unless an item is faulty/damaged then there will be a return cost deducted from your refund. This return cost depends on the volume/weight of the items so this will vary for different products, however, you will be informed of this exact cost before we arrange a collection for you.
Occasionally there can be hold ups with our couriers that can cause minor delays in delivery, however, if this is the case you should receive a call/email from us on the morning of delivery informing you of this delay. We will then do our best re-arrange a delivery date/time that suits you.
If we have not contacted you and you have been in all day waiting for the order the first thing we would recommend is to track your order. It may be possible the items have been delivered to a neighbour for example or that the items are still out for delivery and the driver is just behind schedule. This would be highlighted in the tracking information for you. If you are unable to find any information on the tracking or would like our team to look into the delivery for you please contact us and we will look into the delivery. We will do our best to get back to you with an update ASAP. If there has been an issue with the order we will resolve this immediately and arrange a re-delivery date.
Unfortunately, our couriers are only authorised to deliver items to the front of a property. This means that when delivering to a flat or apartment complex our drivers are only able to deliver the items to the front of the property and not to your specific floor/flat. We are very sorry about this and we advise if you do live in a flat/apartment and are unable to transport items from the front of the building to your door so please ensure someone is available to help you with this on the day of delivery. If this is going to be an issue please contact us and we will always try to do our best to help!
Yes! If you contact us before making an order specifying a delivery date we will be able to arrange this for you. Please note if you would like delivery on a Saturday this comes at a £25 charge which you can select under delivery options at the checkout. Moreover, we can specify a delivery date but unfortunately, we will not be able to specify a time for deliveries.
Unfortunately, we do not offer guarantees on our items, however, should there be any issues with our products after purchase if you message us we will resolve this straight away for you. We take a sensible approach to any claim about faults that have arisen after purchase. In this instance, we will review your particular concerns and take action accordingly. For more details on this please visit our Returns & Refunds section.
If these questions do not help to resolve your query please contact us for further assistance!