Open from Monday to Friday 9.00am - 5.30pm (excluding bank holidays).
Our delivery costs are as follows:-
- Small items under £100 Standard delivery: £9.95
- Most areas in the UK - Orders Larger items and items over £100: £19.95
- Other areas - Orders Larger items and items over £100: upto £35.00
If you have any questions regarding shipping please contact customer services via e-mail at firstname.lastname@example.org or by telephone on 0203 588 1380.
Tracking your order
We will send you a dispatch email the day before your product(s) will be dispatched. This email will contain an individual tracking code for your parcel and through logging onto the parcel force website you can see the status of the delivery. Parcelforce Website. If your email doesn’t contain a tracking code, please contact us on 0203 588 1380 and we can help you to locate your parcel.
Changing your order
We can change your order if the product(s) has not been dispatched or isn’t a product that has been specially made. Please call 0203 588 1380 or contact us at email@example.com, we will then change your order and advise any price variations. If there is a balance that needs to be made, we will need to take full payment before the order can be processed.
Cancelling your order
You may cancel your order at any time before the goods have been dispatched. If a dispatch e-mail has been sent then you will be responsible for returning the product(s) to us and payment of any postage costs, before we can issue you with a refund. You can cancel your order by telephone on 0203 588 1380 or via e-mail at firstname.lastname@example.org.
We can send you a pro-forma invoice on request for a quote, please contact us on 0203 588 1380 if you would like one sent and we can organise this. If you wish to go ahead with the order, please contact us on 0203 588 1380.Please note we are unable to hold stock until full payment has been made.
If you wish to return your purchase(s) once has been dispatched, please read the relevant section that relates to your type of return for our terms and conditions.
All cases must be logged on the after sales section of our website and if possible photographs should be attached. This will fast track your return onto our manufacturers and the case will be updated within 24 hours. If you cannot access our after sales section, please call 0203 588 1380.
We want you to be 100% happy with your product(s), so if you are not then you may return the product to us unused and in a resalable condition within 30 days for a full money back guarantee. Goods requiring assembly are non-returnable once constructed. Please log this on the after sales section of our website.
Please contact us before sending any return items, either by e-mail at email@example.com or by telephone on 0203 588 1380. This will allow us to issue you with a returns authorisation code and must be included on the package along with your name, order number and reason for return.
For your convenience we may be able to organise a third party courier to pick up the parcel please contact us to make arrangements.
Please note that you are responsible for ensuring that all product(s) are in their original packaging and wrapped securely. We will check the state of the product on receipt and this will dictate whether you receive a full refund
Exemptions to this guarantee are
- Some Custom-ordered/special order products
- Products that have been assembled or used
Any products that you have received with a defect or manufacturing fault on delivery must be reported within 30 days. Please log onto the after sales section of the website and complete a returns form. If possible, please attach photographs, so when forwarding to our manufacturers they will be able to analyise the fault. We will contact you to confirm the case has been accepted and arrange for a replacement to be sent. If you have not received confirmation that your return has logged, please contact us via email on firstname.lastname@example.org or via phone on 0203 588 1380.
All of our products are covered by a 1 year structural guarantee; therefore if any of our products develop faults during this time, please contact us and we can issue you with a replacement.
Exemptions to this guarantee are-
- Domestic products used in a contract environment
- Faults due to general wear and tear
- Faults due to miss use
- Electrical goods
- Product(s) damaged in transit
We recommend that if the box is damaged on receipt, do not sign for the product(s). They will then be returned to our warehouse, where one receipt we can analyse the damage and then contact you to organise a replacement.
If once you have opened the product(s) and it is clear to see they have been damaged through transit, you must report this within 3 days. You can do this by logging onto our after sales section on the website and completing a returns case. Pictures help us to analyse the damage and make a claim through our couriers, so please if possible upload pictures of the damage including the outer packaging. As soon as the case has been logged we can collect the damaged item at no fee if needed and issue you with a replacement.
Please note that if product(s) are being returned to us, you are responsible for ensuring that you use the original packaging and ensure the parcel is securely wrapped. We will check the state of the product on receipt and this will dictate whether you receive a full refund
If you are using your own courier service to deliver or return your product(s), we will not be held responsible for damaged goods and therefore you will be unable to claim for a refund or exchange.
Lost or stolen Products
If your parcel is lost or stolen, you must report this to us immediately when known. We will investigate the case and try to locate your parcel. If unsuccessful, we will issue you with a replacement. Please note that if it has been lost through delivery and you have used your own courier company, we will not be held responsible for the loss and you will be unable to make a claim.
We will not be held responsible for any parcels that are lost or stolen when being returned to us.
If you have received the wrong product(s) please contact us on 0203 588 1380. We will arrange a collection with you for the incorrect products.
Once we have agreed to issue you with a refund this will take approximately 10 working days to reach your account. The refund will be issued to your debit or credit card from which you used to make the payment for your order. We can not refund monies to a different account. If you made payment via cheque, we will send you a cheque to your billing address. Please contact us on 0203 588 1380 if you have not received your refund and falls outside of these timescales.
Please send returns to:
Manor Way Business Park
You can view our terms and conditions by clicking here
- The product I want to order states it is out of stock, when shall I expect this to be in stock?
If there is not a due in date on the website, please contact us on 0203 588 1380 or email us at email@example.com and we can advise you when the product is due back into stock.
- When will my delivery arrive, can I track my order?
It should arrive in the delivery times you have selected. Once you have received a dispatch email containing a parcel force tracking number, you can log onto Parcelforce to track your parcel. If your email doesn’t contain a tracking code, please contact us on 0203 588 1380 and we can help you to locate your parcel.
- Why have I only received half of my order?
If there is more than one package being sent, you may find one parcel may arrive before the other. Please check the delivery note and if states one of two, then your other parcel should arrive the same day. If however the delivery note states this is the only parcel being sent please contact us on 0203 588 1380 to query.
- Does someone need to sign for my parcel?
Yes, all parcels need to be signed for otherwise they will not be delivered.
What happens if I am not in when my products are delivered?
You will receive a postcard through your letterbox with a number to call to organise a re-delivery.
If delivery has been attempted twice the products will come back to us and we will have to re-send. Please note the package may take up to 10 days to come back to us, however as soon as it arrives we will contact you to organise a redelivery.
Can you deliver to a different address other than the billing address?
If you are placing an order online or over the phone, you can add a separate delivery address to the billing address.
I have ordered a special order item. Can you tell me when will my product(s) be delivered?
The delivery time is shown on the product page and will be delivered within this time from when the order was placed. We will contact you as soon as the product arrives to confirm when will be convenient for your delivery. If you would like to know a more precise date of arrival, please contact us on 0203 588 1380.
Do you ship outside of the UK?
We only delivery within the UK.
Do you give trade discounts?
We only give trade discounts on orders over 12 items, however we reserve the right to change this policy without prior notice. Please contact us on 0203 588 1380 or email us at firstname.lastname@example.org and we can confirm if you are eligible for a discount.
Can I order swatches?
Please call us on 0203 588 1380 with the product name and we can see if we have a swatch available to send you.
I am an existing customer, how do I log in if I have forgotten my password?
Please call us on 0203 588 1380 or email us at email@example.com and we can confirm your password.