Delivery & Returns
When you place your order online with us you will receive an automatic e-mail notification of the receipt of your order.
We ship all stock orders on the weekday following receipt of order by courier. We send a confirmation email on despatch and you should normally receive your order within 2 to 3 week days, sometimes earlier. The courier also normally sends tracking information when received at their hub. A signature will be required on delivery.
Should we be unfortunately out of stock and unable to ship your order, you will normally be contacted within 3 days to enable you to choose whether you wish to wait for the next delivery to us, change to another product or to cancel your order and payment at no charge. This backorder status normally means we are awaiting stock to arrive.
Please note we do not stock all sizes of all items. Items such as awnings often come direct from the manufacturer to save time. If we are shipping direct fro the manufacturer we will let you know. If there is a significant delay we will also let you know once we have placed the order with the manufacturer and they confirm delivery. In extremely busy periods the manufacturers can take a few extra days to deliver.
THERE IS CURRENTLY A DELAY WITH SOME POPULAR ITEMS COUNTRYWIDE DUE TO UNPRECEDENTED LEVELS OF DEMAND OVER THE LAST FEW MONTHS PLUS THE KNOCK ON EFFECTS OF THE COVID SITUATION
IF YOUR ITEM IS URGENT PLEASE CONTACT US FIRST BEFORE PLACING AN ORDER
Carriage charges for single shipments to mainland UK except Highlands and Islands are:
£7.50 below 10kg
£12.50 for 10 kg and over but under 20kg
£19.99 for 20kg and over but under 30kg.
Most orders will fall into the two sub-30kg categories. Orders over 30kg will incur additional shipping charges.
For shipments to Highlands and Islands, or outside of the United Kingdom please contact us to discuss your order and confirm carriage charges according to the size and weight of your shipment. We reserve the right to charge carriage supplements if couriers levy a surcharge due to size, weight or destination on orders placed at standard carriage terms.
Please check your order on arrival - any shortages or damage must be reported within 7 days of delivery.
We are confident that you will enjoy your purchase, however, in the unlikely event that you have a concern on receiving your item(s), please get in touch with us first. In some cases we can resolve a problem without the goods needing to be returned, at other times we may need to refer to the manufacturer for the best course of action.
KEEP THE BOX - if you unfortunately have to return your item, it will need to be shipped back to us. We strongly advise that you keep the original packaging (particularly for awnings and larger items) flat-packed for a reasonable length of time. We reserve the right to apply a surcharge for goods returned to us which have been damaged in transit.
Cancellation/Refunds: We must be notified within 14 days of receipt and the goods must arrive back to us within 30 days of receipt. After 30 days from initial delivery, faulty items will be repaired or replaced at the supplier's discretion. All customer deliveries are tracked and delivery dates recorded. Returns are accepted provided that the items are unused, in a resaleable condition, with relevant labels attached. Whilst we accept that you may have inspected your purchase to ensure it meets your requirements, where it is evident that more handling (or use) has occurred than we would expect for the purposes of ascertaining suitability, characteristics and function, a proportionate deduction for the diminishment of value will be made.
To return an item please do so via a Post Office or other carrier, or direct to our store at Newcastle. Please note that goods are returned at your own expense and the goods are your responsibility until they reach us. We highly recommend that you keep a copy of any shipping receipt.
In the interests of quality control, all returned goods will be inspected by us or the manufacturer prior to any refund or repair being made. Refunds are normally processed within 14 days from when goods arrive back to the warehouse and the refunded amount will be allocated to the account from which the payment was originally made (please note that payment clearance periods are dictated by the card issuers and are outside our control).
This does not affect your statutory rights.