Delivery & Returns
- UK mainland: free for orders £125 or over
- UK mainland: £7.95 for orders under £125
- Scottish Highlands and Islands £24.50
- Isle of Man: £39.50
- Isle of Wight: £34.50
Unfortunately, we can’t deliver to Northern Ireland or the Channel Islands at the moment.
Delivery lead times
If you place your order before 4pm, we usually despatch it the same working day. If you place your order after 4pm, or over a weekend or bank holiday, we despatch it the next working day.
If we can’t despatch your order within these timeframes, we’ll email or call you and give you the option to:
- Receive your order on a later date.
- Order an alternative product.
- Cancel your order.
We can leave your order in a safe place if you tell us where to leave it using the ‘delivery instructions’ box on the checkout page when you place your order.
If you don’t tell us a safe space, the courier will attempt to deliver to you three times. If they can’t deliver on the third attempt, your order will be returned to us and refunded. We’ll just deduct a £20 fee to cover the failed deliveries. And, if you paid a delivery fee to receive your products, that won’t be refunded.
Returns – if the product or packaging is damaged
We use good quality couriers. But, very occasionally, accidents can happen during transit.
If you can see the packaging is damaged when your delivery arrives, please take a photograph. You can then either make a note on the driver’s pad to help to prove the order was damaged by the courier and not by you. Or you can ask the driver to return it to the sender.
If, when you open the package, a product is damaged or missing, please email us at [email protected] within 48 hours including a photograph of any damage and your order number. We’ll then tell you the process for returning it.
Unfortunately, we can’t resolve problems relating to damaged or missing items if you tell us later than 48 hours after you’ve received your delivery.
Returns – if you’ve changed your mind
We really hope you’ll be happy with your choice. But we understand that sometimes, for various reasons, this isn’t the case.
You’re welcome to return some or all items from your delivery, as long as:
- They’re unused, in as-new condition and are in the original, undamaged packaging.
- Within 14 days of your delivery arriving, you email [email protected] to tell us your order number and which items you’d like to return.
- The item is not a Made to Measure item - these cannot be returned unless faulty.
To get a full refund (minus postage costs) you then need to make sure the products are sent back to us within 14 days of your email saying you’d like to return them.
Please Note: Made to measure items cannot be returned unless they are faulty.
How to return products
For most products, you can arrange to return them yourself or we can collect them. Whichever you choose, you’re responsible for the cost and risk of returning them to us.
The cost of us collecting your order usually depends on the weight of the parcel(s):
- Orders below 5kg are £20 to return.
- Orders over 5kg cost over £20 to return.
If you’ve ordered Integra products, these must be collected by our courier and the cost is the courier’s standard rate.
If you’ve ordered Speedy products, you must return these yourself. Please email us to get a return address as these products aren’t always sent from the same warehouse.
When we’ve received your returned items, we’ll check them. If a refund is due to you, we’ll process it as soon as possible. And definitely within 14 days of receiving your return.
If you paid our £7.95 delivery charge, this won’t be refunded to you. You’ll be refunded the price you paid for the product, minus the collection fee if we pick up your order.