Customer Services | Delivery Information

If you’re not in when our delivery partner tries to deliver your order, and they were not instructed to leave them in a safe secure place, they will leave a calling card notifying you of the time the delivery was attempted. A Delivery will be attempted three times before the parcel is returned back to us.

Unfortunately our delivery partners do charge us to do this, so once your order has been returned back to us, we will issue a refund for your missed order but deduct the cost of the return back to us from the final refund amount.

As we do not export products outside of the United Kingdom, so you are not able to have orders delivered outside of the United Kingdom.

That is generally not a problem, however there is legislation in place for PSD2 Strong Customer Authentication that you need to be aware of. In 2022 a law was passed with the sole intention of making online payments safer and more secure. As a result, DO NOT CHANGE your payment address details, these must match the details your bank, card provider or PayPal have stored for your chosen payment method.

If you want to add a delivery address, this can be undertaken in one of two ways, depending on which method suits your requirements.

Method 1 - You either have an existing account or would like to create a new account

This method is best if you want to store your alternative delivery address for future orders. To do this, just follow the instructions below.

1. If you are not already logged in to your account or need to create a new account, you will need to either log in or create a new account. This can be done using the Account Dashboard.
2. Once you have either created your new account or have logged in to your existing account, in the Account Dashboard, click on the MODIFY YOUR ADDRESSES button and you can edit an existing address or add a new address depending on your preference. Make sure you DO NOT alter the address details that relate to your payment method though.
3. Add items to your order and at the checkout stage, because you are logged in, you will see a drop down box in the payment details panel. Make sure that you select the address in the payment details panel that relates to your payment method.
4. Untick the "My delivery and billing addresses are the same." box and the delivery address panel will appear below the payment details panel. Simply select the address created in step 2 from the drop down box and this will be the address your order will be delivered to.

Method 2 - You are either checking out as a guest or do not need to save the delivery address

This method creates a delivery address on a per order basis and does not save the address for future use even if you are an existing account customer or have created a new account.

1. Untick the "My delivery and billing addresses are the same." box and the delivery address panel will appear below the payment details panel. Fill in the address details you wish your order be delivered to and we will use this address to deliver your order. Your delivery address details will not be saved for future use and if you wish to use them again, you will need to re-enter them for any subsequent orders.

As soon as your order becomes available for despatch, we will email you with tracking details so you can track your order. We will despatch your items once the stock is available to us or the issue delaying your order has been resolved. If you can't find or didn't receive your tracking email, you can track your order in the Account Dashboard if you have an existing account and you were logged in before placing your order and click on the VIEW YOUR ORDER HISTORY button. Tracking details will be displayed there against your order. If you did create an account prior to ordering, forgot to log in or checked out as a guest, don't worry simply visit the Where's my order page and you can request an order update. Our system will then email you a link for you to check your order status anytime even if you do not have an account!

Our pallet delivery service has nationwide coverage using members of The Pallet Network. The Pallet Network provides award-winning service levels by using 125 independent partner hauliers and more than 143 depot locations across the United Kingdom. It is a fully tracked service, so we will provide you with tracking details once we have despatched your order.

Wherever possible we request that the delivery is completed using a vehicle with a tail lift capability to ensure that you have no issues with your order being unloaded at it's destination. All pallet deliveries are carried out using lorries, so if there are any access issues that could cause problems such as height, weight or width restrictions you should contact our customer services team on 01502 563846 and advise us as soon as you possibly can, preferably before we despatch your order.

Please note that it is extremely important that you are available to receive your delivery as unlike our other delivery partners (DHL and Royal Mail), they will not leave with a neighbour or in a safe place even if you request it. If you miss the initial delivery attempt for any reason, any subsequent attempts to redeliver will have additional charges for each attempt.