Shipping policy

Last updated: 30 July 2026

This policy explains where we deliver, how orders are processed and what to do if there is a problem with a delivery.

Nothing in this policy limits or affects your statutory consumer rights.

1. Delivery area

We currently deliver to addresses within the United Kingdom, excluding the Channel Islands.

Some products or delivery services may be subject to additional geographical restrictions. Where applicable, these will be shown on the product page or during checkout.

We reserve the right to cancel and refund an order if we are unable to deliver it to the address provided.

2. Delivery charges

Standard UK delivery is free.

Optional expedited, premium or specialist delivery services may incur an additional charge. Any applicable charge will be clearly displayed before you complete your order.

Some large or heavy products may require specialist or pallet delivery. Any additional delivery charge will be displayed before the order is completed or agreed with you before dispatch.

3. Order processing

Orders are processed Monday to Friday, excluding bank holidays.

Orders placed on a working day are generally dispatched the same day. However, depending on the time the order is received, stock availability and carrier collections, please allow up to two working days for dispatch.

Orders placed during weekends or bank holidays will be processed from the next working day.

Same-day dispatch is not guaranteed unless expressly stated.

4. Delivery times

Delivery times begin once the order has been dispatched.

Any delivery timeframe shown at checkout, on the product page or in your dispatch confirmation is an estimate unless a guaranteed delivery service is expressly stated.

Delivery may occasionally take longer due to circumstances including:

• carrier delays;
• severe weather;
• bank holidays;
• industrial action;
• unusually high order volumes;
• remote delivery locations; or
• circumstances outside our reasonable control.

Unless a different delivery period has been agreed, we will deliver your order without undue delay and no later than 30 days after the contract is formed.

5. Tracking

Where tracking is available, tracking information will normally be provided after your order has been dispatched.

Tracking information may take some time to become active after the parcel has been collected by the delivery company.

Please use the carrier’s tracking service for the latest delivery updates.

6. Delivery address

You are responsible for providing a complete and accurate delivery address.

Please check your delivery details carefully before completing your order.

Contact us through our online Contact Us form as soon as possible if you notice an error. We will try to amend the address, but we cannot guarantee that changes can be made once the order has entered the dispatch process.

We are not responsible for delays caused by an incomplete or incorrect address provided by the customer.

7. Receipt of delivery

Goods remain our responsibility until they are delivered into your physical possession or into the possession of a person you have identified to receive them.

Different rules may apply where you independently arrange a delivery company that we did not offer.

Please inspect the parcel and goods as soon as reasonably possible after delivery.

Contact us promptly if:

• the parcel appears damaged;
• an item is missing;
• the wrong item has been supplied;
• a product is damaged; or
• tracking shows delivery but the parcel cannot be located.

Please retain the packaging and provide photographs where useful.

8. Missed deliveries and collection points

If nobody is available to receive the parcel, the delivery company may:

• attempt delivery again;
• leave instructions for rearranging delivery;
• deliver the parcel to a nominated collection point; or
• return the parcel to us.

Please follow the carrier’s tracking information and collection instructions.

Parcels left at a collection point may be returned to us if they are not collected within the carrier’s stated period.

If an order is returned because it was not collected, or because an incorrect or incomplete address was supplied, we will contact you to discuss redelivery or cancellation.

Any additional redelivery charge will be explained and agreed before the parcel is sent again.

9. Large and palletised items

Some larger items may be delivered on a pallet to the kerbside or outside your property.

Pallet delivery does not normally include:

• carrying the item inside your property;
• moving it to another floor;
• installation;
• unpacking; or
• removal of the pallet or packaging.

You are responsible for ensuring that suitable access is available for the delivery vehicle.

Please consider:

• road width and vehicle access;
• parking restrictions;
• low bridges or weight restrictions;
• narrow entrances;
• steps or uneven ground; and
• whether somebody will be available to receive the delivery.

Contact us before placing your order if you are unsure whether an item requires pallet delivery or whether access to your property is suitable.

10. Delivery delays

We will make reasonable efforts to deliver your order within the estimated timeframe.

If delivery is delayed, please allow a reasonable opportunity for the delivery company to complete it.

Where delivery has not taken place within the agreed period, you may contact us through our online Contact Us form and ask us to investigate.

Where delivery by an agreed date was essential, or where the goods are not delivered within an additional reasonable period, you may be entitled to cancel the order and receive a refund.

11. Missing parcels

If your parcel has not arrived within the expected delivery period, please:

• check the tracking information;
• check whether a delivery attempt was made;
• check any nominated safe place;
• check with other members of your household;
• check with neighbours where appropriate; and
• contact the delivery company if instructed by the tracking information.

If the parcel still cannot be located, contact us through our online Contact Us form.

Please include:

• your order number;
• the delivery address;
• the tracking number, where available; and
• any information provided by the delivery company.

We will investigate the delivery with the carrier and advise you of the next steps.

12. Damaged deliveries

If a parcel or item arrives damaged, contact us through our online Contact Us form as soon as reasonably possible.

Please include:

• your order number;
• a description of the damage;
• photographs of the outer packaging;
• photographs of the delivery label;
• photographs of the damaged item; and
• details of any missing parts.

Please retain the item and all packaging until we have provided instructions.

Depending on the circumstances, we may arrange a replacement, repair, return or refund.

13. Incorrect items or shortages

If you receive an incorrect item or part of your order is missing, contact us through our online Contact Us form.

Please include:

• your order number;
• details of the item received;
• details of the missing or expected item; and
• photographs where useful.

Please do not return an incorrect item until we have provided instructions.

14. Changes or cancellations before dispatch

Contact us through our online Contact Us form as soon as possible if you wish to change or cancel an order.

We will try to accommodate your request, but we cannot guarantee that an order can be changed or stopped once it has entered the dispatch process.

If the order has already been dispatched, it may need to be returned under our Refund and Returns Policy.

15. Contacting us

Questions or problems concerning delivery should be submitted through our online Contact Us form.

Please include your order number and any relevant tracking information so that we can investigate efficiently.