In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website, by telephone or email.
This policy is a legally binding document, and this policy shall form part of the contract of sale between you and us made under our terms and conditions of sale.
We offer free next day delivery to all mainland UK addresses on all orders over GBP 99 (excluding VAT).
All other orders will be subject to delivery charges.
We will usually be able to deliver to the following countries and territories: United Kingdom, Austria, Belgium, Canada, Channel Islands, Croatia, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Isle of Man, Isle of Wight, Italy, Latvia, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland and the USA.
We may from time to time agree to delivery products to other countries and territories.
Delivery methods and periods
The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
- UK - Next Working Day - 1 working day.
- UK - Royal Mail 1st Class – 1 to 2 working days.
- UK - Royal Mail 2nd Class – 2 to 5 working days.
- Northern Ireland – 1 to 2 working days.
- Delivery times outside the UK mainland vary by country but are normally delivered within 2 to 7 working days.
If you place your order by 12pm GMT/BST on a working day, these time periods run from the close of business on that day; if you place your order after 12pm GMT/BST on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.
The delivery periods set out in this section are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed because of fraud screening checks, we will notify you.
Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.
Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the size and weight of the products in your order.
Delivery tracking is available in respect of most orders for our products.
Receipt and signature
All deliveries must be received in person at the delivery address, and a signature must be provided.
Our delivery service provider will notify you in advance of attempting to make a delivery requiring signature.
If an initial delivery attempt is unsuccessful, our delivery service provider will make at least 1 more attempt to deliver the products in your order.
If your products remain undelivered despite our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.
If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.
If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).
An indicative list of the situations where a failure to deliver will be your fault is set out below:
- you provided the wrong address for delivery;
- there is a mistake in the address for delivery that was provided;
- the address for delivery is not reasonably accessible;
- the address for delivery cannot safely be accessed;
- if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
- if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.
Customs and Import charges
Customs and import charges are paid for once the order reaches its destination country. The recipient is responsible for paying these charges and may be unavoidable.
As we have no control over these charges we are not responsible for paying them and unfortunately would not be able to tell you how much the cost may be. If you need to find out these costs you should contact your local customs office who should be able help you.
We can deliver to BFPO addresses but we cannot guarantee that we can dispatch your order VAT free.
Within the EU: Please order as normal using either the online store or telephone. If your BFPO address is eligible for VAT exempt sales you must first send us a copy of the VAT exemption form signed by your CO. Please contact us with this information. We will then dispatch the goods once we have received the form.
Outside the EU: If your BFPO address is outside the EU you will not be charged VAT. However, if it is not obvious that the destination is outside the EU then we will need a copy of a VAT exemption form signed by your CO. We will not ship orders until we have received this form.
The following BFPO addresses are subject to VAT:
- BFPO 6
- BFPO 8
- BFPO 15
- BFPO 49
- BFPO 105 to 150
- BFPO 801 to 825
- All BFPO ships
All remaining BFPO addresses are tax exempt under article 77/388/EEC. To meet the regulations imposed on us by the Inland Revenue you will need to post, email or fax a copy of the exemption form to us. Customs & Excise in Rheindahlen have advised that this form can be obtained from most Messes or can found in SOBAG 5205 Annex C. As soon as we receive this form we will credit the Tax back to the account initially charged.