From receipt, you have 14 days to let us know by email email@example.com that you intend to return your item to us in a new and unused condition. You are responsible for returning the item to us at your expense. Please ensure to take reasonable care of the goods so that they arrive with us in the same condition as they were delivered. Please let us know that you are returning your item by emailing our returns department at firstname.lastname@example.org
I have received the wrong item in my order.
If you have received the wrong item in your order, please call 01453 833388 and our Customer Services team will endeavour to resolve the situation as soon as possible.
Faulty & Damaged Goods
What if my order is damaged?
In the unlikely event of receiving damaged product, please call 01453 833388 or email email@example.com and we will advise accordingly. Please note we will ask for a photograph of the damage to determine whether it is a manufacturing fault.
What if my order is damaged in transit?
We advise customers to check carefully for any transit damage before signing for the parcel. If you are unsure, or there is transit damage to your product, sign for the item and clearly write “damaged product”. In this instance please contact us directly on 01453 833388 and we will quickly ensure that you get a replacement product at no additional cost to yourself.
Prices and Delivery
UK & International Delivery Available
Delivery cost is applicable on all products and will be calculated by weight/volume and delivery destination at the checkout prior to final order placement.
If your order is in stock, we will aim to despatch it within 2-3 working days from receipt of the order and will take up to 5 working days for delivery.
- Please note, any length of rail will be despatched separately.
We aim to keep most products in stock however certain items are made to order and therefore carry a lead time, in these instances the lead time will be clearly specified on the product page. For more information on stock availability and when we expect an item to be back in stock, please call us on 01453 833388 or email firstname.lastname@example.org.
Please make sure a mobile telephone number is entered on registration, this will aid in communication of your delivery if sent via courier. Certain carriers will send you a text message with an estimated delivery time (free of charge).
You can expect deliveries to arrive any time between 7am – 7pm. Unfortunately, the delivery drivers are unable to call customers ahead of delivery, due to the Road Vehicles (Construction & Use) (Amendment No. 4) Regulations 2003, our carriers no longer issue their drivers with mobile telephones.
In the very rare event that a product is out of stock, or delayed by courier error, allow up to 14 days for delivery.
Please note Bank Holidays may cause a slight delay in the delivery of your parcel.
Made a Mistake?
If you have made a mistake on your order or wish to amend or cancel, please call our Customer Service team on 01453 833388 during business hours as soon as possible. We cannot accept emails as a method of contact for these types of enquiries due to the very quick dispatch times we operate on. Due to our delivery carrier’s terms and conditions, we cannot change orders or addresses once they have left our premises.
If you miss your delivery, real-time tracking will confirm this and will give contact details/instructions for how to reschedule or arrange collection of the order from your local depot.
If you have chosen Standard Delivery, you cannot arrange a re-delivery on a Saturday.
We advise customers to check parcels carefully for any transit damage. If you are unsure, or if there is transit damage to your product, sign for the item and clearly write “Damaged Product”. In this instance, please contact us directly on 01453 833388 where we will quickly ensure that you get a perfect product with no additional cost to yourself. We apologise for any inconvenience caused and will endeavour to get any issues resolved as soon as possible.
Please refer to our Frequently Asked Questions page if you have any questions which are not answered here.
Please also refer to our Terms and Conditions before purchasing.
If you have any further questions, please contact us:
Tel: 01453 833388