Frequently Asked Questions
During the COVID-19 pandemic it is not possible to visit our premises for collection or to view products.
Please contact us and we will arrange your required delivery following the government guidelines.
Please find below a list of our most asked questions, hopefully these will help, however please do not hesitate to contact us for any further information that you may require:-
- When can I contact you?
Our offices are open Monday to Friday from 9am-5pm. We do not despatch goods on weekends or public holidays (orders placed after 1pm on Friday will be processed on Monday). However please do Email or phone at anytime, leave a message if no answer and we will get back to you as soon as we can. We are often working in the evenings and weekends so will do our best to get straight back to you. Email: email@example.com Tel: 0800 118 5141
- Where are you based?
Our administration, warehouse & sales office is based in Wheldrake, York.
- Do you ship worldwide?
No, we only ship to the UK (But not the Channel Islands sorry). Possibly in the future we will be looking at worldwide shipping. Keep an eye on our site.
- How much does shipping cost?
Shipping to the UK is free, apart from a surcharge for Northern Ireland, Highlands and Islands, please see our Delivery page.
- How quickly will my order be delivered?
All orders received before 1pm are shipped the same day for overnight delivery the next day, Friday orders will arrive on Monday apart from small parcels that can be organised for a Saturday delivery.
- My item has arrived damaged?
If your item has arrived damaged, please contact us as soon as possible by phone or email, please send images, this really helps. Also please sign for the delivery as damaged on receipt. Do not worry we will get the problem resolved for you.
- I’d like to return my item?
Items can be returned within 7 days of purchase for a full refund. Please return to us, including your paperwork, we would advise to call and Email first.
- I want to cancel my order?
Please phone us immediately and we will try to cancel your order before it is despatched. If your order has been despatched, you can return as per question 7 for a refund.
- I haven’t received my refund?
Refunds can take some time to process by your bank/payment system, we refund from our end instantly so please allow up to 5 working days before contacting us. In the meantime, please make sure you check your bank account or PayPal account regularly to see if a refund has been processed and if any problems we will get straight onto this and sort for you.
- I require further information?
Simple, just contact us. As we have all of our products in stock and we should be able to assist quickly, so please do contact us, we would like to help.
- How will I know when my order has been sent?
Upon ordering you will receive an Email order confirmation, all orders before 1pm are shipped the same day and tracking details are available, usually via Yodel or APC depending on size and weight. Any larger pallet orders will receive a further Email with tracking and carrier contact details on for you.
There you have it, our FAQ’s, as above, please let us know if see can assist any further.