We Ship Worldwide

4th. January 2011. VAT is now at 20% so we have cut our delivery charges to help offset the price increase.

Our standard delivery charges apply to UK mainland and include some off-shore Islands, deliveries to some remote rural areas and overseas may incur a delivery surcharge. Delivery charges will depend on the items and quantity of your order. Standard UK delivery charges are applied automatically during the checkout process.

Delivery surcharges are dependant on size, weight and destination of your order. Surcharges are calculated and manually applied either before or after you complete the transaction. To have the surcharge applied before you pay for your order please contact us before you complete the order process. Alternatively place the order as usual and pay the standard delivery charge, we will then contact you with the delivery surcharge and payment options.

Many items have free delivery and are clearly marked. Delivery charges for smaller items such as hardware and accessories starts from as little as £1.00. Taps and heavy hardware delivery from £7.50. Sinks and small appliance delivery charges start from £10.00. Most orders of doors, windows and worktops will incur a £30 - £35 delivery charge. Delivery of single orders of some 4.1m worktops are charged at £45.00, add an upstand, splashback, breakfast bar, or another worktop and get a £15.00 discount on the delivery charge.

Delivery Surcharges

• Deliveries to Ireland will incur a delivery surcharge, surcharges vary depending on your order, as a guide an 80% surcharge will be levied. So if your order has a standard delivery charge of £30 expect a £24 delivery surcharge, surcharges are calculated and applied manually and invoice.
• We now ship to Europe and such deliveries will usually incur a delivery surcharge equal to the standard delivery charge (delivery charge x 2).
• Deliveries to the USA and outside Europe are UK TAX FREE! but will incur a delivery surcharge according to weight and timescale and will vary from order to order, please contact us for a quote.
• Orders delivered outside Europe may be subject to Import Duty levied at the Country of destination, any such Duties, Taxes or additional charges are your responsibility. Please enquire at your local Tax office of any such charges.

Delivery Times

Unless otherwise stated all items listed on our website are stock items and available for immediate UK delivery usually within 48 - 72 hours from your local distribution centre, all distribution centres are stocked on a minimum weekly basis. Some specialist building products such as special order laminate are shipped direct from the manufacturer and may take up to 6 weeks for delivery. Other items that are made to your specifications such as doors, windows and staircases may also take up to 6 weeks for delivery as these items are manufactured upon request. All products will have the lead time specified in the product specifications. Deliveries to Europe, USA, and the rest of the world will take a little longer, usually an extra 4 to 7 days.

Most UK orders smaller than 1 cubic meter and weighing less than 5kg are usually sent via Royal Mail Tracked™ and usually take 2-3 days to deliver from the despatch date. These deliveries are tracked and do not need to be signed for and you may request a SafePlace for the postman to leave these types of deliveries by adding your SafePlace in the message box on the order page, or by contacting our sales team with your order number. Royal Mail Tracked™ applies to 'free delivery', 'small hardware', 'medium hardware', and 'large hardware' delivery types. A Royal Mail Tracking number will be displayed on your order page to enable you to track your order via RoyalMail.com.

UK orders for hardware larger than 1 cubic meter or weighing over 5kg will be sent out via Tuffnells courier, these deliveries will require a signature on delivery and are sent out on a next day delivery service except for Scottish Highlands, and off shore Islands where they may take up to three days or more to deliver. We will call you the day before these deliveries go out to ensure you are able to take the delivery, or to arrange a suitable delivery date, these deliveries can also be made on Saturday morning for an additional £20.00 + VAT surcharge, please contact the sales team if you would like to upgrade your delivery.

UK orders for small and medium appliances are usually subject to inter-branch transfer and sent out from our depot in Sussex, these orders fall into the 'small appliances' and 'medium appliances' delivery types. These deliveries will require a signature on delivery and are sent out on a next day delivery service except for Scottish Highlands, and off shore Islands where they may take up to three days or more to deliver. We will call you the day before these deliveries go out to ensure you are able to take the delivery, or to arrange a suitable delivery date, these deliveries can also be made on Saturday morning for an additional £20.00 + VAT surcharge, please contact the sales team if you would like to upgrade your delivery.

UK orders for large, heavy appliances, and ceramic sinks are delivered direct by the manufacture or distributor to ensure they are delivered with care, These deliveries will require a signature on delivery and usually go out on a three day run and we will not be able to specify the exact day until the day before delivery is due, we are unable to offer any alternative to this delivery type due to the delicate nature or value of the products.

Doors, windows, and joinery items will be delivered in the UK by specialist courier service, these deliveries will be made from a local depot or from our main depot in Sussex. These deliveries will require a signature on delivery and are sent out on a same day or next day delivery service (except for Scottish Highlands, and off shore Islands where they may take up to three days or more to deliver). We will pre-arrange a suitable delivery date with you prior to despatch. These orders can be upgraded to a Saturday morning delivery for a surcharge subject to stock and/or delivery location.

Worktops and laminate products for UK delivery are sent out via a specialist carrier, these deliveries will require a signature on delivery and are sent out on a same day or next day delivery service (except for off shore Islands where they may take up to three days or more to deliver). We will pre-arrange a suitable delivery date with you prior to despatch. Orders other than 4.1m can be upgraded to a Saturday morning delivery for a surcharge subject to stock and/or delivery location.

Overseas deliveries under 2kg will be sent out via airmail, these deliveries generally take 3-5 days, deliveries over 2kg will be sent out via freight carrier and will take up to 5 days in Europe and up to 2 weeks for outside Europe.

Once you place an order we will inform you of your delivery date by phone call or email using the contact details you supplied when you signed up, if this date is inconvenient we will rearrange the delivery to a date that is more suitable. You can specify preferred delivery dates in the message box upon completion of the order, please also provide any addition contact phone numbers, names and special instructions you may have.

If you require urgent delivery, please contact one of our team with the order number once you have completed the transaction so we can arrange the earliest possible delivery.

Shipment Areas

Daily deliveries are made throughout the UK and Ireland including most off-shore islands.

We are pleased to announce we now deliver worldwide, throughout Europe, USA, and other locations, these deliveries will incur a delivery surcharge depending on size, weight and quantity, please contact us for a quote. Orders delivered outside Europe are TAX FREE!

Order Processing

After receiving your order, we will contact you by phone or e-mail to confirm and arrange a specific delivery date.

Deliveries normally occur between 7am and 6pm. However, the exact time of day cannot be specified until the day of delivery, please call the office on the day of delivery for updates. Working days are classified as Monday to Friday and exclude bank holidays.

We operate a kerbside delivery service for the UK mainland and therefore it is vital that someone is on-site and able to assist the driver to unload large, heavy and awkward items as non deliveries will incur a failed delivery charge. Deliveries to Isle of Man, Ireland, and Northern Ireland are usually delivered to your door by a 2 man home delivery service, the couriers may contact you directly to arrange a convenient delivery time, these deliveries usually take 72 hours to complete.

Worktops and other large consignments will usually be delivered by a 30ft lorry, there must be sufficient parking and unloading space as well as access to the property and location for such deliveries, failure to meet this condition will result in non delivery and incur a failed delivery charge. Please notify us of any low bridges or width and weight restrictions that may effect delivery.

Deliveries to Europe and the USA will usually be tracked and can be monitored on-line, please ensure someone is available to receive the delivery or you may be required to rearrange delivery or collect from a depot.

Multiple Delivery Addresses

Orders are shipped to one address only, multiple deliveries destinations are to be treated as single orders and as such each delivery destination will need to be treated as a separate order.

Multiple Item Orders

Depending on the complexity of your order, products may be supplied from more than one distribution centre, goods may therefore be delivered separately on the same day or on different days. We will contact you by phone or email to advise you of such delivery.

Help Us to Help You

Please leave a day-time telephone number and any other phone numbers we may be able to contact you, or your site representative in relation to your order. Orders are usually processed the same day so expect a phone call from us with in a few hours of ordering to arrange delivery.

Please ensure that your order is delivered complete and consists of the correct items. Any shortages or damages must be reported to us immediately without delay and in all cases within 48 hours. Laminate sheets that are boxed must be opened and checked before you sign for them, the courier will wait for up-to 20 minutes for you to check the items.

If you have arranged for your goods to be installed by a contractor, you must check your order is complete, correct and undamaged before the contractor commences work. You are advised not to book your contractor until you have received your order as we cannot beheld responsible for delays outside our control.

Returns

If your goods are incorrect, faulty or damaged on delivery we will arrange for an exchange of the product on the next convenient delivery date. All damaged goods must be reported to us within 48 hours of delivery. This does not affect your statutory rights.

How To Return Items

To return incorrect or damaged items, please call us on 0845 812 0845 (UK) or 0044 845 812 0845 (International) and we will arrange for the goods to be collected. Lines are open 8am – 6pm weekdays and Saturdays (UK time).

You may request to return products (providing they in a saleable condition and were not made to order) within seven days starting the day after the goods were delivered, to do this please email, write, fax, or call our sales team who will provide you with a return material authorisation code know as an RMA. We will inform you of the address to return the goods, or make provisions to have the goods collected on your behalf, the goods must be in their original condition including all documentation, and must be properly packed preferably in the original packaging, additional packaging will be required if the goods were supplied only in there original packaging (at our risk) we will require this additional packaging as the method of returning the goods or the return destination my be different from where we delivered them from.

Smaller items can be sent back via Royal Mail or Parcel Force at your local Post Office, or at www.collectplus.co.uk Items up to 15kg can be returned using MyHermes.co.uk Larger items such as doors and worktops will have to be sent back via a specialist carrier such as tuffnells.co.uk in some instances it may be possible to return these orders to a local depot. Returns can also be accepted at our Sussex depot, please contact our sales team if you require any assistance.

Once items have been returned you will receive a receipt for the goods prior to the refund being processed.

Further Questions?

If you have any other questions or concerns please do not hesitate to contact a member of our team on 0845 812 0845 we are here to help you get the best possible service.