Delivery costs. The price of a Product does not include delivery charges. Our delivery charges are as advised to you during the check-out process, before you confirm your order. To check relevant delivery charges, please refer to our Delivery page.
When we will provide the products. At the point of checkout you will be informed of your estimated delivery date(s), which will be within 30 days after the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order).
We are not responsible for delays outside our control. Occasionally our delivery to you may be affected by an Event Outside Our Control. See "Events Outside Our Control" on our General Terms page for our responsibilities when this happens.
Express Delivery. Where you have selected our “Express delivery" service your order will be dispatched with the intention that it's delivered:
- One day after dispatch (weekends excluded) if you have selected delivery for the following day; or
- On a selected day you have chosen.
We use a number of different carriers for our delivery requirements but, irrespective of which carrier we use, delivery will be attempted by 21:00 on the day of delivery.
If we have dispatched your products to our carriers in accordance with our obligations above, then we have complied with our obligations. If your order does not arrive the next day, or on the selected day you have chosen, please do contact us and we will do our best to determine why the order has not been delivered but we will not be liable to you for any costs or losses due to the late delivery.
If you are not at home when the product is delivered. If no one is available at your address to take delivery and the Products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the Contract and "Our Rights To End The Contract" on page Ordering, And Cancelling Orders will apply.
When you become responsible for the products. Delivery of an order shall be completed when we deliver the products to the address you gave us or you collect them from us, or a nominated third party, and the products will be your responsibility from that time.
When you own the products. You own the products once we have received payment in full, including all applicable delivery charges.
Products we are unable to deliver. There are certain items which we are unable to deliver to your home. Unfortunately we cannot deliver gas or cooker fuel, as well as large, heavy and bulky items. We have a weight restriction of 30kg and size restriction of 1.5m in length and girth combined. If you would like to purchase an item online with any of the above restrictions you will need to collect them in store subject to the Click and Collect terms in the "Click And Collect" section on our Deliveries page.
Your legal rights if we deliver goods late. You have legal rights if we deliver any goods late.If we miss the 30 day delivery deadline, or any other deadline agreed between us, for any products then you may cancel your order straight away if any of the following apply:
- We have refused to deliver the products; or
- Delivery within the delivery deadline was essential (taking into account all the relevant circumstances).
Setting a new deadline for delivery. If you do not wish to cancel your order straight away, or do not have the right to do so under our Deliveries page, you can give us a new deadline for delivery, which must be reasonable, and you can cancel your order if we do not meet the new deadline.
Cancelling your order for late delivery. If you do choose to cancel your order for late delivery, you can do so for just some of the products or all of them, unless splitting them up would significantly reduce their value. If the products have been delivered to you, you will have to return them to us or allow us to collect them, and we will pay the costs of this. After you cancel your order we will refund any sums you have paid to us for the cancelled products and their delivery .
What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, your choice of size and colour. If so, this will have been stated in the description of the products on our website. If you give us incomplete or incorrect information, we may either cancel your order (and "Our Rights To End The Contract" on our Ordering, and Cancelling Orders page will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you giving us incomplete or incorrect information.
Reasons we may suspend the supply of products to you. We may suspend the supply of a product:
- To deal with technical problems or make minor technical changes;
- To update the product to reflect changes in relevant laws and regulatory requirements;
- If we can demonstrate that you are buying products from us with the intention of reselling them (see "Resale Of Our Products" on our Ordering, And Cancelling Orders page);
- If we reasonably believe that you have failed to comply with these terms; or
- To make changes to the product as requested by you or notified by us to you (see "Our Rights To Vary These Terms And Conditions under our Ordering, And Cancelling Orders page).
Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. You may contact us to cancel your order for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 30 days and we will refund any sums you have paid in advance for the product in respect of the period after you cancel the order.
We may also suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to, for example, your payment is declined by your credit card provider or your bank, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. As well as suspending the products we can also charge you interest on your overdue payments (see "When And How To Pay" under our Pricing And Payments page).
Delivery restrictions to certain international destinations.
Please note that while we will always use our reasonable efforts to accept an order from a customer located in an international destination, delivery to a particular international destination may not always be possible.
Please refer to the information on our product pages and the International Delivery section of our Delivery page for further details, and please contact us before you place your order if you are unsure about whether we can deliver a product to your international destination.
If you order products from our site for delivery to one of the international delivery destinations, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount.
You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.
You must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable or responsible if you break any such law.
If you are a BFPO customer please ensure that you select 'BFPO' from the country drop down field when entering your address at the point of checkout. Failure to do this can result in your products being misrouted and may cause long delays.
For BFPO destinations that are exempt from VAT, the price will be adjusted once your order has been placed. It is essential that you select 'BFPO' from the country drop down field to qualify for this automatic exemption as we cannot apply retrospective refunds for VAT once your order has been despatched. Your order confirmation email will state the full retail value including VAT. We will send you a separate invoice showing the corrected amount, excluding VAT.
All BFPO deliveries will be delivered into Northolt via Parcel Force where they will then be distributed to the correct locations. Please be aware that once your products are handed over to BFPO, we cannot track the parcel and will have no control over its delivery.
BFPO deliveries are subject to the restrictions set out in the BFPO delivery section.
You may need to split your order into multiple consignments where the criteria set out in the BFPO delivery section of our delivery page are exceeded. If this is not possible, we will contact you directly.
Please allow up to 6 weeks for the delivery of your parcel.
Friends and Family. Please note that we are charged commercial rates for BFPO deliveries. If you wish to take advantage of the BFPO free delivery scheme for relatives and friends, you will need to take your parcel to the Post Office.