Don’t you just hate rules and guide lines. Detailed below is a list of what we promise to do as standard. We do our utmost to make good on our promises. We also do our utmost to keep our clients happy, so if you need an order desperately, please contact customer services and we will try and find a solution
We will dispatch the same working day where possible for orders placed and paid for before 11.00a.m. (Monday to Friday). Dispatch may be by either post option or courier option.
For orders placed after 11.00 a.m. Friday and 8.00 a.m. Saturday, we will dispatch on Saturday (postal option only) and Monday (courier option).
For orders placed after 8.00 a.m. Saturday, dispatch will be on the following Monday, although we will try to ship on Saturday where possible.
Occasionally we may temporarily go out of stock of an item that was showing in stock when you placed the order. For example a low stock item was found to be defective during order picking. We promise to inform you of this no later than noon on the next working day and offer a confirmed delivery date or a full refund. We process hundreds of orders per day and we seldom have stock issues.
Our production department works seven days per week (restricted weekend hours), whilst customer services only operate Monday to Friday during normal office hours.
Basically all shipping fees include the cost of handling and all packing materials, as well as the actual freight cost. For UK orders this is usually Royal Mail or a courier service. For export orders this is almost always Royal Mail if the consignment is greater than a couple of kilos in weight, since most couriers refuse to carry larger containers of liquids. Indeed for export orders we will often substitute say four 250ml bottles instead of a one litre container if the courier option is selected. Please note we can’t accept any responsibility for orders lost by Royal Mail.
For UK shipments we offer :
Royal Mail Second Class Free to 2 kg Typically 5-7 working days
Royal Mail First Class £2.49 upgrade Typically 3-5 working days
Recorded Delivery £4.50 upgrade Typically 1-2 working days
DPD Express Pack £5.99 (up to 5kg) Usually next working day
DPD Parcel Delivery £6.99 (up to 30kg) Usually next working day
Please note for orders of £100 or more, we provide a free upgrade to DPD Next Working Day Tracked Delivery. This is very popular with our Trade Accounts.
For orders placed before 11am we will dispatch the same working day where possible. Weekend Orders placed after 11am Friday through to Sunday we will processed on Monday.
Our European Postage & Packing Rates start from £3.00 and are staggered according to the weight of your Order.
REST OF THE WORLD DELIVERIES
Our Rest of the World Postage & Packing Rates start from £5.00 and are staggered according to the weight of your Order.
Will I have to sign for my delivery?
You will have to sign for your delivery if you choose our Courier Service.
Can I track my delivery?
With our Courier Services we will forward your Tracking Number.
What should I do if I think my order is late?
In the unlikely event that after the specified working days above you have still not received your order, please contact us via our Contact Page or call us on +44 (0)1495 294672 with details of the goods that you have ordered. Please quote your invoice number and we will be happy to assist you further.
I haven't received all the items I ordered - what do I do?
Please check the confirmation email we sent you on receipt of your order. Then, if you still believe items are missing from your order, please contact us via our Contact Page or call us on +44 (0)1495 294672 with details of the goods missing and we will be happy to assist you further.
Can I have my order delivered to multiple addresses?
If you would like to send orders to more than one address, please place a separate order for each delivery address.
Do you use recycled packaging?
Where possible we endeavour to use recycled or recyclable packing materials, sourced as locally as we can.
Carbon Footprint Policy
We are critically aware of our carbon footprint and encourage customers to group purchases into one large order, since this not only works out cheaper but minimizes environmental impact. Please note that we are unable to group two distinct orders placed separately and as such multiple items should appear on the same order.
Freight Cost Policy
Our policy on freight costs is that we look to pass on only the genuine costs we incur for shipment and packing costs. We do not use it as an opportunity to make additional profits and recognize that where clients are choosing a cost option, this should be provided on the most cost effect basis possible.