FAQs- 1 What are your customer service standards?
We owe our success to you, our customers. Our biggest source of new business is from your personal recommendations. Many of the best features and improvements to our service have come from customer suggestions. To thank you for giving us a new lead and passing on our name, or for making a great suggestion to improve our service or systems, we would like to reward you through our 'You Make the Difference' programme.
- 2 Where do you deliver to?
We deliver to all of Mainland UK, Northern Ireland and the Isle of Wight. We require a signature so please ensure someone is available.
We do not deliver to the Scottish Islands, Isle of Man, Channel Islands or Isles of Scilly.
We do not deliver to PO Box addresses.
REMOTE POSTCODES: A limited number of remote postcodes are subject to an additional delivery charge. We will notify you immediately if this applies to your order and will only proceed with your approval.
DELIVERY ADDRESS: Please be aware that the driver will deliver to the address stated on the order. If your delivery is to be made to a specific location, please include that detail on your order.
FURNITURE: Please note that certain furniture deliveries may fall outside our normal delivery terms and may therefore incur a delivery charge. We will notify you if this is the case at the time you place your order.
SAFES: Delivery of a safe will always be dependent upon ease of access to the site. Depending on the size and location, a site survey may be required before your order is processed. A delivery charge may then be necessary, which we will be pleased to discuss with you before you purchase a safe.
- 3 How do I cancel a backorder?
We do all we can to minimize the occurrence of backorders, but should an item you order be out of stock, we will notify you and give you the option of switching to an alternative product, leaving the product on back order or cancelling the item.
Any other items on your order will be delivered next day in the normal way.
- 4 What if I have items missing from my back order?
As part of our quality system, your order is checked three times before it is dispatched to you. Should an item be missing, it may be that it is simply out-of-stock and will be shown as such. In the unlikely event that an item is missing, please notify us within three working days of delivery.
- 5 What do I do if I have received a damaged item?
If an item in your delivery arrives damaged or faulty, please notify us within three working days. We will immediately arrange to collect the damaged/faulty item and deliver a replacement.
- 6 How do I return items?
- Items for return must be sent back in the original packaging, unused and in a re-saleable condition.
- Please do not write or mark the packaging directly - to do so may mean that we are unable to accept the item back for credit.
- Please make sure that the item is in a safe, known place ready for when our driver comes to collect it.
- We can only accept returns after fourteen days at our discretion and possibly at less than the full credit value.
- Specials and bespoke items. Please note that specially ordered or manufactured products can not be accepted back for credit. If you are unsure, please check with us at the time of ordering.
- Food & Drink. We regret that, due to health and safety regulations, we are unable to accept any food or drink items for return.
A few simple rules:
- 7 What is your returns policy?
- Items for return must be sent back in the original packaging, unused and in a re-saleable condition.
- Please do not write or mark the packaging directly - to do so may mean that we are unable to accept the item back for credit.
- Please make sure that the item is in a safe, known place ready for when our driver comes to collect it.
- We can only accept returns after fourteen days at our discretion and possibly at less than the full credit value.
- Specials and bespoke items. Please note that specially ordered or manufactured products can not be accepted back for credit. If you are unsure, please check with us at the time of ordering.
- Food & Drink. We regret that, due to health and safety regulations, we are unable to accept any food or drink items for return.
We want you to be completely satisfied with your purchase and so our returns policy couldn't be simpler: we collect unwanted goods at no charge and will credit you in full. If you wish to return something, please contact us within fourteen days of delivery and we will send our driver to collect your unwanted item and credit you in full.
A few simple rules:
If an item in your delivery arrives damaged or faulty, please notify us within three working days. We will immediately arrange to collect the damaged/faulty item and deliver a replacement.
- 8 Can I exchange items I ordered by mistake?
Of course you can. The easiest thing to do is to return an item ordered in error and then place a new order for the correct item.
If you are unsure whether a product is going to be suitable for your needs, we are happy to supply goods on approval (subject to certain conditions) and, of course, our Customer Service Team will be pleased to answer your questions and advise you on those products that will most suit your requirements
- 9 Am I on your mailing list?
If you would prefer not to receive this information please let us know and we'll unsubscribe you from our mailing list.
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