Shipping & Returns

DESPATCH

We aim to despatch all orders within 2 working days – however in most instances we will despatch sameday or next working day.

You will receive an email advising when your item has been despatched, the method of delivery, a tracking number  and when to expect to receive your item.

The items listed on this website are usually in stock, allowing for quick despatch and delivery times.  However, due to there being literally thousands of different length permutations available, it is impossible to show live stock availability and therefore we do occasionally run out. If this happens, and we are unable to despatch your order within 2 working days, we will contact you either by telephone or email to advise you of the situation. You will be advised of an estimated lead time / delivery date.  Should you be unable to wait, then we will of course offer the option of cancellation and a full refund.

STANDARD DELIVERY

Dependant on the overall size and weight of the items ordered, delivery will be made either by Royal mail, or by one of our appointed Courier companies. Items that are less than 2kg in weight and under 1mtr in length will be sent by Royal Mail 48 as default. Heavier and / or longer items will be sent via one of our appointed couriers. At the checkout stage the buyer will be offered any delivery upgrades that are available for the product(s) ordered.

The actual delivery time will depend on the method of delivery selected.

Royal Mail 48 (2nd Class)   – The vast majority of this mail is delivered within 3 working days after despatch (Royal Mail work Monday – Saturday, but not Bank Holidays).  Please note that this is a non guaranteed service and on occasions delivery can take considerably longer.

Royal Mail 24 (1st Class)  – The vast majority of this mail is delivered next working day after despatch, but again please note that there are no guarantees.

Express Courier (We DO NOT use budget couriers such as Hermes / Evri / Yodel).  Over 95% of these items are delivered during the working day following despatch. The actual delivery time achieved is governed by courier performance for which we can make no guarantees, nor can we accept any liability for consequential losses caused by late / non delivery.  For this reason we always advise to order with as much notice as possible.  Standard delivery days are Monday – Friday (Excluding Bank Holidays)

For items sent in the post, please contact us if your item has not been received 6 working days after we despatched it.

For items sent by courier, please contact us if your item has not been received by the end of the working day following the day we despatched it.

Upon delivery, items sent via courier will require a signature. If your premises are unoccupied, the driver will leave a card advising that delivery has been attempted. Please ensure that you follow the instructions on the card in order to ensure prompt re-delivery of your item, or to organise to pick the item up from the courier’s local depot, should this be more convenient. If the courier company receives no contact from you within a few days they may return the parcel to us. If this happens we reserve the right to pass on to the buyer any charges that the courier company makes in relation to returning the item to us. The buyer will then also be required to pay a re-delivery charge in order to get the items sent back to their premises.

Upon receiving your parcel it is important that you check it over for damage as soon as you can, preferably whilst the delivery driver is present.  If you suspect that the item is damaged, please sign the drivers pod with the word “DAMAGED” – this will enable us to make a swift claim on the Couriers insurance policy and facilitate prompt despatch of replacement items to the buyer.  In any case, the courier’s will not consider any claims that we make for damage once 24 hours has elapsed once the buyer has signed for the item.

FREE DELIVERY

We offer free shipping on orders over £85+ VAT to all areas of England and Wales

We offer free shipping on orders over £95 + VAT to the following areas of Scotland:  DD1-11, DG1-14, DG16, EH1-55, EH95, EH95, EH99, KG1-19, KA1-26, KA29-30, G1-84, G90, KY1-16, KY99, ML1-12, PA1-19, TD1-15.

Should your order qualify for Free Delivery then this option must be selected at checkout.

RETURNS (BUSINESS / TRADE / COMMERCIAL CONSUMERS ONLY)

If your order is damaged or incomplete upon arrival you must advise us, by telephone
or by email, within 24 hours of receipt.  No claims made outside of this period will be
considered.  You may be required to supply us with photo’s of any damage.
The buyer is required to keep both the damaged item, and the original packaging as a representative from the relevant courier company may wish to inspect the damage.

Assuming the above conditions are met we will arrange for the damaged item(s) to be collected and we will despatch replacements(s) at no cost to the buyer. This will be done within 3 business days.

If your item arrives and we have sent the incorrect product, or it is not as described on the website you should advise us within 3 business days.
We will then conduct an internal investigation in order to determine how the mistake occurred. We will organise for the incorrect item to be collected at no cost to the buyer and for a replacement item to be despatched free of charge. This process will take no longer than 2 Business Days.

Should you wish to return your item(s) for any reason other reason  (e.g You order the incorrect item or size, or simply change your mind) then the decision to accept your return will be at our discretion and will be dependent on the product(s) in question. We reserve the right to charge a restocking charge of up to 50%.  If we agree to accept your return you should ensure that it arrives with us no more than 7 working days after our acceptance. Once 7 working days have elapsed, we reserve the right to refuse the return. The buyer is responsible for the cost of returning the item(s) to us. Once we have received the item, we will carry out an inspection and as long as the item(s) are found to be in a saleable condition we will action the relevant refund within 3 business days. The original delivery charge paid by the buyer will not be refunded. Upon inspection, should the returned item be found to not be in a saleable condition a full refund will not be issued. We will advise the buyer of the reason for refusal, and will send photos of the problem / damage to the buyer upon request. If the damage appears to have been caused by the delivery company who returned the item, we will advise the buyer within 24 hours and no refund will be issued. It is then the buyers responsibility to claim against their delivery company for the loss. If upon inspection, there are problems with the item that do not appear to have been caused by the delivering company, (for example, Aluminium sheet that has been scratched through it’s protective coating, but there is no sign of damage to the parcels external packaging) we may still accept the return but offer a partial refund to allow for damaged areas to be cut round and scrapped.

RETURNS (PRIVATE CONSUMERS ONLY)

If your item is damaged or incomplete upon arrival please advise us as soon as you can, but no later than 14 days after delivery, by either telephone or by email. All of the items that we send out via Courier are fully tracked and insured against loss and damage. Should your items be damaged upon arrival we have 24 hours to advise the courier and to claim for the damaged item. The couriers will not consider any claims that are made outside of this period. We will then conduct an investigation to establish the cause of the problem .  If your item is damaged, at this point we may require photographs of the damage to both the packaging and the material.

The buyer is required to keep both the damaged item, and the original packaging as a representative from the relevant courier company may wish to inspect the damage.

It is our responsibility to collect the incorrect / damaged item from the buyer and therefore there is no cost to the buyer for returning damaged items.

Once our investigation is complete, we will then despatch replacement item(s) at no cost to The buyer. This process will take no longer than 3 Business days.

If you wish to return your item for any reason not detailed above (e.g you have ordered the incorrect item / size or simply change your mind) then you must advise us within 14 days of delivery.  Once we have accepted your return you must send the item back to us within 14 days.

The cost of returning the item(s) is the buyers responsibility.

Once we have received your returned item(s), we will carry out an inspection to ensure that the item(s) are in good condition. Providing that they are, we will issue a full refund of the purchase price, excluding the original delivery cost, within 2 business days.

If you take advantage of our cutting service in order to cut one of the product offered on our website down to size, or if you contact us via telephone or email and ask us to supply you with a specific size, or a type of product that is not currently offered for sale on the website, then these purchases are considered to be bespoke and therefore are excluded from our 14 day returns policy, and no returns will be accepted.