Delivery Information

Delivery Summary

We aim to provide a fast and reliable delivery service throughout our delivery areas.

Delivery Areas, Charges and Minimum Orders

Delivery availability, minimum order values and charges depend on the postcode area of the delivery address.

Delivery availability is based on the full delivery postcode and may vary within individual postcode areas. Any applicable delivery charge will normally be displayed at checkout or confirmed before your order is accepted.

Delivery Access Requirements

Our delivery vehicles may weigh up to 26 tonnes and require suitable road access, unloading space and turning room.

Please use the Order Notes box at checkout to tell us about:

• Narrow roads or entrances.
• Low bridges or height restrictions.
• Weight restrictions.
• Restricted turning space.
• Steep, uneven or unmade roads.
• Controlled parking zones.
• Gated entrances or security restrictions.
• Specific delivery instructions.
• Dates when you are unavailable.

Delivery Times

Typical delivery is within 1–3 working days from the date your order is placed.

Deliveries are completed on scheduled routes. We cannot guarantee an exact delivery time, although we will provide an estimated delivery window where possible.

Delivery windows are estimates and may be affected by traffic, weather, road closures, previous deliveries or other circumstances outside our reasonable control.

After Placing Your Order

Please provide accurate contact and delivery details when placing your order.

• Please provide two contact numbers where possible, including one mobile number.
• Our driver may contact you on the day of delivery.
• Some orders may arrive in more than one delivery.
• Different products may be delivered by different vehicles or delivery partners.

Delivery Changes

Any request to change your delivery date, address or instructions should be made at least 24 hours before the scheduled delivery.

Once an order has been loaded, dispatched or allocated to a delivery route, it may not be possible to make changes.

Failed Deliveries

A delivery may be treated as unsuccessful where it cannot reasonably or safely be completed.

This may include situations where:

• No authorised person is available where required.
• Access restrictions were not disclosed in advance.
• The delivery address is incorrect or incomplete.
• The unloading location is unsafe or unsuitable.
• There is insufficient space for the delivery vehicle.
• The customer refuses correctly supplied goods without a lawful reason.
• The driver cannot safely unload the order.

Consumer orders

Where a consumer-related failed delivery causes us to incur additional costs, we may recover reasonable and evidenced transport, handling, storage or redelivery costs where permitted by law.

Trade and business orders

Trade or business orders may be subject to a failed delivery, return or redelivery charge of up to 30% of the affected order value where this reasonably reflects the costs incurred.

On the Day of Delivery

Unless agreed otherwise, all deliveries are kerbside only.

• Deliveries are made to ground level only.
• Drivers cannot carry goods into your property.
• Drivers cannot move goods through homes, buildings or gardens.
• Unloading must take place on a flat, solid and safe surface.
• Steep, unstable or unsafe access will not be used.
• The final unloading location is subject to the driver’s safety assessment.

You should arrange suitable assistance to move the goods from the kerbside delivery point after unloading.

Unloading, Private Property and Packaging

Private property

Where you ask or permit a delivery vehicle to enter private land, a driveway or another area beyond the public highway, this is subject to the driver being satisfied that it is safe and suitable.

The customer is responsible for identifying hidden drains, weak surfaces, underground services, soft ground, restricted areas or other hazards.

We will not be responsible for damage resulting from undisclosed weaknesses or hazards at the property, except where caused by our negligence or where liability cannot lawfully be excluded.

Unloading assistance

Some delivery vehicles are not equipped with crane or mechanical offloading equipment. Depending on the products ordered, suitable assistance may be required.

Customers should not enter the vehicle, operate delivery equipment or assist with unloading unless specifically instructed by the driver and it is safe to do so.

Packaging and pallets

Packaging, wrapping, bearers and pallets remain the customer’s responsibility after delivery unless we have agreed otherwise in writing.

Order Amendments

Orders cannot normally be amended once they have been accepted, processed or allocated for delivery.

Where changes are requested, we may need to cancel the original order and ask you to place a new order.

Changes may affect:

• The delivery date.
• Product availability.
• The order value.
• Minimum order requirements.
• Delivery charges.
• Promotional pricing.

Delivery Delays

Although most orders arrive within 1–3 working days, occasional delays may occur.

Possible causes include:

• High order volumes.
• Limited or incoming stock.
• Vehicle breakdowns.
• Traffic or road closures.
• Severe weather.
• Supplier or manufacturer delays.
• Access restrictions.
• Events outside our reasonable control.

If we become aware of a significant delay, we will make reasonable efforts to contact you and provide an updated estimate.

Checking Your Order

Please check your delivery as soon as reasonably possible after it arrives.

Please confirm:

• The correct products have been delivered.
• The quantities match your order.
• There is no visible damage.
• All components and accessories are present.

Signing a delivery note does not remove your statutory rights, although reporting visible issues promptly helps us investigate and resolve them more quickly.

Need Delivery Assistance?

Contact our team before ordering if you are unsure about vehicle access, delivery charges, minimum order values or any other delivery requirement.