Delivery & Returns
We use three different UK Couriers: Federal Express (FedEx), Nightfreight & City Link. Different delivery terms apply to all three carriers. Delivery may be to the cardholder address or to a neighbour or be left safe. Deliveries to neighbours and items left safe at the couriers discretion are NOT covered by insurance (theft, damage or otherwise). Liquid products are currently un-insured by all couriers. We also use a pallet carrier for extreme bulk!
Shipped the same day of purchase (provided its before 12am thats a guarantee!) on a next day service. Will attempt delivery between 9 and 5-30 and if you are out will leave a card asking you to call them to re-arrange delivery on a day you will be in. Please ensure your telephone number is up to date and correct. If they have any issue finding your property they will then call for directions. You always know whether to wait in as our computerised desptach system will allocate you a consignment number and email you a link!
Shipped the same day of purchase (provided its before 12am thats a guarantee!) on a three day service. Will attempt delivery between 9 and 5-30 and if you are out will leave a card asking you to call them to re-arrange delivery on a day you will be in. Please ensure your telephone number is up to date and correct. If they have any issue finding your property they will then call for directions. This carrier is used for lengths and outsized freight, its not our day to day courier!
Shipped the same day of purchase (provided its before 12am thats a guarantee!) on a overnight service. Will attempt delivery between 9 and 5-30 and if you are out will leave a card asking you to call them to re-arrange delivery on a day you will be in. Please ensure your telephone number is up to date and correct. If they have any issue finding your property they will then call for directions. This carrier calls later than the rest and gives better rates to Eire and Europe
As a responsible distance seller we are required by law to accept certain returns from customers. Items covered under the regulations include pre-packed items we buy in and re sell without changing the packaging or altering the size of the kit.
Items NOT covered under Distance Selling Regulations include smaller RTV kits, smaller Resin kits etc. Please enquire prior to purchase if you are unsure if you are covered.
In the case of any return, customers MUST use our ticket system. Simply login to your account and create a support ticket, it really is that simple!
Under no circumstances should you return an item to us without our authority to return first. The cost of this carraige must be met by you the purchaser.
From the inception of a return request via the ticket system, it usually takes 1-3 days for our courier to collect items. Once returned to our warehouse and checked as unused and unopened, a refund will be effected. If paying by Paypal, this refund will be instant. Payments via Cards may take up to 48-72 hours to process, however we will initiate the refund immediately, any further delays are those imposed by banks.
- My goods have arrived damaged, the box appears wet & there's something leaking in the box, what should i do?
Refuse delivery of your parcel or accept delivery and mark the drivers sheet as "Item Damaged". If they will not allow you to do this then simply refuse the delivery and contact us in either case. Please use the Ticket System if you sign to receive your goods and they are damaged yet you have not signed as such, we cannot underwrite any claim for damage! It is your responsibility to accept or reject goods based on condition. Claims for damage MUST be receieved within 24 hours of delivery. This is the policy of our courier, not our own. Shortages we give grace of three days.
- How much will my delivery cost me?
We do not believe in charging excessvely for deliveries. To get an accurate quotation for your delivery, please use the shipping estimator in the shopping cart. There is no obligation to buy! Just add items that you wish to be quoted for delivery to your cart, go to the shopping cart page, enter your postcode in two halves with a space between (eg PE12 9QE) and click calculate! Please bear in mind that our delivery charges include base delivery costs, packaging and void fill, labour to pack, safety labelling and addressing.
- I ordered my goods last night when i got home from work, when can I expect delivery of my item(s)?
We sweep the website every morning at 8am for orders placed overnight. Depending on your product choices you will get either a 2-3 day service via Nightfreight or an overnight service via FedEx or City Link. However our final sweep for orders is performed at around midday, this is to ensure that service levels are maintained. If you order after midday you should expect an extra day for shipment of your item. The one thing to look out for is an email from our server indicating a change in the status of your order to dispatched. When we mark your item(s) as dispatched this means the order has been processed, packed and passed to our delivery agents. It is from this time you should apply the rules relating to delivery periods. You will also receive an email from our despatch manager software with tracking information. As a general rule, if you consignment is under 100kg and contains no lengths or outsize freight it will travel with FedeX OR City Link, and arrive the next day. Please ensure somebody is in to take delivery unless you have pre-arranged a safe location or neighbour with whom to leave your item(s). Please note leaving items without your signature invalidates your transit insurance.
- I ordered my goods during the day, at around midday, it may have been just gone 12 by the time i completed my payment. Will I still get next day delivery?
Our cut off for final order sweep is Midday. If you ordered 5 or 10 minutes past and we are still processing new orders we will likely include your order. Look out for a shop email notification showing a change of status and also a message from the despatch manager software with tracking information. If its essential it ship the best thing to do is call us. 0333 12 12 12 0 . If we can accomodate your request we most certainly will do out best to ship that day.
- What is the transit time if i order bulky or lengthy items?
Bulk, outsize and length freight travels with Nightfreight on an economy 2-3 day service. If you order on Monday you can expect delivery around Thursday. That said it is possible to get an overnight service, its simply not guaranteed! They promise to have your parcels with you no later than three days. Bulk and outsize is considered any long lengths or consignments over 200kg.
- I most likely wont be in when your courier calls, what can i do about this?
Well thats ok however you must advise us in advance and have a secure location for your goods to be delivered to. In addition if you are a new customer we usually prefer to have your signature for your first delivery. However in such cases where you will not be home, consider a neighbour or leaving you garage open, either way we need to know how and where you want them delivered. Please tell us this in the notes fields available all through checkout. Please also note that if you do ask for goods to be left in your absence that they become uninsured the moment the driver signs for them. You don't have the option to sign for as damaged either!