Fulfilment Delivery Policy

All of our orders are processed and dispatched from our fulfilment centre in Leicester, UK. We have a dedicated fulfilment department, who are committed to getting the items fulfilled as quickly and as securely as possible.

All orders placed before our 3pm cut-off time will be dispatched the same day.

If you're a Drop Shipping customer please see our Drop Shipping Delivery Policy here. 

Delivery Options

All of our shipping options are based on weight and product types. The appropriate shipping options will automatically be available at the checkout, based on the items within the order. Packaging weight is calculated at 10% of the total product weight, which will already be included with your items.

Please note that the delivery duration is calculated from the point of dispatch, rather than when the order was placed.

The listed durations are estimates only and the couriers cannot always guarantee delivery within these times. Carriers may be subject to delays on rare occasions, and we will not be able to refund postage costs in these cases.

Royal Mail 24/48 is a delivery confirmation service only, so tracking will only update once the parcel has been delivered. However, for the 24/48 Tracked services, full tracking will be available.

If, for any reason, the service selected is not suitable for your product(s), we may use an alternative option.

If it is the case that you have multiple items with varying dimensions in an order, especially for large items, then we may have to provide a custom shipping quote based on the order. This is regardless of what is charged at the checkout.

For orders that require a pallet, please send the order manually to us via email, so we can select the correct pallet size and service for your order.

Cut off time and delivery duration vary for pallets.

Insurance, Loss and Damage:

We do not take responsibility for parcels that are lost or damaged in transit. However, each fulfilled product can be insured up to the value of £1000. Shipping insurance can add some extra piece of mind when it comes to high value items. See price list for insurance costs.

Once the parcel has been passed to the shipping company, we do not have control over the delivery. In the unlikely event of any delivery issues, please get in touch with us as soon as possible, as we will not be notified until the situation is brought to our attention. We will liaise with the courier company to find the quickest and most effective outcome.

We will choose the most appropriate packaging for each product, based on its size and weight. We also have a fragile option, for products that require additional packaging and protective materials.

Paying for the fragile option does not mean that the product is automatically insured, as we are still not liable for the items that are in transit. See price list for fragile pricing.

For more information regarding insurance and compensation please read our fulfilment terms & conditions.

Restrictions

All of the courier companies we use have certain restricted items. It is your responsibility to check which products fall under these restrictions. This may affect the insurance and claims process with these companies. We cannot be held responsible for any delivery issues which result from sending restricted products.

Please refer to the following links to view the restricted products for relevant couriers:

https://www.myhermes.co.uk/help/carry-guide/

https://www.postoffice.co.uk/mail/uk-what-can-i-send

https://www.yodel.co.uk/prohibited-and-restricted-items/

https://www.dpdlocal-online.co.uk/prohibited-items

https://www.dhl.co.uk/en/express/shipping/shipping_advice/prohibited_commodities.html

We do not conduct business with or send shipments to countries with a restricted or sanctioned status. If your chosen destination does not appear in any of our shipping options, this means that we do not supply goods to this country.

Additional Details

Once the order has been processed for dispatch, you will receive an email notification and the tracking will update on your account. If you are on our automated platform, the order will be automatically marked as dispatched on your website and the tracking will be updated. Your customer will also receive an email from your platform to inform them that the order has been dispatched.

It is your responsibility to check the full delivery address before placing the order. Shipping labels may be printed in bulk, so we are unable to check each address for errors.

We do not currently provide international shipping for fulfilled products. However, we can provide shipping rates on an order by order basis. So if you need a quote for any of your orders, then please contact us.

We do not currently provide branded packaging or customized packaging slips, but this will be available soon.

Currently, we do not place any packing slips inside the order. All products will go out in standard unbranded, yet professional packaging.

B2B Delivery

For B2B shipments we charge £8 per 30KG box for Mainland UK. So for example, if you have 3 boxes you will be charged £24. All B2B Mainland deliveries will be delivered the next working day.

For Non-Mainland B2B deliveries we charge £12 per 30KG box. This includes Northern Ireland, Scottish Highlands/Island, and Channel Isles. The delivery duration is 2-3 working days for these regions, except for a few remote Scottish Highlands/Island areas, which can take upto 5 working days.

B2B DPD Saturday option is £12 per box, which is available for UK Mainland only.

If you require insurance on your B2B delivery, you are able to insure each parcel for an additional £4. You may choose this option at the checkout. This will cover up to £1000 per box. This also eliminates the need to insure each product, which would be an advantage for B2B orders/products. 

For B2B orders, select the B2B shipping option at the checkout. If you are on a credit account, there is no need to select shipping as we will automatically process the order for you. 

We will select the most appropriate courier for B2B orders.

We cannot always guarantee same day dispatch for B2B orders. However, we do aim to get all B2B orders placed before 1pm dispatched the same day. 

For B2B international shipments, please contact us so we can provide a quote for your order.

Credit account customers

For Credit account customers, when placing orders on our website, you do not need to choose the delivery option at the checkout. We will select the most appropriate service for your orders. If you have a shipping preference, please include this in the notes before checkout.

If you require an express service, please let us know in the notes, as we will choose the most efficient Economy service by default. If you require a Saturday service, please mention this too.

If your orders are automated (for example on the Premium Drop Shipping Service) then the shipping option will be selected according to your settings as normal. 

For B2B credit account customers, we will choose the non-insured option by default. So please let us know if you require additional insurance.

Click here to read our Drop Shipiping Delivery Policy.

Click here to read our Fulfilment terms and conditions.