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Delivery Information

DELIVERY INFORMATION

To meet our customers’ individual requirements we offer a choice of delivery options. Express Delivery is our fastest delivery option – available on selected items, and ideal for when an item is required urgently. Standard Delivery is our best selling delivery option – offering you great value, balancing price and delivery speed. Finally our Economy Delivery option available on our full price merchandise - offers a low price.

After despatch parcels can be tracked online using the Parcel tracking reference emailed to you at the time of despatch. The parcel reference can also be found in the 'my account' section following despatch. Please note tracking information will not be available until the parcel has been scanned at the central hub on the first working day evening following despatch.

Please remember that someone should be available at the delivery address to receive the parcel. If someone is not is available to receive delivery, then the parcel may be left with a neighbour, at a local Post Office or returned to the delivery depot. If you specify a safe place on your order then the parcel can be left there at your own risk.

More information on each of our delivery options is shown below; please note this is general information as delivery times may vary depending on specific destination.

Orders are delivered as soon as possible. We have a 3pm cut off time; orders which pass payment verification after this time are treated as having been received on the next working day*. Payment verification generally takes 1-2 hours from when an order is placed, but occasionally can take longer. We recommend you place your order as early as possible to avoid disappointment.

Orders despatched on a non working day* will generally not have online tracking available until the evening of the first working day* following despatch.

EXPRESS DELIVERY

Express Delivery is our fastest delivery service, ideal for when items are urgently required. Express Delivery is only available on items which are immediately available for delivery. If the items are not immediately available then Express delivery will not be offered as a delivery option online. In the UK Express delivery items are usually delivered within 2 working* days.

BFPO DELIVERY ADDRESSES

We are pleased to be able to offer delivery to BFPO destinations. BFPO delivery orders are usually delivered within five working days* and then passed to BFPO for onward transit. Due to operational issues BFPO is not able to guarantee parcel transit times. BFPO parcels are traceable up to the point they are handed to BFPO.

Deliveries to some BFPO locations outside the EC may be exempt from VAT; a list of applicable numbers is available at www.mod.uk. Some deliveries within the EC may also be eligible for VAT exemption under Article 151 Principal VAT Directive 2006/112/EC (formerly Article 15(10) of the EC Sixth VAT Directive)

SATURDAY AND TIMED DELIVERIES

Enhanced Express Delivery options include timed and Saturday delivery options. These options are available at additional cost and are only available when placing your order by phone with our Customer Services team. Eligibility is dependant on delivery destination and stock availability. If items are time sensitive our advice is to contact our customer services team at your earliest convenience for further advice.

HOW DELIVERY COSTS ARE CALCULATED

Delivery costs for all orders are calculated according to the weight and/or volume of the items ordered and the chosen delivery destination. Delivery options will be offered according to stock availability.

Orders can have the following statuses:

ORDER ENQUIRY - You have placed an enquiry with us but as we have not yet received full payment your enquiry is not yet treated as an order. Please contact us to confirm your instructions if you wish to proceed with the order.

ON HOLD - The order has been placed on hold and will not be despatched until the hold is removed. This may be for instance because you have requested a delayed despatch.

REVIEW - We need to confirm some additional details regarding your payment, please contact us asap to discuss this.

FAILED RELEASE - At the point of despatch your payment has failed. Please contact us asap to confirm your current payment details.

PAID – The order has been received and is currently being processed; this includes payment verification and pending stock transfer or allocation.

READY TO PICK – The order has passed payment checks and stock has been allocated.

PICKING – The order is currently being picked ready for dispatch.

DESPATCHED – The order has been dispatched; online parcel tracking will be available when the parcel is scanned at the central depot on the first working day evening following dispatch.

CANCELLED - The order or enquiry has been cancelled and will not be processed further.

RETURNED – An item or items have been returned to us. If you have returned items and your order status does not yet show ‘returned’ this may be because we have not yet received your items, or they may be awaiting processing by our returns department. Please note it generally takes 2 working days for your return to be processed, and depending on your bank it may take up to an additional 5 working days for monies to be returned to you.

WHERE WE DELIVER TO

We are pleased to be able to despatch orders to everywhere.

*A working day is Monday – Friday, excluding public holidays.