Shipping policy

These terms summarise how we handle delivery and returns for consumer orders placed on this website. They sit alongside our standard Terms of Service and do not limit your statutory rights.

1) Delivery area & timing

  • Mainland UK only. We deliver to England, Wales and mainland Scotland (no NI, Channel Islands, IOM, IOW or Scottish Islands).
  • Standard service: Monday–Friday, typically 1–3 working days from order, subject to stock and carrier capacity.
  • Upgrades: AM/PM, timed (within 1 hour) and Saturday services are available for a surcharge (see Delivery page for current rates).
  • Delivery windows are estimates. Carriers normally operate between 08:00–18:00 and may be affected by traffic, roadworks and regulations. We cannot accept liability for wages, time or other consequential loss arising from delays.
  • If you require a specific date, we can arrange delivery after the standard 1–3 day period at no extra cost (subject to availability).

2) How pallet deliveries are made

  • Deliveries are kerbside using a tail-lift and manual pump truck. Goods are unloaded at the nearest safe point to the property boundary.
  • Surfaces must be hard, flat and level (tarmac, concrete, block paving). Pump trucks cannot roll on gravel, grass, soft ground, steep slopes or over kerbs.
  • Drivers cannot use cranes/HIABs or deliver to the rear of properties where access is unsuitable.
Legal obligation & transfer of risk: The driver is only legally obliged to offload goods to the roadside/kerbside. Once the pallet is placed in a safe location and signed for, liability and responsibility for the goods passes to the customer.

3) Access & safety

  • Please ensure the approach road and delivery point are safe and accessible for a large goods vehicle. The driver’s assessment of safety and access is final. If access is unsafe or unviable, delivery may be refused.
  • Examples that may prevent delivery include: parked cars blocking access, low branches or cables, narrow lanes, soft verges or steep gradients. Redelivery or return charges may apply if delivery cannot be completed for these reasons.
  • We strongly recommend waiting until delivery is completed before booking labour or equipment.

4) If you can’t be at home

  • If you cannot be present, you may leave written authority to leave in a visible place (e.g., front door). This acts as your signature and acceptance of risk.
  • Where no safe place is available and no-one is present to sign, the carrier may return the pallet to the depot and redelivery/return charges may apply.

5) Failed delivery, redelivery & surcharges

  • If delivery fails due to unsuitable access/surfaces or no authorised person to accept, redelivery or return charges set by the carrier will be payable.
  • Remote mainland postcodes may incur surcharges and/or extended lead times (see Delivery page for current rates).

6) Inspection on delivery

  • Please inspect goods on arrival and note any visible damage or shortages on the driver’s paperwork/device before signing. Take clear photos and notify us as soon as possible (ideally within 24 hours) so we can assist with a carrier claim.

7) Wrongly supplied, wrongly ordered & cancellations

  • Wrongly supplied by us: If we deliver incorrect goods, we will arrange collection or you may refuse delivery at no cost to you.
  • Wrongly ordered / order cancelled after dispatch: We can arrange collection or accept a refused delivery, but all transport costs (outbound + return) will be charged at the carrier’s rate.
  • To minimise costs, please double-check product, quantity, access and contact details before placing an order.

8) Returns & refunds (consumer orders)

  • You may cancel a standard (non-custom) order within 14 days of delivery. Goods must be unused and in resaleable condition with all packaging where applicable.
  • Return transport is the customer’s responsibility and is charged at the carrier’s rate unless the goods are faulty or wrongly supplied.
  • Once goods are received back and inspected, refunds are processed to the original payment method. We may make deductions for any diminished value caused by handling beyond what is necessary to establish the nature and characteristics of the goods (Consumer Contracts Regulations).
  • Exclusions: bespoke/cut-to-size items, made-to-order blends, and goods that by their nature cannot be returned safely once opened.

9) Loose loads (equestrian & bulk)

  • Loose loads are supplied via 8-wheel tipper (up to ~10t) or high-volume walking floor (up to ~22t). Ensure firm tipping areas, adequate turning space and overhead clearance where relevant.
  • Access constraints must be disclosed at quotation; waiting time, aborted delivery or part-loads may incur additional charges from the haulier.
  • Due to the nature of deliveries of loose loads, we can't accept any returns after the product has been tipped. Please inspect the product throughouly before tipping commences

10) Risk & title

  • Risk in the goods transfers on delivery to a safe point and signature/authority to leave (see section 2). Title transfers upon full payment being received.

11) Governing law

These terms are governed by the laws of England & Wales and disputes shall be subject to the exclusive jurisdiction of the courts of England & Wales.

If anything here doesn’t fit your order or you need clarification, contact us before dispatch so we can help.