Delivery Policy

This policy applies after an order is handed to a courier, freight provider, local transport partner, or agreed collection route. For order verification, processing, packing, dispatch, and shipping charges, see our Shipping Policy.

1. Estimated delivery windows after dispatch

The actual estimate for a specific order may differ because of product size, transport mode, destination, carrier route, holidays, weather, or local access. Oversized or freight consignments may follow a separately agreed schedule.

2. Tracking updates

Where parcel tracking is available, carrier scans may show statuses such as picked up, in transit, at a local facility, out for delivery, delivered, or delivery attempted. A scan can be delayed or posted out of sequence. Allow up to 24 hours after dispatch for the first tracking event. Use our Track Orderpage to request an update if the reference is not working or the movement appears unusually delayed.

3. Delivery contact and access

Keep the registered phone available and ensure the address is accessible to the selected vehicle. For large or heavy products, standard delivery may be to the building entrance, kerb, transport depot, or another accessible handover point unless unloading or inside delivery has been expressly agreed. The recipient is responsible for permissions, access, and safe onward movement after handover.

4. Delivery attempts

The number and timing of delivery attempts depend on the carrier and destination. If a recipient is unavailable, the carrier may call, re-attempt, hold the consignment for collection, or return it. Follow the carrier message promptly or contact us for help. Re-dispatch and return-freight charges may apply when delivery fails because of an incorrect address, unavailable recipient, access restriction, or refusal of a correctly supplied shipment.

5. Inspection at delivery

1. Check the recipient name and package count against the delivery information.
2. Inspect the outer packaging for tears, punctures, crushing, moisture, broken seals, or visible mishandling.
3. Photograph visible damage before opening and note it on the carrier record or proof of delivery where possible.
4. Open and inspect the goods promptly, retaining the box, label, internal packing, accessories, and invoice until checks are complete.

Signing a carrier record confirms receipt but does not remove rights available for a concealed problem reported within the applicable period. Clear delivery evidence helps us investigate with the carrier.

6. Damaged, incorrect, or incomplete deliveries

Report visible transit damage, a wrong product, a missing package, or an incomplete quantity within 48 hours of recorded delivery. Include the order reference, photographs or video of the packaging and item, the shipping label, and a description of what is missing or damaged. Keep all materials until we provide instructions. Resolution is handled under our Refund & Return Policy.

7. Delivered status but item not received

If tracking shows delivered but the consignment cannot be located:

• check with household members, reception, security, neighbours, or the designated receiving area;
• review any delivery message, photograph, or proof-of-delivery detail supplied by the carrier; and
• contact us within 24 hours so we can raise a carrier investigation while records are current.

The investigation may require confirmation from the recipient and carrier. We will communicate the available outcome and next step after reviewing the evidence.

8. Delayed or stalled shipments

Contact us if tracking has not updated for 5 business days, the estimated window has passed, or the carrier requests information you cannot provide. We will seek an update or trace from the delivery partner. A shipment is treated as lost only after the carrier completes its investigation or the circumstances reasonably establish non-delivery.

9. Partial and split delivery

One order may arrive in more than one package or on different dates. Dispatch messages may include separate references. Before reporting an item missing, check whether the confirmation identifies a split shipment. Contact us if every listed consignment shows delivered but the order remains incomplete.

10. Refusal and return to sender

Refuse a shipment only where the package is severely damaged or the carrier presents a consignment clearly not addressed to you, and record the reason with the carrier. A correctly addressed order refused for change of mind may be treated as an unauthorised return. Actual forward and return freight may be deducted from an eligible refund, subject to applicable law.

11. Events affecting delivery

Delivery can be delayed by extreme weather, flood, road closure, strike, public restriction, local disruption, carrier capacity, or another event outside reasonable control. We will share information available to us, but a revised estimated date remains an estimate unless expressly agreed otherwise.

12. Delivery support