Shipping Policy


Delivery times and costs

Information about delivery times and costs will be set out at ‘Checkout’ and orders will be delivered to the address you specify. All goods will normally be dispatched within 5 of receipt of your order.

If the products are one-off services, we will begin the services on the date agreed with you during the order process. The completion date for the services is as told to you during the order process.

If your order has not arrived by the estimated delivery date, please contact us via the help centre as soon as possible so we can investigate.

What happens if you do not collect the goods or are not at home when the goods are delivered?

If you are not home when the goods are delivered we may leave the goods in a safe location or, if no one is available to accept delivery, re-deliver the goods on a different day.

What happens if we fail to deliver the goods in time?

In the unlikely event that we fail to deliver within the time specified or, if no time has been specified, within 30 days of our Order Confirmation (or as otherwise agreed), you may end the contract if:

• failure to deliver was caused by us refusing to deliver your goods;

• in light of all relevant circumstances, delivery within that time period was essential; or

• you told us when ordering the goods that delivery within that time period was essential.

If you do not wish to cancel, or none of the circumstances described above apply, you may specify a new (reasonable) delivery date. If we fail to meet the new deadline, you may end the contract.

If you have the right to end the contract under sections 10.5 or 10.6 you may instead cancel or reject part of your order provided that separating the goods in your order would not significantly reduce their value.

Any sums that you have already paid for cancelled goods and their delivery will be refunded to you within 14 days.

Please note that if any cancelled goods are delivered to you, you must return them to us or arrange with us for their collection within 14 days from the date of cancellation or delivery (whichever is later). In either case, we will bear the cost of returning the cancelled goods.

What happens if you do not allow us to provide the services?

If you do not allow us access to your property to perform the services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract and section 16 (Our rights to cancel the contract) will apply.

When does delivery take place?

Delivery will be deemed to have taken place when the goods have been delivered to the delivery address specified by you in your order and you (or someone identified by you) have taken physical possession of the goods.

Who is responsible for the goods during delivery?

The responsibility (sometimes referred to as ‘risk’) for the goods remains with us until the goods have been delivered to the delivery address specified by you in your order. We accept no liability where you provide an incorrect delivery address or where you fail to collect the goods from the delivery address which you specified.

When do you own the goods?

You own the goods only once we have received payment in full of all sums due (including any delivery charges).

Shipping Policy