Due to the size, weight, or fragile nature of some items within our product range (e.g. storage heaters), we may need to use a pallet delivery company for this type of item.
We arrange many direct deliveries with our pallet partner, and the vast majority go without issue.
Deliveries can fail if customers do not inform us of any delivery restrictions, which may result in the pallet company being unable to complete the delivery.
In instances where a pallet delivery is required, please note the following:
Please be aware of this if you are arranging delivery to a flat.
The pallet company will deliver as close as possible to your address.
Pallets are normally delivered using a lorry with a tail lift and pallet truck.
IMPORTANT: Delivery drivers cannot assist in carrying goods into your property.
If there are access issues at your address, please inform us before delivery.
Common issues include narrow roads, vehicle weight restrictions, yellow lines, red routes, no loading zones, or parking restrictions. It is important to let us know if any of these apply.
An alternative delivery address may need to be provided if any of the above delivery issues apply.
Deliveries are generally made between 9:00am and 5:30pm, Monday to Friday.
We will contact you to arrange a suitable delivery day.
Mainland UK, Wales, and Southern Scotland: Please allow 1 to 2 working days for preparation and delivery.
Highlands: please allow 3 to 5 working days.
Guernsey/Jersey: please allow 4 to 5 working days.
Alderney Island (Guernsey): deliveries will be arranged to the docks only. The receiver is responsible for the collection from there.
We are sorry, but goods cannot be left without a signature.
Please arrange for someone to be at the delivery address to sign for the pallet.
If the delivery is to an unoccupied address, site, or tenant property, arrangements must be made for someone to receive the pallet delivery and sign for the pallet.
Unfortunately, pallet delivery drivers are unable to call customers in advance of delivery.
On the morning of delivery, we can contact the pallet company to request an estimated time of arrival (ETA).
If the pallet company must re-deliver due to the customer not being available or because of delivery restrictions, a re-delivery charge will apply before the order can be re-sent.
If you choose not to have the goods re-delivered and instead request a refund, the original delivery cost will be deducted.
Delivery times are quoted in good faith but may be subject to change.
Once a pallet has been dispatched and is in transit, we are sorry, but no refund of the delivery cost will be possible.
If you cancel while the pallet is in transit, the delivery cost will still apply, as the carrier will charge for the service once the order has been dispatched.