Standard Delivery
All deliveries will require a signature. If you’ve supplied your mobile number, you’ll receive a text message at around 11am on the day of delivery to inform you of an estimated one-hour delivery window.
We aim to deliver items that are currently in-stock within 2 – 3 working days (excluding Bank Holidays) after the date the order is placed.
Working days are defined as Monday- Saturday 9am-5pm inclusive, excluding Sunday and Public Holidays.
If we are unable to deliver your parcel at the agreed time slot, an additional charge will be applied for the following day’s delivery unless collected from the shop. If we are unable to deliver at the second attempt the goods will be returned to the shop for you to collect.
Same Day Delivery
All deliveries will require a signature. If you’ve supplied your mobile number, you’ll receive a text message at around 11am on the day of delivery to inform you of an estimated one-hour delivery window.
Our Same Day Delivery service to Postcodes within Braintree, Witham, Halstead and Surrounding Areas within a 15 Mile Radius will be available for orders placed on the website from Monday to Saturday before 12:00pm for a small additional charge (delivery on working days only). Orders placed after 12:00pm on a Friday, Saturday or Sunday will be delivered Monday.
You can also select a convenient day to receive your delivery by choosing a named day delivery (delivery on working days only) via customer notes whilst placing the order or via our contact us section.
Working days are Monday- Saturday 9am-5pm inclusive, Excluding Sunday and Public Holidays.
If we are unable to deliver your parcel at the agreed time slot, an additional charge will be applied for the following day’s delivery unless collected from the shop. If we are unable to deliver at the second attempt the goods will be returned to the shop for you to collect.
Click & Collect from our Braintree branch
When your order is processed, we will call or e-mail* you to advise that your order is ready for collection. Your order will be held in branch for 7 days. If your order is not collected within the 7 days your order will be cancelled and refunded unless you have contacted us or the branch to let us know which day you will be able to arrange collection of your order.
Please wait for the Branch to contact you before visiting the branch to collect your order. Your branch will contact you via telephone or email when your order is ready – you do not need to contact the branch regarding the status of your Click & Collect order. If, for any reason your order is delayed or there is an issue – your branch will contact you as soon as possible.
*If you are placing an order for the branch, make sure you provide a telephone/mobile number to receive updates, otherwise your local branch will email you.
Returns: Faulty Products
Damaged Products – Contact us within 48 Hours
We are sorry to hear that your order has arrived in a damaged condition. As we are sure you will appreciate, this is most definitely not what we wish for our customers.
To enable us to resolve this for you as quickly as possible, please use the contact us section and provide the following information:
- An image of the damaged item for our investigations
- Images of any damaged packaging
- The online order number
- A description of the damage
- If you would prefer a replacement item (stock prevailing), or a refund
- Part number(s) (if applicable)
- What available collection dates are suitable for you
- Collection address
Once you have the information above please visit our contact us page
Faulty Products within 1 Year
We are sorry to hear that your product(s) have developed a fault. As we are sure you will appreciate, this is most definitely not what we wish for our customers.
If within 1 year of purchase you can return the product with your order confirmation and, provided the fault is not due to customer negligence, we will provide either a replacement product (if stock permits) or a full refund. Replacements and collections are provided at no extra cost to you. This does not affect your statutory rights.
To enable us to resolve this for you as quickly as possible, please use the contact us section and provide the following information:
- An image of the faulty goods for our investigations (if it is a visual fault)
- Part numbers (if applicable)
- The online order number
- A description of the fault
- If you would prefer a replacement item (stock prevailing) or refund
- What available collection dates are suitable for you
- Collection address
Once you have the information above please visit our contact us page
If a faulty item is deemed to be caused by negligence, no refund (Product, delivery charge, nor return postage) will be made.
Faulty Products from Click & Collect
We are sorry to hear that your product(s) have developed a fault. As we are sure you will appreciate, this is most definitely not what we wish for our customers.
If an item from your Click & Collect order has developed a fault within 1 year of purchasing, please contact your local branch (the selected branch for this particular order) and ask for a member of staff that deals with their Click & Collect orders and be prepared with the following information:
- Product description
- Part numbers (if applicable)
- The online order number and order date
- A description of the fault
- If you would prefer a replacement item (stock prevailing) or refund
- When the branch should expect you to bring the faulty product to the branch
If the faulty item is as described and the branch has the stock to issue you a replacement you will receive this on the day of returning your faulty product to branch. If the branch doesn’t have this in-stock at the time, they will order the item from our warehouse for you, this may take up to 7 working days for this to arrive in-branch. If you wish to receive a refund instead, the branch will contact us directly. We will then cancel and refund your order as per their request. Please allow up to 5 working days for the payment to appear back on the card used at checkout.
The staff in-branch will test the fault as you have described once they have the goods. If they test the item and deem the item to be non-faulty the member of staff will return the item to you – without replacement or refund.
Returns: Non Faulty Products
It is easy to return your unwanted goods within your 14-day‘ right to cancel’ period.
We can accept goods back if:
- The goods are in a resalable condition
- The goods have not been opened and are unused
Please contact us to request a copy of our returns form.
Once the goods are returned to our returns department, it will take 24-48 hours to process the return. Your refund will then be processed to the original payment method within 5-10 working days, or up to 48 hours if paid via PayPal.
Please ensure that the goods are suitably packed for collection, either in the original box or suitable packaging.
You will need to let our Customer Care Team know the following:
- What available collection dates are suitable for you
- The online order number
- The collection address
Once the goods are returned, it will take 24-48 hours to process the return. Your refund will then be processed to the original payment method within 3-5 working days, or 24-48 hours if paid via PayPal.
Order Cancellation
Home Delivery Cancellation
You can cancel your order at any time before it’s dispatched. Our pick-and-pack process is very quick, so it’s best to contact us here as soon as possible. Please visit our contact us page
If we can cancel your order before it leaves the branch, a full refund including delivery charges will be made to your original payment method within 7 working days of cancellation.
If it’s too late to cancel your order, you can still return the unused item using our non-faulty returns procedure.
Click & Collect Order Cancellation
We request that you contact your branch directly to cancel the order. The branch will then contact our department to confirm that no goods were exchanged – to proceed with cancelling the order.
A full refund will be made to your original payment method within 7 working days of cancellation.
