You may return new, unopened items within 10 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within two weeks of returning your package, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
UK shipping uses either Royal Mail or ParcelForce. Royal Mail is generally First Class Signed For and should arrive the next working day (depending on when your order was placed) Note that the MFD is sent by First Class Signed For mail.
For items longer than 61cm (i.e. beams and poles) we have to use the Standard Parcel service. This takes 3-7 working days for delivery. If you need things very quickly, telephone; we can try to help but faster services are more expensive.
We can ship to virtually any address in the world using Royal Mail's International tracked service. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full weight unit.
Item did not arrive?
The good news is that 99% of items arrive safely. If your item has not arrived it is usually the result of a delay rather than being lost in the post.
UK items are considered "lost" by Royal Mail after 15 working days from the date of postage. We will refund or resend after this time. If your item is taking a long while to arrive, here are some suggestions based on many years of experience:
Overseas items can take a long time to arrive. This time is not in our control. We will refund or replace after 20 working days from the date of postage.