FAQs

We accept all major credit and debit cards securely via PayPal through our online store.  Payments can also be made in store or via Bank Transfer.  Should this be your preferred method simply contact us for details.

You are most welcome to collect your order should you so wish.  Please select collection at checkout and we will be in touch to advise when your order is ready.

We aim to service London and the Home Counties on our own transport, this minimises the risk of damages and allows us to provide our personalised service from start to finish.  Occasionally we will use a trusted courier, either via standard or pallet delivery, to send the goods to you.  The courier will update you on delivery times directly.  Your delivery may also come directly from our supplier or the manufacturer, we will be in touch if this is the case.

Deliveries are made to the outside of your property, as close as possible to the front door.  Pallet deliveries are kerbside.  Please ensure you have sufficient help to inspect and carry in your items.  We reserve the right to charge a redelivery fee reflective of any additional costs we incur if you are not present to receive a delivery that has been scheduled or confirmed.  Disposal of any delivery packaging is the responsibility of the recipient.  

Should there be any access restrictions please note these on the order notes section of checkout, or contact our team via email, telephone or live chat with your order number and the access details.  

We strongly recommend that you do not book tradespeople until your order has arrived and been checked.  Whilst the vast majority of deliveries are prompt and accurate, we are unable to compensate you for costs resulting from any delivery delays.  In the event of the goods taking longer to be delivered than the quoted timescale, we will contact you.

Once your delivery arrives it is imperative to check the delivery in full as soon as possible.  Please check the goods against your delivery note and your order confirmation to ensure you’ve received the correct items in the correct quantities.  Please inspect the goods to check there are no damages to the products themselves.  In the event of any damages or missing items, please notify us within 48 hours.

Unwanted items can be returned to us within 30 days of the delivery date for a refund, less the original delivery charge.  A collection charge may be applied should you wish for us to schedule the collection, you will find details on this below.

All items must be unused, in their original packaging and suitable for resale, the box must not be marked or damaged.  When returning, please ensure nothing is written or stuck on the product box itself.  Please note we cannot accept returns for items that have been used, installed or made-to-order.  We will contact you to confirm any made-to-order items prior to processing the order.

Should you be within a 15 mile radius we will schedule collection of your return free of charge.  Outside of this a collection fee will apply for unwanted items.  Alternatively you are welcome to send items back to us via your own method, we recommend this is a tracked and insured service as we are unable to take responsibility for any damages incurred during return to us.  Please contact us via email or live chat to arrange a return before sending any items back.  Please retain the original outer packaging and/or pallet for return to us.

This returns policy applies to unwanted, as-new items returned within 30 days. If you have received a damaged item or if your item has a manufacturing fault before or after use, please see ‘Damaged & Faulty Items’ below.

Should you believe an item is faulty please contact us via email or live chat.  Please attach any photos or videos of the fault to assist us with finding a solution.  Please do not uninstall any item you believe to be faulty before speaking with our team, It may be a simple issue we, or the manufacturer can assist with.  Installation costs cannot be compensated for.  

We reserve our right, where necessary, to collect and arrange for the item to be tested to ascertain the cause of a reported fault, please allow up to 28 days for this process.  If required we can often supply a chargeable replacement, refunded upon confirmation of the original fault.  Should the original item be tested and found to not be faulty, the replacement will be subject to our returns policy as detailed above.