Frequently asked questions
Ordering
Shipping & Delivery
We aim to dispatch all orders the next working day using a 24-hour delivery service to ensure fast and efficient shipping. Orders placed on Fridays will be dispatched the following Monday, as we do not dispatch over weekends.
All deliveries are handled by our third-party courier, DX. While we work closely with them to ensure reliable service, delays can occasionally occur due to factors beyond our control.
Please do not schedule any building work, book tradespeople, or begin your project until you have received and inspected your full order. We cannot be held responsible for any additional costs incurred due to delivery delays.
We do not offer compensation if you have taken time off work to receive your delivery and it has not arrived. For more information, please refer to the courier’s Terms & Conditions on the DX Delivery website.
If you would like your order to be left in a safe place, please contact our office prior to dispatch or contact DX directly to make alternative arrangements.
We appreciate your understanding and cooperation in ensuring a smooth delivery experience.
Once your order has been shipped, we'll send you a tracking number so you can monitor its progress on the DX website.
If you experience any issues, feel free to contact our customer support team:
☎ 01248 305530 📧 [email protected]Mainland UK: Usually delivered within 48-72 hours.
Other areas Delivery may take up to 96 hours, depending on location.
Once your order has been shipped, you will receive a tracking number to monitor its progress. Please note: We do not deliver orders ourselves; we use a third-party courier. While we work with trusted delivery partners, delays may occasionally occur due to weather conditions or other unforeseen circumstances. These delays are beyond our control, and we cannot be held responsible for them.
It is the customer's responsibility to track their shipment and ensure someone is available to receive the delivery.
Before signing for delivery, please inspect the item and packaging to ensure it is not damaged.
✔️ If the item is damaged, refuse the delivery and notify our customer service team immediately.
✔️ If you accept the delivery without reporting damage, we may not be able to process a claim.
For assistance, contact our customer service team:
☎ 01248 305530 📧 [email protected]Any shortfalls, missing items, or delivery issues must be reported to us within 24 hours of delivery. Failure to report issues within this timeframe may result in delays or the rejection of your claim.
For any further assistance, please contact our customer service team - we're happy to help!
If you refuse delivery of your order, you must notify us immediately by contacting our customer service team within 24 hours.
Failure to inform us of a refused delivery may result in additional return charges or complications with processing your refund.
Return policy
We are unable to offer refunds or exchanges for:
Products that have been cut to size, made to measure, or mixed to your individual requirements.
Items that are not suitable for return due to health or hygiene reasons, if the packaging has been opened after delivery or collection.
Perishable products that deteriorate quickly, such as plants or turf, unless they are faulty or incorrectly delivered.
This policy does not affect your statutory consumer rights. If your item is faulty or incorrectly supplied, please contact our customer support team for assistance.
Important: Signing for the delivery confirms that the item was received in satisfactory condition. Every delivery driver has an option on their device to report damaged or unsatisfactory items.
If you are unable to return items yourself, we can arrange a collection for you. Please note:
- Collection for heavy or bulky items may take up to one week to arrange.
- Collection fees will apply unless the item is being returned due to:
- Verified quality-related issues.
- Damage reported within the required timeframe.
- Before returning any product, the customer must take clear photographs of the goods in the condition they are being returned.
- These photos must be emailed to [email protected] before the goods are sent back.
- This step is mandatory to document the condition of the goods before transit and to avoid additional charges for damage during return shipping.
To report a delivery issue, damaged item, or initiate a return, please contact our customer service team:
☎ 01248 305530 📧 [email protected]Please include your order details and any supporting evidence (if applicable).
Other questions
Testing FAQs
How can I cancel an order?
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Can I add a gift note?
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Shipping
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Can I track my order?
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Do you ship internationally?
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Returns & exchanges
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Products, size, & care
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Retail
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Other questions
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