Frequently Asked Questions

Checking and Signing for Orders

All orders should be signed for. If you are unable to sign for your delivery yourself you can arrange with us for a neighbour to take delivery of your order. Alternatively you can advise us of a safe place where your order can be left or we will attempt to find a safe place if none is specified, although we cannot take responsibility for any shortages or obvious damages.

Please ensure that you always check the number of packages that you are signing for. If for any reason there is an incorrect number of packages or any package appears damaged you should note this on the signature panel and advise us as soon as possible so that we can take the appropriate steps to quickly rectify the issue. Please note that once goods have been signed for as being received ‘complete and in good condition’, claims for damages or shortages are not covered by the carrier’s insurance company.

Signing for goods as ‘unchecked’ makes any subsequent claims inadmissible, so please check the number of packages carefully and look for any obvious signs of any damage, noting any issues on the signature panel. Although the delivery drivers are busy they are contractually obliged to wait whilst you check your delivery.

Checking for Damages

Please check your order for damages as soon as possible and in any event within 48 hours. Please note that we cannot be held responsible for any damaged goods where we have not been notified within 48 hours of goods being received.

If you ask for your order to be left in a safe position or if we attempted delivery and had to leave the goods in a safe place as you were not in, we cannot take responsibility for any shortages or obvious damages if goods have not been signed for.

What if I Cannot Wait In all Day?

When placing your order and checking out, on ‘Notes’ section of the Basket review page you can request that your goods be left in a safe location – just tell us where to leave the order. If nobody is available to sign for the delivery we will then attempt to leave the goods in the safe location that you have specified or we will attempt to find a safe location. Please note however that we cannot take responsibility for any shortages or obvious damages if goods have not been signed for.

Please note that deliveries made by DPD (these are generally small orders with no pipe or bulky products) cannot be left in a safe location. You will be advised which carrier will be delivering your order by email at the point of dispatch.