Important Information

Your Guide to a Smooth Transaction

Your Delivery

5 simple questions to enable a trouble-free delivery:

  1. Do the roads leading to your property have any weight or height limitations?
  2. Would a vehicle the size of a fire engine have difficulty accessing the roads leading to your property?
  3. Are there any low bridges or overhanging trees or cables?
  4. Is there a time restriction for waiting outside your property?
  5. Are there any problems with a kerbside only delivery?

If the answer is yes to any of the above, please contact our Customer Service Team on 0345 4508932 as soon as you can.

Your Communication

7 Point Communication for your peace of mind:

  1. E-mail - Order Acknowledgement: This will include your personal order reference and a link to arrange your preferred delivery date. Timing: Immediately upon receipt of order.
  2. E-mail - Delivery Date Prompt: This will only follow if you have not already selected a preferred delivery date. Timing: 24 hours from receipt of order.
  3. E-mail - Preferred Delivery Date Confirmed: This will include your personal order reference and a link to track your personal order. Timing: Immediately upon preferred delivery date confirmation.
  4. E-mail - Estimated Time of Arrival (AM / PM)*: This will include your personal order reference and a link to track your personal order. Timing: 8pm on evening prior to delivery date.
  5. E-mail & Text - Vehicle Departed Notification*: This will include your personal order reference and a link to track your delivery progress with a live estimated time of arrival. Timing: Immediately upon our driver departing our distribution centre to deliver your order.
  6. Call - Driver on Route Call*: Your scheduled driver will call you ahead of delivery. Timing: Estimated 30 mins prior to delivery.
  7. E-mail - Customer Satisfaction Survey: Following your delivery, we’d be grateful if you could take a minute to complete our survey to help us continue to improve our service.

*On occasion we may use a third-party courier for delivery, which would be for smaller items only. Please note this may affect where indicated.

Throughout the 7 Point Communications, please remember our Customer Service Team are always here to help you on 0345 4508932.

Your Product

4 simple steps to ensure your product is fit for installation:

  1. Please do not open any packaging with sharp implements as this may damage your item.
  2. Please ensure that you thoroughly check all items before any fitting/installation starts.
  3. When inspecting items for any damage or defects on delivery, please be aware that there may be a protective film that may need removing, as this can sometimes give the impression of a scratch when it is in fact the film.
  4. Please DO NOT remove any existing fittings, or book any professional trades people, until your goods have been received and checked. Whilst we endeavour to meet all agreed dates and times, this cannot be guaranteed, as unforeseen circumstances may affect our ability to achieve this.

Please remember our Customer Service Team are always here to help you on 0345 4508932.