- Free Delivery
- Geographical Limitations
- Delivery methods and periods
- Delivery charges
- Delivery tracking
- Receipt and signature
- Additional deliveries
- Delivery problems UK
- EU and International Deliveries
1.1 In this policy we set out details of the delivery methods, periods and charges that apply to orders to the UK that are made through our website see Section 5 and 11 for EU and International deliveries.
1.2 Delivery will be made to the address specified by you during the order process on the web site.
1.3 For other company information, policies or terms and conditions please see the following:
- For returns, please see Returns and Refunds policy.
- For terms and conditions of sale, please see Terms and conditions of Sale (Consumer) or Terms and conditions of Sale for Trade.
2. Free Delivery
2.1 We offer free delivery to (consumer) customers for all mainland UK addresses on orders over £30 including VAT within 30 kg of weight.
2.2 We offer free delivery to (practitioners) our trade customers for all mainland UK addresses on orders over £40 including VAT within 30 kg weight.
2.3 All other orders will be subject to delivery charges as detailed in Section 5.
3. Geographical limitations
3.1 We will deliver to the following countries and territories: England, Scotland, Wales and Northern Ireland.
3.2 We may from time to time agree to deliver products to other countries and territories. We reserve the right to restrict deliveries in certain areas, and this includes the right to eliminate certain areas from our delivery schedule altogether. Please see section 5.3 for a list of countries we may deliver to and any restrictions, this list is subject to change.
4. Delivery methods and periods
4.1 The methods that we use to deliver our products, and the time periods within which delivery is usually completed is detailed in section 5 (outlined in Delivery Charges).
4.2 If you place your order by 1pm UK Time on a working day, the time periods indicated in section 5 run from the close of business on that day; if you place your order after 1pm UK TIME on a working day, or on a non-working day, these time periods run from close of business on the next following working day. (for example orders placed after 1pm on Fridays may not be despatched until the following Monday after 1pm(excludes Bank Holidays and Public Holidays)
4.3 The delivery period set out in this Section 4 and Section 5 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
4.4 We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.
5. Delivery charges
5.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us over the phone or email where applicable.
5.2 Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the size and weight of the products in your order.
5.3 Our delivery charges are as follows (please also see section 4.2 and 4.3 for further information on delivery times):
a. Orders under £30 in product value (general public) will be charged £3.50 postage (Royal Mail tracked).
b. Orders under £40 in product value (practitioners) will be charged £3.50 postage (Royal Mail tracked).
c. Individuals requiring courier service will be charged £5.50 (DPD 48 hour tracked).
6. Delivery tracking
6.1 Delivery tracking is available to the UK. For countries outside the UK please refer to section 5.3 to check if tracking is available.
6.2 To track your delivery, enter your tracking number which is provided in your order confirmation email into the delivery service provider’s website.
6.3 A valid email address and phone number is required for all orders. Returns due to insufficient detail or missed deliveries may be subject to a further delivery charge.
7. Receipt and signature
7.1 All deliveries must be received in person at the delivery address, and where applicable a signature must be provided.
7.2 Our delivery service provider will notify you in advance of attempting to make a delivery requiring signature.
7.3 For UK orders going via Royal Mail, customers will be provided a tracking number. The consumer should inform the customer service team of any undelivered packages within 5 working days.
7.4 For UK orders going via DPD where you will not be at the address in person or no-one is available to take your package in your absence, you will receive an email where you can select where the package can be left and also you will be required to accept liability for the delivery.
8. Additional deliveries
8.1 If an initial delivery attempt is unsuccessful, our delivery service provider will make at least 1 more attempt to deliver the products in your order.
9.1 If your products remain undelivered despite our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.
10. Delivery problems UK
10.1 If you experience any problem with a delivery, please contact our customer service team on 0333 7777 333.
10.2 If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even when the initial delivery was free of charge).
10.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:
- you provide the wrong address for delivery;
- there is a mistake in the address for delivery that was provided;
- the address for delivery is not reasonably accessible;
- the address for delivery cannot safely be accessed;
- if in-person receipt is not required, there is no easy and secure means of leaving the product at the address for delivery and there is no person available to accept delivery; or
- if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.
10.4 Adverse weather conditions or other events outside of our reasonable control may result in the occasional late or cancelled delivery, this may also induce late dispatch from the distribution centre. This is beyond our control and we will take no responsibility.
10.5 In the event that goods delivered to you are incomplete or include incorrect goods, you must notify us immediately and within 5 working days from delivery. Please see our returns policy.
10.6 In the event that you wish to return a product/s please see our returns policy.
10.7 In the event that you have received damaged or faulty products please see our returns policy.
11. EU and International Deliveries
11.1 We cannot accept responsibility for orders that are not delivered due to the country’s internal postal service, issues with customs, legal or regulatory issues.
11.2 You will be responsible for payment of any applicable import duties, taxes and other fees. We have no control over additional charges that may arise and we cannot predict their amount.
11.3 We will not be responsible if products are delayed or not delivered to you due to seizures under customs or other restrictions.
11.4 You must comply with all applicable laws and regulations of the country for which you have requested products to be sent to. We will not be liable or responsible if you break any laws or regulations.
11.5 In the event that goods delivered to you are either incomplete or include incorrect goods or are damaged or faulty please contact us on + 44 (0) 203 746 3283 between the hours of UK time 9-5pm Monday to Friday or email email@example.com. Please also refer to our Returns policy.