Delivery
Delivery and returns policies
If you order a pallet and additional products, please be aware that we may combine these items into as few deliveries as possible. You may receive your additional products along with the pallet, or they may be sent separately, if they are able to fit on to the pallet, and are applicable the £8 freight charge will be refunded.
If you have any queries about our delivery charges, please email [email protected].
Courier deliveries
COVID-19/Coronavirus update: Changes to delivery procedure in relation to signing for and receiving items in the UK
In order to protect both our people and customers as much as possible, we will not be handing over our hand-held devices to customers to capture electronic signatures. Our drivers will instead log the first and last name of the person accepting the item and we will record the geolocation of the delivery. This will apply to all deliveries that normally require a signature.
If recipients are unable to come to the door or are self-isolating, we will leave in a safe place as directed by the customer
UK service guarantee
Due to the current situation, there are significant impacts on our ability to maintain all our usual service levels. Due to COVID-19 we cannot guarantee next day delivery for pallet orders and customers are currently receiving their goods within 5 days (excluding Saturdays). Unfortunately we are unable to offer a Saturday delivery option at this time. We apologise for any inconvenience this may cause, and are working hard to fulfil the orders as quickly as possible.
Courier standard terms
Deliveries on individual and multiple bags of all of our products are made by Parcelforce or DPD
Spend over £20 (inc. VAT) on these products to get free delivery.*
Orders placed before midnight Monday to Thursday will be processed overnight and shipped out the following working day.
Orders placed on Friday and over the weekend before midnight on Sunday will be processed and shipped out on Monday (Or on the following working day on a bank holiday)
Customers will have the additional option to either leave the delivery with a neighbour, pick up from a local collection point, or leave in a safe place.
*Delivery to zone 1 UK mainland postcodes only, deliveries to postcodes in zones 2 and 3 and the Isle of Wight are subject to surcharges as detailed below.
Surcharges
Zone 1: All other UK mainland post codes
Zone 2: Postcodes AB30-31, AB33-38, Ab41-45, AB51-56, AB63, DD8-10, FK8, FK17-21, IV, HS, KA27-28, KW, PA20-49, PA60-80, PH10-11, PH13-14, PH17-26, PH30-44, PH49-50, TD15 2, TR21-25, ZE
Zone 3: Northern Ireland and Isle of Man. Postcodes BT and IM.
| Area | Order value over £20 | Order value under £20 |
| Zone 1 – 7 Days Mon-Fri | Free | £8 |
| Zone 2 – 7 Working Days | £20 | £20 |
| Zone 3 7 Days Mon-Fri | £30 | £30 |
| Zone 1 Sat | Not available | Not available |
| Zone 2 Sat | Not available | Not available |
| Zone 3 Sat | Not available | Not available |
| Isle of Wight – 7 Days Mon-Fri | £10 | £10 |
| Isle of Wight Sat | Not available | Not available |
Pallet deliveries
All of our pallet deliveries are made by Palletline.
If you are a trade customer and have a query about your delivery please contact [email protected]
For web orders please contact [email protected]
All pallet orders will get free delivery (up to 5 days).*
Orders placed before midnight Monday to Thursday will be processed overnight and shipped out the following working day.
Orders placed on Friday and over the weekend before midnight on Sunday will be processed and shipped out on Monday (Tuesday if it is a bank holiday)
You will receive a text to indicate the day of delivery to the mobile number provided, this is subject to change during periods of high demand.
Please note that this is a kerbside pallet delivery. The drivers will deliver the pallet to the nearest vehicular access of your property. We are unfortunately unable to collect pallets.
Pallet deliveries are made between 9am and 5pm. If, on the day of arrival, you would like to know your delivery window, please ring the office on 01366 501485 and we can advise you. Please note that we are unfortunately unable to alter delivery times.
For all pallet deliveries, please indicate any delivery restrictions during the checkout process, for example, if you live down a narrow road or on a steep hill. Palletline will deliver to residential addresses using small vehicles, so access will be required for a box or Luton style van.
*Delivery to zone 1 UK mainland postcodes only, deliveries to postcodes in zones 2 and 3 and the Isle of Wight are subject to surcharges as detailed below.
SurchargesZone 1: All other UK mainland post codes Zone 2: Postcodes AB10-16, 21-25, 30-39, 41-45, 51-56, EH, FK1-7, 9-14, G1-15, 20-23, 31-34, 40-46, 51-53, 58, 60-62, 64-79, 81-82,KY, ML, PA1-19 , PL, TQ TR1, 3-20, 26-27, 93 Zone 3: Postcodes DD, DG, FK8, 15-21, G63, 83-84, IV1-21, 23-28, 30-32, 36, 63, KA1-26, 29-30, KW1-3, 5-14, TD, PA21-38, PH1-26, 30-41, 49-50, 52-54, PO30-31, 33-41 Zone 4: Off Shore All Ireland, isle of Man, Jersey & Guernsey, Outer Hebrides Orkney Islands.
| Area | All pallet orders (per pallet) |
| Zone 1 – 7 Working Days Mon-Fri | Free |
| Zone 2 Up to – 7 Working Days | £25 |
| Zone 3 Up to – 7 Working Days | £45 |
| Zone 4 Up to – 7 Working Days | Not available |
| Zone 1 Next Day | Not available |
| Zone 2 Next Day | Not available |
| Zone 3 Next Day | Not available |
| Zone 4 Next Day | Not available |
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