Delivery information
How much is delivery?
Standard Delivery is £XX to the UK. Orders are despatched with one of our network of delivery partners. You will receive a despatch notification email with tracking details.
Where is my order?
To track your order, log into my account, click on 'view order' and you will be able to click the link and view the delivery status for each order line. If there is no link, it means your order has not yet shipped.
How long does shipping take, do you offer an express service?
Delivery times may vary, as all products are distributed directly from the manusfacturer to order.
Can I choose a specific day and time for my delivery?
You will recieve email and text confirmations from XXXX courier confirming the date and time slot for your delivery.
If you are ordering a Heatsail product XXXX will allocate time slots on the day of delivery. You can track, amend and request delivery to a safe place, using their app or website.
If you are ordering a Gloster product XXXX will allocate time slots on the day of delivery. You can track, amend and request delivery to a safe place, using their app or website.
Do you deliver to outside of the UK?
We do not currently deliver outside of the UK. We ship to the UK mainland, Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands and Islands.
Cancellations, returns, and refunds
Can I cancel my order?
Your order can be cancelled as long as it is not despatched.
How long will my refund take?
All card payment refunds will take XX working days to show in your account from the day it was issued.
How do I return my goods?
You can return an item to us within XX days from the day after your order was delivered for a full refund.
I have returned my goods, how long until I get a refund?
Once we have recieved your parcel, your goods will be passed onto our returns team to be processed and checked. Refunds are issued within X working days of receiving your parcel and can take up to X working days to show in your account.
Order queries and issues
Do you have any tracking details?
Once your order has been despatched, you will receive a despatch confirmation from X. You will also receive an email and/or a text form our suppliers chosen courier (Heatsail - XXXXX, Gloster - XXXX) to advise of your delivery date and time slot.
Can I make amendments after I have placed my order?
Unfortunately, once an order is placed we are unable to alter it. If you would like to cancel, please read the section on cancelling orders.
My product has arrived faulty, who do I contact?
Sorry to hear your order is not as expected, please contact our support team on 0XXXX XXXXXX, email support@XXXXXXX.co.uk
Payments, invoices, and promotions
How can I pay for my order?
We accept payment from PayPal, Credit and Debit cards as well as payment on account for approved customers.
I forgot to add my discount code/it did not work; can you apply the discount for me now?
Sorry, we are not able to retrospectively apply discount codes once an order has been placed.
Can I have a VAT invoice?
XXXXXX If you are a business customer you will be sent a copy of your invoice after your order has despatched. Other customers can request an invoice from our customer care team by clicking the contact link in the footer. XXXXXXXX
Repairs, upgrades and warranty
My product has stopped working/not working how it should?
Please contact our sales support team on XXXXX XXXXXX, email support@XXXXXX.co.uk, have your details at hand and they can help via phone and email.
How long will my repair take?
Your repair will take up to XX working days depending on the product/range If there are any issues with your repair, a member of the team will be in touch to discuss this with you.
My product is out of warranty, do you offer a chargeable repair service?
XXXX Please contact our sales team for more advice on this. XXXXX