Delivery & Returns

We offer three methods of delivery, DPD for small / lightweight parcels. For larger items (ugly freight) we use DX Freight. We also offer a fixed rate pallet delivery on certain items.

We only ship to England, Scotland and Wales. We do not ship to Northern Ireland or The Republic of Ireland. 

• Delivery is free for non pallet orders over £125 (EX VAT)
• ** There may still be a payable surcharge for delivery to your area if you are in some areas of the UK which we wouldn't pay. **
• Cut off for same day despatch is 1pm (weekdays only).
• No standard deliveries are made during the weekend but it is possible to pay extra for a Saturday AM delivery, at extra cost.

Our standard next business day delivery cost is from £19.50 (EX VAT) .
Delivery to most parts of Scotland is a three day service.

The surcharge areas are: Jersey, Guernsey, Scottish Highlands, Scottish Islands, Isle of Wight, Isle of Man, Scilly Isles, Inner London, Wales, Scotland, Cornwall

This fee is high due to the length of all our items, being over 2m they are classed as 'ugly freight' by most couriers.

• You may be asked to sign for your item before a courier leaves it.
• Weekend orders (after 1pm Friday) will be dispatched the following Monday.
• We require a valid UK phone number to give to our couriers in case they need to contact you.

Scotland

If you live in Scotland please consider the cost and delivery time before placing an order. We realise costs are high and delivery is not next day. We are powerless to change that, the combination of difficult to ship freight and large distance is something that a lot of couriers do not want to deal with.

DPD 2 Day Small Parcel Service

For smaller items on our website we use DPD. This is a two / three business day service, which costs £6.50 (EX VAT).

You can mix smaller items with larger items on the website but when you get to checkout you will be charged for the larger items.

Pallet Delivery

Heavy / Delicate items are shipped on a standard pallet. This is a fixed rate (it will never be free). As expected, it is expensive if you are buying a single unit, however if you fill the pallet it is cost effective. You can also bundle other items on the same pallet at no extra cost. 

Collection Only Items

Some very large / heavy or fragile items are collect only. You purchase them in the same way - you will be not charged for shipping. We then expect you to collect the goods at your own cost. We may charge for any collection items that are bought but require extra time to be packed because a courier is sent in to collect them.

Collection of Goods

We offer a click and collect service for all our goods.

• Collection hours are from 8.30 - 4pm WEEKDAYS ONLY (3.30pm Friday).

• Your order should be available to collect an hour after you have placed it (larger orders may take longer).
• You'll get an email to tell you when your items are picked and ready to collect
• PLEASE PLACE THE ORDER BEFORE YOU SET OFF.

Can I place an order over the phone? 

We do not take orders over the phone, this is simply because it is quicker and safer for you to do it via the website. The website does not ask / store We never ask for any private information apart from your name / address and we don't sell your details to any other company. If you are unsure how to place an order via the website call us, we can talk you through it. It's really easy! 

Minimum Order Value

This is currently set to £8 EX VAT & EX Shipping on orders that are delivered.

It is not cost effective for us to process any orders under this value.

There is no minimum order value on orders that are collected from Profilestore.

Tracking Orders

Once we have dispatched your order you will be emailed a courier tracking link. This will enable you to view the progress of the courier delivering the products to you.

This link is also visible in your account section once you have signed in.

DPD will also message you on the morning of delivery to confirm a one hour delivery time.

Right to Cancel

You have 14 days from date of receipt to change your mind about your purchase. Products returned must be of a saleable quality and free from defects.

You are required to send the items back at your own cost.

If you are struggling to find a courier to return items, we do offer a collection service for any items you wish to return, this starts at £35.00 EX VAT - larger orders may cost more.

Unwanted items that are returned will be charged with a 40% restocking fee.

No returns outside this period will be accepted. You will also be expected to return the items within an agreed time period, usually 14 days.

Damaged Goods

In the unlikely event of your goods being damaged in transit, please telephone us on 0330 024 5230 or email us as soon as you notice the problem.

Ideally mark the delivery as damaged with the courier and have them returned straight to us. We would expect to hear from you within 7 days of signing for the items to confirm any damage. 

Returning Goods

If you would like to return any items outside of the 14 day cooling off period  please telephone us 0330 024 5230 or email us to obtain a returns number.

Unwanted items that are returned will be charged with a 40% restocking fee. They must be sent back in perfect condition and you will require a returns number before anything can be returned. We are not liable to cover any costs incurred during this process. 
We will also charge a restocking fee (40%) for any order that is part returned (I.E some of the order is used or not wanted). This policy is only valid for 30 days after the order is placed. We would not accept returns back outside of this period. 

Refunds

Refunds will be issued within seven days of receipt of the products back to us. We are not able to refund the cost of returning products to us if the item is not faulty.