Delivery & Returns
Due to current issues with lack of drivers, some deliveries may be slightly delayed. We always despatch items as quickly as possible but Covid has put a huge strain on delivery companies. If you are in any doubt please message us before placing any order.
We only ship to England, Scotland and Wales. (Due to Brexit currently not N.Ireland)
We offer two methods of delivery, DPD for small / lightweight parcels and for the larger profiles Tuffnells.
- Delivery is free for any order 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)
Our standard next business day delivery cost is from £19.50 (EX VAT) .
No standard deliveries are made during the weekend but it is possible to pay for a Saturday AM delivery - with a price surcharge.
Tuffnells charge a surcharge to the following areas: Jersey, Guernsey, Scottish Highlands, Scottish Islands, Isle of Wight, Isle of Man, Scilly Isles, Northern Ireland, Inner London, Wales, Scotland, Cornwall etc.), which is included during the checkout process.
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 will be dispatched the following Monday.
- Northern Ireland and some parts of Scotland are three day services.
- We require a valid UK phone number to give to our couriers in case they need to contact you.
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 £8 (inc VAT).
If you mix smaller items on the website with larger profiles you will only be able to select Tuffnells as a courier.
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. We never ask for any private information apart from your name / address and we don't sell your details to any other company either. If you are unsure how to place an order via the website call us, we can talk you through it. It's really easy!
Collection of Goods
You are more than welcome to collect an order.
Collection hours are from 8.30 - 4pm WEEKDAYS ONLY (3pm Friday).
Your order should be available to collect an hour after you have placed it (larger orders may take longer).
PLEASE PLACE THE ORDER BEFORE YOU SET OFF.
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.
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, Tuffnells do not provide this option.
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 £45.00 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.
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.
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 will be issued with 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.