HIPPING INFORMATION
We offer a selection of shipping services with DPD, Royal
Mail, and UPS depending on what you're ordering and what your delivery address
is. Shipping cost is based on weight, size, product, and delivery address. For
a up to date quote, put the order through the website.
Please note, under certain circumstances the shipping cost
might differ from what is shown at check-out, or we discover a service is not
available. If this is the case and it will affect your cost or delivery time,
we will contact you before proceeding with your order.
DPD
Please note the DPD Next Day option is NOT guaranteed. In
97% of cases it IS delivered the next working day, but on the odd occasion
there is a delay. DPD does NOT guarantee this service, and therefore, neither
can we. We can not be held responsible for any delay, and we can not guarantee
DPD will deliver the next day. The shipping cost will not be refunded if there
is a delay. We can guarantee you we will send it using the the Next Day
service, but once it has left our office, any delay is out of our hands.
But, by choosing the DPD NEXT DAY option you can follow
every step of your parcel's journey. You'll be notified via text and email and
will be given a delivery window. You can
watch where the driver and your parcel is on a real-time map, and, it will even
tell you your driver's name.
It also gives you the control to amend the delivery, with
"in-flight" options like:
select an alternative delivery date
opt for delivery to a nominated neighbour
have the parcel left in a safe place
collect the parcel from a local DPD Pickup Shop
upgrade to delivery before 12
When using this shipping option, enter your mobile number,
and you'll receive a text on the morning of delivery. And there is an added
bonus with this shipping option; in the unlikely event your parcel goes
missing, we will send a replacement faster - see the section below about
missing parcels.
SHIPPING TO NON-MAINLAND UK (IRELAND, SCOTTISH HIGHLANDS,
CHANNEL ISLANDS, ISLE OF MAN, ISLE OF WIGHT)
Shipping starts from £3.95, priced by weight.
The shopping cart will automatically calculate the shipping
cost when you check out. However, it is an estimate, and on rare occasions the
true shipping cost will be higher than this, if this is the case we will
contact you with the correct shipping cost before proceeding with your order.
SHIPPING OUTSIDE THE
UK
Shipping starts from £3.95,
priced by weight
Parcels are sent Tracked & Signed so will require a
signature on delivery. We do not ship to PO addresses.
The shopping cart will automatically calculate the shipping
cost when you check out. Please note - this is an estimate, and on rare
occasions the true shipping cost will be higher than this, if this is the case
we will contact you with the correct shipping cost before proceeding with your
order. Sometimes shipping costs changes to some countries, or some services are
no longer available to us, causing the cost to be different than what is set on
our site.
ORDERING FROM OUTSIDE THE EU?
For all deliveries outside of the EU, UK VAT will not be
charged. However, your order may be subject to local sales taxes and duties
upon arrival in your country, which are
levied at the time the package clears customs. Any additional charges are the
responsibility of the recipient. As customs policies vary widely from country
to country, we have no control over these charges, so you should contact your
local customs office for further information.
Refusal to pay the local import duties and taxes will result
in the goods either being:
destroyed by customs; or
goods being returned to sender at the cost of the consignee
(costs will be deducted from any refund owed).
If your order is being held by your local customs office,
you will be able to determine this from the information viewable through the
tracking process.
ORDERS LOST IN TRANSIT
Sometimes orders go missing. Sadly this is out of our
control and it is incredibly frustrating
for you as well as us. We have selected a small group of reliable shipping
suppliers to avoid this as much as possible. We do all we possibly can to
ensure you get what you have ordered, as quickly as possible.
Our DPD Next Day service is usually with you the next
working day (please note that DPD doesn't guarantee this, so sadly, neither can
we) after you place your order as long as your order is with us before our 12am
cut-off time.
Please note, once posted, we can only rely on the carrier to
get the parcel to you. This means that we simply can not guarantee delivery
dates - we wish we could, but as we have to rely on a third party to actually
get the parcel to you, it is out of our control. Most of the time there are no
problems, but occasionally there can be delays which we have no way of
avoiding.
Although we use all reasonable means to ensure that your
order is delivered within a specified time, we cannot accept any responsibility
for late deliveries due to circumstances outside of our control. We are not
able to refund delivery costs even for an upgraded delivery as the Next Day
option is not guaranteed. We will do our best to inform you of any delays we
are aware of.
If you want a speedier resolution in case your parcel goes
missing or is delayed, we strongly recommend you choose the Next Day Delivery -
we will the resend any missing items after only 7 working days.
Extra information
We do not ship orders on Saturday, Sunday, or Bank Holidays.
We do not ship to P.O Box or BFPO addresses.
Although we use all reasonable means to ensure that your
order is delivered within a specified time, we cannot accept any responsibility
for late deliveries due to circumstances outside of our control. We will do our
best to inform you of any delays we are aware of.
MY PARCEL HASN’T ARRIVED:
First of all, please ask your neighbours and local post
office if the parcel is with them, and check any "safe spaces" you
might have used in the past for parcel deliveries. We've had many cases where
the Royal Mail and couriers have delivered the parcel to a neighbour, or left
it in a safe spot, without leaving a card with the recipient.
If you paid for Next Day we can resend (or cancel and
refund) your order if the parcel has not arrived after 7 days. Please note that
on rare occasions a product you have ordered could have sold out since you
placed the order - if that happens and you don’t want to wait, we would be
happy to refund you.
If you choose any other shipping option we have to ask you
to wait 15 working days after shipping before we can send a replacement or
refund you. Royal Mail and couriers won’t class the parcel as missing until
then. You will also be asked to fill in a Lost Post form and return to Royal
Mail.
IMPORTANT:
You must inform us of missing parcels within 10 days of
placing your order or we will not be able to help you.
Please remember the law states we have 30 days to get your
order to you.
Please, help us help you.
Lost or delayed parcels are extremely frustrating for both
you and us. We do understand how annoying it is for you and we feel pretty
helpless. If you report a parcel as missing, we’ll start a claim as soon as the
carrier will accept it, as well as resend your order.
The claim form is fiddly, complicated and takes a long time
to complete, we have to dig out supplier invoices to send copies as we only get
back what we purchased the products for.
Now, this is where we need your help. If you end up with a
lost parcel and we resend it to you (or refund you), we will fill out a claim
form. Royal Mail might write to you asking if you ever received the parcel from
us - if you don’t respond to their letter within 7 days, they will consider the
parcel as delivered and will simply close our claim. Please, if you get a
letter, take the time to respond to Royal Mail. We know it is a hassle, and
wish there was an easier way.
DAMAGED GOODS
It is important you check your delivery as soon as it
arrives. If you receive a parcel that has been damaged, or the packaging has
been ripped or torn, take pictures and ask the delivery person to make a note
of the damage before you sign for the goods. Please send us the photograph
clearly showing the problem by email within 24 hours of delivery.
If you discover anything is damaged after the delivery
person has left, again, please take photos and email to sales@customtackle.co.uk
within 24 hours of receiving the goods.