Before you refuse the delivery, we ask that you check inside the box to establish if the item itself has been damaged. The packaging is simply used to protect the item whilst in transit. Due to the weight of some parcels and the distance travelled through many courier depot’s, we cannot guarantee that the external packaging will not be marked on arrival.
If you find the contents to be spoilt, please sign for the goods as “damaged”, DO NOT REFUSE THE GOODS.
Note: Collection charges will apply if delivery is refused and the product (not the packaging) is not faulty/damaged (following verification at the service centre).
You must contact us with images of any damage to the item and the packaging to us within 24hrs of receipt so that any problems can be rectified immediately, this is the timeframe that enables us to claim from the couriers insurance. Outside of this timeframe we are unable to claim from the couriers insurance.
To report damage, vie contact us page, email: firstname.lastname@example.org or phone 02034755588. Office hours: 9am to 5pm Monday to Friday (excluding public holidays).
We aim to respond to your enquiry in the quickest possible timeframe.
All products/parts that arrive which have been damaged in transit will be replaced ‘like for like’ free of charge in the quickest possible timeframe. For wooden items damaged in transit we will replace the damaged parts only and not the complete carton. This prevents the likelihood of the whole carton getting damaged for the second time. Replacement parts are packed individually and securely for transit.
If we are not able to replace the damaged parts within 7 working days, a collection will be arranged for full refund.
We appreciate that all items that are delivered are not necessarily purchased for immediate use. To avoid disappointment on opening we would ask that all your parcels are checked thoroughly on arrival.