Shipping Cost and Delivery Information | The Order UK

Delivery

If you live in the UK outside the mainland, or when access to the property is not straight forward, we may still be able to deliver, however an additional delivery charge can apply. Again please contact us for further information.

The delivery is normally in the standard working week - Monday to Friday.

Next day delivery is usually on the next working day i.e. Monday to Friday with bank/public holidays excepted, provided the order is placed before 12pm. If you are outside this time please call and we may be able to deliver the item(s) the following working day. When a product is ordered on a weekend day or a bank/public holiday the next day delivery will be on the second working day after the off period e.g. a order placed at a weekend (Saturday or Sunday), will be arranged for delivery on the Tuesday following the Sunday.

Deliveries are carried out by our transport, via independent carriers or by the manufacturers themselves. Some orders may be delivered in more than one drop.

Whilst we make every reasonable effort to deliver promptly and within the expected time frame, there may be situations beyond our control which we cannot be held responsible or accept liability for. These can include, but not limited to, traffic problems, manufacturer's sudden stock shortages, or manufacturing delays. We will make every effort to keep you informed as soon as we are made aware of them.

WE STRONGLY ADVISE THAT YOU DO NOT BOOK PLUMBERS OR CONTRACTORS UNTIL YOUR GOODS HAVE ARRIVED AND HAVE BEEN CHECKED, WE ARE NOT LIABLE FOR ANY PLUMBERS OR CONTRACTORS COSTS, CONSEQUENTIAL LOSS OR COMPENSATION IN ANY WAY.

An additional charge may apply:

Scottish Highlands and Islands including postcodes beginning with AB31 to AB56, HS, IV, KA27, KA28, KW, PH, PA, ZE

Off Shore including Republic of Ireland, Northern Ireland (BT postcodes), Channel Islands (JE & GY)

Access

We reserve the right to refuse delivery if you have not informed us about any conditions that may affect the delivery access e.g. a flight of stairs, or, when the delivery company arrives they determine it is unsafe to make the delivery. You will have the choice of leaving the products on the ground floor\in the property, or the products will be taken away and any failed delivery charges that occur from the delivery company will be passed on to you.

Checking Items on Arrival

We very strongly recommend on delivery where possible that you thoroughly inspect the goods before signing the delivery acceptance slip.

In the unlikely event of obvious damage occurring on the delivery journey, please write ‘DAMAGED’ and make a note of the problem on the delivery slip. Please note, although we send products out in prime condition, with the best will in the world some boxes can arrive looking creased etc. This does not mean the product inside is damaged. Please accept the package and open carefully to check the product and follow the procedure below.

If inspection is not possible before signing for the items, please write ‘UNCHECKED’ on the delivery slip and accept the goods.

Within 7 days of receiving the order you agree to examine the order by opening all the boxes and thoroughly examining all the items on the delivery before any installation/fitting take place, and notify us of any damages, faults, shortages or errors in the order to us immediately. Depending on the issue we may ask you to confirm the information to us in writing and ask for a photo of the faulty or damaged item. We will then take the best course of action to resolve the issue as soon as we can for you. This may involve just sending the relevant part, getting an engineer to fix the problem or replacing the whole item as necessary.

We cannot refund or exchange any items which are signed for, have not have been reported as damaged within 7 working days of delivery and then subsequently reported as damaged after this period. Such damage, which could be seen on a reasonable initial inspection, for example and not exclusively, dented or scratched exterior panels, will not be accepted. This does not relate to any fault found later that could not be seen easily on a reasonable initial inspection.

If someone else is signing for the goods on your behalf, you agree to advise them that the goods must be checked and you accept full responsibility for any loss or damage if they sign on your behalf and fail to check.

This does not affect your statutory rights.

Installation - Sinks + Taps Only

The prices quoted are for purchase and delivery of products and do not include any installation or fitting services.

We cannot accept liability for damages or errors if goods have been fitted / used.

We recommend that you do not arrange dates for any installers / fitters or remove/discard any old kitchen sink equipment until the NEW items have arrived and been checked for damages. We cannot accept responsibility or liability for any damages, faults, shortages or errors that are not reported with the first 7 days, and upon arrival of the installer /fitter, the product is found to have either damage, faults, shortages or error.

Please note dimensions specified are with a tolerance and depending on the products may be subject to variations. For example, due to the firing process on ceramic sinks, the dimensions of ceramic sinks can have a variation of +/- 3%. We always recommend that you wait for your sink to arrive before making any cut-outs in your work top or cabinetry.

Item is damaged on delivery

If you have received an item that is damaged please report this to us within 48 hours. When you contact us please have to hand your order reference number. We will then arrange to collect the damaged item and send out a replacement as soon as the damaged item is received at our warehouse. As a general guide, you should have the replacement within 3 days of the return of the damaged item arriving with us.

 

Cancellations

Please ensure that you are ordering precisely what you require to avoid any unnecessary expense later. If you are unsure please get in touch and we will be happy to help you.

As standard you can cancel your order at any time from point of ordering up to the delivery date, and then you can return item(s) within 7 working days from the date of receiving the goods, without giving a reason.

Any goods made specifically for you, or to your specification cannot be returned if you have made an error or ordered incorrectly.

If you wish to return an item to us please see the returns section below for details of how to do this.

 

Returns Information

Item no longer required

If you are not satisfied with your purchase for any reason, you have the right to cancel your order within 7 working days from date of delivery. To exercise your right of cancellation you must give written notice by e-mail, giving details of goods ordered and the delivery details.

If you have received an item that you no longer require you are able to return it to us within 7 days. The item must be unused and in its original packaging and must be in a resalable condition. We reserve the right not to accept any products where the packaging is damaged or defaced and therefore unsuitable for resale. Please complete the form on the contact us page to inform us that you wish to return an item, ensuring you quote your order reference number and contact details. The collection charge for ceramic/fragranite/tectonite/granite and large copper/stainless steel sinks is £50.00 Collection for smaller stainless steel sinks/copper basins/sinks accessories and taps is £12.50 if you require us to pick up the item. This cost covers the return of the item from your address to our warehouse, admin, inspection and reboxing/repacking the item, this must be paid prior to any collection being processed. We will refund your money on orders within 10 days of cancellation less any delivery cost. We do not accept returns after 7 days.

You can of course return the item back to us yourself. Should you decide to return goods yourself this way this is done entirely at your own risk, and you should always ensure that you obtain proof of postage / delivery for your reference. Please complete the form on the contact us page and you will receive an email back with details on how to do this. If the item(s) is/are returned within 7 days of delivery you will be refunded in full providing the item is in it's original packaging. Once your item is returned to our warehouse it will be checked and then a credit issued back to your credit/debit card within 10 working days.

If the item is returned within 7 days we will charge a £9.99 admin fee for the processing of the return and the card transaction costs in refunding your card. All refunds take approximately 7 days to go back on to your card.

 

Exchange

Should you wish to exchange a tap for a different finish or different style please call us on 01380 270 010 and we can arrange a collection and exchange. Any additional costs or refunds in terms of delivery or a different model or finish can be paid for by phone with one of our specialist team members. The returned item must be undamaged, in it's original packaging and in a resalable condition. Please contact us within 48 hours of receiving the item.