Delivery Information

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We are Operational

these are the recent changes to the way we deliver worktops.

The safety of our customers and colleagues is our highest priority, and due to the latest health warnings surrounding COVID-19 we have made some important changes to the way our deliveries are made.

Some of the safety steps we and our colleagues and couriers have taken include:

All delivery drivers are to deliver KERBSIDE only to the nearest access point. This will mean for your safety and the drivers safety you will have to arrange assistance for the worktops to be off-loaded from the vehicle on the day of delivery. This means you will need more than 1 person to off load your worktops from the vehicle. The driver will open the doors or curtains to the vehicle and unstrap the worktops ready for unloading. The driver will not enter your property and stay at a safe distance away following the advice from the governments social distancing guidelines.

We know these changes can cause problems with some customers but safety is paramount. Please call us if your delivery date is not suitable as normally in most cases we can change it to a more suitable date.

All drivers and staff are reminded to maintain the highest hygiene standards at all times.

Our website and email is available 24/7.

Deliveries are made between the hours of 7am and 6pm and the driver will contact you up to an hour before arrival.
Our office hours are between 830am to 5pm Monday through to Friday and 830 to 1pm on Saturdays. Please call us with any questions you may have.

We are in contact everyday with our suppliers and couriers if there are any changes we will update this notice promptly.

Our deliveries are carried out by a specialist worktop courier and all products are handled with care from the warehouse right through to delivery completion.

We are dedicated to ensure that your kitchen worktops arrive to you in perfect condition and on time.

We are able to deliver most items within 2-5 days UK mainland and some parts of Northern Island. Please be aware there are some parts of Scotland, Channel Islands and Northern Ireland that we cannot deliver to. With this in mind it is advisable to give us a call before proceeding with your online order so we can check delivery days for you.

Delivery dates are always confirmed with the customer via email or over the phone prior to delivery. Upon check-out the customer can select a preferred delivery date. We will endeavour to deliver the goods on the date selected or as close to this date as we can. If the delivery date selected on check-out is not achievable we will be in contact to agree an alternative date.

Avoid Disappointment

To avoid disappointment we strongly advise all clients against booking of tradesmen for installations or removal of existing fixtures and fittings until goods have been received in a satisfactory condition, as due to circumstances out of our control such as traffic accidents and breakdowns to damaged items in transit etc do occur and will delay your delivery. We can not and will not take any responsibility for delays caused by incidents out of our control.

OTHER IMPORTANT DELIVERY INFORMATION YOU NEED TO KNOW

SIGNING FOR YOUR DELIVERY UNCHECKED
If goods are signed for as “unchecked” on delivery no claim can be entered into damages or missing items, however we understand in some circumstances items cannot be checked for damages immediately so we allow 72hrs from the time of delivery to report any damage, returned items must be in the condition you received them along with the packaging and leaflet.

If you wish to return any goods you must ensure that they are packaged adequately to protect against damage. If you have opened any boxes or plastic wrapping to examine the product we recommend that you take care with the packaging and try not to damage it as it is specifically designed for the product. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we reserve the right to charge accordingly for any diminished value up to the full price. Customer returns must be agreed by both parties before the goods are returned. The customer must pay all costs involved in transporting the goods back to the warehouse from which they were dispatched, details of which will be on your delivery note, or provided or by us by email, or to our business premises kitchen Worktops Online, Unit 1 , Dencora Business Centre, 39 White House Rd Ipswich IP1 5LU. The goods must be insured whilst in transit for their full value.

Any refunds for returned items will be processed within 14 days from the date when the items are returned to our warehouse. Refunds can only be placed back on to the card you have paid with.

The right of cancellation outlined above applies to consumers only and not to anyone ordering goods in the course of a trade or business.

For all cancelled orders that have been delivered or attempted delivery and are returned undamaged will be refunded in full minus the delivery charge as the delivery of goods to you is an optional separate service.

DELIVERY SERVICE
It is the responsibility of you the customer to notify us if there is inadequate turning or parking. Due to insurance guidelines and health and safety regulations all deliveries are made to the nearest KERBSIDE ground floor access point to the delivery address. If we find that we cannot gain access to the delivery address or park within a safe and practical distance, a failed delivery charge of £39.00 inc vat will be applied to the customer.

Due to circumstances out of our control such as traffic accidents and breakdowns to damaged items in transit etc do occur and will delay your delivery. We cannot take any responsibility for delays caused by incidents out of our control.

It is the responsibility of you the customer to notify us if there is inadequate access, turning or parking for the delivery vehicle as this will likely be a 40ft lorry delivering the goods.

Deliveries are made by one person only it is the responsibility of you the customer to ensure that you have arranged assistance to help with the unloading of the goods from the vehicle as the driver is not insured beyond kerbside delivery point. Due to the nature of these products they are heavy items and require more than 1 person to lift safely.

A responsible person will be required to sign for and inspect the goods on arrival. Goods will not be left without a signature. If goods are signed for as “unchecked” no claim can be entered into damages or missing items, however we understand in some circumstances items cannot be checked for damages immediately so we allow 72hrs from the time of delivery to report any damage, returned items must be in the condition you received them along with the packaging and leaflet.

No liability can be accepted for costs or losses caused by delayed deliveries. Although we always aim to deliver the goods within the agreed time frame, occasionally due to matters beyond our control deliveries can take longer than anticipated.
No liability can be accepted for costs or losses caused by the driver entering your premises as the delivery driver has no insurance beyond kerbside delivery.
If the delivery driver turns up to the delivery address and there is inadequate assistance to off-load the goods they will be returned to the depot from which they were dispatched.

FAILED DELIVERY
If a delivery is made to an address and no one is available to accept delivery or help with unloading (at least 2 able persons), the delivery charge will still be applicable. Re-delivery to the address or to an alternative address supplied by the customer, is an additional charge of £39 inc vat.

DELIVERY PRICES
Initial delivery is charged at £39.00 inc vat per complete order for worktops & £7.00 inc vat for accessories.

If a failed delivery occurs, delivery charge still applies and an additional delivery charge of £39.00 inc vat is charged to the customer for re-delivery.

If for any reason you need to change your order before your delivery date, we will do our best to help. Please give us a minimum of 24hrs notice before your delivery date. We will endeavour to meet your needs but in some cases this may not be possible due to circumstances outside our control.