Shipping & Delivery
We pride ourselves on our fast and efficient dispatch of orders, which is one of many factors that have enabled us to build and maintain a loyal, happy customer base. If goods are required for UK Mainland Express Delivery, Please call to ensure products are in stock. We are unable to process orders or deliver on UK Bank Holidays and Weekends. All deliveries are dispatched via UPS, Royal Mail and Tuffnells and will require a signature upon receipt. Offshore and International shipments will be charged a premium above the standard delivery charges. Please contact us for an accurate delivery price.
We provide estimated delivery dates based on stock availability. If no one is available to take the delivery, the courier will leave details at the address to rearrange delivery. We may need to make an additional handling charge for the return and re-delivery. Should no one be available to take the re-delivery, we may cancel the order and refund your money, excluding any additional charge for the return and re-delivery.
The majority of our insulation products are supplied as 2-metre lengths. To reduce shipping and handling charges, insulation lengths that are not purchased in box quantities will be folded to facilitate inclusion in a smaller package. This folding will have no detrimental effect on the insulation.
We maintain accurate stock levels, however, sometimes a trade purchase may reduce our stock, and we may be unable to supply you with that particular product. In these circumstances, we will fulfil your order with ANOTHER MANUFACTURERS STOCK, of equivalent or GREATER specification.
International and Offshore orders
Offshore and International deliveries will be charged a premium above the standard delivery charges. Please contact us for an accurate delivery price. (All prices are inclusive of VAT). We will send goods via trackable courier to prevent loss. The courier used will depend on the size of the parcel so please be patient as some are quicker than others. A courier surcharge will apply for delivery to Northern Ireland, Republic of Ireland, Channel Islands, Scilly Islands, Scottish Offshore, Scottish Highlands, Isle of Man & Isle of Wight. Any pallet deliveries to these areas may also incur a further surcharge; please contact us for details. Where this applies, you will be contacted the following working day after the order is placed to advise of any additional charges.
Products delivered to destinations outside the EU may be subject to taxes, fees, levies or other charges as a result of local legislation or customs formalities. The recipient of your order is responsible for all customs formalities for the import of the Products and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other fees that may be levied outside the EU. The recipient of the goods, not the person placing the order, will receive a separate request for payment of these charges. If you’re ordering Products to be delivered to someone else, please ensure they’re aware that they’ll be responsible for these additional charges. Unfortunately, we have no control over these charges and cannot predict what they may be, so we’re unable to offer any assistance on these processes. We advise that you check the import charges applicable in any non-EU country before ordering Products to be delivered there. You (or the recipient of the Products if different) will be the Importer for all international deliveries of the Products. Therefore, before placing an order, it’s your responsibility to check that any Products ordered comply with state and federal government import regulations and that there are no local requirements or restrictions which may affect receipt of your order.
All delivery times and dates are estimates. We will try our best to meet the delivery estimates we have given you but shall not be responsible for any failure to deliver ordered products within these stated time frames. We will let you know if we cannot provide your products within 30 days of when we receive payment from you and give you the opportunity to either wait for the products or cancel your order. Save for made to measure goods; if you choose to cancel your order, we will give you a full refund. If applicable, we strongly recommend that you do not book fitters or tradespeople until your order has been delivered and checked by you. We cannot be held responsible for any third-party charges incurred due to non-delivery of an order, or orders that have not been reviewed on delivery. We will always endeavour to make one single delivery to you wherever possible to minimise any inconvenience. This means that when your order contains a mix of products with different delivery lead times, the longest lead time will apply to the whole order. However, when you place a request including a combination of products this may not always be possible.
Orders placed for made-to-measure products may not be cancelled. You may cancel other orders at any time before they are dispatched to you. Please email firstname.lastname@example.org with your order number, postcode and contact telephone number.
In the unlikely event that a product is faulty or is delivered damaged, we will exchange the product or provide you with a full refund provided you advise us of the fault within seven days of the date the product is delivered to you. We can either collect the product or dispatch a replacement. To arrange for the product to be obtained, please contact us, with your order number, the details of the product to be returned and whether you would like a refund or replacement. Once the returned merchandise has been received and inspected, we will either dispatch the replacement or process the refund. All refunds will be made to the card/account used to purchase the product.
Any order discrepancies must be reported to us within 48 hours.
Products No Longer Required – Your rights under the UK Distance Selling Regulations (2000)
You may return any product to us if you change your mind. The product must be returned in its original condition within seven working days of the date it was delivered to you. We can collect the product, or you can return the product to our warehouse at the address given above. To arrange for the product to be obtained, please email email@example.com, with your order number and the details of the product to be returned. You will be charged for the cost of the return. A minimum collection charge of £15 will apply to goods returned. This amount will be deducted from any refund made. Alternatively, you may return the goods to us at your own cost. Please email firstname.lastname@example.org if you wish to send products back. Please include your contact details and sales order reference number. Once the goods have been returned in a satisfactory condition, the cost will be refunded. It is highly recommended that suitable trackable delivery service is used to return goods to us. Refunds will only be made once goods are safely received in our warehouse in a satisfactory condition. Your refund will be processed once the returned product has been received and inspected. All refunds will be made to the card/account used to purchase the product within 30 days of receipt. Unless you are a “consumer” (as defined in the Consumer Protection (Distance Selling) Regulations 2000), the delivery charges are not refundable, and we shall be entitled to deduct a 20% restocking charge from the amount to be refunded to you. Please note that made to measure / special order products cannot be returned unless faulty. Refunds are not available on “free with purchase” items, unless all other products are returned.