What are your delivery charges and how do they work?
The delivery charges are based on weight, location and when you want the bags. Once you have gone through the options on the final checkout page, where you can choose your delivery option, the website will automatically calculate the delivery charge for you.
How do I track my order once it has been dispatched?
Our system is automated so you will receive an email when your order has been dispatched from our warehouse. Once this happens you will get a tracking number and the name & number of the courier company that is delivering your order to you. If you want to track your order with the courier company then you can give them a call and quote your tracking number.
If you have any further queries then please feel free to give our customer services team a call on 08712 300 980.
How do you send out my order and which courier do you use?
Your order will be picked from our warehouse, packed with care and sent on its way with either Royal Mail, City Link or our bulk freight company LHT. Once the goods have been dispatched, you will receive an email stating the courier used and how to track the delivery.
How do I change my delivery address once the goods have been sent?
If you would like your delivery address changed once they have been dispatched, the courier company can do this for you. Please inform us as soon as you can and we can get this organised for you. There is an additional cost from the courier company for a redirection. The amount is dependent on where the new delivery address is. Payment for this is made to us and then we will let the couriers know to redirect your goods.
How long will it take for my goods to be delivered?
The standard delivery time is 3-4 working days and there are also a number of options of a timed delivery on the final checkout page of ordering, including next day, pre 10am and Saturday amongst others. If you are ordering a timed delivery, as long as you order before 3pm you will receive your bags at the specified time.
The courier will deliver your order between 9:00am – 5:30pm, Monday-Friday on a standard and next day delivery. A standard delivery is within 3-4 working days.
You can see all of the delivery options and details here
My order hasn’t arrived, what should I do?
If you have received an email from us letting you know that your order has been dispatched from our warehouse, it will be with the couriers.
We recommend that you give the courier a call first with your tracking number. This will ensure that you get a direct answer without going through a middle man. If you don’t get the answer you need from them then give us a call and we’ll get to the bottom of it.
Of course if you don’t want to talk to the couriers then give us a call and we’ll get it sorted for you.
What happens if I miss the courier delivery?
If you had to pop out and you missed the courier, don’t worry. They will pop a card through your letter box letting you know that they tried to deliver your order.
The courier will attempt to deliver a total of three times with no additional charge. If delivery is not successful after the second attempt City Link will hold the goods at the depot until they receive further instructions. If after 3 attempts delivery has still not been successful the courier company will only hold the goods for 5 days before returning the goods back to us. They may also charge for any further attempts.