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Frequently Asked Questions | Tarpaulins Direct

Our FAQ section is designed to answer the questions we are regularly asked.

If you can’t find the answer to your questions, please don’t hesitate to contact our customer services department.

How long will my order take to be delivered?

Standard delivery is 5-7 working days, however we can offer a 'Next Working Day' or '48 Hour Delivery' service if you require your order quickly.

Please note that we don't deliver on Saturdays and Sundays, and any deliveries for next day and 48 hour have to be placed before 2pm by telephone or 2pm on the web.

Can I have my order delivered to a different address?

Yes. When you place your order you can add a different delivery address. If the billing address is different to your delivery address the invoice will always be sent to your billing address. Please remember your billing address is the address at which your payment card is registered.

How much will my delivery cost?

Method   Cost
Standard
  £4.99
48 Hour   £6.99 Minimum Charge (depending on weight)
Next Day   £8.99 Minimum Charge (depending on weight)

24 Hour and 48 Hour delivery is available in most areas (excluding Highlands, Islands and Northern Ireland), please call for details.

Items under 30kg will be sent as parcels. Items over 30kg will be sent as pallets.

The Standard Delivery charge for a large single item weighing over 30kg is £30 (Deliveries to certain locations may cost more)

Items being delivered to Highlands, Islands and Northern Ireland may incur an extra delivery charge. If the cost for postage is different to the above we will contact you to advise you. Your parcel will not be sent out until you have agreed to the delivery charge.

What is the latest time in the day you can place an order for next day delivery?

2pm is the latest time you can place an order over the internet for next day delivery.

How can I track my order?

We can track all orders via our parcel tracking system and will advise you where your order is at any time. Please either e-mail our Customer Services Department or call 01904 698813 within the following hours:

Day   Hours
Mon-Fri   9.00am - 5.30pm

How do I know if an item is out of stock?

Our website updates stock levels regularly and automatically, so you can buy with confidence. If there are any unforeseen issues we will contact you promptly to inform you.

We do not part-ship orders unless specifically requested, so if you place an order for multiple items where one or more item is out of stock we will wait until everything is available before despatching the goods. If you require any items that are In Stock to be despatched first of all please call our Customer Service department on 01904 696933 and we can arrange this for you. There is no extra charge for this service.

Can I change or add to an order?

As long as we haven't despatched your order we can alter it for you. Just call our sales team on 01904 698813 and we will be happy to help.

When should I arrange for help with installation of my goods?

You should not arrange for any third party contractors until you have received your parcel and this has been checked for any shortages or damages.

Which credit cards can I use for payment?

We will accept Visa, MasterCard, and Maestro. Unfortunately we cannot accept American Express.

Can I use Paypal?

Yes, you certainly can. We now take Paypal, offering you even more flexibility of payment.

How do I return an item?

COVID19 Update:

For the time being we are extending our returns period to 90 days.

Please arrange to return items rather than have our couriers collect them as this service is not currently reliable.

Returns will take longer to process than usual. Please allow up to 28 days. 

We will offer refunds rather than exchanges where the item is unused and saleable.

Faulty Items

Contact our Customer Services Department on 01904 698813 and they will arrange for the collection of any faulty items with our carriers. Once we have received the items we will arrange a replacement to be sent out within 48 hours, or refund your order.

Non Faulty Items

If any item does not meet your expectations you can return this to the postage address below. It must be returned unused within 30 days of receipt of your order. We advise that you obtain proof of the return from the carrier.

Please note: Tarpaulins Direct can only cover the cost of return for faulty or damaged items.

Address for Returns

Tarpaulins Direct
James Nicolson Link
Clifton Moor
York
YO30 4XX

Which Carriers do you use?

Here at Tarpaulins Direct we use a variety of carriers depending on the size of the parcel and shipping address, including UK Mail and Interlink.

How accurate is your website?

Whilst every effort is taken to ensure that the product prices, information and sizing are correct, these items are subject to availability and may be subject to change. In the unlikely event of a price increase or substitution you will be notified and your acceptance gained before your order is processed.