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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.

What are my delivery options?

Method                Cost
DHL 5 day             £4.99
DHL 2-3 day          £6.99
DHL Next Day        £8.99
DPD Saturday        £17.00
Pallet Delivery*      From £40.00
Click & Collect        FREE

Please note that we don't deliver on Saturdays (unless specifically selected) and Sundays, and any deliveries for next day and 48 hour have to be placed before 2.00pm. Any orders placed on a ‘Next Day’ delivery on Saturdays, Sundays or Bank Holidays will be despatched the next working day.

Deliveries to Highlands, Island or other restricted areas may be more and may not have express delivery options available.  


Can I track my delivery?

Yes, you will receive an email with your tracking details and if you have provided us with your mobile number, you will also receive a text message.

Your order will be delivered any time between 8am and 8pm Monday to Friday (unless a timed or specific day delivery has been selected). Your tracking details will include a one hour time slot but this is just an estimate and is subject to change. 

What if I'm not in when my order is delivered? 

All of our items are sent on a 'leave safe' service so if you are not able to accept the parcel the driver will try with a neighbour, leave in a safe place, or in some instances take the parcel to your local Parcel Shop for collection. We can send items on a 'signed for' service if requested. 

The driver will take a photograph as proof of delivery for any deliveries made at the door or left with a neighbour/safe place. 

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.


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   8.30am - 4.30pm

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 and Mastercard, as well as Amazon Pay, Google Pay and PayPal. 

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?

Our goodwill returns policy, which is in addition to your statutory rights, allows you a refund or exchange of goods bought online or in the shop with proof of purchase within 30 days of purchase. The goods must be returned unused and within their original packaging. The original postage charge will not be refunded unless the item is faulty or damaged. Please refer to our returns information for more details. 

Faulty Items

Contact our Customer Services Department on 01904 698813 and they will either request a photograph of the faulty item or ask for it to be returned for inspection. Once we have received the photograph or returned item we will arrange a replacement to be sent out within 7 working days, 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
Unit 2 Shires Bridge Business Park
York Road
YO61 3EQ

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 DHL and DPD

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.