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Shipping & Returns

Delivery Times 

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 2.00pm. Any orders placed on a ‘Next Day’ delivery on Saturdays, Sundays or Bank Holidays will be despatched the next working day. 

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. 

Delivery Costs 

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. 

Latest Time For Next Day Delivery 

2.00pm is the latest time you can place an order over the internet for next day delivery. 

Carrier Services 

We use a variety of carriers depending on the size of the parcel and shipping address, including Royal Mail and UKMail. 

Order Tracking 

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 696933 within the following hours: 

Day            Hours
Mon-Fri     9.00am - 5.30pm 

Viewing Orders 

To view the status of any order you have placed, please Log-In to your Account, then select "My Orders" from the Account Page Menu.

You can now view details and check on the status of an order by clicking the "View" link located next to any particular order line. 

Order Status Explanation - 

 

Pending

Your order has been accepted and will start processing shortly

Processing                           

Your order is processing through our system

Picking in Progress             

Your order is being picked and packed in our warehouse

Pending Payment 

Your order is awaiting successful payment

Pending Paypal                     

Your order is awaiting payment from Paypal

Payment Review                   

Your order is on hold due to a payment issue, please contact Customer Services

On Hold

Your order is on hold due to a payment issue, please contact Customer Services for further details

Despatched

Your order is on its way

Cancelled

Your order has been cancelled. Please speak to Customer Services if you have not requested this

Back Ordered

Your order is out of stock or a pre-order item and will be processed when stock is available

 

Refunds/Exchanges 

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. 

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. 

Returns Information 

  • Cancelling an order - 

If you have placed an order on our website and you wish to cancel it, please contact our Customer Service team on 01904 696933 as soon as possible. If the order has already been despatched we can attempt to request for the couriers to return the items here, or you can refuse delivery when delivery is attempted. Please be aware there will be a deduction of £4.99 for any orders cancelled after despatch to cover the charge we incur for having the order returned to us.  If you have received free postage on your order then a £4.99 deduction will be applied to your refund, please refer to the above. 

  • Failed deliveries – 

We send all of our items on a Signature Mandatory service. If this is a problem, please contact our Customer Service team on 01904 696933 before ordering so we can discuss alternative delivery options. We can deliver to alternative addresses where it may be more likely someone can sign for the parcel (work, family, neighbour etc.). 

The couriers will attempt delivery a total of three times before returning the parcel to us. If a parcel is returned to us due to no-one being at the delivery address to sign for the parcel we will deduct £4.99 from your refund to cover the charge we incur for having the order returned to us. If you would like us to despatch the order again we will ask for a payment of £9.98, £4.99 for the return to sender charge and £4.99 for the new delivery charge.  The £4.99 delivery charge will still apply even if you received free delivery on your original order. 

If you wish to discuss any of the above before ordering, please contact our Customer Service department on 01904 696933 and select Option 2. We are open Monday – Friday 8:30am – 5:30pm and Saturday 9am – 5pm* 

*From October 1st – 28th February we are open 9am – 1pm on Saturdays. 

Returns & Replacements 

Faulty Items: 

Before returning a faulty item to us please contact our Customer Service department on 01904 696933. We will arrange for a courier to collect* the faulty item and test the product once it arrives with us. If the item is faulty, we will either repair or replace as necessary. 

Please make sure you have followed all of the maintenance checks necessary before reporting a fault. If you are unsure of what these are please refer to your instruction manual or contact us for advice. If an item is returned to us and it is not faulty there will be a £15.00* charge to cover the cost of the collection and for the redelivery of the working item.

We will not reimburse postage charges for any items sent back to us without confirmation from our Customer Service department. 

*This applies to mainland UK only. Collection and redelivery charges to Highlands, Islands, Ireland and other areas will be more. 

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: We 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