Thanks for super speedy delivery - received my goods this morning after ordering yesterday lunchtime! - Gemma H
Just to say, many thanks for the superfast service I have recieved from your company. I only ordered my cat repellent yesterday and it was on my doorstep when I got out of bed this morning. - Alison G
I have just received my order that I placed yesterday and I just wanted to say I love your website and your delivery is fantastic. - Rachel
Delivery
Our standard delivery charge is £4.95 per order unless the item you have ordered says free delivery (UK mainland customers only).
Your order will be sent by a courier company such as Business Post or Royal Mail.
If you are not in when they try to deliver, they will either leave your goods in a safe place,
or usually leave a card letting you know there has been an unsuccessful delivery attempt
and giving you a number to call to rearrange delivery or an address from which you
can collect the parcel. If there is a safe place where the items can be left
(eg 'round the back' or 'in the garage')
, please let us know at the time of ordering.
You'll be given a chance in the checkout procedure to leave instructions that
we will pass on to the carriers, although please note that we cannot guarantee they will always adhere to them.
Please note that for some large or heavy items, it may be impractical for carriers to deliver to a specified point and may limit delivery to kerbside.
- Where do you deliver to?
We can usually deliver to all areas of mainland UK and Northern Ireland for our standard delivery charge of £4.95, however some items may incur an additional charge for Northern Ireland and Scottish Highlands.
Please request a price for delivery to the Channel Islands or overseas.
What about outside the UK?
Please request a price for delivery outside the UK. For example, we can usually post small items to Europe
for an additional £5 per item.
- How quickly do you deliver?
Each item has an estimate of the delivery time in the product description beside the picture.
Next Day Delivery (also known as "Next Working Day Delivery")
Some of our products will automatically be delivered "Next Day". (Delivery times are clearly stated to the right of the picture of the product.)
On other products, there may be an additional, optional charge for Next Day Delivery. (The option will be clearly shown by the product.)
If Next Day Delivery is not offered beside a product, it may still be worth giving us a call - we may be able to help.
Please note:
1) "Next Day Delivery" or "Next Working Day delivery" both mean the same thing: any orders placed by 3pm on a working day (ie Mon – Fri) will be delivered on the next working day. Orders placed over the weekend will be delivered Tuesday.
1) Very occasionally, things can go wrong with Next Day Delivery. We have about 99% success rate, but sometimes circumstances beyond our control will make it impossible for our couriers to deliver next day. So we can never 100% guarantee delivery. In the event of a late delivery, we will of course refund any additional charge you have paid for next day delivery, however, late delivery does not of itself entitle you to cancel your order.
2) Unfortunately, any additional Next Day Delivery charges (when a delivery attempt is made on time) cannot be refunded if you decide to return the goods.
3) If you want to order more than one product and Next Day Delivery is not available on all products, we may not be able to deliver your Next Day product next day.
To ensure that you get your Next Day order next day, please place two separate orders. Alternatively, contact our customer service team before you place the order and we’ll let you know if we can ensure that your Next Day order is not held up by other items on your order.
What about Saturday delivery?
Saturday delivery is usually an extra £20.00. Please call or email for this service.
Sameday despatch by first class post
Some products are marked 'Sameday
despatch by first class post'. Royal Mail say that 90% of first class post deliveries will arrive next
day and this matches our experience. Larger orders for first class post items may be sent by courier to ensure reliable delivery.
What if I order more than one item?
If you order more than one item, items with a faster delivery time may be delayed (unless you have paid extra for Next Working Day Delivery, in which case we will either deliver everything Next Working Day, or we will split your order so that the product for which you have paid for Next Day Delivery will be delivered next day).
If one item is described as out of stock, please make 2 separate orders if you require in-stock items delivered immediately.
Signing for delivery
- Before you sign for the goods,
please inspect the product inside the box to ensure that everything has arrived undamaged.
We pack our goods extremely carefully and damages are rare, however, once you have signed
for the goods it may not be possible to prove that the damage occurred before
before they came into your possession.
If the goods are left without a signature,
we must be notified of any damages or shortages within 24 hours of the delivery taking place. See 'Damaged Items' below.
Can I ask for the goods to be left round the back?
Please do. There is a box for "Delivery Instructions" when you place your order. Our couriers are usually very helpful.
However, they can't always guarantee to deliver to any particular part of your property
- with large orders (for example hurdle fence panels) it may not be possible to take them round the back. We reserve the right to deliver only to kerbside.
Access Difficulties Orders may be delivered on a lorry. If your premises have any access problems for large vehicles, please contact us to discuss. Otherwise we will assume that you authorise us to leave your order at our couriers' discretion at a nearby location.
- Can I ask for delivery on a specific day or specific time?
If you request delivery on a specific date, we will usually be able to attempt to deliver on that day, however we're dependent on our carriers and therefore we cannot absolutely guarantee delivery on a specific date. For this reason, we'd rather you didn't take a day off work to wait in for the couriers: a better alternative is to have the order sent to a work address.
- What about delivering at a specific time? Delivering at a specific time is very difficult for a courier company - this facility is available but it is usually very expensive.
- Can the courier call me half an hour before he gets to me - I'm only round the corner? Unfortunately, couriers just aren't set up to give this level of service - it is possible, but it will usually cost us at least an extra £20.
- How do I track my order?
If you have a query about your order please call our customer
service team on 0118 945 9999 or
email customerservice@primrose-london.co.uk .
What if I refuse to accept the delivery from the courier? If you refuse to accept an order from our couriers, you may be responsible for any additional courier costs, including the cost of returning the items to us. If you are refusing the order simply because you have changed your mind, you will be responsible for the costs of returning the goods unless you have a cancellation number (see below). If you are refusing the goods because you believe they are damaged, we will check the goods are damaged when they are returned to us. If they arent damaged, we may have to charge you the cost of returning the goods to us. If you refuse the goods because the courier company is not able to carry the goods to a particular part of your property, please remember that we are unable to guarantee that the couriers will deliver to any point other than your front door or kerbside, depending on the item.
Shortages - did everything arrive?
If you've ordered more than one item, please check the contents of your delivery and compare it with our
packing note to ensure that all goods have arrived. You must notify us by email or phone within 24 hours
if something hasn't arrived. Note that if you've ordered more than one item, we sometimes send by more
than one courier, possibly on a different date, but this should be marked on your packing slip.
Late deliveries and other problems
We do of course make every effort to ensure that your order will arrive within the delivery times shown on the website.
Unfortunately, on rare occasions this may not always be possible. Should your order be delayed or fail to arrive when
expected, please contact us immediately and we will do our best to resolve any problems. (Please note that our liability
does not extend to providing compensation for late or failed deliveries.) We make every reasonable effort to ensure that
your order meets - and hopefully exceeds - your expectations. Of course, in rare cases things can sometimes go wrong and
we will always do everything we can to rectify any problems in a quick and satisfactory manner. However please note that
we cannot be held responsible for any resulting additional expense you may incur unless with our prior agreement.
What if I need to cancel my order before it's been despatched?
You can cancel your order in writing at any time up to the end of 7 working days after the goods arrive.
If your order has already been despatched, or we are not able to prevent the despatch of goods, you can always return them under our 7 day returns policy (see below).
If you cancel an order before despatch, we will give you a cancellation number which you should retain in the event of any subsequent enquiry. That number is your proof that you have cancelled the order in time to prevent it being despatched. If you dont have a cancellation number and you refuse to accept an order from our courier that has been correctly supplied, we will need to deduct the cost of returning the items from any refund that we make.
Items made to order cannot be cancelled.
Made to order or bespoke items will usually be described as such on the website.
In addition, anything where you are specify for example a colour or size that is not described on the website is made to order.
For more information on items 'made to order', see below.
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
Returns - peace of mind guaranteed
Bought a Christmas Gift?
No problem - you can return gifts after Christmas.
Just let us know in writing by 10th January (please follow the procedure for a normal return as below) and ensure the goods are returned to us by 17th of January
for a full refund as per our normal returns conditions (see below).
When you make your purchase, simply let us know that it's a gift
by typing the word "Gift" into the gift message line when you place the order.
Altenatively, if you're sending the gift direct to the recipient,
just enter a normal gift message and we'll know it's a present.
We want you to be delighted with your purchases.
We fully comply with the Distance Selling Regulations, which give consumers buying by mail-order the
right to examine and test items at home as they would in a shop.
So, if you're not happy with anything you've bought, simply let us know in writing within 7 working days
and, after having received a returns number, send the item back to us. (This doesn't apply to bespoke or made-to-order items - see below).
We'll give you a complete refund including any standard cost of delivering the items to you.
(Unfortunately, we won't be able to refund any Next Working Day delivery charges if delivery was attempted on time.) It is your responsibilty to arrange and pay for the return of goods that have been correctly supplied and are not faulty. We recommend that they are sent via an insured and signed-for service.
How do I notify you?
In writing within 7 working days. Email to returns@primrose-london.co.uk is fine, and the 7 working days start on the day after your order arrives. We will give you a returns number which will help you confirm that we have been notified correctly.
Please put the returns number in your covering letter - this will speed up the returns process. We may sometimes ask you to return an item direct to the manufacturer, and we will advise you regarding this when you call us for the returns number.
If you do think you might want to return any goods, please don't use them outside or test them in a way that you wouldn't be able to in a shop.
If the original packaging is sealed in see-through plastic that allows you to examine the contents as you would in a shop,
please don't open the packaging. Otherwise, don't hesitate to open the packaging to inspect the goods, but please don't dispose of the packaging until you're sure you want to keep it.
Please make sure that goods arrive back with us undamaged within
14 days of you originally receiving them. If you return the goods by Royal Mail we recommend you use a service that
provides you with proof that the goods have been delivered back to us.
The address to which goods should be returned is:-
Primrose London
5a Stadium Way
Reading
RG30 6BX
Email: returns@primrose-london.co.uk
Damaged items
- Very occasionally, and despite the considerable experience of our despatch team and
couriers, items can become damaged in transit.
Before you sign for the goods,
please inspect them to ensure that they have arrived undamaged.
We pack our goods extremely carefully and damages are rare, however, once you have signed
for the goods it may not be possible to prove that the damage occurred before
before they came into your possession.
If the goods are left without a signature,
please make sure you contact us within 24 hours of the delivery taking place
to notify us of any damages or shortages.
Damages correctly notified will be replaced free of charge. However
if you choose to cancel the order at that point rather than accept
a free replacement, you must return the goods to us at your expense (see 'Returns' above).
Faults and warranties
All our products have at least a one year manufacturer's warranty (except in certain circumstances for bulbs and heating elements). Faults are very rare, but if you consider an item to be faulty please call us immediately. We may be able to help solve the problem over the phone. If the item needs to be returned for inspection, please check with us how the item should be returned. Faulty items will be repaired or replaced.
In the unlikely event that a product develops a fault once you have received it, we will at our discretion either repair it, replace the faulty part or offer a refund but we are not responsible for any consequential loss or expenditure incurred as a result of any fault arising.
Bespoke' or 'Made to order' items.
Unfortunately, items made to order or 'bespoke' cannot be cancelled or returned.
Made to order or bespoke items will usually be described as such on the website,
however anything where you are specifying for example a colour or size that is not described on the website is made to order.
Occasionally, time delays on 'Made to Order' items may occur:
we will do our best to get bespoke orders completed and delivered within the estimated timescale.
However, problems do occasionally arise that cause delays in the manufacture and delivery of 'made to
order' items. Because we still have to pay the manufacturers regardless, we cannot accept that 'time
is of the essence' in 'made to order' or 'bespoke' situations - this means that you don't have the
automatic right to cancel such an order just because it's late. In some circumstances, it may be
possible for us to cancel the order with the manufacturer due to time delay. However, once the
manufacture has commenced, we wont be able to cancel. Please understand that it is your responsibility
to contact us to enquire if it is possible to cancel an order. If there has been a time delay,
please don't leave it until its too late to express your concerns!
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