DELIVERY & RETURNS POLICY
This applies to mainland UK orders only excluding highlands, islands and Ireland. Every effort will be made to dispatch your order next working day, however, due to unforeseen circumstances, it may not always be possible, i.e. courier vehicle breakdown or parcel misrouting.
We advise not booking any tradespeople until the items have arrived and have been checked. Please read our lamp post installation notes and consult your electrician/tradesperson before making a purchase. All goods are supplied unwired and uncertified unless specifically stated. Products are not IP tested unless stated. We recommend all items are checked thoroughly upon arrival to ensure everything is accurate and present. We do not recommend proceeding with installation preparation until items have arrived safely and you are completely satisfied. This must be done before shipping on to a further destination. Additional packing materials may be required. We cannot take responsibility for inproper installation, any necessary modifications to the product or installation location maybe required and should be assessed by a qualified tradesperson. We recommend ensuring you are completely satisfied with the goods delivered before booking tradespeople for installation.
It is the customer's responsibility to thoroughly check delivered goods before any installation is undertaken. Should you become dissatisfied with a product after it has been installed or used, we cannot be held responsible for any costs associated with deinstallation and it becomes the customer's responsibility to organise the safe return of said item. If you become dissatisfied about an installed product, you must contact English Lamp Posts immediately to discuss your concerns before sending any items back to the company. Once approved and agreed upon by the company, the return of your item will follow the same procedure as stated throughout this policy.
We cannot take responsibility for items which may have been lost in transit and we are not responsible for damages caused by customer elected couriers.
Standard delivery is normally made within 7 working days although in some circumstances, due to the bespoke nature of the product, the delivery may take up to 28 days. If delivery is delayed, the customer will be notified within 72 working hours of an order being placed by email.
If for any reason you decide your product ordered from EnglishLampposts.co.uk is not suitable, please return the item within 14 days. The product must be returned in an unused state, including original unbroken packaging. For all goods returned, the buyer is responsible for the carriage costs and arrangements. For all goods returned there will be a minimum 25% restocking charge applied. If the goods are returned damaged, the cost of repair will also be deducted from the final refund. The original cost of carriage to the customer will not be refunded.
Please note, if the product has been specifically manufactured for the customer or is a made to order bespoke product, refunds or returns will not be accepted.
Due to the manufacturing process, delivery dates may fluctuate by 1-3 days. However, the customer will be notified by either telephone or email well in advance. Faulty goods must be returned by the buyer for inspection. Upon investigation, if the product is found to be inherently faulty, the cost of return and the cost of the goods will be refunded in full within 5 working days. Due to the nature of the product, the customer must be at the delivery address to accept delivery.
Unfortunately, we cannot accept claims for goods which are damaged if upon signing for the goods you have not mentioned this. If goods are being collected by English Lamp Posts, it is the customer's responsibility to ensure the goods are adequately packaged. If the damage is caused to the product during the return journey due to inadequate packaging, the cost of the repair will be deducted from any refund given. For palleted items, please ensure that you retain all packaging. Should you wish to return an item, it will need to be repackaged as best you can using the pallet supplied. In the event that packaging isn’t retained, you will be incurred the respective cost as quoted to us by the courier. This cost will be reduced from the refundable value of your item. Damages must be reported within 48 hours by email.
To qualify for free delivery, the delivery address specified must be mainland UK (excluding Northern Ireland and the Isle Of Man). If an order is placed outside this region, we'll find the most effective method of delivery and the customer will be charged the very minimum possible. All delivery charges quoted will be based on UK delivery, even if the delivery address specified is outside of the UK. The customer will then be contacted and the additional charge will be provided to the customer. In some cases, if an order contains multiple items this could override the free delivery or free next day delivery option depending on the weight and size of the overall order. If you have any further questions about this, feel free to get in contact with us.
International shipping will incur an additional charge depending on the size, weight and type of product that you wish to order. For international shipping costs, we advise contacting us with details of what you wish to order and your location so that we can provide you with a shipping quote.
Please note that this would be on an uninsured service. While the couriers are usually very good, we would recommend that you take out insurance, if only for peace of mind, in case of any loss or damages. Any claims for loss, damage etc. need to be raised directly with the courier. This delivery quote does not cover any additional charges that may be incurred for local duties, customs or clearance.
Please note, our third-party couriers DPD, have advised that their drivers are operating to a tight schedule and therefore will only attempt delivery once. This initial delivery timeframe will be provided via text message or email from DPD through their tracking service. In the event that you are not home, the courier, DPD, will take the parcel to a local drop off point, on average a 5-mile radius from the original delivery point. You, the consignee will be notified via text message to say the parcel has been taken the local drop off point as no one was home. With this, a second text message will be sent to say the parcel has arrived at the designated drop off point and location details will be shared. At this time, it is up to you, the consignee, to collect the parcel within 7 days. After 7 days, the parcel will be returned to English Lamp Posts whereby a maximum of 25% restocking fee may be charged and fees will apply for resending. We accept no responsibility for DPD courier services.
For all other courier services and providers, in the event that you are not available to take delivery, your item(s) may be left with a neighbour or on your property unless you have specifically told us you do not want your item(s) to be left in this way.
FREE NEXT WORKING DAY DELIVERY
Items with free next day delivery are marked with our 'next day delivery banner'. Orders must be received before 3pm. Orders that are placed after 3pm on a Friday will be dispatched the next working day, Monday. Orders that are placed on a weekend will not qualify for free next day delivery. Please note:English Lamp Posts do not operate on weekends, bank holidays or seasonal holidays and the courier services operate Monday to Friday. Next day delivery is only available to mainland UK addresses (this does not include the Scottish Highland's or Island's, Ireland, Scilly Isle's, Channel Island's or the Isle Of Man). If an order is placed containing these places you may be contacted for extra delivery payment, see below - UK Areas needing additional postage and custom quotes.
We will make every effort to ensure that your item is dispatched and delivered the next day. This will happen 99.9% of the time. Occasionally due to circumstances outside of our control i.e. raw material supplies, labour, courier breakdown etc. The next day delivery may not occur. We cannot take responsibility where this is not been achieved but will make every effort to ensure your item reaches you as quickly as possible. Delays arising with couriers or Royal Mail are outside of our control and are completely unavoidable.
In the event that you are not available to take delivery, some courier services and providers may leave your item(s) with a neighbour or on your property unless you have specifically told us you do not want your item(s) to be left in this way.
Products with a Made to Order lead time will be dispatched on a next day delivery service as soon as the product is ready. Lighting products may require a lead time to produce and will also be sent on a next day service where available as soon as the product is ready. All items on the order will be dispatched together, once the last item has been completed in production.
In some cases, if there are multiple items on the order, this could override both the free next day delivery and free delivery option, depending on the weight and size of the overall order.
UK AREAS NEEDING ADDITIONAL POSTAGE AND CUSTOM QUOTES
Some areas within the United Kingdom are subject to higher delivery costs due to their location or the need for ferry crossings. These areas are listed in the table below. If you wish to order from one of these postcodes, please ask for a quotation before ordering.
|ALL BT postcodes
|ALL GY postcodes
|ALL JE postcodes
|ALL IM postcodes
|Isle of Man
|Isle of Wight
|Isle of Scilly
|Isle of Scilly
|ALL HS postcodes
|ALL ZE post codes
We do not currently offer an international delivery service, however, customers living overseas can arrange for their own courier collection or provide a UK based freight forwarder address. We ask that customers send us details and confirmation of their courier booking for authorisation. For consignments travelling to overseas destinations, we recommend the goods are inspected and repacked in accordance with the local import legislation at destination before shipping on. Please note, you will need to cover any local charges that may be needed for local duties, customs or clearance charges. Once the parcel has been collected by the courier of your choice or delivered to the freight forwarder address, we, English Lamp Posts are no longer responsbile for the parcel and cannot accept returns or refunds where the item is damaged by courier.