We wanted to let you know that we are encountering delays in delivering at the moment.
A number of factors, including huge demand, impassable roads and frozen machinery are contributing to this delay. Our national distribution centre is operating 24/7 and our local depots are working into the evenings and weekends in order to deliver your order as quickly as possible. However, the additional snow and ice over the weekend and forecast for the remainder of this week may further impact on our ability to make deliveries across the country.
Our sincere apologies for any inconvenience this may cause you, but please be assured we are doing everything we can to deliver your order in the shortest time possible.
Please also be aware that we are currently experiencing high volumes of calls to our Call Centre, which means you may have to wait longer than normal when calling, or when waiting for a response to contact forms and e-mails. Please see below answers to some common queries we are receiving at the moment.
1. Is my order delayed by snow?
Due to heavy snow fall in some areas of the country, many of our orders have been delayed. We are very sorry for this delay. Please be assured we are doing everything we can to get your order delivered to you.
2. When will my order be delivered?
We cannot give you an estimated delivery date due to the continuing adverse weather conditions; however, we will do our best to deliver your items as soon as possible.
3. I have called and e-mailed to ask about my order but I can’t get a response.
We have a large number of people trying to contact us at the moment to place orders or to enquire about an existing order. We have put in place extra staff and extended working hours but the sheer volume of calls means that it is taking longer than normal to handle your enquiry. If you have e-mailed or called us, we would ask that you don’t make repeat calls or e-mails as this simply clogs up our systems and delays our ability to respond to your first request for information. Please be assured we will respond as soon as we can.
4. My area is unaffected by the weather conditions. Why is my delivery late?
Even though your own area is currently unaffected, your local depot has built up a backlog of orders due to high demand. Also our local depots rely on receiving deliveries of stock from all over the country and it is these deliveries which are being hampered by the weather conditions.
5. Why are certain products out of stock?
We have seen a huge surge in demand since the beginning of December, which has led to us being temporarily out of stock of some of our more popular product lines.
6. I want to cancel my order
If you want to cancel your order, please call or e-mail our Customer Service Team. We will process your cancellation for you as quickly as we can. Your refund will be paid to you within 3-5 working days of us making the cancellation.