Standard – Express – Overseas – Table Deliveries – Returns and Refunds
Our UK postal costs have been calculated into two categories, Standard and Express. Any holiday breaks which may result in delays in dispatching will always be advise of on our home page as well as in our customer cart section. Be assured we will always do our best to send customers orders out as quickly as possible.
Standard is the basic service, where the order is processed and despatched mostly through Royal Mail, through the cheapest postal rate. As you would expect, the cheapest is not normally the quickest though, and you should expect to wait up to 7 to 10 days, though in fact most of our customers will often receive it quicker.
For more expensive items, we will sometimes upgrade to express at our own cost and you could receive the following day, but this is at our own discretion, so if you want an item more urgently you should consider our Express service.
Express is our quicker service, which customers prefer if they have a deadline for the products, such as a birthday, or if they have bought an expensive cue which they do not want in transit any longer then necessary. We use two Express postal services and it will depend on the length and weight of your parcel as to which service we use. Because most carriers have recently imposed `Additional Handling Charges` for parcels over 100 cm’s then it might be necessary to use a 48 hour express service to be able to send within. Because butt-jointed and 1 piece snooker and pool cue would be over this length please contact us if needed more urgently on a 24 hour next day service and we will provide details of availability and costs.
If a package is being sent express it is unlikely it will normally require a signed signature. If there is a chance therefore that there might not be anyone available to `sign for` we ask that you give alternative delivery instructions. This could be `leave with a neighbour` but this does not mean we accept a `second` address, in a different street. You could ask to `leave in shed, porch or garage`. If you do make this request though, the packages will have to be left `unsigned -for` and we can not accept responsibility for theft or damage.
Some of our customers might often be out, and prefer to have their orders delivered to their place of work, or another address they can collect from.
If we are able to confirm your order and process your order the same day (and before collections have been made) , you will likely receive within 2 working days but we can not guarantee this (we can also try to make weekend deliveries for an extra cost). If we receive your order over a weekend or in the evenings outside working hours it does not necessarily mean the order will be dispatched the next day, as this is dependent on whether we are able to process and pack your order before the carriers arrive. If the carriers make an A.M collection and we are not able to pack it in time then it will go the following day.
Express orders do get priority both in packing and available stock so it is well worth the small extra cost. We do promise to dispatch your order as soon as possible, and if there are any problems we will contact you and advise. Once the package leaves our premises it is in the hands of the carriers, but we choose the carriers so accept it is our responsibility to the customer to use an efficient service.
Overseas Orders; We supply our products all over the world, but in order for us to obtain the most competitive prices and use the most efficient methods for our overseas customers we price each order individually. We will quote the postage costs for each overseas customer before accepting and processing their order.
Doing it this way usually saves our customers delivery costs because postage is often based on volumetric size as well as weight. It is possible to pay the `extra` overseas postage costs on-line by going to our overseas payment page (Click here) and changing the qty to the amount in the cart that we quote you. NOTE: If you make a payment before asking for a quote and then request a refund, an `Admin Charge` of £5 may be applied.
Table Deliveries; Orders for the MDF Home Tables can be taken on line, with charges for `kerbside delivery`. Orders for the slate tables have to be taken through a phone-order, and a delivery cost will be calculated based on the location of the buyer.
Returns; Thankfully this happens very rarely, but if a customer does have a problem with any of our products they should contact us and explain the situation before returning the goods. If a customer chooses to send any goods back to us regardless, they are responsible for all postage costs and also the cost of any loss or damage if incurred by using the carrier of their choice.
Refunds; If a customer has bought a product that they choose not to keep, providing it has not been used, and is returned to us at the buyers cost in what we consider prestige condition for re-sale, we will refund the cost of the goods in full. If the product is not received back in the same condition as it was sent we reserve the right at our own discretion to make any relevant charges incurred in making it suitable again for re-sale. We call this a `Re-stocking` charge which is rarely used but insures customers do take some care in sending any goods back to us. A refund can only be considered when the goods have been returned to us so please pay attention to our Returns statement above.
You can be assured we will deal with all returns in a professional manner.
You can be assured that whatever you buy from us, we will do our very best to satisfy your order as promptly as possible.