Delivery Information

Understanding the Delivery Procedure.

We look after the entire dispatch process of your orders. From dispatch, tracking, and compensation procedures.

We dispatch on your behalf with our nominated suppliers and all charges are passed on to you as if you were dealing with them directly. Think of us as your virtual warehouse.

The benefits include lower prices due to our bulk dispatch discounts. Quality packed goods. Dedicated staff who will look after any claim procedures for missing parcels on your behalf.

In a nutshell, we are not dispatching for you, we dispatch on behalf of you so any costs and savings are passed on to you for the life of the parcel.

This means that as you are benefiting from our buying power and are being passed on our supplier discounts, we do not offer any refunds on postage regardless of the reason. Whatever postage you use, you pay for. I.E. Re-ships, replacing items, exchanges. 


At a Glance

ServiceTime for Delivery CostTracking Number Claim if Lost Weight Limit 
   Royal Mail Second Class2 - 3 working daysFrom £2.19 NoNo2kg
   Royal Mail First Class1 - 2 working daysFrom £2.71 NoNo2kg
   Royal Mail Tracked482 - 3 working days£3.28YesYes2kg
   Royal Mail Tracked241 - 2 working days£4.68YesYes2kg
   DPD Express Next Day1 working day£5.05YesYes30kg
   DPD Weekend Shipping1 working day£7.10YesYes30kg
   Royal Mail Overnight1 working dayFrom £6.40 YesYes2kg
   Royal Mail International Airsure3-7 DaysSee hereYesYes2kg
   Royal Mail International Uninsured3-7 DaysSee hereNoNo2kg
   DPD International Classic2-5 DaysSee hereYesYes30kg
For exact prices on international and weight-based shipping, add the item to your basket, and use the postage calculator on the cart page.


The Dispatch

All products are shipped discreetly in a brown box with absolutely no indication as to the contents.

We subsidise all the UK delivery charges, so you actually pay less than what it is costing to dispatch goods.

Goods that are in stock are dispatched within 24 hours, Monday to Friday. If for any reason we are out of stock, we would expect to dispatch the goods in about 12 days but realistically this is much quicker. If there is a manufacturing delay with any products you will be notified by email as soon as we are aware.

*Cut off for overnights is 3pm, if we can we will dispatch up until 4pm.

We use Royal Mail and DPD courier.

box

United Kingdom
Goods are dispatched by the choice you select during checkout

Royal Mail: If your customer is not in when their parcel arrives they will keep the package at their local depot for 7 days enabling them to pick it up. After 7 days the parcel then returns to us.

DPD: If you are using this service please provide an email address and mobile number for your customer. DPD will contact your customer by text or email to notify them of a delivery time and date. If this is not convenient for your customer, they have the option to change it. DPD will attempt delivery 3 times - if they are still unsuccessful after this time the parcel is returned back to us.

In some rare cases, DPD may not deliver the next day. But is 99% next day service.

Southern Ireland:
Goods are dispatched by Royal Mail Recorded delivery if the parcel weighs less than 2kg. Over 2kg then goods are sent via DPD International shipping rates apply.

Europe:
Goods are dispatched by Royal Mail Recorded delivery if the parcel weighs less than 2kg. Over this weight then goods are sent via DPD International 

Rest of World:
Goods are dispatched by Royal Mail Recorded delivery if the parcel weighs less than 2kg. Over this weight then goods are sent via DPD International

BFPO (British Forces Post Office):
Goods are dispatched by Royal Mail Recorded delivery. 

Note: You may receive an order going to a BFPO address. The address may contain an overseas country. This does not matter. All BFPO parcels are delivered to a central office in London and then distributed overseas by the Army. When dispatching these orders please select BFPO from the drop-down country list.

The Charges

UK Postal Charges - Up to 2kg of Goods: 

Royal Mail Tracked48 Delivery (2 - 3 working days) £3.28
This service will provide a tracking number and can be tracked at any stage of the delivery process. This service also is insured and requires a signature.

Royal Mail Tracked24 Delivery (1 - 2 working days) £4.68
This service will provide a tracking number and can be tracked at any stage of the delivery process. This service also is insured and requires a signature.

Royal Mail First Class Delivery (1 - 2 working days) From £2.71
This service is available for low-cost orders making postage a lot more affordable, we don't recommend using this delivery service for high-value orders. If a parcel is lost there is no insurance available for this service or tracking information once the parcel leaves our warehouse. Any loses will have to be replaced at your cost.

Royal Mail Overnight Delivery (1 working day) £6.40 (up to 500g)
up to 1kg: £6.95
up to 2kg £8.95
Over 2kg £23.35
This service will provide a tracking number and can be tracked at any stage of the delivery process.

*This price will be reviewed quarterly as and when Royal Mail Review our charges.

Courier Charges - Up to 30kg of Goods:

DPD Classic Next Day £5.05
Delivery service with a 1 hour delivery window - Weight up to 30kg per parcel
(Deliveries are between 8am-6pm Mon-Friday). Includes a Text/email notification.

* Non delivered parcels for the UK will be returned after 3 delivery attempts and a fee of £5.05 plus VAT is then charged by DPD for this return service. 

Your customer will receive text messages and email notifications and also calling-cards if DPD have been unable to deliver their parcel. If your customer then fails to re-arrange a delivery with DPD directly this fee is incurred. We will pass this charge on to your Xtrader account.


Remote Location Delivery Charges
It has recently come to our attention that certain areas in the UK cost us a premium to reach by courier. Remote locations in Scotland, Channel Isles, Isle of Man & Isle of Wight tend to be the frequent ones. If your parcel requires this additional shipping charge we will advise you.

BT postcode - £17.25 next day, £9.25 two day.
Scottish Highlands - two day only £9.25
Channel Islands - £17.25 next day only

Europe and Southern Ireland Delivery charge *
See Below

Rest of World *
See Below

*For an exact breakdown of the international delivery costs. Please click here


Back Orders & Split Deliveries

If there has been a manufacturing delay or something has been out of stock on your order for 12 days then we are happy to split or back order part of the waiting order. The delivery charge on the second delivery for the order will be charged at cost. 

Please note
: We will not do this on an order unless the item has been waiting more than 12 days.

If you are concerned about making your customers wait you need to think about a stock management utility to work with our XML stock feed.

Redelivery Charges.
Occasionally customers fail to pick up their order from the local depot once the initial delivery attempt has been made if they were out. After a week the parcel is shipped back to us. Unfortunately, the redelivery charge to dispatch the goods back out is not subsidised.

UK Re-delivery Charges:-
Royal Mail - £Cost
Courier - £Cost

Europe and Rest of the World:-
Royal Mail - £Cost
Courier - £Cost

*For an exact breakdown of the international delivery costs. Please click here


Customer Exchanges and Faulty items

If a customer returns an item because they don't want it and they want an exchange the redelivery charges apply.

If a customer returns an item for an exchange due to a fault there is no charge for sending a new item back to them. It will be returned to your customer via our tracked service.

If an item is returned and found not to be faulty. Your account will be charged postage to return the item to them.

Cancelled Orders

If an order is cancelled after dispatching the full delivery costs (not the subsidised charge) will not be refunded. This includes packing, staff time and box used.


If your customer has a faulty item, there is a Freepost address you may use. Please email us for the address. Click here to email us

The Freepost address is only for the use of returning faulty items. When we receive the returned item, it will be checked, if the item is not faulty and the Freepost address has been used, then there will be a charge of £3.10 plus vat for the cost of postage.

What Happens if Something Goes Wrong.

We have a dedicated team looking after your interests and if there are any issues with your parcel we will work to overcome the problem and obtain a delivery for you.

If your parcel is lost on route we will endeavour to obtain compensation for you for the insured delivery services.

We will liaise with the particular depot on your behalf and resolve any problems swiftly and keep you updated at all times.

Items received that are incorrect must not have the items packaging opened, we must be notified as soon as it is convenient and we will advise full instructions for an exchange. Incorrect products received with security seals or sealed packaging which has been opened by the customer cannot then be returned for an exchange as they have been accepted by the customer.

Lost Parcels

We do not replace lost parcels free of charge. All parcels which are dispatched via an insured service our team will look after the claim procedure on your behalf and all compensation once obtained will be passed on to you. So, you will never be out of pocket but in the meantime, if you wish to have a replacement order sent this must be sent at your cost.

Uninsured services are not covered for claims.

A claim usually takes about 4 weeks to complete.

Royal Mail Procedure:-
1) We complete a claim form and include proof of posting and copies of commercial invoices to prove the cost of the goods.
2) Royal Mail processes the claim and will contact your customer to confirm the goods never arrived.
3) The claim is accepted once Royal Mail receives your customers' confirmation back.
4) We receive a cheque and your account is refunded the compensation amount in full.

If your customer does not make the effort to confirm the parcel is missing, no payout is received from Royal Mail so in turn, you will not receive any compensation.

Royal Mail currently loses approx 2 parcels a month.
Which equates to less than 0.01% of our entire dispatch so do not be overly concerned about lost parcels.


DPD
1) We complete a claim form and include copies of commercial invoices to prove the cost of the goods.
2) The courier processes the claim.
3) We receive a cheque and your account is refunded the compensation amount in full.
4) DPD only give 14 days from the date of postage to claim for lost parcels. 

DPD very rarely lose anything and it is currently one or two parcels a quarter out of our entire quarterly dispatch.