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Delivery, Returns & Refunds Information

Due to the unfolding situation with Coronavirus (COVID-19), we’re very sad to have to let you know we’ll be temporarily closing from 8am Monday 23rd March 2020.

You can still browse our products but will not be able to purchase.


COURIER COMPANIES SERVICE UPDATES

Royal Mail click for link

Royal Mail International click for link

Parcelforce click for link

GLS click for link

Yodel

ENSURING THE SAFETY OF OUR COLLEAGUES, CLIENTS AND CUSTOMERS AND BUSINESS CONTINUITY MARCH 2020

Deliveries during COVID-19 Coronavirus

Yodel is working closely with other parcel delivery companies to ensure that a common and consistent process is introduced. Until advised otherwise the following processes will be put in place to adhere to government guidelines for maintaining social distancing:

  • For all parcels which do not require a POD and can be left in a safe place, the current safe place policy will be adhered to. Throughout this interim process drivers and couriers are not required to knock on the customers door if the carding process has been followed.
  • If a customer has used our Inflight service to request a safe place, the process above will be followed.
  • If no safe place is available or a POD is required, our drivers and couriers will place the parcel on the customers doorstep, ring or knock on the customers door and then where safe to do so, retreat 2 meters away from the door. Where the customer answers the door, they will explain that they are making a delivery and ask the customer for confirmation of their surname. We have created a new dropdown option “Unable to sign Covid-19” - this will be selected and then the driver or courier will enter the customers surname.
  • If the customer does not answer the door, we will attempt to deliver to a neighbour, we will follow the standard neighbour delivery process, asking for the house number and the recipient’s surname - the surname will then be entered into the device and signed “Covid-19”. We are looking at a longer-term solution for delivery to neighbours and will update on this as soon as this has been developed.
  • If the customer no longer wants to accept their goods, we will then follow the standard refused process by returning the parcel to the SVC.
  • All drivers and couriers have been briefed that under no circumstances should any parcel be left on a doorstep or in public view.
  • We have also reiterated that a calling card must be used for all safe place and neighbour deliveries so that your customers are kept fully informed.

BANK HOLIDAYS and BUSINESS CLOSURE DATES

10th April 2020 (Good Friday, UK, N.I. & R.O.I), No collections or deliveries.

13th April 2020 (Easter Monday, UK, N.I. & R.O.I), No collections or deliveries.

14th April 2020 Easter Tuesday, UK, N.I. & R.O.I), No collections.

8th May 2020 (VE Day, UK, N.I. & R.O.I), No collections.

13th July 2020 (Bank Holiday N.I.) No collections or deliveries.

14th July 2020 (Bank Holiday N.I.) No collections or deliveries.


Normal Delivery Schedules 

Deliveries are made from Monday to Saturday (large items Mon- Fri)* excluding bank holidays. Orders placed after 12:00 will be dispatched the following working day on a 48hr service. For First Class Delivery, please use the drop down menu under Shipping Options and select First Class Delivery. Please Note: Orders Placed on the eve of a Bank Holiday should not choose First Class Delivery owing to Collection and Delivery Times over these periods)

 
For delivery in all other zones including Europe, please call 02882 244648 for prices and availability.* For all in-stock products. Standard carriage please allow 5 working days from clearance of payment for delivery. Typically this is much quicker and 98% of orders are delivered within 24 - 48 hours after dispatch from warehouse. Please see our terms and conditions for full delivery terms.

Delivery Times - Deliveries are made Monday to Saturday* typically 3-5 working days for in-stock items, from order or cleared funds, although it can be quicker than this. If you require delivery instructions to be please ensure that these are added to the notes when placing the order, these will then be relayed to the courier companies.  Unfortunately we cannot set times for deliveries but if where possible times will be relayed to the courier companies. An email will be sent to inform you of dispatch of goods and due delivery date.

*Please Note - Large Pallet Items such as Coal Bunkers are delivered Monday to Friday and will Require a Signature.

 

Order Tracking Information

Tracking details are available on request (if not already notified by the courier).  We use a range of courier companies depending on the size and weight of your order, for multiple item order we may use two courier companies to deliver your order.  Once dispatched from our warehouse tracking details can be found on the following couriers websites.   

IFS Global Logistics  Helpline: 028 9446 4211 

My Hermes  Helpline: 0330 333 6556 - Search your Apps store for the Hermes Parcel Manager for Android or iPhone

Yodel    Helpline: 0844 248 0561- Search your Apps store for the Yodel Tracking App for Android or iPhone

Fastway Couriers  Helpline: 028 9448 8181

Parcelforce  Helpline: 0344 800 4466

GLS

Royal Mail

Beatties/APC Distribution: Helpline: 028 9448 3100

Express Freight - Helpline:  028 3832 2100

 

Over-sized Goods

Please contact us for tracking information via email on info@yourdiyshop.com or call 028 8224 4648 regarding over-sized products  .ie Coal Bunkers, Bulk Goods etc.

Returns & Refunds

Here at Your DIY Shop we do our best to supply you with the highest quality goods at the best value for money to suit your exact specifications. We understand that from time to time you may have a need to return or exchange the goods you have purchased. We recommend that you keep all confirmation emails received from us and a copy of the invoice as proof of purchase.

Depending on weight, goods can be returning using Royal Mail (parcel prices click here), online booking with www.MyHermes.co.uk or www.Collectplus.co.uk services.   When returning goods via these services you will need access to a printer, if it not possible to gain access to a printer contact us and we can generate a returns label and post it out to you.  Please follow the instructions on the labels regarding re-packing items.   If you need help and advice on returning goods please contact us. Goods are returned at the buyers expense and within the 30day returns policy. (If Your DIY Shop generate the returns label the cost will be deducted from your refund)

Courier Collections

Courier Collections can be organised for a fee depending on the item being returned, please contact us on 02882244648 to make arrangements.

Unwanted goods

If the goods you received do not meet your requirements or you have changed your mind you can return them to us for a refund or exchange (less carriage charge). Unwanted goods must be returned at the buyers own cost with reasonable care taken to ensure they return undamaged.

Before returning any goods we require written confirmation (this can be an email) within 14 days of receipt, we will then notify you when we have cleared the cancellation. A phone call is not considered acceptable for cancellations and we will not accept any cancellations by phone call. Any free items or gifts included in the purchase must be returned with the goods in order to receive a refund. We must receive the goods undamaged and in a resalable condition before a refund is processed, please note that refunds will be processed as soon as possible within 30 days of the cancellation.

Should you require assistance with returning goods, contact us directly on 028 8224 4648

Damaged goods

We recommend that you inspect all goods on receipt and (if possible) refuse delivery if there is any noticeable damage. We require written confirmation of damaged, lost or missing goods (this can be an email) as soon as possible but no longer than 7 days of receipt. If the facility is available to you we recommend you send us a picture of the damage. 

Due to the nature of some products they may arrive with scuffs and scratches from manufacturing/transit or storage. If these superficial marks do not affect the functionality of the product we will be unable to accept them as damaged goods, however, the goods may be returned at the customers own cost under the distance selling regulations and our terms and conditions.

Wrong/Short Items Received

In the unlikely event that you have received the wrong or short items we require that you contact us straight away in order for us to resolve the issue.

Distance Selling Regulations

Under the Distance Selling Regulations you have a 14 day 'cooling off' period in which you have the right to cancel your order for any item purchased on this website for a full refund. This does not apply to goods that have been made to your specification.

To cancel, you can email or write to us (see Contact us for details) within 14 calendar days from receipt of the goods. You must take reasonable care of the item ensuring that they are returned in the original packaging and in a resalable condition.

If you have any confusion or queries on this matter, please contact us for further details.

Prices shown on our website are inclusive of VAT unless otherwise stated.

All orders placed on www.yourdiyshop.com are subject to our Terms & Conditions. Please make sure you have read and understand them before placing an order with us.

Packaging

We aim to reuse and recycle packaging where possible, packaging is kept to a minimum on water troughs and coal bunkers with the aim to make it as easy as possible for couriers and customers to handle products.

Explanation of the terms used

Working days – Monday, Tuesday, Wednesday, Thursday and Friday. (excluding Public and Bank Holidays in Northern Ireland)

Written confirmation - an email or letter explaining you want to return the items you received, with the reason and all your contact details.

Goods - any products received by the consumer from Your DIY Shop