Delivery
Where physical goods are supplied, you should be told the expected dispatch method, delivery area, estimated timeframe, delivery charge and any identity or signature requirement before the order is finalised. Do not rely on an estimated date as a guarantee unless the supplier expressly agrees it.
Checking a delivery
Inspect the package when practical. If an item arrives damaged, incomplete or different from what was agreed, contact the seller or provider promptly and keep packaging and evidence where useful.
Cancellation and returns
Your cancellation or return rights depend on what you bought, how it was sold, whether it was personalised or activated, and the applicable supplier terms and law. For distance sales, consumers may have statutory cancellation rights in many circumstances, but exceptions can apply.
Faulty goods
Separate legal rights may apply where goods are faulty, not as described or not of satisfactory quality. The supplier should explain the appropriate repair, replacement, refund or other remedy where required by law.
How to get help
Call 0330 059 9218 with your order or enquiry details. If another company is the contracting supplier, we may direct you to that company's process.