Delivery & Returns
At Robert Dyas we pride ourselves in offering you excellent service, so we want you to be 100% confident when purchasing from our home shopping service.
Firstly, please make sure that you check your items carefully before you use them. Secondly, we recommend that you keep your receipt or order number, which can be found on your order confirmation email or on the order invoice that comes with your delivery, because you might need it as proof of purchase in the event of any after-sales enquiry.
Delivery
To place an order you will be asked to provide a valid email address so that we can send a confirmation email as soon as your order has been dispatched. This helps you to know when your delivery will be made. You will only pay one delivery charge per order regardless of how many items you order (the highest applicable charge will apply). The table below outlines our different delivery charges based upon what you order and where you are asking us to deliver to. A more detailed explanation is also provided.
Table of delivery charges for items in stock at Robert Dyas:
Delivery Location
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Standard Delivery*
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Premium Delivery**
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Cost
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Leadtime
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Cost
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Leadtime
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Mainland UK (excluding Isle of Wight)
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£4.95
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5 working days
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£15
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Next working day
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|
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Northern Ireland & Isle of Wight
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£14.95
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5 working days
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£30
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3 working days
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|
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Isle of Man
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£14.95
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5 working days
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£55
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3 working days
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|
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Isles of Scilly
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£19.95
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5 working days
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£55
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3 working days
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|
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Scottish Islands
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£19.95
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5 working days
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£60
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3 working days
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Goods that are currently in stock will be delivered within 5 working days from confirmation of your order and a flat rate delivery charge will apply.
**Premium Delivery for large items
Garden furniture sets, Awnings and selected bulky items will incur a flat rate premium delivery charge which will be added to your order at the checkout.
Next day home delivery
Some of our larger products are available for next day home delivery provided your order is received before 10am . If you prefer, you can request a delivery day of your choice (excluding weekends and Bank Holidays) as long as you give us at least 72hrs notice. If a product is available for next day delivery this will be indicated in the product information: please refer to individual products.
Specified delivery date of your choice
All of our Garden Furniture Sets & Awnings are available for delivery on the day of your choice (excluding weekends & Bank Holidays) by giving us at least 72hrs notice (i.e you place an order on Monday and request delivery for Thursday). We do not deliver on weekends or bank holidays.
Premium delivery for non mainland UK
We can deliver to Northern Ireland , Scottish Isles, Isle of Man , Isle of Wight and Isles of Scilly but do charge a premium due to the increased cost of carriage charged by our Carriers. These costs are indicated in the table above.
Vendor direct delivery
Some of the items sold on our website are delivered direct from our Suppliers. This is clearly indicated in the relevant product information so please refer to individual products. Lead times for these items do vary from 7 working days up to 28 days. Please refer to the individual product pages on the website for confirmation. Please be aware that we can only arrange for delivery of these products to Mainland UK addresses.
Our carriers
Standard deliveries are made by City Link (http://www.city-link.co.uk/) and drivers will attempt the delivery twice, on successive days whenever possible. In the event that you are not home at the time of the delivery, a card will be left. You can then either wait for the second delivery attempt (usually the next working day) or phone the City Link number to make an arrangement to collect from their local depot at a convenient time.
The City Link local depot number will be detailed on the card that is left by the driver.
Tuffnells deliver our Garden Furniture Sets and Awnings on a next day delivery service provided you place your order by 10am . You can select a delivery date of your choice provided you give us at least 72hrs notice (i.e. you place an order Monday afternoon and we can deliver Thursday at the earliest). If you do not specify a delivery date we will deliver on the next available working day.
If we are still unable to make a successful delivery after two attempts, your order will be returned to our warehouse. You can then request the order to be re-delivered but this will incur an extra delivery cost of £4.95 for standard delivery or £15 for premium delivery, unless the delivery error is due to failure on the part of Robert Dyas or our Carriers, in which case Robert Dyas will re-deliver free of charge.
Exceptional circumstances
In certain circumstances, such as traffic accidents, extreme weather conditions or unforeseen technical problems, we may be unable to fulfill your delivery in accordance with these terms. For such exceptions, we may require additional time and effort to fulfill the delivery. If this occurs, we will make our best efforts to deliver your order as soon as we possibly can, or you may opt to cancel and receive a full refund.
Delivery promise
Our delivery promise to you is to do our utmost to ensure that you receive the items you have purchased as soon as possible within the 5 working day guarantee period. In many cases we are able to process and dispatch orders overnight. It is our intention to exceed expectations whenever possible.
If we or our Suppliers do make a mistake, we will use our best endeavours to rectify the problem and find an outcome that is suitable for you.
General terms of delivery
- We deliver to all mainland UK addresses with a valid postcode
- We also deliver to the Scottish Islands, Isles of Scilly, Isle of Man, Isle of Wight and Northern Ireland (but not Republic of Ireland) but these incur premium charges (please see above)
- Delivery times apply only to products in stock. We can not take orders for items that are currently out of stock and can not guarantee when new stock will be available
- In periods of high demand it is possible an order will be accepted with insufficient stock to fulfill that order. In case of items being out of stock, we will deliver as soon as new stock arrives unless you request a refund
- Our couriers work throughout the day, Monday to Friday (excluding public holidays) so your order may arrive any time between 9.00am and 5.30pm
- We do not deliver on weekends or Bank Holidays
- All deliveries must be signed for by either yourself or a trusted friend/neighbour
- Products may be dispatched from several locations and may therefore arrive separately - you will not incur additional delivery charges under these circumstances
- For security reasons we cannot deliver to a BFPO address
- We reserve the right not to deliver orders if we believe the address is not secure, for example, to communal postal address or a PO BOX - if this affects an order you place, we will notify you as soon as possible.
Returns & Refunds
What if I change my mind after placing an order?
Within 28 Days
Not a problem. Our products* are covered by our 28 day no quibble money-back-guarantee as long as they are in their original packaging and unused.
There are 2 ways to return these products (i) Visit one of our local stores with your receipt** and we’ll give you a refund or exchange (ii) Give our Customer Services team a call on 0845 450 3004 and they will arrange for it to be collected, free of charge. As soon as we receive the returned item(s), we will refund the card you made the original purchase with. Please note that for security reasons we can’t refund a different credit/debit card to the one you placed the original order on and we can only send out replacement products to the delivery address specified in the original order. Please also note that we do not refund the delivery cost unless the product is damaged or faulty.
What if there is something wrong with the product?
Within 1 year of purchase
If you return the product with your receipt** and provided the damage is not due to customer negligence, we will provide either a replacement product or a full refund. Replacements are provided at no extra cost to our customers. This does not affect your statutory rights.
Recycling Household Electrical Equipment
With effect form July 2007, the UK's Waste Electrical and Electronic Equipment (WEEE) Regulations require that all producers of electrical equipment are now obliged to pay for recycling of household electrical goods, where previously this bill was met by councils or items were not recycled at all. These regulations also require that all retailers both actively assist in delivering a UK wide WEEE collection infasturcture and encourage the participation of consumers in recycling electronic equipment.
So that you can get your waste electrical goods recycled, Robert Dyas have contributed towards a national fund to assist local councils to further develop their existing waste electronics collection facilities, which will in turn allow producers of this equipment to meet their obligations.
Not all council sites are suitable to collect all types of waste electrical goods but to find out your nearest participating site (including other collection facilities that may not be operated by the council) and for advice on all aspects of recycling at home, please visit www.recycle-more.co.uk . Don't forget to have your postcode ready to use in the 'recycling facilities' locator.
Electronic waste is one of the fastest growing waste streams and much of it can be recycled and resources recovered to make new consumer goods. To remind consumers of the collection methods available which in turn allow recycling to take place, all electrical items sold now carry the 'crossed ou wheeled bin' symbol. To ensure your waste electronics don't contribute to damaging the enviroment, please use www.recycle-more.co.uk and recycle today.
Distance Selling Regulations
Our 28 day money back guarantee goes beyond the legal requirements of the Distance Selling Regulations to ensure you feel comfortable shopping with us. Below is the official requirement of distance selling for your reference:
Under the Distance Selling Regulations, you have a right to cancel your order for any item purchased on this website for a full refund with in 7 days of receipt of goods. To cancel, you can email us or write to us (see Contact page for details) within seven working days*** of delivery of your item(s), quoting your order number. You must not use your items and must return them in their original packaging. Item(s) may be returned to a Robert Dyas store, or we can arrange collection free of charge. If you have a home shopping order query, please email Customer services or call us on 0845 450 3004.
* Please be aware that this guarantee does not apply to products shown as being delivered direct from our Suppliers on the website. To check whether your product is delivered by one of our Suppliers, please refer to the relevant product page on the website
** If your order was delivered, the order number found in the top right of your order invoice counts as your receipt/proof of purchase
*** Working days exclude Weekends & Bank Holidays
