Delivery and Returns
Delivery Information We offer next day delivery on all orders placed before 13.30pm, pallets before 12.00pm All our orders are Next Day Delivery for England, Scotland (excluding the Highlands) and Wales. Standard Delivery £7.50 Next day up to 30 kilos, £6 for every 30 kilos after with a maximum charge of £35 delivery Pre 12am Delivery £10 Per Parcel Pre 10am Delivery £14 Per Parcel Saturday Delivery £24 Per Parcel Saturday pre 12am £30 Per Parcel
All orders to the Highlands, Ireland and the Isles are a 2 day service. Parcels shipped outside the UK, Ireland and Scotland can take up to 5 working days for delivery.
All two day services are £14 per consignment up to 30 kilos and £11 for every additional 30kilos
Outside the UK we ship to Belgium, France (Including Monaco), Germany, Luxemburg, Netherlands, Austria and Denmark for £14 per consignment up to 30kilos. For shipping prices on any countries not included in the above list please call our office for a quote.
Do I have to sign for delivery? The delivery company will require a person over the age of 18 to sign for goods as proof of receipt. Although we recommend you sign for your own goods, it is not required that the signature be from the specified recipient. If you are not available to sign for your goods, you will receive a calling card from our courier DPD. You will then have to call the number on the card quoting the reference given to arrange a re-delivery. Please be aware that the courier will only attempt to deliver your parcel twice and if they are unsuccessful then the parcel will be returned to our depot. If the fault is not of us or our courier you will be charged again for the redelivery.
Who do I contact if I have a problem? If you would prefer to talk to us directly about an online or telephone order, please call us on 01638 731608. We are open Monday to Friday (9:00am - 5:00pm) Alternatively you can email us on info@theratchetshop.co.uk or write to us at The Ratchet Shop Nutting Grove Upend Newmarket Suffolk CB8 9PL
Tracking My Order: As long as the correct email address has been entered into the system for your order, you will receive tracking information for your parcel on the day it is dispatched. This will give you an hour\\\'s delivery slot for your parcel and it will also give you the option to change your delivery if the time/day given does not suit you. Alternatively you can contact our office for further assistance.
Items Missing If your order arrives and the parcel is damaged you must check your parcel before you sign for it to make sure that nothing is missing. If the parcel is missing an item(s) due to it being damaged you must reject the parcel and state your reason of (missing items due to damage) with the courier
If your parcel arrives with no damage, but items are missing, you must make us aware of the missing items immediately so this can be looked into and resolved. This is very rare as our parcels go through a checking line before dispatched, so please make sure you double check the items you have received against your order before contacting us.
Returns and Refunds Please refer to the following information when returning products delivered from the The Ratchet Shop website.
Faulty Products In the unlikely event that a delivered product (including special order and made-to-measure items) is faulty or damaged, we will exchange the product or provide you with a full refund. Notification of any defect must be made within 30 days of the product being delivered to you. We reserve the right to inspect all returned products prior to agreeing to any part-refund, full refund or product exchange.
Faulty products can be returned directly to us at:
The Ratchet Shop Nutting Grove Upend Newmarket Suffolk CB8 9PL
The return must be accompanied with proof of purchase, for a full refund (including delivery charge). Alternatively, collection of the product can be arranged through our nominated carrier, please call our sales team on 01638 731 608 for help with returning an item. We require the return of the products within 7 days of the refund request being made.
Products No Longer Required In the event that you wish to return an item(s) purchased from The Ratchet Shop that is no longer required, we will provide you with a refund, excluding any delivery charges (unless you cancel the order before it has been dispatched for delivery) and provided we are advised of the proposed return within 30 days of the product being delivered to you.
The item(s) must be delivered back to us and will be inspected before any refund is made. If they have been used or are not returned with the correct packaging, you will not be refunded for the item(s). We reserve the right to inspect all returned products prior to agreeing to any part-refund, full refund or product exchange.
The return must be accompanied with proof of purchase, for a full refund (not including delivery charge). Alternatively, collection of the product can be arranged through our nominated carrier, please call our sales team on 01638 731 608 for help with returning an item. We require the return of the products within 7 days of the refund request being made.
Your refund, once accepted will be processed within 30 days.
Special Order and Made-to-Measure Products Special order products are NOT subject to our next-day delivery policy and may also incur an added delivery cost to any items ordered from The Ratchet Shop website stock items. Special Order products can take up to 5 working days for delivery
For an item that is not on the website, please call 01638 731 608 for a price and estimated delivery time.
Made-to-measure products may NOT be returned unless they are deemed to be faulty or have been damaged in transit. (Please see details above concerning the return of faulty or damaged products).
Additional Information Refunds are not available on \\\'free with purchase\\\' items, unless all other products are returned. All refunds will be made to the account used to purchase the product. This does not affect your statutory rights. |
