Delivery and Returns
- We offer next day delivery on all orders placed before 2.45pm, pallets before 12.00pm.
- Our delivery terms listed here and throughout the website do not apply to custom made orders, please speak to our team for delivery dates/times for custom orders.
- All our orders are Next Day Delivery for England, Scotland (excluding the Highlands) and Wales.
- Standard Delivery £8.50 Next day up to 30 kilos, £6.50 for every 30 kilos after with a maximum charge of £47.50 delivery before your item is charged at a pallet rate. Please call our office for a quote for pallet rates.
- Pre 12am Delivery
- Pre 10:30-11:00am Delivery
- Saturday/Sunday Delivery
- Saturday pre 12am
- Please enquire with us about the prices of these deliveries.
- 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.
- Deliveries to Ireland are £14.50 per 30kilos on a two day service. All other two day services are £14.50 per consignment.
- Please note that orders wanted for Next Day Delivery must be placed by 2.45pm for guaranteed same day dispatch. However all orders placed after this time and up until 4pm, we will try our hardest to dispatch
- Outside the UK we ship to Belgium, France (Including Monaco), Germany, Luxemburg, Netherlands, Austria and Denmark for £20 per consignment up to 30kilos. For shipping prices on any countries not included in this list please call our office for a quote.
Are Next Day Deliveries Guaranteed?
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 sent to a collection point near your home and you will need to collect with two forms of ID from the collection point. The courier will leave your parcel with a neighbour if that option is available to them on delivery. If all delivery attempts fail and nobody collects the parcel your consignment will be returned to us, if the failures are not a fault of ours or our courier you will be charged again for the return to us and the redelivery.
Please note that if your parcel does not arrive in the time we have allocated to your premises then please contact us as soon as possible so we can sort this problem out for you straight away. Without fail we have your parcel out for delivery in the time frame we allocate, however we use an external courier company DPD/Hermes and with that we cannot always account for your parcels whereabouts unless we are aware that there is a problem with it. DPD/Hermes in their Terms and Conditions allow themselves 5 days to complete their 'Next Day Delivery' Service so please be aware they/we accept no responsibility for a failed 'Next Day Delivery'. If your parcel does not arrive in the expected time frame you have purchased we cannot offer any refunds for a failed delivery and or any financial compensation due to any loss of earnings a delayed delivery can cause. If it is a matter of urgency that your parcel is with you at the time we have advised then please follow up your order with a call to our office so we can make sure we are tracking your parcel to the door.
If you do not receive your parcel within the time frame we have given you must let us know within 13 days of placing your order.
Free delivery is offered on orders £100 (net) or more and needs to be applied on checkout. If the 'free delivery' option is not selected at checkout then delivery will be charged at the regular rate for that weight. Buyers who do not select this option at checkout will not be refunded this delivery later if they do not select the option. Two day deliveries and deliveries outside of the UK, including the isles, may not be included in free delivery. If the option is not available to you at checkout, your area may not be eligible for this delivery option. The Ratchet Shop reserves the right to withdraw the 'free delivery' option at any time without warning.
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 731 608. We are open Monday to Friday (9:00am - 5:00pm). Alternatively you can email us on firstname.lastname@example.org or write to us at:
The Ratchet Shop
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.
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 within 3 days 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.
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
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 (Including Lifting/Lashing Chain and Chain components). 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 do not come with a delivery time frame so please ask our team for an estimated delivery date. 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).
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.