Shipping policy
How much is delivery?
UK Mainland
The good news is, delivery is free for orders over £99!
If your order is under £99, a small delivery fee of £9.99 will be charged in line with our postage charges.
We do offer the option to upgrade your order to a next working day delivery service. Please see below a full breakdown of delivery services we can offer and their associated costs: -
Orders under £99 ex Vat
Standard (2 to 3 Working Days) - £9.95
Next Working Day Delivery (orders before 1pm) - £15
Orders over £99 ex Vat
Standard (2 to 3 Working Days) - FREE
Next Working Day Delivery (Orders between £99 and £500 placed before 1pm) - £7.50
Next Working Day Delivery (Orders over £500 placed before 1pm) - £15
Offshore UK
For items being delivered to the Offshore regions of the UK, our courier charges additional rates:
Northern Ireland
Standard Delivery, Orders under 30kgs (3 to 6 Working Days) - £40
Standard Delivery, Orders over 30kgs (3 to 6 Working Days) - £60
Channel Islands, Scottish Islands & Isle of Man/Wight
Standard Delivery, Orders under 30kgs (4 to 10 Working Days) - £25
Standard Delivery, Orders over 30kgs (4 to 10 Working Days) - £50
Import and custom duties
Please note: Some countries have import taxes and customs documents, which we unfortunately can’t be certain of, or pay for in advance. Some of these countries are:
Bermuda, Cyprus, Hong Kong, Iceland, India, Israel, Kuwait, Malaysia, Malta, New Zealand, Saudi Arabia, Singapore, South Africa, South Korea, Switzerland, Taiwan, United Arab Emirates.
If you're placing an order from any of these countries, you might be charged import duties that will be payable by you. If you're ordering to the Channel Islands, there might be a GST charge that we can't predict or cover in advance. Check your local government website for details on GST thresholds.
When will I receive my order?
For UK Mainland, if you order before 3pm, the great news is you’ll receive your items within 2-3 working days, unless you have upgraded your delivery to a faster service (order before 2pm).
The couriers we use deliver orders Monday to Friday between 8am to 6pm.
For Offshore UK, items ordered before 3pm can take up to 10 working days to be delivered depending on the service order and location.
Who will deliver my order?
To ensure the fastest, most reliable and safe delivery of your order we always ensure we use only best shipping providers. Due to variety of size and weight of products we supply we do vary which courier is selected to ship your order.
It is possible that more than one courier can be used to deliver one order depending on the items ordered. But don’t worry as all the tracking information and selected shipping provider is sent via email automatically when your order is shipped.
How do I track my order?
Simply type in your tracking number provided via email to the appropriate courier service to get the latest tracking information on your order.
The courier will make one delivery attempt. You’re not there? The driver may deliver to a neighbour or deliver your parcel to a nearby depot, so that you may receive your order as soon as possible.
It always best to track or contact the courier first for the fastest most up to date information on the delivery of your order.
How do I track an order sent by DPD?
DPD will make one delivery attempt. You’re not there? The driver may deliver to a neighbour or deliver your parcel to a nearby Pickup parcelshop, so that you may receive your order as soon as possible.
Search for your nearest Pickup shop.
To ensure you get the best experience with our DPD carrier, please download and use the DPD app – you'll have the opportunity to select a preferred neighbour as well as a dedicated safe place.
You can now pinpoint your exact delivery address location thanks to DPD’s partnership with What3words. For instructions on how to add this to your delivery preferences in the DPD app, view DPD's guide on how to add a delivery What3Words Address.
Important: When you collect from a Pickup shop, make sure you bring photo ID and proof of your address, a utility bill will be fine. You’ll also need your email (just on your phone will work). If your order is not picked up from the pickup shop within 7 days, or if it is rejected upon the delivery attempt, or you request to cancel once the order has been picked and packed by our warehouse team, then you will be refunded less £25 due to carrier costs to have the parcel sent back to us.
What happens if my order is being delivered on a pallet?
Don’t worry, the courier will come fully prepared. Due to the weight and size of our products many orders are sent on a pallet. When orders are sent on a pallet it is important to be aware of the following so that you are ready to take delivery of your order: -
- Make the appropriate space available prior to delivery.
- All pallet deliveries are a kerbside delivery.
- The courier is not able to take any empty pallet/s or packaging away with them.
- Unfortunately, the driver is not insured to help you unload/de-palletise the order.
What happens if I miss my delivery?
The courier will make one delivery attempt. You’re not there? If you have requested so, the driver may deliver to a neighbour or deliver your order to a nearby depot, so that you may receive your order as soon as possible.
The courier is at their discretion to charge for any redelivery attempt/s of all or part of an order.
Although these circumstances are rare and always avoided, should we be charged for this redelivery this cost will be passed onto the customer. These costs are a fixed price depending on the service used:-
Parcel redelivery - £25 for each attempt
Pallet redelivery - £85 for each attempt
I need help.
If you suspect your parcel may have been lost or not delivered, first of all, we’re sorry you haven’t received your delivery. Don’t worry, contact us within 7 days of the original delivery date and we’ll look into this for you. If we are made aware outside of this time, it’s unlikely that lost parcel costs can be covered by the AXB Group.
For any questions about how to return items, head to our returns page.