Delivery and Returns

How much does delivery cost? Where do you deliver to? How do I return delivered items? All these questions are answered below.

Delivery

It is important that delivery goes to an address where the goods can be signed for. You can authorise a neighbour to sign on your behalf or we can deliver to your workplace.  Please advise us if there is a safe and dry place where your parcel can be left.  Alternatively, at the checkout you can opt to have your parcels delivered to a UPS Access Point near your home or place of work.

UPS Access Point locations offer customers a safe and flexible alternative to home delivery and prevent missed delivery attempts when there is no-one available to receive and sign for the goods. Customers are notified when their shipments have arrived at the UPS Access Point and will be advised of the address and contact information for the delivery location.  Customers will need to present an officially recognised government-issued ID (and parcel release code when required) to retrieve their parcels.

Where do you deliver?

UK mainland, Scottish Highlands and Islands, Northern Ireland, Isle of Man, Isles of Scilly, The Channel Islands.  We have international rates for delivery to the Republic of Ireland, Europe and the rest of the world.  The cost of delivery is based on the weight of the parcel and the speed of the delivery and will be calculated for you at the checkout.  Details of rates are below.

 

I need my delivery to arrive on a specific date.

Whilst we endeavour to make sure orders reach you on the required date, factors outside of our control may not make this possible. We advise to play safe and order your goods to arrive in advance of your specific date so as to avoid disappointment.

 

What if my order hasn't arrived after 7 working days?

You must advise our customer services team if your order does not arrive within 7 working days. Please have your order number ready so we can check the situation for you straight away.  After 7 working days we cannot be responsible for the non-delivery of your goods.

 

What if I'm not in when my order is delivered?

The driver will leave a card saying he/she has called. Just ring the phone number on the card and arrange a more convenient delivery time. You must contact the courier within 3 working days otherwise the goods will be returned to us. The courier will attempt a second delivery at no extra charge. For third and subsequent deliveries there will be additional charges.  Alternatively at the checkout you can opt to collect your parcel from a UPS Access Point near to your home or place of work.

 

Can I arrange for my order to be delivered to a neighbour or to my place of work?

Yes, please follow instructions when ordering. There is an option for your order to be delivered to another address as long as there is someone there to receive it and sign for it on your behalf.

 

The goods were damaged when I received them.

It goes without saying that your goods should arrive undamaged. However, some of our products are especially fragile and from time to time this can happen. Please check the parcel before signing for it and if the package shows signs of damage in transit or goods within sound broken sign for them as damaged.  Contact our customer services team straight away to inform us of any breakages. For a refund on damaged goods we require notification within 7 days of delivery. Damaged or faulty goods will be exchanged at no extra charge or will be refunded in full.

 

Can I specify delivery instructions?

If you think you won't be in to receive your order please specify a dry and safe place for your package to be left. Deliveries will only be left without a signature if you instruct us to do so. Goods will be left at your own risk and we cannot accept responsibility for any damage or loss of your goods.

Courier deliveries are Monday - Friday.  Orders received on Friday before midday will be dispatched the same day for delivery from Monday the following week.  Orders placed after midday on Friday will be processed for dispatch on the following Monday.  Please bear this in mind when placing your order, especially if you require Next Day Delivery.  

May I return an item used in a photoshoot?

From time to time we receive orders from photographic and production studios who use our products for their themed shoots and productions.  You are welcome to return the products to us if you no longer have use for them and do not wish to store them on your premises.  However, please be advised that we do not issue refunds on items that have been used in photo and production shoots.

To arrange a Saturday morning delivery please contact our Customer Services Team on 01453 751891.

The last ordering time/date for NEXT DAY DELIVERY in time for Christmas is midday on Wednesday 20th December 2017.  Please make sure you select NEXT DAY DELIVERY at the checkout.

 

TIMED NEXT DAY DELIVERIES

Please contact us for a price if you would like to arrange a timed next day delivery for your goods. Orders for Next Day Delivery need to be placed before 12pm which is the cut-off point set by our courier service. 

 Economy delivery (5-7 DAYS)& for parcels weighingunder 1KgStandard delivery 1-3 DAYS)& for parcels weighing 1Kg – 20KgNext day delivery Up to 10KgSaturday delivery

Zone 1
UK Mainland and Islands

(Channel Islands, Isle of Man, Isle of Wight, Scilly Isles)

£4.95

Free for orders of £100 and above

£7.95

 

£11.95

£22.95

Zone 2
Northern Ireland & Republic of Ireland

£4.95

Free for orders of

£100 and above

£11.95

 

£16.95

N/A

Zone 3
Belgium, Netherlands, France, Germany, Greece, Luxembourg, Monaco,

£25 up to 10Kg

 

N/A

N/A

N/A

Zone 4 Andorra, Austria, Czech Rep., Denmark, Finland, Italy, Leichtenstein, Norway, Poland, Portugal, San Marino, Spain, Sweden, Switzerland

£25 up to 5Kg

£30 up to 10Kg

N/A

N/A

N/A

Zone 5
Bulgaria, Croatia, Estonia, Hungary, Latvia, Lithuania, Romania, Slovak Rep., Slovenia

£32 up to 5Kg

£37 up to 10Kg

N/A

N/A

N/A

 

CARRIERS FOR DECOCUBE LTD  (and Christmas Style)

Our contracted carriers are UPS and Royal Mail. When your goods are despatched by UPS you will receive a consignment number by email so you can track your order. Decocube Ltd cannot be held responsible for any of the actions of our third party courier drivers.

 

LARGE ORDERS

Wherever possible we will pack your order into one carton to keep delivery charges to a minimum. Sometimes this isn't possible and multiple cartons or a pallet delivery are required. For these orders, we shall pick out the items in our warehouse, calculate the cost and then email/phone a quote detailing delivery costs and delivery date. On confirmation of this quote and payment, the goods will be despatched from our warehouse.

 

Decocube Ltd reserves the right to adjust delivery prices and conditions at our discretion and without prior notice, as stated in our terms and conditions.

 

INVOICING

All deliveries are despatched from our warehouse with an invoice listing the items you have ordered.

 

RETURNS

What is your returns policy?

If you decide not to have an item, for any reason at all, it's not a problem as long as the item is unused and in its original packaging. Contact our customer services team within 14 days of receipt of the goods by email info@decocube.co.uk or by phone 01453 751891. We can either exchange the item or give you a full refund.

 

How soon will an exchange or replacement be sent?

We will pick out the new items from our warehouse and despatch them to you once the original item has been returned to us. If you require an exchange or replacement in a hurry we suggest you place a new order. We will refund returned items within 7 working days of being received by us.

 

Who pays for the return of faulty items?

Decocube Ltd will pay for the return of faulty/damaged items as long as you have notified us of the condition of the goods within 7 working days from the day after your delivery arrives.

 

Who pays for the goods to be returned?

If you have changed your mind you will have to pay the cost of returning goods to us. The goods must be unused, in their original packaging and in re-saleable condition for a full refund. We will refund returned items within 7 working days of receipt. We recommend you use a secure and trackable service as Decocube Ltd is not responsible for the loss of returned items or for items damaged in transit to us.

 

If you are returning goods for refund or exchange please send them to:-

Decocube Ltd

Unit G3

Bath Road Trading Estate

Stroud

GL5 3QF