Deliveries and Returns : Your Questions Answered

Need some more information about deliveries or returns? We’ve got your questions covered.

When will my order be dispatched?

When you place your order online you are provided with an order confirmation that includes a ‘target dispatch date’. This is the date we aim to have your order completed and dispatched by. However, it is important to mention that whilst every effort is made to dispatch your order on the target dispatch date we cannot guarantee this.

We will always email you to advise that your order is being dispatched and include tracking information for you to track your items. Please note any tracking information supplied will not show any results until the day of delivery.

When you receive the email advising you of dispatch of your order and you are not going to be in to accept delivery, or you would like to change your delivery date, please contact us as soon as possible and we will try our best to change this for you.

If your order has already left us, then unfortunately we have no control over the delivery schedules but we will try our very best to accommodate you.

What courier do you use to deliver?

As a small family run business, we do not have the resources to provide our own network of transportation services, so we rely on third party couriers to transport all goods.

To ensure we offer the most efficient service we use more than one carrier. The carrier used for your order is determined by the size and weight of your order as well as your postal code area.

On occasion larger and more delicate items will need to be transported via a pallet service. Should this be the case for your order we will discuss this with you to make necessary arrangements.

How much will delivery cost?

Costs for shipping are generated based on order size, weight and delivery area. More information can be seen in the 'Delivery Costs' tab.

Because larger items cannot be conveyed through the carrier’s automated system they have to be manually handled that involves the carrier an extra cost. Any packaged order containing an item(s) in excess of 1500mm in height or with an overall girth in excess of 1750mm will be considered a 'Large Package' and a £10.00 delivery surcharge applied.

How long will my order take to arrive?

Orders dispatched to most UK mainland addresses are sent out on a 24 hour service but this is not a guaranteed schedule. Please note during peak times (such as Easter and Christmas) when the couriers are experiencing high levels of traffic, delivery schedules can be adversely affected.

Our office and warehouse are open Monday to Friday so orders will not be dispatched outside of normal working hours. This includes national bank holidays.

Should your order be a 'Large Package' the delivery schedule above can be increased by 24 hours.

For more information on delivery times to different geographical areas please visit the 'Delivery Costs' tab.

Please do not book an installer or fitter until you have received your order, most deliveries arrive on schedule but delays can occur and we cannot be held responsible for any monies lost due to arrangements being made before arrival of goods.

What happens when your order is out for delivery?

Deliveries are made via a third party carrier between 8am and 6pm Monday- Friday. Weekends deliveries are not currently available.

Please note that once your order has been dispatched Simply Shutters has no control over the delivery schedule. It is not always possible to provide a window for delivery, but the courier may provide this information. This can be found on the tracking details which are sent to you via email when your order has been dispatched.

Goods will be delivered to the address specified on the order unless alternative written instructions are received. All orders must be signed for on delivery.

Upon request, items can be left in a safe place at the customer’s own risk. Simply Shutters cannot accept responsibility for loss or theft should we be instructed to advise the carrier to leave the consignment in any nominated safe place.

Most delivery companies will only provide a kerbside delivery and will not access your property.

Please also be aware that some items may be required to be delivered via a larger delivery truck. If you live on a narrow road or a residential area that cannot accept large vehicles, please let us know so we can inform the courier of this beforehand.

If delivery is unsuccessful due to any details, we were not advised of (ie. you are away or incorrect delivery address provided) and your parcel/s need to be return to Simply Shutters then you be liable for a re-delivery fee.

Whilst we will always try our best to help it is important to advise that once your parcel is within the courier network, we are unable to make any changes to the delivery, including changing address or adding delivery instructions.

What happens upon receipt of goods?

We wrap all of our orders to an exceptionally high standard to ensure a safe journey however on occasion damage in transit can occur. Upon receipt of your order please inspect the items immediately. Any damage MUST be reported to Simply Shutters within 3 working days. Simply Shutters cannot accept nor entertain any claim for damage outside of the 3 day period following delivery.

Please retain all packaging in case your order needs to be returned for whatever reason

Should any items have been damaged whilst in transit then the original packaging must be used for the damaged items to be returned to us.

What happens if I receive damaged items?

Whilst it is not a regular occurrence on occasion items can be damaged in transit.

Should any items be damaged in transit Simply Shutters must be notified within 3 days of receipt.

Please retain your packaging until you have fully inspected your items so that this can be used for the damaged items to be returned to us. Simply Shutters will organise collection of the goods and the delivery of replacement items.

Please take pictures of the damaged items AND the packaging and send these through to sales@simplyshutters.co.uk. We require this to send to the courier to make a claim against them for damage. Please be aware we cannot organise collection of damaged items until we receive images of damage.

We operate a collect first policy whereby we will organise collection of your damaged goods and upon confirmation of collection from our courier service we will then organise sending out a replacement to you. Because of this it is not possible to organise collection and delivery on the same day.

Please note we can organise collection from a safe place but this is at the customers own risk. Customers will also be liable to pay for any failed collections.

If you would rather claim a refund instead of received a replacement this can be organised for you once the damaged item has been collected and received back to Simply Shutters.

How can I return goods I no longer require?

Whilst we are certain you will be delighted with your Simply Shutters products we do understand on occasion that items may need to be returned.

Simply Shutters offers a 14 day 'no quibble’ money back guarantee on selected products. For more information on returns please keep reading.

If you no longer require the goods because you have changed your mind or you have accidentally ordered the incorrect size you are welcome to return them within 14 days of receipt.

Unfortunately, we are unable to accept any goods for return outside of the 14 day period.

Please note this service is only available for items eligible for return. To see more information about returnable products please visit the 'Are there items that cannot be returned?’ section.

To return items they must be in their original unused condition. Wrapped items such as stock sized louvre doors must be in their original cellophane wrapping.

The customer will be responsible for making their own arrangements with a carrier of their choice with the costs of returning the goods (including optional transit insurance- recommended) borne by the customer.

Upon the safe receipt of the goods and with said goods being in original condition we will issue a refund for the cost of the goods less the original outward carriage charge.

Returned items that arrive at Simply Shutters damaged cannot be accepted into stock for a refund. In this instance a claim against the carrier should be made by the customer.

To return items we recommend either Interparcel, Parcel 2 Go or Transglobal Express.

Are there items that cannot be returned?

There are some products that are NOT supported by our 14 day money back guarantee and are not eligible for refund. These include:

– All Town & Country Products

– Modified Louvre Doors

– Special Order items

– Any items that have been modified to your specific requirements

– Security Grilles

Can I exchange my item?

If you have ordered the wrong size and would like to exchange your item you are welcome to do this on items that are supported by our 14 day money back guarantee.

All items must be exchanged within the 14 day period and MUST be within their original condition to be eligible for return.

The customer will be responsible for making their own arrangements with a carrier of their choice with the costs of returning the goods (including optional transit insurance- recommended) borne by the customer.

Upon the safe receipt of the goods an exchange can be made.

Any additional monies for the products (should the price differ) and outward carriage is to be borne by the customer.

Returned items that arrive at Simply Shutters damaged cannot be exchanged.

When will I get my refund?

If you are returning a sample set, an item for refund or receiving a refund for an item that has been received to you damaged, your refund will be processed upon safe return of the item to Simply shutters.

All refunds are made back to the payment card that was used in the original order. We ask you to allow up to 7 working days for your refund to show back into your account.

When a refund has been processed we will email you to confirm the transaction has been made.

If after 7 working days the refund is not showing in your account, after you have been advised it has been processed, please contact our team and we will look into this for you.

To return items we recommend either Parcel 2 Go, Transglobal Express or Interparcel.

If you still require assistance or have any questions our friendly team will be happy to help. Please contact us on 01842 814 260 or sales@simplyshutters.co.uk. None of the above affects your consumer rights.

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