We aim to dispatch all orders within 3 full working days. Most orders will be delivered the next working day after dispatch. Some remote areas of Scotland and UK Isles may take up to 3 days to arrive from the date of dispatch.
The only exceptions to the 3 day dispatch is for orders taken before, during or just after the Christmas/New Year period or orders taken over long bank holiday weekends as we may have a backlog of orders to fulfill.
The current expected dispatch date is shown at the top of every webpage and will be detailed on your order confirmation. Please note, the dispatch date is the day we dispatch the goods. It is not the delivery date, nor do we indicate it is the delivery date.
We do not guarantee the delivery as circumstances beyond our control can have an effect, such as the courier misrouting the parcel, the drivers vehicle breaking down or the recipient not being home at the time of delivery.
In our opinion, DHL are a superb courier in almost every circumstance. In 2019, 98.2% of our deliveries were delivered the next working day without any issues. However, on rare occassions problems can occur. We will always do our best to get any delivery issues resolved as quickly as possible.
Unfortunately we cannot add to or amend orders once they are in the system. To be 'in the system' means your order has been processed and the different parts of the order are being manufactured by different people operating different machines. To reduce errors, the specification of each frame/mount/glazing is automatically sent to the different manufacturing machines as a digital file.This typically happens at 7am the morning after the order has been placed.
To locate an order amongst the other 500+ orders that we constantly have 'in the system', and also stop each manufacturing machine so the digital file can be updated, is time consuming and prone to errors.
We also do not combine multiple orders once they have been packed. We typically have hundreds of orders within our packaging stations. Once an order is boxed, it will be put into a cage ready for the multiple collections by our courier throughout the day. It is time consuming to locate a single order amongst hundreds of packaged orders before unpacking the box to combine it with another order.
For this reason we cannot add to or amend any order after it has been processed. Whilst we accept this may be frustrating if you only want to add an extra mount or make a small adjustment, we hope you will understand our reasoning. We also ask you to ensure you double check all items being ordered are correct being proceeding with payment.
We may be able to add to an order if you contact us by replying to your order confirmation before 5pm on the day the order was placed.