FAQs

What are your shipping costs?

We will ship anywhere within the UK, but for Northern Ireland, the Highlands & Islands of Scotland, and offshore islands such as the Isle of Wight, & the Isle of Man, may have to impose a shipping surcharge. We are also happy to quote for International freight, please contact us.

We have tried to keep our shipping costs as sensible as possible, so you will find that costs vary according to the total weight of the items you are ordering. These are grouped into 2 main weight bands:


all orders up to 1kg - £3.10

and orders over 1kg - £5.00



 

All 'normal' items are sent free when the order value is over £60.00 


All items marked 'bulk buy' are heavily discounted, and we have to charge a more realistic figure of £5.50 plus VAT, with free carriage only applying to orders over £140.00 (inc VAT).



OPTIONAL NEXT DAY DELIVERY PAYMENT £3.50 - - This payment means that orders placed before 12 noon on a working day will be despatched that same day, and should be received by you the next working day (next day deliveries can not be made on weekend days). This is a surcharge on top of the normal freight charge.

Orders received after 12 noon can't be guaranteed to be delivered the next working day, but we will do our level best to try and ensure that they are. Without this extra payment you should receive your order within 3 - 5 days.

I am never at home to receive my parcel - what should I do?

If you are likely to be out when goods are delivered, do please leave any special request for delivery if you have a safe place where goods can be left. This can be done by filling in the space for this when processing your order. If this is not possible the courier will leave a card with contact details so that you can phone them to arrange a more favourable delivery time. Or alternatively – why not leave your work address for deliveries? 



When will you send my order?

Orders are generally despatched within 24 hours, and many within a shorter time frame than that. All our orders are sent from Monday to Friday (with the exception of Public Holidays) with no dispatches over the weekend.

 

When will I receive my order?

Any order can take on average 2-5 working days to be delivered to a UK address. Shipping is one part of the process over which we have no control, so if you have not received your goods within 2 weeks of ordering, please let us know, and we will chase up your order. Normally, goods are received within 5 working days of placing the order.

 

How do you send my order?

Smaller items are despatched with Royal Mail, and heavy/larger parcels (1kg or over) are sent using a courier service (currently Fedex or Hermes).

 

Where is my order?

Any order takes on average 2-5 working days to be delivered to a UK address and 5-10 working days for a Continental European address. So your order may just be on its way. You can always check the online tracking information provided in the “Your order has been shipped” email for more precise information and follow your order with the tracking information you will have been sent.

If you have been waiting longer than the stated times, or have not received any tracking information then please don’t hesitate to contact our customer service team.

 

The tracking on the courier’s website doesn’t show any information, what should I do?

The tracking information of your parcel is only available on the courier's website after your order has been collected. Please note however that you may need to wait up to 24 hours before any precise information is made available from the relevant scans.

 

My order has been sent but I still haven’t received it, what should I do?

Firstly, please check the tracking information online using the tracking number and relevant courier's website provided. If the information says your parcel is still on its way, we ask that you wait until the parcel arrives in due course.

Please double check the delivery address and any delivery instructions given to minimise the risk of any confusion.

 

If the information online is not sufficient or you don’t have a tracking number for a small parcel sent with Royal Mail, then please don’t hesitate to contact our customer service team after the stated delivery timeframe has passed. Please also contact you local sorting office to see if it has been held there.

 

How long do I have to wait without receiving my goods before you can resend my order?

If your order has been sent by Courier then this should never happen but if it is not with you in 2-3 working days after the date you had your “shipped” email then please contact us and we can look into this for you. For all Royal Mail orders we have to wait for 15 working days from the date of dispatch before we can re-send an item, and we ask you to contact your local sorting office to see if the item has been held there.

 

What happens if I am not here when my order is delivered?

Our couriers will do their best to deliver, but if this is not possible you will be left a calling card and you should then contact them directly to rearrange a delivery.

If the item is small enough and does not require a signature, it will be simply posted through your letterbox.

If the item has been sent by Royal Mail and requires a signature your order will be taken back to your post office and you will have been left a card to contact them accordingly.

 

You can of course contact our customer service team directly on 01363 860232 over any delivery issues and we will endeavour to get them resolved.

 

My order has arrived damaged, what do I do?

Firstly, we advise you check the condition of the parcel before signing for it. Please check both the inside and outside and ensure you are satisfied with the condition of the goods. In the event of extreme damage, it would be best to refuse the delivery and instruct the courier to return the parcel to us. Then, contact our customer service department immediately and inform us of what has happened so we can get a replacement sent out.

 

If you have accepted the parcel before realising it was damaged, or the parcel has been left in a safe place when you were not around to inspect it, then we ask you take a picture of the damaged items and contact us as soon as possible so we can take the necessary action and resend an item or refund you accordingly. Please note that our return policy states that all damaged goods have to be reported within 15 days of the order otherwise we reserve the right to reject your request. For more information please see our Returns and Refunds Policy in fulll.

 

My order has arrived but an item is wrong / missing?

Please feel free to email us on sphsupplies@googlemail.com, or call with your order number, to report this within 7 days of receiving your order. Please have your invoice to hand as we will need the invoice number. We can then get the correct or missing item out to you and arrange the return of an incorrect item.

 

I have ordered but I still haven’t received the “Your order has been sent” email, why?

First and foremost, please double check that this email has not arrived in your spam folder. To avoid this happening, we recommend you add sphsupplies@googlemail.com to your contacts.

If you have checked and your email has definitely not arrived, there are a few reasons for why an order will be put on hold :

We dispatch our orders from Monday to Friday so if your order was placed between Friday evening and Sunday, it will be processed the following working day (normally Monday).

The products are not in stock and therefore we cannot dispatch your order. You will get an email from us informing you so please check your emails for an email of this type.

Your payment was not made successfully or the order process not complete. Again you will receive an email from us informing you of the situation so please check for this.

 

If none of the above apply to your order and you have no contact from us whatsoever, then please contact our Customer Service team with your order number.



Can I exchange a product?

We treat each order as an individual purchase as we do not have the facilities to "exchange" items. The items in question would need to be returned to us in their original and unopened packaging and a refund will be issued, meanwhile place a new order for the correct item and we can then despatch this to you.

 

How long does a refund take to process?

If a refund needs to be issued by SPH Supplies it will be done so immediately by our Customer Service Team, however it can take up to five working days for it to show on your bank statement.

 

What payment methods can I use?

At the checkout stage you will find that we accept 3 payment methods:

pay by credit/debit card or with Paypal,

phone us with your card details,

pay by cheque. Please bear in mind that this is slow and we then have to wait for the cheque to clear

How can I use my voucher/promotional code?

It is easy.
Just shop normally by adding the products you want to your cart and when you’re ready to check out click on the “Checkout” button towards the top of the page to display the details of your shopping cart.
In your shopping cart, just enter your discount code in the space provided. Then press the “Add Code” button. The discount will be applied to the applicable product(s) and the new price will be displayed. You can now continue the checkout.

 

If your question has not been answered please do give us a call on 01363 860232 or email sales@sphsupplies.co.uk


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