Delivery Exceptions & Charges

Delivery Exceptions and Charges

Delivery information

When we accept your order, we aim to deliver your product(s) within the timescales outlined below. There are some postcodes where we cannot guarantee these timescales see ‘Exceptions to typical delivery timescale’s’ for more information.

When buying online, you can request products be delivered to a Click & Collect location, or to an address of your choice within a specific delivery window. When you select a delivery date, we’ll present both options if available, or just one option if circumstances dictate.

Some offers, and promotions may have different delivery timescales, which will be outlined in the terms and conditions for each promotion. If you have any questions regarding your order, email orderenquiries@avoxent.com.

Products will sometimes arrive separately, but you won’t incur any additional delivery charges. If you’ve ordered an item that won’t be available for more than a week, it will be dispatched by your chosen method once available. We’ll confirm by email once your order has been dispatched.

We reserve the right not to deliver an order if we believe the address is not secure (e.g. a communal postal address or PO Box). If this impacts your order, we’ll notify you as soon as possible.

Sometimes, items may be delivered outside the published timed windows. If no-one is in when the courier calls, they’ll leave a calling card with instructions on what to do next. You’ll be responsible for paying any costs incurred for re-delivery.

How We Arrange Delivery

Once your order has been processed we will contact you via email or telephone to confirm your order and arrange a delivery date, unfortunately we cannot provide an exact time for delivery as this is at the carriers discretion.

Delivery lead times are determined by the stock status of the product(s) ordered. We state on all product pages the stock status of that particular product and therefore work to these lead times to ensure we can deliver your order in the best possible condition.

In Stock Items – Products displaying the stock status ‘Item in Stock | Next Day Delivery’ are usually dispatched same day if ordered before 11:00am and next working day if ordered after 11:00am.

Special Order Items – Products displaying any other stock message are ordered in from our suppliers and are subject to longer lead times which will be displayed. If your order consists of multiple items with different delivery times, you may receive your order over more than one delivery, or full orders may refer to the longest lead time of any one item you have ordered. Please speak to our team if you require any clarification, or if you need to advise any specific instructions for delivery.

Please be aware, any lead times given are estimates only and while every effort is made to deliver items to you before the maximum date, unforeseen delays may occasionally occur. Please allow up to 28 working days for items to arrive, unless stated otherwise. Please ensure that all delivery details are accurate as incorrect details could lead to a delay in delivery.

Back Orders

If one of our products is out of stock, the stock status on our website will state indicate this. Please be aware, In some rare instances it may be possible to still order an out of stock product on the website, this is due to the fact we use a dynamic stock system which updates in 30 minute intervals. If you have managed to buy an out of stock item, we will contact you immediately the following day to offer you some suitable solutions.

Delivery Exceptions

Although we do have a large range of products available in stock, some products can take longer for delivery as sizes and quantities may need to be delivered in from our warehouse. Delivery lead times are stated on product pages and you will be notified, at the point of order, by email or telephone of any extended lead times for your order.

We shall be under no liability for any delay or failure to deliver the goods within the estimated timescale. Whilst we make every effort to deliver goods within the estimated timescales, occasional delays are unavoidable due to unforeseen factors.

Checking of Goods

While problems with deliveries are extremely rare we do ask the following just to be safe. Unless the item you order states ‘next day delivery’, deliveries of all heavy goods are booked in with customers by phone to allow you time to prepare and be able to receive the goods. Our couriers are instructed to allow 15 minutes in order for you to check goods on delivery. We would always advise that if you are not satisfied with the condition of the goods at the point of delivery, that you refuse to sign for the items. We appreciate that in some circumstances, a thorough check of the goods can be difficult in 15 minutes. However, in the vast majority of cases, any damage that occurs in transit can be identified from a quick inspection of the packaging on all sides, or a walk around the pallet. If you can see any signs of damage during these checks, then we kindly ask that you state ‘damaged’ beside your signature when you sign to accept the goods and notify us within 24 hours of receipt. This will ensure a speedy turnaround of any necessary replacements.

The Day of Delivery

As we utilise a national courier service, using a number of couriers to deliver our goods, we are unfortunately unable to provide an exact time for delivery as this is at the carriers discretion. Delivery times are usually between, but not restricted to, the hours of 08:00 and 18:00. It is assumed that the delivery address is accessible by large lorry, if this is likely to be a problem, please contact us to inform us about any restrictions.
Unfortunately, due to insurance restrictions, couriers are only able to deliver items to ‘kerbside’. It is not their responsibility to take the delivery into your home, it is therefore advisable to make sure that there is adequate help to unload the delivery into your home. If the courier is unable to make a delivery because you were not available, you will be liable for a charge for re-delivery.