Delivery & Returns

Delivery

We offer several delivery options to any location within mainland UK only.

For orders over £100 your order will qualify for FREE delivery which, once your order has been received, will take between 3 to 7 working days for delivery.

For orders under £100, our standard delivery charge will apply which is £25. Once the order has been received it will take between 3 to 7 working days for delivery.

For both the above options, once your order has been received our logistics team will contact you to arrange a suitable delivery date. Delivery will be on the agreed delivery date between 09.00 and 18.00.

For urgent orders we offer a Next Day Delivery service on all orders at a charge of £45. All orders must be received by 13.00 Monday to Friday and your order will be delivered the next working day by 12.00.

For large orders over 10 panels whom require a next day, named day or Saturday delivery please contact our logistics team prior to ordering to. This is to ensure that logistically this is plausible and our customers are not let down.

If you are unable to accept delivery Monday to Friday due to commitments but require your order urgently, we now offer a Saturday delivery. Please select this option when going through the checkout process and you will receive your order by 12.00 on Saturday. The cut off point for a Saturday delivery is each Thursday at 17.00.

The delivery options will be given when you proceed through the checkout before payment.

We do not deliver on Bank Holidays or Sundays.

Unfortunately our couriers can not telephone prior to delivery. If you require a morning delivery slot please choose either Next Day or Saturday Delivery option when going through the check out process.

 

We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. For further T&C’s please see our page https://igloosurfaces.com/website-sales-terms-conditions/

Returns

If your product is damaged upon delivery, is not fit for purpose or if anything is wrong please ring our team immediately on 01709 329117 and we will be more than happy to help.

Under the Consumer Contracts Regulation 2013, you have the right to cancel and return your goods for any reason, so long as written notification is provided within 14 days of receiving the goods. We recommend you contact us first by telephone and then provide written confirmation of your desire to cancel by email.

It is your responsibility to return the goods with a courier of your choice and to cover the cost of this return. This also ensures you will be insured against any transit damage which occurs in the delivery of the goods back to Igloo Surfaces, and if transit damage does occur, you will be able to make a claim for the value of the goods from the courier you used. You MUST return the goods within 14 days of receiving notification from Igloo Surfaces Limited to do so otherwise you will void your right to cancel.

In most circumstances, we cannot arrange for the goods to be collected as we will not be insured against transit damage. However, in some cases, we may be able to collect the goods from you directly, but you will be required to pay for the cost of that collection. Please Note: If you refuse the goods at the point of delivery, this is equivalent to having them uplifted and will still be subject to the appropriate return costs.

Upon the receipt of the goods back into our warehouse and provided they are undamaged and delivered with the original packaging, we will issue a full refund for your order within a maximum of 14 days. All agreed refunds will be made using the same payment methods as used by the purchaser. Note: If you have paid extra for a special delivery day or time, this additional delivery charge is non-refundable.

Damages

As all our products are quality inspected prior to despatch, in the event of Igloo using a 3rd party courier you MUST CHECK YOUR GOODS BEFORE SIGNING THE COURIER SLIP.

Don’t let the driver rush you. It is essential that you check the goods BEFORE signing for them.

If you sign for the goods and then check them later to find they are damaged the haulage companies will not accept any claims and you will be unable to get any refund or replacement.

This is why it is extremely important that you check the goods or, if you cannot be there to receive the goods yourself, that you clearly explain this to whoever is receiving them.

If, for any reason, you are unable to check the goods thoroughly, you MUST NOT SIGN the courier slip and should refuse delivery and have the goods sent back to the courier depot to rearrange another delivery date.

We don’t mind if you use the same ethos of checking your products when it is our in house drivers delivery the goods to you, please do so.

We have been dealing with 3rd Party haulage companies for many years and have tried a vast array of companies and they all have the same strict policy on damages. If the customer has signed for the goods – it is a legally binding approval by that customer that the goods were received in good condition and so no claims for damages will be entertained.