Delivery & Returns

Delivery

Delivery Cost Guide To UK Mainland *
 
Free Standard Delivery to England, Wales and Scottish Lowlands -
for orders over £60 (£50 ex vat)
 
Weight Carrier Cost
up to 2kg Diamond Logistics Small Packet - Standard 2-5 Working Days £3.95
up to 2kg Diamond Logistics Small Packet - Next Working Day £5.95
up to 30kg Diamond Logistics - Standard 2-5 Working Days £5.99
up to 30kg Diamond Logistics - Next Working Day £7.99
     
* This table is intended as a guide to delivery charges only & excludes the delivery charges on eBay & Amazon. For accurate delivery charges please use the shipping estimator on our shops which calculates delivery charges based on weight of items to be purchased and postcode. The estimator can be found at the bottom of the shopping cart page.
     
Free Stanard Delivery to England, Wales and Scottish Lowlands - for orders over £50+VAT. (Exceptions below) For orders under £50+vat, over 30kg, or outside of the free delivery area please use the Shipping Estimator below your Shopping Cart to see the choices and prices.

Some postcodes in Scottish Highlands & Islands, Northern Ireland, Isle of Wight, Isles of Scilly and IoM have a delivery surcharge based on the weight of the order. The actual shipping charge will be shown during checkout.

To see the delivery charges for your location and order size please add your products to the Cart and view the "Shipping Estimator" located at the foot of the shopping cart.

EU, Europe, North America, Rest of the World Please email sales@truetraders.co.uk for a quotation.

When ordering please make sure you provide a full delivery address including postcode, the name of the recipient and a contact telephone number. Deliveries may need to be signed for.

Standard 2-5 working days delivery to all UK. Stock products are normally next working day - the cut off being 2pm on a working day or 1pm for orders including metal fencing pins or 2m plastic barriers.
IF YOU NEED A QUICK DELIVERY PLEASE CALL US ON 01493 854611 AND WE WILL FIND A WAY TO MEET YOUR REQUIREMENTS.

Next working day delivery to UK Mainland applies to Stock products only - the cut off time being 2pm on a working day.
Working days are Monday - Friday (excluding Public holidays)
Order by 2pm Mon - Thu your order will be delivered the next working day.
Order by 2pm on Friday your order will be delivered on Monday (next working day). 
Order during Sat or Sun your order will be dispatched on Monday for deliver on Tuesday.
Order AFTER 2pm your order will be dispatched on the following working day for delivery on the next available working day.

Whilst we endeavour to ensure delivery times are met please note that circumstances beyond our control may sometimes delay arrival. In the event of a late delivery, we will of course refund any additional charge you have paid for next day delivery, however, late delivery does not in itself entitle you to cancel your order. Any additional Next Day Delivery charges when a delivery attempt is made on time cannot be refunded.

Our online shops are set up for deliveries to all of UK (incl dependencies) and Ireland. If you would like a quotation for delivery to other countries or for a bulk order then please contact us on +44 (0)1493 854611 or email sales@truetraders.co.uk

Our My Pet Carrier shop is already set up for Worldwide Deliveries, please us the Shipping Estimator found at the bottom of the shopping cart page this will calculate the delivery charge based on weight of items to be purchased and the country & postcode for delivery.

'Post & Rope', and 'Tensabarrier' products are normally 5-7 working days delivery to UK.

Trinter mesh is a special order and is excluded from the Free delivery

Metal Crowd Control Barriers have a delivery charge based on the number of pallets needed to deliver and always have a delivery charge. These cannot be ordered online because of this. Please call 01493 854611 to order.


Late Delivery and Other Problems

We do of course make every effort to ensure that your order will arrive within the delivery times shown on the website. Unfortunately, on rare occasions this may not always be possible. Should your order fail to arrive when expected, please contact us immediately and we will do our best to resolve any problems (please note that our liability does not extend to providing compensation for late or failed deliveries). 

We make every reasonable effort to ensure that your order meets and hopefully exceeds your expectations. Of course, in rare cases things can sometimes go wrong and we will always do everything we can to rectify any problems in a quick and satisfactory manner. However, please note that we cannot be held responsible for any resulting additional expense you may incur unless with our prior written agreement.

Occasionally, time delays with "Made to Order" items may occur. We will do our best to get bespoke orders completed and delivered within the estimated time scale. However, problems do occasionally arise that cause delays in the manufacture and delivery of "made to order" items. This does not entitle you to cancel the order, therefore we cannot accept that "time is of the essence" in "made to order" or "bespoke" situations.


Returns

We know sometimes it can be difficult when shopping online because you don't get to physically see the product before you purchase. That's why we offer all customer a 14 day cooling off period. If your item is not defective and you simply don't want to keep it just follow the steps below.

• Request a return within 14 working days following receipt of goods, either e-mail us or call 01493 854611
• Return your product in unused and saleable condition within 14 working days after your request to return
• Once the item is returned, you'll receive a refund (original or return p&p not refunded)

For reasons other than damaged, not working, or wrong goods sent, the cost of the return will be borne by the customer.

Please note that items that cannot be returned by a Royal Mail service may cost £10 or more per item to return to us. Addresses outside of England, Wales and the Lowlands of Scotland may be more expensive still. For a more accurate estimate of the cost of return for your particular order, or if you would like to cancel this order before despatch please contact us at sales@truetraders.co.uk clearly stating if you wish to cancel or seek more information on your cost of return. Any deposit payment will be immediately refunded in full.

Consumers have the right under the Distance Selling Regulations to return the goods, at their own expense, for a full refund. Either the goods or a written notification of cancellation need to be received within seven working days of delivery. Refunds in these cases will be given upon the receipt of the written confirmation of cancellation from the consumer and the receipt of the goods in a saleable condition. This does not apply to personalised goods, goods made or modified to the Consumers specification, cut materials, or goods not normally sold by us but purchased especially for the Consumer.

The address for any returns will be given by True Traders Ltd and may be different in each case.
Once clearance has been given by True Traders Ltd, please package securely and dispatch to the given address.

This returns policy does not affect your statutory rights.

B to B Returns

True Traders Ltd will not refund goods (for business to business transactions) that are:
a) undamaged and in good working order
b) repairable
c) custom made, i.e. personalised
d) in the possession of the customer for more than 5 working days without informing True Traders Ltd.

True Traders Ltd reserve the right to charge a restocking fee of 20% or that which we are charged from a third party and to deduct the original delivery charge. In all cases True Traders Ltd reserve the right to repair or replace goods over refunding monies.

The address for any returns will be given by True Traders Ltd and may be different in each case.
Once clearance has been given by True Traders Ltd, please package securely and dispatch to the given address.
This returns policy does not affect your statutory rights.

Damaged or Faulty goods:

In the unlikely events of goods being received damaged in transit or faulty, please ensure you sign for the goods as "damaged" or "unchecked" and contact us immediatley to let us know the nature of the problem on 01493 854611.

If possible any photos you can provide of damage to your item can greatly speed up the time it takes to provide a solution to the problem.