DELIVERY POLICY

Full payment of the online product must be received via our secure online payment gateway prior to delivery unless you have opened an account with us. Once payment has been received, the customer will be emailed the desired paperwork confirmation. At any stage, if a customer is experiencing problems on ordering any of the online products, they can contact support via our contact details at sales@h2odirect.co.uk/home or our phone number listed on the website. Payment for online products can be made using a payment Card. We do not accept methods of payment that are not online transactions such as personal cheques, postal money orders or cash.

1. Delivery NotificationsYou will receive an email at the address you have specified when your order has been despatched – if applicable, this email contains the tracking number so you can track it online right to your door.

   Delivery timescales – United Kingdom

   If placed before 2 pm, subject to passing necessary checks, your order will be shipped the same day for next day delivery. However this is not guaranteed.

   Orders dispatched on Friday almost always arrive on the following Monday. However this is not guaranteed.

   For out-of-stock items, you can usually expect to receive the item within 3-5 working days. If the delay is likely to be significantly longer than this we will contact you either by telephone or email to inform you of an approximate delivery date.

   In the event of a delay, we will contact you either by email or telephone to inform you of this.

2. International deliveriesInternational orders are shipped by our International courier, who passes the package onto your overseas delivery company. Delivery timescale is a non-guaranteed 3 – 5 working days.
3. Missed deliveriesIf you are not in to receive the delivery at the time the delivery is attempted, the courier will leave you a card. This will allow you to telephone them to arrange a redelivery at a more convenient time, or alternatively you can collect it from your local sorting office. Due to security reasons, all items must be signed for and we cannot send items unrecorded.

   If for any reason the item is returned to us (e.g. incorrect address specified, item not called for), then we will inform you immediately by email as soon as we receive the item. From this point forth, you will be given a choice whether you wish us to re-despatch the item or for you to cancel the order. Please note that for items that were undelivered through fault of the consumer and a refund is requested, we reserve the right to deduct our outwardly shipping fees from the refund total.

4. Late deliveries or despatchAlthough we are able to dispatch almost every order in the specified delivery timescale, in rare circumstances our dispatch capacity can be exceeded and cause a delay of one extra day. We regret that this situation can occur occasionally, and is an unfortunate situation which is naturally associated with buying online, however this only occurs in rare situations and, should this occur, your order is marked for urgent delivery the following day.

   The other circumstance which may cause a delay is when the delivery service itself has a problem. This, again, is a rare situation but is unfortunately beyond our control. In these situations, we will do our very best to take responsibility for the situation and ensure that your order is delivered as quickly as possible.