This policy should be read in conjunction with our Terms and Conditions of Sale in the event of a conflict between this policy and our terms and conditions, our terms and conditions will apply.
How long will I have to wait for my order to be delivered?
We always aim to process and despatch an order on the same day or, at the latest, the day after the order has been placed but this is not guaranteed. Once the order has been collected by the courier it normally takes up to 3 days to deliver it within the UK. We will nevertheless send you an e-mail (if an e-mail address has been given) to let you know when your order has been collected and when we expect it to be delivered.
On average, more than 97% of our orders arrive on the given date. Some, however, are susceptible to conditions outside of our control. On the few occasions that this may happen, it is more than likely that your order will arrive the following day. If your order has not arrived on the given date though, we recommend that you contact our Customer Service Team on 0800 088 6300 (or e-mail firstname.lastname@example.org) to notify us. We will then do our best to locate your order and to rearrange a delivery date convenient to you.
Can you give me an estimated delivery time?
The majority of our products are delivered using external couriers. Whilst we demand that all of our couriers uphold our own delivery commitments, there are a number of unpredictable factors that may prevent them from delivering your order on time. The most significant factor is the driver’s own work schedule which often needs to accommodate traffic delays and unscheduled route changes. We do, nevertheless, track our orders and try to notify you if we hear that there may be any delay to your delivery.
Do you offer a Next Day delivery option?
Yes. For those customers who are in a hurry for their order to arrive, we offer a Next Day delivery option for an additional cost of £3.95 on the standard delivery charge. Next Day delivery orders need to be placed before 4pm and the product(s) available from stock. Next Day delivery means the one working day after the next working day (for instance if you order on a Sunday Next Day delivery means delivery on the Tuesday).
Please select the Next Day delivery option when ordering from our website or contact a member of our Customer Sales Team on 0800 088 6300 to confirm that your order is eligible for this service.
Please note that the Next Day delivery service only applies to products marked as ‘Item in Stock’ on the website. For all other products, customers should refer to the lead time given in the product buying (‘View your Basket’) page.
If we have agreed to despatch your item using Next Day delivery and we are unable to deliver on the Next Day we will refund the Next Day delivery charge but we will not otherwise be liable for additional costs and damages.
Can you deliver at the weekend?
Yes. If it is not possible to receive your order during the working week, you can request a Saturday delivery for an additional standard delivery charge. Please note that orders need to be placed with our Customer Service Team on 0800 088 6300 before 16:00 on the Friday preceding the selected Saturday and that the Saturday delivery preference has been confirmed in your order.
If we have agreed to despatch your item on a Saturday and we are unable to deliver on the specified day we will refund the Saturday delivery charge but we will not otherwise be liable for additional costs and damages.
If I order at the weekend or on a Bank Holiday can I receive my goods the next day?
No. Unfortunately any orders placed at the weekend or on a public holiday cannot be despatched until the next working day. Delivery then follows our standard delivery commitments.
Can you deliver to a non-UK mainland address?
Our delivery area extends to a number of areas beyond the UK mainland, including Northern Ireland, the Channel Islands, the Shetland Isles, the Isle of Wight, the Isle of Man and the Irish Republic. Delivery prices to any area outside the UK mainland are subject to a surcharge but you will be advised of any applicable surcharge prior to placing your order. Please see our ‘Delivery Costs’ page for further detail.
Can BiGDUG deliver my order to an address different from the one listed on the invoice?
Yes. We can deliver to a different address but we do require a landline number or an e-mail address to confirm and update the delivery details.
Can BiGDUG deliver to my home address?
Yes. We deliver a significant amount of our orders to domestic addresses but we usually require a signature to confirm receipt of the order unless you have authorised us to leave it elsewhere.
Are your Delivery Costs expensive?
Most of our products are both bulky and heavy to transport and therefore incur a higher delivery charge. However, we constantly check our delivery rates to make sure that our charges are kept as low as possible and monitor our carriers to ensure that we are using the best companies to deliver your goods. BiGDUG delivery rates.
The steelwork for my shelving has not been delivered. When can I expect it?
Some of our shelving products are packaged with the steelwork sandwiched between the shelving. At first sight it may appear that the steelwork is missing but this is not the case. Products packed in this manner include the following:
150A, 150B & 150C
265A, 265B & 265C
A product is missing from my order. What should I do?
If the product has been included on the delivery note - but is missing from the delivery - then please telephone our Customer Services Team (on 0800 088 6300) who will arrange for the immediate despatch of a replacement.
Some of our orders are packaged and despatched separately. If a product is missing from your order - but has not been included on the delivery sheet - it will be included in a separate delivery.
There is some damage to my items. What should I do?
The majority of our products are delivered using external couriers. We constantly monitor these couriers to ensure that they are delivering our orders promptly and carefully but, on occasion, some damage may occur to our products during transit.
If you notice any minor damage on receipt of your order then please write a comment describing the damage on the driver’s delivery note and contact our Customer Services Team.(on 0800 088 6300) to request a replacement.
If the package is extensively damaged, the please reject the delivery and contact us to rearrange the replacement of the whole order.
Are there any restrictions on a delivery?
1. We can only deliver to the door of the delivery address.
2. We cannot carry orders up stairs or use a lift.
3. We do not deliver to PO boxes.
4. A number of our orders are delivered on a pallet. Please advise us at the time of ordering if a pallet delivery is unsuitable.
5. Pallet deliveries are a ‘kerb side’ delivery service only. The driver is not authorised to carry goods up or down steps or through a building. However, the driver can wheel the pallet truck (across a smooth surface) to try to get it as close to the delivery address as possible.
6. The driver will not remove goods from the pallet or take the pallet away.
7. Delivery drivers are not permitted to drive their vehicle off the road.
Subject to the above, our Couriers will make every effort to deliver your order according to your requirements