Delivery & Returns

Adverse Weather Conditions

We are currently experiencing some delivery delays due to adverse weather in some areas. Please allow slightly longer for your delivery and follow any tracking links provided by our couriers for further information.

Pre- Christmas Delivery

Select Next Day delivery at checkout and order by 5pm on 21st December for pre-christmas delivery on selected products only.

UK Delivery Charges

The tables below outline our different delivery charges which will be calculated on the basis of what you are ordering, where you are asking us to deliver to and what day you wish us to make a delivery. You can be confident that you will only pay one delivery charge per order regardless of how many items you order (the highest applicable charge will apply).

Delivery charges are displayed in the delivery tab on each product page and will be made clear on the checkout page before payment is taken.

Standard Products:

Standard Next Day Named Day Saturday
Mainland UK (ex Isle of Wight) £3.95 £6.95 £6.95 N/A
Scottish Highlands & Scottish Isles £10.95 N/A N/A N/A
Isle of Man, Isles of Scilly and Isle of Wight £12.95 N/A N/A N/A
Northern Ireland N/A N/A N/A N/A

Standard delivery to most of UK Mainland is FREE on orders over £30 from Robert Dyas, use code FREEDEL30 at checkout and is available on Standard products.  This offer excludes items for delivery to Scottish Highlands, Scottish Isles, Isle of Man, Isles of Scilly and Isle of Wight.

Scottish Highlands & Islands postcodes: AB, FK, HS, IV, KA, KW, PA, PH, ZE, LL58-LL78, IM, TR, PO30-41

Typical delivery time windows: Monday-Friday: 08:00 - 19:00

For most orders, you will receive a text message update the evening before your delivery. You will receive a further text message on the morning of your delivery, providing you with a 2 hour delivery window.*

*Please make sure you enter a mobile number during checkout to receive text message updates.

Bulky/ Heavy Products:

Standard Next Day Named Day Saturday
Mainland UK (ex Isle of Wight) £3.95 N/A N/A N/A
Highlands & Scottish Isles N/A N/A /N/A N/A
Isle of Man, Isles of Scilly and Isle of Wight £69.00 N/A N/A N/A
Northern Ireland N/A N/A N/A N/A

Highlands & Islands postcodes: AB, FK, HS, IV, KA, KW, PA, PH, ZE, LL58-LL78, IM, TR, PO30-41

Typical delivery time windows: Monday-Friday: 08:00 - 19:00

Our carrier will request to photograph the delivery in situ once delivered, but as a customer, you do have the right to refuse this.


Delivery Options

Standard Delivery

We aim to deliver items that are currently in stock in 3 to 5 working days (excluding Bank Holidays) after the date the order is placed.

Unfortunately at this time we cannot take orders for delivery to British Forces Post Offices (BFPO), Northern Ireland, Freight Forwarders, international addresses or The Channel Islands (GY, JE).

The following areas are subject to extended lead times:

  • Scottish Highlands & Scottish Isles: +7 days
  • Isle of Man & Isles of Scilly: +2 days
  • Isle of Wight: +5 days

Please note that during particularly busy periods, it may take a little longer to receive your delivery and our carrier may attempt to deliver to you on a Saturday.

Working days are defined as Monday-Friday 8am-7pm inclusive, excluding Saturday, Sunday and Public Holidays.

Next Day & Named Day Delivery

Our Next Day service to most of UK Mainland will be available for orders placed on the website from Monday to Friday before 6pm for a small additional charge (delivery on working days only). Orders placed after 6pm on a Friday will be delivered Tuesday.

You can also select a convenient day to receive your delivery by choosing a named day delivery (delivery on working days only).

Working days are Monday-Friday 8am-7pm inclusive, excluding Saturday, Sunday and Public Holidays.

Saturday Delivery

Orders placed before 1.00pm on a Friday (excluding Bank Holidays), can be delivered on a Saturday for an additional charge.

Heavy or bulky items can also be delivered on a Saturday, but must be ordered before 1.00pm on a Friday (excluding Bank Holidays). Items with this requirement are clearly marked under delivery on the product page.

Vendor Direct Standard Delivery

A number of the items sold on our website are delivered directly from our suppliers; this is clearly indicated on the relevant product page. Lead times for these items do vary from 3 working days up to 100 days. Selected suppliers will contact you directly to arrange a suitable day for delivery; this is highlighted on the order confirmation e-mail once your order has been placed.

Please note some larger products are delivered to kerb-side (the street outside your home), it is at the drivers discretion if they can deliver the item to another location on the property.

Named Day, Next Day, Saturday and Click & Collect delivery options are not available on items delivered directly from our suppliers.

Please be aware that we currently cannot arrange for delivery of these products to the following postcodes: AB, FK, HS, IV, KA, KW, PA, PH, ZE, LL58-LL78, IM, TR, BT, PO30-41.

Click and Collect - Free Delivery to all Robert Dyas Stores

If you choose to have your order delivered to your local store, it is completely free and will be delivered within 5 working days (excluding Bank Holidays).

When your order arrives in your chosen store, we will e-mail* you to advise that your order is ready for collection. Your order will be held in store for 7 days.

When collecting your order, to protect you against fraud, please bring the following items with you:

  • Proof of Purchase – a printout of your order confirmation, confirmation email or Invoice.
  • Suitable ID – Driving licence, Passport or a payment card.

If you would like a nominated person to pick up the order on your behalf, they will require the credit card used to make the purchase together with proof of both their and your ID.

Please Note: Selected products are not available for Click & Collect. Products that are not available for Click & Collect are highlighted on the individual product page.

We deliver to all Robert Dyas Stores. Please click here to find your local Robert Dyas store.

*If you are placing your order in your local store make sure you provide an e-mail to receive updates, otherwise your local store will call you.

Amersham Artillery Row Baker Street Banbury Banstead
Barnet Basingstoke Bexleyheath Bognor Regis Bournemouth
Brentwood Brighton Bristol Bromley Brunswick
Camberley Canary Wharf Chichester Chippenham Chiswick
Christchurch Cobham Colchester Crawley Didcot
Dorchester Dorking Ealing Broadway Earls Court Road East Grinstead
East Sheen Eastbourne Eastleigh Edgware Enfield
Epsom Fareham Farnham Finchley Road Fleet
Godalming Gracechurch St Guildford Harrow Hastings
Haywards Heath Hemel Hempstead Henley On Thames High Holborn Horsham
Hove Kenilworth Kensington Lakeside Leamington Spa
Loughton Maidenhead Maidstone Newbury North Finchley
Orpington Oxford Petersfield Poole Putney
Queen Street Redhill Richmond Salisbury Sevenoaks
Solihull Southsea St Martins Lane St. Albans Staines Upon Thames
Strand Stratford Upon Avon Sutton Swindon Thame
Tonbridge Tottenham Crt. Rd. Wandsworth Weybridge Wimbledon
Winchester Windsor Witney Woking Wokingham
Woodley Worthing Yeovil

Delivery Arrangements

Deliveries will require a signature to confirm receipt (we strongly advise you to inspect all items carefully before signing).

Once delivered, the items ordered will become your property (provided they have been paid for in full) and your responsibility and, apart from where damaged or faulty when delivered or have been incorrectly delivered, we will not accept any liability for their loss, damage or destruction after they have been delivered.

Please make sure that you check your items carefully before you use them. We recommend that you keep your receipt or order number, which can be found on your order confirmation email or on the order invoice that comes with your delivery, because you will need it as proof of purchase in the event of any after-sales enquiry.

Whilst we do all that we can to prevent this, from time to time, orders can experience slight delays in courier networks. Due to this, we would strongly advise against pre-booking / making payment for third party trades to build / install your item until you are in receipt of and have inspected the goods. Robert Dyas is unable to compensate for any loss of funds to third party organisations. 


Unwanted Returns & Cancellations


For Online Purchases

Your Right To Cancel

In the UK you have a legal right, under the Consumer Contracts Regulations June 2014, to cancel your order within fourteen (14) days following your receipt of the goods. Refunds for orders cancelled under the provisions of the Consumer Contracts Regulations will be processed in accordance with your legal rights.

You may not cancel orders for the following types of products:

  • Electrical/Technical products which have been unsealed
  • Customised or bespoke Products
  • Anything of a nature that for hygiene or associated health and safety - this includes the Outdoor Spas, Bedding, Mattresses and Divan Sets
  • Fresh food
  • Perishable items including live plants and Trees.

Under the Consumer Contracts Regulations June 2014 you have a duty to take reasonable care of Products whilst they are in your possession. You will receive a full refund of the purchase price of the Products.

This is not intended to be a full statement of your rights under the Consumer Contracts Regulations. Full details of your rights are available from your Local Authority’s Trading Standards Office.

How To Return A Product

If you wish to return your item to Robert Dyas, you can do so by one of the following methods:

1. Request a Collection via the Robert Dyas Customer Services

It is easy to return your unwanted goods within your 14-day‘ right to cancel’ period. 

Please be aware that our collection service is an all-day service running from 8am-6pm , Monday to Friday, and we cannot advise on collection timeslots.

We can accept goods back if:

  • The goods are in a resellable condition
  • The goods have not been opened and are unused

Please ensure that the goods are suitably packed for collection, either in the original box or suitable packaging.

You will need to let our Customer Care Team know the following:

  • What available collection dates are suitable for you
  • The online order number
  • The collection address

To arrange a collection please contact a member of our Customer Services Team.

If you are not at home when we try to collect, we reserve the right to deduct from your refund or charge your credit card the direct costs to us of the failed return in accordance with the Consumer Protection (Distance Selling) Regulations 2000.

Once the goods are returned to our Distribution Centre it will take 24-48 hours to process the return. Your refund will then be processed to the original payment method within 3-5 working days, or 24-48 hours if paid via PayPal.

2. Post back the item to the Robert Dyas Warehouse

Please click here to download a returns form or use the form on your delivery and returns note, enclosed with your goods. This method of return will be at your own cost.

We recommend obtaining proof of postage in case the goods are not received by our Distribution Centre. Please ensure that the goods are suitably packed. 

Please return items to:

Returns Department
Robert Dyas Distribution Centre
Swallow dale Lane
Hemel Hempstead
Hertfordshire
HP2 7FZ

Once the goods are returned to our Distribution Centre it will take 24-48 hours to process the return. Your refund will then be processed to the original payment method within 3-5 working days, or 24-48 hours if paid via PayPal.

If you cannot print off the downloadable returns label, a member of our Customer Services Team will be happy to send one to you via post. Please contact the team to request this. It will be posted to you within 3-5 working days.

2. Visit Your Local Robert Dyas Store

Whether you bought the product in store, online or over the phone, most of our products can be returned to a Robert Dyas store.

You will need to take your store till receipt, or online order confirmation as proof of purchase.

Please do not attempt to return large or heavy goods, such as large kitchen appliances, outdoor/indoor furniture etc. to your local store. 

Once you have returned your online goods to a Robert Dyas store your return will be processed within 48 hours and your refund will then be processed to the original payment method within 3-5 working days, or 24-48 hours if paid via PayPal.

What Gets Refunded

If you are returning the item to a local Robert Dyas store, a refund for the purchase price of the product will be issued, less any relative discount applied to the original order.

 

Please note that products purchased by PayPal and returned to your nearest store will only be refunded when the goods are returned by the store and received by our warehouse.

 

If you would like Robert Dyas to arrange a collection of the item, a refund for the purchase price of the product, along with any standard delivery charge of that order will be issued, less any relative discounts applied to the original order and less any collection charges. Any FREE items included as part of the original order must also be returned in order to receive a refund. If any items are not returned, we reserve the right to deduct this from the value of the refund.

If your cancellation request is received before your order has been sent, we will issue you with a full refund. If your order has been sent already, you will be provided with an RMA number and instructions when you contact us. If any items are not returned, we reserve the right to deduct this from the value of the refund.

For In-Store Purchases

Any in-store purchases between Monday 18th October 2021 and Saturday 24th December 2021 can be returned or exchanged any time up to Saturday 29th January 2022. Should you decide that the product you have purchased is not required, and you return to us by 29th January 2022, unused and in its original packaging and with proof of purchase, we will be happy to offer you an exchange or a refund.


Faulty Products & Recalls

Damaged Products

We are sorry to hear that your order has arrived in a damaged condition. As we are sure you will appreciate, this is most definitely not what we wish for our customers. 

To enable us to resolve this for you, please provide our Customer Care Team with the following information as soon as possible:

  • An image of the damaged item for our investigations
  • Images of any damaged packaging
  • The online order number
  • A description of the damage
  • If you would prefer a replacement item (stock prevailing), or a refund
  • Part Number(s) (if applicable)
  • What available collection dates are suitable for you
  • Collection address

Please contact our Customer Services Team with this information.

Faulty Products within 30 Days

If any product you purchase develops a fault within 30 days, we will offer an exchange, refund or repair as appropriate, in accordance with your legal rights.

If you believe a product is faulty, you should contact our Customer Services team, to contact our Customer Services team please click Contact Us or via our contact form who will be able to arrange a collection for your item. Our policy on faulty products does not affect your statutory rights.

Faulty Products within 1 Year

For Products Delivered by Robert Dyas

We are sorry to hear that your goods have developed a fault. As we are sure you will appreciate, this is most definitely not what we wish for our customers. 

If within 1 year of purchase you return the product with your order confirmation and, provided the fault is not due to customer negligence, we will provide either a replacement product or a full refund. Replacements are provided at no extra cost to you. This does not affect your statutory rights.

If you believe your goods are faulty our Customer Service Team will be able to arrange a collection of the faulty goods.

To enable us to resolve this for you as quickly as possible, please provide our Customer Care Team with the following information:

  • An image of the faulty goods for our investigations (if it is a visual fault)
  • Part Numbers (if applicable)
  • The online order number
  • A description of the fault
  • If you would prefer a replacement item (stock prevailing) or refund
  • What available collection dates are suitable for you
  • Collection address

Please contact our Customer Services Team with this information.

If a faulty item is deemed to be caused by negligence, no refund (Product, delivery charge, nor return postage) will be made.

For Products Delivered by our Approved Suppliers

We are sorry to hear that your goods have developed a fault. As we are sure you will appreciate, this is most definitely not what we wish for our customers. 

If within 1 year of purchase the product becomes faulty, the manufacturer will offer a repair service. If the item cannot be repaired, a replacement product will be provided. 

If you believe your goods are faulty our Customer Service Team will be able to arrange a collection of the faulty goods.

To enable us to resolve this for you as quickly as possible, please provide our Customer Care Team with the following information;

  • An image of the faulty goods for our investigations (if it is a visual fault)
  • Part Numbers (if applicable)
  • The online order number
  • A description of the fault
  • If you would prefer a repair or replacement item
  • What available collection dates are suitable for you
  • Collection address

Please contact our Customer Services Team with this information.

Recalls

In the extremely rare event that we may recall a product, you agree to cooperate fully with us and will provide all reasonable assistance as required by us.


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