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Delivery & Returns

Our Delivery Promise

At Robert Dyas we pride ourselves in offering you excellent service, so we want you to be 100% confident when purchasing from our online store.

To place an order you will be asked to provide a valid email address so that we can send a confirmation email as soon as your order has been dispatched. This helps you to know when your delivery will be made. In most cases, this email will contain a tracking number and a link to the website of our nominated courier to enable you to track the status of your delivery.

Subject to availability, we will use all reasonable means to deliver the items you have ordered within the time stated for the delivery service you have selected once your order is accepted by us. In rare circumstances we may have to split your order and you might receive multiple parcels, however you will only be charged once for delivery.

We aim to dispatch the items you ordered as soon as practicably possible in order for them to arrive within the target delivery date. Any dates we specify for delivery of goods are approximate and we shall not be liable for any losses, costs, damages, charges or expenses caused by any delay. If we or our suppliers make a mistake, we will use our best endeavours to rectify the problem and find an outcome that is suitable for you.

It is possible an order will be accepted with insufficient stock to fulfill that order. In case of items being out of stock, we will deliver as soon as new stock arrives unless you request a refund.

In certain exceptional circumstances, such as adverse weather, we may be unable to fulfill your delivery in accordance with these terms. For such exceptions, we may require additional time and effort to fulfill the delivery. If this occurs, we will make our best efforts to deliver your order as soon as we possibly can, or you may opt to cancel and receive a full refund.

We cannot deliver items within the same order to multiple addresses. If this is required please place separate orders for each address. Each order will be subject to a separate delivery charge.

Free Next Day Delivery - Limited Offer

For a limited period only, we are offering FREE Next Day Delivery on a select range of products when the code 'FREENEXTDAY' is entered at the checkout. Orders must be made before 2pm to be eligible for next working day delivery. Working days are Monday-Friday 8am-7pm inclusive, excluding Saturday, Sunday and Public Holidays

Click here to see all products in this offer

This offer is for a limited time only and Robert Dyas reserve the right to withdraw some or all of the products in this offer at any time

Our usual delivery promise applies. This offer does not affect your statutory rights

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 on each product page and will be made clear on the confirmation page before payment is taken.

STANDARD PRODUCTS:

 StandardNext DayNamed DaySaturday
Mainland UK (ex Isle of Wight) £4.99 £6.95 £6.95 £8.95
Highlands & Scottish Isles £6.99 N/A £9.95 £8.95
Isle of Man & Isles of Scilly £6.99 £6.95* £6.95 £8.95
Northern Ireland £9.95 N/A N/A £13.95
Isle of Wight £4.99 £6.95* £8.95 £8.95
Mainland UK (ex Isle of Wight): 
Standard: £4.99
Next Day: £6.95
Named Day: £6.95
Saturday: £8.95
Highlands & Scottish Isles: 
Standard: £6.99
Next Day: N/A
Named Day: £9.95
Saturday: £8.95
Isle of Man & Isles of Scilly: 
Standard: £6.99
Next Day: £6.95*
Named Day: £6.95
Saturday: £8.95
Northern Ireland: 
Standard: £9.95
Next Day: N/A
Named Day: N/A
Saturday: £13.95
Isle of Wight: 
Standard: £4.99
Next Day: £6.95*
Named Day: £8.95
Saturday: £8.95

Typical delivery time windows: Standard - 07:00 -21:00, Next Day - 07:00 - 21:00, Named Day - 07:00 - 21:00, Saturday - 07:00 - 18:00
* Delivery will be subject to extended lead times as detailed in *‘Areas we deliver to’ below

BULKY / HEAVY PRODUCTS:

 Next DayNamed DaySaturday
Mainland UK (ex Isle of Wight) £15.00 £15.00 £25.00
Isle of Man & Isles of Scilly N/A N/A N/A
Mainland UK (ex Isle of Wight): 
Next Day: £15.00
Named Day: £15.00
Saturday: £25.00
Isle of Man & Isles of Scilly: 
Next Day: N/A
Named Day: N/A
Saturday: N/A

Typical delivery time windows: Next Day - 08:00 - 19:00, Named Day - 08:00 - 19:00, Saturday - 08:00 - 18:00
Delivery Options
Standard delivery

Standard delivery is FREE on all orders over £50 from Robert Dyas. To take advantage of this offer, simply enter promotion code FREEDEL50 at the checkout (cannot be used in conjunction with any other promotion code). This offer excludes certain selected garden furniture sets and barbecues, Robert Dyas gift vouchers, selected tools and DIY, hostess trolleys, food hampers and items for delivery to Northern Ireland. This promotion does not apply to any products that have bulky shipping charges.

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

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.

Please note as the 29th March and the 1st April are bank holidays, we are unable to make deliveries on these days.

Next day & Named day delivery

Our Next Day service will be available for orders placed on the website from Monday to Friday before 2.00pm, you can choose next day delivery for a small additional charge (delivery on working days only).

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 2.00pm 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 2.00pm on a Friday (excluding Bank Holidays). Items with this requirement are clearly marked under delivery on the product page.

Vendor direct delivery

Some of the items sold on our website are delivered direct from our suppliers; this is clearly indicated on the relevant product page. Lead times for these items do vary from 5 working days up to 28 days. Please be aware that we can only arrange for delivery of these products to mainland UK addresses. Vendor direct products can only be delivered under our standard delivery charge option.

Areas we deliver to

We deliver only within the United Kingdom and do not deliver on Sundays or Bank Holidays. Time frames shown are subject to availability and cannot be guaranteed. Delivery can be made to the majority of UK addresses excluding P.O boxes.

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

The following areas are subject to extended lead times:

  • Highlands & Scottish Isles - 7 days
  • Isle of Man & Isles of Scilly - 2 days
  • Northern Ireland - 4 days
  • Isle of Wight - 5 days
Delivery arrangements

Deliveries will require a signature to confirm receipt (we strongly advise you to inspect all items carefully before signing). For security reasons the precise timing of a delivery cannot be specified.

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.

Our carriers

Parcelforce delivers our standard orders. In the event that you are not home at the time of the delivery, they will attempt to deliver to a neighbour, and a card will be left advising you. Drivers will attempt the delivery twice, on successive days whenever possible. You can then either wait for the second delivery attempt (usually the next working day) or follow the instructions on the card.

If we are still unable to make a successful delivery after two attempts, your order will be returned to our warehouse. You can then request the order to be re-delivered but this will incur an extra delivery cost at the rate originally paid, unless the delivery error is due to failure on the part of Robert Dyas or our Carriers, in which case Robert Dyas will re-deliver free of charge. The Parcelforce local depot number will be detailed on the card that is left by the driver.

Nightfreight/DX deliver bulky items including our garden furniture sets and awnings on a next day delivery service provided you place your order by 2.00pm. You can also select a weekday delivery date of your choice, and a Saturday morning delivery for a premium charge.

Cancellation
Your right to cancel

Our products are covered by our 28 day no quibble money-back-guarantee as long as they are in their original packaging, unused and in a resaleable condition. This promise exceeds your legal rights under the Distance Selling Regulations as set out below.

In the UK you have a legal right, under the Consumer Protection (Distance Selling) Regulations 2000, to cancel your order within seven (7) working days following your receipt of the goods. Refunds for orders cancelled under the provisions of the Consumer Protection (Distance Selling) Regulations will be processed in accordance with your legal rights.

Under the Consumer Protection (Distance Selling) Regulations 2000 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 Distance Selling Regulations. Full details of your rights are available from your Local Authority’s Trading Standards Office.

Cancellation procedure

If you wish to cancel your order with Robert Dyas, you must let us know within 28 working days of delivery (please contact: Customer Services, Robert Dyas Holdings Limited, Cleeve Court, Cleeve Road, Leatherhead, Surrey, KT22 7SD), by telephone 0191 600 0601 (Monday to Friday 8am to 8pm, Saturday and Sunday 9am to 5pm - call charges may vary by network) or via email (to: customerservices@robertdyas.co.uk), quoting your order number. Goods should be returned to the returns address in ‘Returns Address’ below.

If your cancellation 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 need to return the entire order at your cost. You will be provided with a RMA number and instructions when you contact us.

Goods returned must be in their original condition and will be inspected on arrival. Should we dispatch but not receive a cancelled order back, we reserve the right to have it collected at your cost.

Orders which may not be cancelled

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

  • DVDs /CDs / USB memory sticks which have been unsealed
  • Customised or bespoke Products
  • Anything of a nature that for hygiene or associated health and safety
Right to charge for aborted collection

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.

Faulty Products & Recalls
Faulty products

If any product you purchase is damaged or faulty upon receipt, we may offer an exchange or refund as appropriate, in accordance with your legal rights.

If within 1 year of purchase you return the product with your order confirmation and provided the damage 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 a product is faulty, you should notify our Customer Service Department (0191 600 0601 (Monday to Friday 8am to 8pm, Saturday and Sunday 9am to 5pm - call charges may vary by network) or via email to: customerservices@robertdyas.co.uk) and arrange for return / collection of the product as instructed. Our policy on faulty products does not affect your statutory rights. Goods should be returned to the returns address in ‘Returns Address’ below.

We aim to process any applicable refunds within 14 days of receipt of the goods at our warehouse. Please note that for security reasons we cannot refund a different card to the one you made the original purchase with.

Please also note that for security reasons we can only send out replacement items to the address used in your original order.

If the damage to a faulty item is deemed to be malicious, no refund (Product, delivery charge, nor return postage) will be made.

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.

Returns
Returns procedure

Should you wish to return any product purchased from our website, please carefully read and follow the instructions provided with the paperwork included with your delivery.

We offer two methods to return products. You can either:

  • Visit your nearest store where our colleagues will assist you (please print and bring your order confirmation as proof of purchase); or
  • Contact our Customer Services team on 0191 600 0601 (Monday to Friday 8am to 8pm, Saturday and Sunday 9am to 5pm - call charges may vary by network) or via email to: customerservices@robertdyas.co.uk who will provide you with Returns instructions. Click here to download a returns form or use the form on your delivery and returns note, enclosed with your goods. We recommend you obtain proof of posting.

You can return any item that you’ve ordered online from Robert Dyas (by post or recorded courier) for a refund within 28 days of the dispatch date. Please note that we do not accept returns for Products purchased in stores. If you paid for a Product in a Robert Dyas store please return your Product to a Robert Dyas store to receive a refund.

The initial postage and packaging charge, as well as any return postage cost incurred is non-refundable unless informed otherwise. Goods are your responsibility until they reach our warehouse, so please ensure that you package them well to prevent any damage in shipping. In all cases, except where an item is faulty, goods returned must be in their original condition and will be inspected on arrival.

Please obtain a receipt for your return package at the Post Office counter, which can be used to track the item(s) you are returning, should for some reason they not arrive at our warehouse. We cannot accept liability for returned goods that we fail to receive, or for those that get damaged when shipped to us.

In the rare instance that incorrect items were sent to you that do not conform to your original order, we will refund your initial delivery charge and return postage. Please return the items to us using a recorded or tracked delivery service, or by standard Royal Mail (retaining your proof of postage).

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 internet warehouse.

Delivery charge refunds can only be made in accordance with your legal rights under the Consumer Protection (Distance Selling) Regulations 2000 and other applicable legislation. For further information about your legal rights contact your local authority Trading Standards department.

Returns Address
   Returns Department
   Robert Dyas Internet Warehouse
   Unit 5 Swallowfield Way
   Hayes
   Middlesex
   UB3 1DQ

Please note all returns must have a RMA number clearly marked on the outside and inside of the packaging. Failure to do this may result in a delay to the refund of your card.

Recycling Household Electrical Equipment

With effect from July 2007, the UK's Waste Electrical and Electronic Equipment (WEEE) Regulations require that all producers of electrical equipment are now obliged to pay for recycling of household electrical goods, where previously this bill was met by councils or items were not recycled at all. These regulations also require that all retailers both actively assist in delivering a UK wide WEEE collection infrastructure and encourage the participation of consumers in recycling electronic equipment.

So that you can get your waste electrical goods recycled, Robert Dyas have contributed towards a national fund to assist local councils to further develop their existing waste electronics collection facilities, which will in turn allow producers of this equipment to meet their obligations.

Not all council sites are suitable to collect all types of waste electrical goods but to find out your nearest participating site (including other collection facilities that may not be operated by the council) and for advice on all aspects of recycling at home, please visit www.recycle-more.co.uk. Don't forget to have your postcode ready to use in the 'recycling facilities' locator.

Electronic waste is one of the fastest growing waste streams and much of it can be recycled and resources recovered to make new consumer goods. To remind consumers of the collection methods available which in turn allow recycling to take place, all electrical items sold now carry the 'crossed out wheeled bin' symbol. To ensure your waste electronics don't contribute to damaging the enviroment, please use www.recycle-more.co.uk and recycle today.

Recycling Household Batteries

Your household batteries can be recycled. Simply drop your batteries into your local Robert Dyas store and they'll be recycled, helping to reduce the 20-30,000 tonnes of batteries thrown away in the UK each year. Click here to find your nearest store

Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com

Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points. End-users may find stores in their local area more accessible.

** please refer to your service provider for more details