COVID 19 UPDATES TO DELIVERY TERMS
We are still delivering but delivery times may take longer than usual
Due to the ongoing uncertainty regarding the Coronavirus outbreak there may be some delays or disruption with deliveries over the coming weeks and months.
We and our courier partners are working hard to ensure deliveries stay on schedule and to avoid disruption as much as possible but must keep the health of our customers, our staff and our courier partners staff a priority, and some disruption may be unavoidable.
We apologise for any delays and ask for your understanding, but this is very much outside of our control and an unprecedented situation that we are all going to have to navigate as we go.
Some couriers have already put new rules into place for their delivery drivers, issuing drivers with antibacterial hand gel and wipes as well as increasing the cleaning schedules of all warehouse sites and vehicles in order to help keep drivers and customers safe.
When making deliveries couriers will be leaving packages on customers doorsteps and stepping away instead of passing them directly to customers to avoid unnecessary contact, couriers are also not permitted to enter properties. These changes have all been made in the interest of public health.
Wherever possible we will keep you updated regarding any delays or changes as soon as we are made aware of them, and again we apologise for any inconvenience.
1. *Standard delivery is free of charge on orders of more than £50 to all UK postcodes - this does not include some Scottish Mainland postcodes, the Scottish Highlands, Northern Ireland, Isle of Wight & Any Other Off Shore Locations. Sadly we cannot ship to the Channel Islands or the Isle of Man at present.
2. Most stock items are delivered by Parcel Force, APC or Royal Mail and are usually despatched within 24h of your order (please note we do not despatch orders on weekends or bank holidays and during busy periods such as Black Friday, Christmas etc. dispatch may be 48h) on a 48h service. The countdown timer on products which gives an estimated delivery day is only an estimation not a guarantee
PLEASE NOTE: Larger items, for example Quads, Climbing frames etc. are delivered by Pallet Service and will take extra time to deliver (48h+) as the courier will need to contact you to arrange a delivery time (please make sure that you have provided us with an up to date phone number as the courier will need this in order to contact you to arrange delivery, failure to do so may delay delivery.
Items that we Dropship directly from the manufactures (BERG and BeBop) will have delivery times set by the relevant manufacturers and your expected delivery date will be stated on the product page when you place your order (this is generally between 7 – 10 working days from your order date)
In purchasing from The Model Hut you agree to allow us to share your name, delivery address, phone number or email where applicable to our 3rd party courier in order to deliver the item to you, furthermore in the event that there is an issue with the delivery you agree to allow us to resend this information on your behalf only for the purpose of locating the delivery or in regards to any claims that may arise from a lost item.
3. You will receive a shipping notification email on the day that we dispatch your order and any items being delivered by courier should also result in you receiving tracking emails as the items pass through each stage of the delivery process.
4. If there is an issue with your order we will notify you as soon as possbile, please ensure you have provided a correct phone number and email address. If the item you have ordered is out of stock we will phone and then email, if there is no response, to discuss your order and offer alternatives if possible. If we have not heard a response from yourself within 48hours we will refund your order in full back to the payment method (this may take between 3 - 7 days due to banks procedures)
5. Like every other internet or mail order retailer, we have no control over problems that occur in transit that lead to delays in delivery of your order. Whilst we completely understand the frustration that delays cause, we cannot be held responsible for any delays caused by 3rd party couriers and therefore cannot offer discounts or compensation for delays in delivery.
6. Please make sure that you are able to be at home for a delivery if a day/date has been confirmed, as some failed deliveries are liable to redelivery costs at a rate of 50% of our original delivery charges.
7. Please do not reject a delivery if the box is damaged. We do our best to ensure that all of our products are adequately protected during transit, so a damaged box will very rarely result in a damaged product. In the event that your item is damaged, we operate a 48 hour spare parts service and carry thousands of brand new spare parts in stock for immediate dispatch. Where possible, we will ALWAYS replace parts before accepting returns where items arrive damaged or develop a fault that can be fixed with a replacement part.
8. If we are arranging collection of a faulty item from you, someone from customer service will discuss the details with you over the phone to arrange a suitable day. Once the collection request has been made with the courier you will receive an email from us confirming the details of the collections including the date, courier etc. if you are unavailable on the arranged date contact us as soon as possible, if the collection fails we will have to charge for arranging a second collection.
You will also receive the Returns Form which you will need to attach to the items packaging as well as details of how the item needs to be packaged for the courier to except it, items that have not been properly repackaged may be refused by the courier and we will have to charge if a second collection needs to be arranged.
Our Delivery Promise
We aim to despatch all orders within 24/48 hours of us receiving your order and the vast majority are delivered within 48h (this applies to orders placed before 2pm, we cannot be held responsible for any delays caused by 3rd party couriers and therefore cannot offer discounts or compensation for delays in delivery).
Deliveries generally take place between the hours of 8am and 6pm Monday to Friday (we are closed weekends and Bank Holidays and therefore do not deliver on those days, orders where Next Day Delivery has been selected but are placed either after 2pm or on a weekend or Bank Holiday will be despatched the next working day) a calling card will be left if there is no-one at home to sign for your order.
The majority of our orders are sent via APC or Royal Mail, but larger items can also be delivered via a specialist heavy goods carrier PALLEX.
It is your responsibility to check your delivery on receipt of your order and notify us as soon as possible if there is any missing parts or damage.
Damaged item or missing parts when you receive your order :
Once your item has been delivered you should check the contents of your order immediately for any missing parts or damage and notify us within 14 days of any issues, if you fail to notify us within this time but then later contact us regarding an issue you will not be eligible for a refund and we will supply parts in order to rectify any damage or offer a repair at our discretion. Please note that is it your responsibly to check your order is correct and undamaged once it has been delivered, even if the item is being stored for a time before use it should be checked to make sure it is all present and in working order within 14 days of delivery.
In the event that your item is delivered damaged or there are any missing parts please contact us immediately at firstname.lastname@example.org with your order number and delivery address as reference as well as details of the damage, providing images of the damage will help speed the process so we can sort the issue and get you up and running as soon as possible.
Non-receipt of Order
If you do not receive your order as planned please notify us either by email at email@example.com or via phone on 0114 4185032 so that we can help track your order. In the event you have a missing order (non-receipt item) there are a series of steps that we will need to complete in order to rectify the issue.
Please check with neighbours to see if they have taken delivery of the order on your behalf as in many instances couriers will leave items with a neighbour to ensure you get your order on time and prevent you from having to go to the trouble of arranging a redelivery.
If your order has not been received we will ask you to do the following:
1: Confirm the delivery address including postcode.
2: Complete and sign a non-receipt form which we will send to you.
3: We may request you obtain a police reference number if the tracking states your item was delivered to the address on the order but you haven’t received it.
We will then instruct the courier that you have not received your item and request that they forward us the up to date POD and GPS tracking for your order. If the courier confirms that your order was delivered to the address on the order we will then request that the driver returns to the delivery address, and is interviewed with regards this.
Once all checks are completed and we have established your order is missing we will send out a replacement item on the fastest delivery service available. We do not issue refunds for non-receipt items.
Change of Delivery Address
We are unable to change a delivery address once an order has been placed, if you have an issue entering a different delivery address when placing your order please contact customer service who will be happy to assist.
If a customer refuses delivery or misses multiple attempted deliveries of their order and the item is returned back to ourselves as undelivered, we are happy to refund or resend the order, however there will be a charge to cover the attempted deliveries, return delivery and admin costs.
Collections and Returns (Failed Collections)
If you are returning an item, no matter the reason the item must be boxed, a courier will refuse to collect the item if it is not properly boxed and we will charge for failed collections. It is your responsibility to ensure the item is correctly boxed and we will need your confirmation that this is the case prior to a collection being arranged by ourselves.
We strongly advise that you keep the box the item arrived in in case you need to return it for any reason or you will need to source a box before we will arrange a collection.
If you wish to cancel an order that has NOT been dispatched you must contact us immediately as we try to dispatch all orders as soon as possible. If you have not contacted us within 15 minutes of placing your order we will be unable to stop dispatch so we recommend that you phone customer service to cancel any orders, if we are able to stop the orders dispatch you will be refunded in full.
Should you wish to cancel goods that have left our Warehouse, orders will be subject to a returns charge plus an admin charge. Returns charges can vary depending on the size of the product and are determined by our courier company, you will be informed of this charge once we have confirmation that the item is on its way back to our warehouse and the charge will be deducted from the refund when it is issued.
Certain shipments to parts of Mainland Scotland, the Scottish Highlands, Northern Ireland, Republic of Ireland, Europe and other remote or offshore locations in the United Kingdom can take an extra day or two and are subject to an additional 'Excess' delivery charge that is imposed on us by our couriers - you will be contacted prior to dispatch to advise you of this charge. We do try to include all affected postcodes in the following list, but there are others than can apply depending on the courier company used to delivery your order. Please get in touch with us prior to placing your order if you live in an area that usually requires an extra delivery cost.
BERG Products: Please note that BERG products are dispatched directly from the manufacturer and there are some restrictions on delivery outside of Mainland UK meaning that it may not be possible to deliver to certain postcodes (even if your order goes through at checkout this does not mean that we are able to deliver to your postcode or that the delivery you have paid is accurate, our checkout is an automated service and as such we are unable to adjust it for individual manufacturers). If we can arrange delivery for these postcodes there may be an extra delivery charge, please contact customer service for a quote on delivery before placing your order.
We will contact you as soon as possible following receipt of your order if there is any additional excess payment to make towards delivery of your order. Please also note that some of our larger items are also unavailable for delivery to certain offshore or remote locations in the UK. This also applies to certain Items that come direct from our suppliers, which may also include an additional delivery surcharge - you will be notified of this as soon as possible following receipt of your order.
Goods will be dispatched to the postal address you have given in your order. Please note we will not dispatch to PO Box addresses. We will make the necessary arrangements for dispatching and delivering the goods to you. Should there be no-one at the address to take delivery, our courier will leave a card, giving full instructions for you to re-arrange a more convenient time of delivery.
Returns and Refunds Info
Our returns policy lasts 14 days, meaning you have 14 days from receiving your goods to contact us if you wish to return the items. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
You must contact us before returning an item, failure to do so may result in us being unable to process a refund. We take no responsibility for items that are returned without prior contact or authorisation from ourselves that are damaged or lost.
Once we have authorised the return you will receive an email from our returns team with your return number and instructions of what happens next. We allow 30 days from receipt of this email for the goods to arrive back into our warehouse, after this time refunds are done at our discretion and items that are sent back outside of this time frame or are returned without prior agreement may be refused and returned to sender which may result in you being liable for an extra charge from the couriers. We do not refund orders until the returned item has been accepted and processed by our warehouse.
If the returned item has been USED, DAMAGED or is not in its ORIGINAL PACKAGING we are unable to offer a full refund and there will be a 20% charge of the original purchase price to cover the fact we will no longer be able to resell the item for its full value.
Before returning your item, we suggest that you take photographs of the item and its packaging as a visual record of its condition. In the event of any damage caused in transit having a visual record of the condition of the item before it was sent will speed up the returns process and stop a returned item being refused due to damage.
We do not accept products that are hazardous materials, or contain flammable liquids or gases, please ensure that any products that require petrol have the tanks drained and the battery wire is disconnected in the case of battery powered items.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Please contact customer service before returning your item so that we are aware of the return, failure to do so may result in a delay in processing your refund.
If we are arranging the return we will advise you of any charges that you may be liable for before arranging the collection with the courier (a returns charge plus an admin charge may be applicable depending on the circumstances. Returns charges can vary depending on the size of the product and are determined by our courier company), you will be informed of this charge before we arrange the collection. We will arrange a suitable day with you but are unable to provide a specific time for the courier to collect. If you miss the collection we will have to charge for this as we are charged for missed collection, if you believe you will not be in for the collection please notify us as soon as possible and we will try to cancel the collection though if this is not possible we will have to charge for the missed collection.
If you are arranging the return yourself we recommend using a trackable service as we cannot be held responsible for returns that are lost in transit. If we arrange the return there will be a charge that will cover the cost of the courier as well as an admin charge, this will be deducted from your refund, customer service will advise you of this charge before the return is arranged.
Please remember the product remains yours until successfully received and signed for by a member of our warehouse staff.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund
If you are approved, we aim to process your refund within 5 working days, a credit will automatically be applied to your credit card or original method of payment within 3-7 working days, depending on your payment method.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com.
To return your product, you should mail your product to: The Model Hut, 115 Robin Lane, Beighton, Sheffield, S20 1BE.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.