Customers must report any failed deliveries, damaged items, or missing parts within 7 days of receiving the delivery confirmation email or text message.
Please make sure you are available to receive the delivery as orders cannot not be left in a safe place or with a neighbour. When placing your order, please only submit your mobile number because some courier companies will send you a unique PIN to your mobile number/email that must be provided to the delivery driver in order to receive the delivery.
Items eligible for free delivery will not be sent in separate shipments. If the customer needs to split the shipment, an additional shipping charge will apply.
Any order that is cancelled after it has been dispatched will still incur a delivery charge that will reflect in your refund. This includes items eligible for free delivery. We can take up to 48 hours to respond to emails. If you need to cancel an order, please call us.
Delivery / Signature Disputes
In the case of a delivery which has been signed for but gone missing at the delivery address or been requested for the parcel/s to be left in a 'safe' location and then gone missing an investigation will be started as this a criminal offence of theft from a property. The driver will be interviewed and go back to your address again to confirm where he left the parcel and then an investigation on the theft of this item will start. DPD / APC Security manager will start by asking if you and your neighbours if you/they have CCTV on their properties or vehicles to see if there is any footage of the theft from your property and then go from there. Possibly the police may have to be involved. Unfortunately, this process can take up to 7 working days for this to complete. After this a Denial of receipt letter will be sent to you that you must sign and return it before any replacement will be sent out.
