Delivery & Returns

DELIVERY CHARGES

We are pleased to offer FREE DELIVERY on orders over £19* to most delivery locations within the UK. (This includes the Scottish Highlands and Northern Ireland).

Please note we do not deliver more than 8 bulk items to Ireland, Highlands and Islands or other Off-shores.

For orders under £19, a £5.00 delivery charge will be added per order.

*Please note, a very small percentage of items are clearly marked as ‘Bulk items’. These products are very bulky and heavy, which makes them very costly to send. So, in order for us to be able to offer these products, these items will incur a ‘bulk item surcharge’ of £6.95 per item.

HOW LONG WILL MY ORDER TAKE TO ARRIVE?

We aim to deliver your order(s) as soon as possible. We always advise that delivery should be made within 3-4 working days of ordering. Please allow extra time when ordering around peak times of year and Bank Holidays as delays may result.

CAN I TRACK MY ORDER?

Once you place your order, you can log-in to the ‘My Orders’ section of your customer account on our website, which will display the courier tracking information. Furthermore, if during checkout you provide your mobile number, you should receive regular updates from Yodel or DPD regarding the status of your delivery. * Please note that a small number of orders are dispatched by post or another courier, so on these occasions courier tracking is not available.

COURIERS WE USE

We currenty use Yodel as our primary courier along with DPD on a selection of orders. For orders under 1.5kg, we will send these via Royal Mail (Signature not required)

SIGNING FOR YOUR DELIVERY & LEAVE SAFE INFORMATION

When you place your order, please provide leave safe delivery instruction for our couriers (Yodel and DPD). If you do not leave delivery instructions, and are unavailable to take delivery, we have asked our couriers to leave our parcels in a safe place or with a neighbour. This means that rather than our couriers trying to deliver on another day, they will leave the parcel and then drop a card through the letterbox, advising where it has been left. This prevents you from having reschedule another delivery or having to drive to the nearest courier depot to retrieve your order. If you forget to add delivery notes, please email us: enquiries@gjwtitmuss.co.uk and we’ll add them for you.

If you are at home to sign for a delivery, then by signing for the goods means you are accepting they have been delivered in good condition. Should the outer packaging be breached or the contents of a parcel appear to be damaged, REFUSE the effected parcel. It is not necessary to refuse the whole delivery. Please check the number of parcels you are signing for and if in doubt note the number of parcels received alongside your signature. GJW Titmuss Ltd will not be held responsible for any goods signed for but not received. If you sign for your delivery without checking or it is left without a signature and the parcel and contents are found to be damaged, we must be notified within 24 hours of delivery. Photographic evidence is required of the inner and outer package, and a declaration of damage completed and returned BEFORE we can consider any replacements / refunds. Any emails sent to us at enquiries@gjwtitmuss.co.uk containing damage evidence should not exceed 8MB in total. Damage evidence is required within 7 days of the delivery taking place. Due to courier restraints we cannot entertain claims for damages after this 7 day deadline. We strongly suggest opening our outer packaging to check the contents on receipt.

NOTIFICATION OF SHORTAGES ON A DELIVERY:

You can check the progress of your deliveries via your account on our site / couriers tracking details. Any shortages must be reported within 24 hours of delivery. Should the delivery be in dispute and the goods have not been found we require a [courier supplied] declaration of non receipt to be completed, signed and returned. Due to courier restraints we cannot entertain claims for missing goods after 7 days of the advised delivery.

DELIVERY SCHEDULE

At GJW Titmuss we pride ourselves on our delivery service. Deliveries are made within 3 - 4 working days from ordering, if ordered at the weekend or on a bank holiday, we aim to dispatch your order on the first or second next available working day. Please allow extra time for delivery during and after public holidays.

Yodel deliveries are made Monday to Friday. On the morning of delivery, you will receive an email / text message, giving you a delivery slot.

DPD deliveries are made Monday to Friday. On the morning of delivery, you will receive an email and text message, giving you a 1 hour delivery slot. If this is not suitable, you can re-schedule very easily with DPD by following their instructions.

BACK ORDERS

If your item is not in stock, we will back order it for you. You will always be emailed with the option to cancel your order if you would rather not wait.

Tax Charges for orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free.

INTERNATIONAL DELIVERY (non-UK)

Unfortunately, we don’t offer delivery to non-UK addresses at this time.

RETURNS

We want you to be happy every time you shop with us. Although occasionally, we understand you may want to return items.

For all items:
If for any reason you are unhappy with your purchase you should call us within 24 hours to arrange return. Under the distance selling regulations, you have up to 7 days upon receipt, to return your goods for a full refund.

Defective items:
Items that are deemed defective may be returned if necessary. We will require proof of damages via photo.
For faulty goods we will require the item(s) to be returned to us via your own means, once returned, if the goods are deemed as faulty we can credit you for the return postage paid and credit/replace the faulty item.

Please call us for further instruction.

TO RETURN AN ITEM:

Please note that if you want to return an item, the cost of getting the goods back to us, will need to be paid for by the customer. If you do wish to return an item, please inform us by calling 01582 839114. Please package the parcel securely and send it to the address below, enclosing a note giving your contact details and the reason for the return (for your protection we recommend that you use a recorded-delivery service). Alternatively, for heavy items, our courier collection service charged at £15.00 up to 32kgs (unless a collection is needed due to an error on our part) please call us to arrange. You are advised to retain the original packaging in the event of you returning an order.

It is your responsibility to return all goods in the same condition as they were upon delivery. We reserve the right to deduct from the refund any charges necessary for the repair or cleaning of any goods returned not in the same condition as upon delivery.

We shall be entitled to recover all costs, loss, charges, and expenses incurred in connection with goods returned not saleable as new.

PLEASE NOTE SAFETY EQUIPMENT such as RIDING HATS and BODY PROTECTORS are NON RETURNABLE due to Health and Safety reasons.  We offer a full fitting service in-store by qualified staff.

RETURN ADRESS:

GJW Titmuss Ltd Unit 1 The IO Centre, Hearle Way, Hatfield, Hertfordshire AL10 9EW.

CANCELLED ORDERS:

GJW Titmuss will not be liable for any costs incurred in the return of cancelled orders.  The goods will not be deemed to have been returned until notification is given at the returned address.

Please note that if your order is cancelled after it has been dispatched or refused at the point of delivery, a £5 ‘return to sender’ charge is applied per parcel.

This returns policy does not affect your statutory rights.

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