Primrose Window Films

Delivery & Returns

Thanks for super speedy delivery - received my goods this morning after ordering yesterday lunchtime! - Gemma H
I have just received my order that I placed yesterday and I just wanted to say I love your website and your delivery is fantastic. - Rachel

Delivery

Our standard delivery charge is £4.95 per order unless the item you have ordered says free delivery (uk mainland customers only).
Your order will be sent by a courier company such as Business Post or Royal Mail. If you are not in when they try to deliver, they will either leave your goods in a safe place, or usually leave a card letting you know there has been an unsuccessful delivery attempt and giving you a number to call to rearrange delivery or an address from which you can collect the parcel. If there is a safe place where the items can be left (eg \'round the back\' or \'in the garage\') , please let us know at the time of ordering. You\'ll be given a chance in the checkout procedure to leave instructions that we will pass on to the carriers, although please note that we cannot guarantee they will always adhere to them. Please note that for some large or heavy items, it may be impractical for carriers to deliver to a specified point and may limit delivery to kerbside.

- Where do you deliver to?
We can usually deliver to all areas of mainland UK and Northern Ireland for our standard delivery charge of £4.95, however some items may incur an additional charge for Northern Ireland and Scottish Highlands. Please request a price for delivery to the Channel Islands or overseas.
What about outside the UK?
Please request a price for delivery outside the UK. For example, we can usually post small items to Europe for an additional £5 per item.

- How quickly do you deliver?
Each item has an estimate of the delivery time in the product description beside the picture.

What if I order more than one item?
If you order more than one item, items with a faster delivery time may be delayed
If one item is described as out of stock, please make 2 separate orders if you require in-stock items delivered immediately.
Signing for delivery
- Before you sign for the goods, please inspect the product inside the box to ensure that everything has arrived undamaged. We pack our goods extremely carefully and damages are rare, however, once you have signed for the goods it may not be possible to prove that the damage occurred before before they came into your possession. If the goods are left without a signature, we must be notified of any damages or shortages within 24 hours of the delivery taking place. See 'Damaged Items' below.

Can I ask for the goods to be left round the back?
Please do. There is a box for "Delivery Instructions" when you place your order. Our couriers are usually very helpful. However, they can't always guarantee to deliver to any particular part of your property - with large orders (for example hurdle fence panels) it may not be possible to take them round the back. We reserve the right to deliver only to kerbside.

- Can I ask for delivery on a specific day or specific time?
If you request delivery on a specific date, we will usually be able to attempt to deliver on that day, however we're dependent on our carriers and therefore we cannot absolutely guarantee delivery on a specific date. For this reason, we'd rather you didn't take a day off work to wait in for the couriers: a better alternative is to have the order sent to a work address.
- What about delivering at a specific time? Delivering at a specific time is very difficult for a courier company - this facility is available but it is usually very expensive.
- Can the courier call me half an hour before he gets to me - I'm only round the corner? Unfortunately, couriers just aren't set up to give this level of service - it is possible, but it will usually cost us at least an extra £20.
- How do I track my order? If you have a query about your order please call our customer service team on 0118 945 9999 or email customerservice@primrose-london.co.uk .
What if I refuse to accept the delivery from the courier? If you refuse to accept an order from our couriers, you may be responsible for any additional courier costs, including the cost of returning the items to us. If you are refusing the order simply because you have changed your mind, you will be responsible for the costs of returning the goods unless you have a cancellation number (see below). If you are refusing the goods because you believe they are damaged, we will check the goods are damaged when they are returned to us. If they aren't damaged, we may have to charge you the cost of returning the goods to us. If you refuse the goods because the courier company is not able to carry the goods to a particular part of your property, please remember that we are unable to guarantee that the couriers will deliver to any point other than your front door or kerbside, depending on the item.
What if I need to cancel my order before it's been despatched?
You can cancel your order in writing at any time up to the end of 7 working days after the goods arrive. If your order has already been despatched, or we are not able to prevent the despatch of goods, you can always return them under our 7 day returns policy (see below). If you cancel an order before despatch, we will give you a cancellation number which you should retain in the event of any subsequent enquiry. That number is your proof that you have cancelled the order in time to prevent it being despatched. If you don't have a cancellation number and you refuse to accept an order from our courier that has been correctly supplied, we will need to deduct the cost of returning the items from any refund that we make.

Returns

Unfortunately all of our films are cut to order and therefore cannot be returned. If in doubt please order a FREE sample first.