Delivery & Returns

Generic Delivery & Returns

Your delivery charge is calculated automatically at the checkout stage, and is based on your delivery post-code.  All orders received before 1pm will be processed that day, and delivery will normally be made within 5 working days depending on the item you are purchasing.  We will call you if there are any stock shortages and make alternative arrangements.

Delivery to mainland UK (not including Scottish Highlands)

Delivery will be made to the main entrance of the delivery address (Please note that we deliver goods only to specified regions within the UK), and the shop / business name on the fascia must match what is given to us.  Delivery will normally be made within the working hours of 8.30am-5pm.  Specific times may be agreed with you, but will incur a surcharge.  Deliveries are made to business premises only; delivery to residential addresses can be arranged but may result in a surcharge being applied to the order before we can process this.  All goods must be signed for on delivery by an adult aged 18 years or over.  Whilst we make every effort to deliver all your goods in the agreed time, we will not be liable if we fail to do so in part or in full due to carriers’ circumstances beyond our control. Occasionally items that are received are damaged in transit, if this occurs you must contact TSS within 24hours, retaining all packaging. Customer Service staff will then arrange inspection of the items by the carrier. Where items are received back return to sender/ undelivered because a receiver refused delivery or was unable to accept delivery a refund will be processed less the cost of carriage. If the item has to be resent a further carriage charge will apply.

Delivery charges to UK mainland  

We have a flat rate delivery charge of £9.95 which is applied to every order; higher delivery charges may be applied for large orders of shelving, slatwall panels, or items above a certain weight but would be agreed with you prior to order confirmation.  If your delivery post-code falls outside of our specified regions delivery can still be arranged.  Please email sales@theshopstore.co.uk with the details of your order requirement and address.  Please note our office hours are 9am-5pm, Monday to Friday.  Any queries sent outside of this time will be responded to on the next working day.

Returns Procedure

We hope you will be happy with your purchase. However, should you feel it necessary to return an item, you may cancel the contract by contacting us within seven working days of placing the order, subject to the terms & conditions which follow. In the first instance you should advise us by email or by calling our returns line on the local rate number 08456 045540 when we will supply your return authorisation number (RAN) and details of how to return your product. All items returned must be dispatched and received back at the return address within 14 working days of receipt, (please note the address we specify may vary). You will be responsible for the cost of returning any item to us unless we have delivered the item to you in error. The item should be returned to us in its original condition & original packaging. If we do not receive the item back from you we may arrange for collection of the item from you at your cost. Please note that we can only accept returns that are unopened, unused and in their original packaging. TSS accepts no liability for returned parcels getting mislaid therefore please arrange to use a traceable return service. TSS will not accept liability for any damage that may occur whilst items are in transit, therefore please ensure that the item is securely packaged as failure to do so may result in the goods being returned directly to you.

When we receive notice of cancellation of your contract we will refund the price paid by you,  less the original delivery charge, if applicable, within 30 days of receipt of the item.  All returns of non-defective items will be subject to a 20% handling charge.

Returns of perishable & personalized, bespoke & branded items

We do not accept returns, refund delivery charges, or offer an exchange for perishable items. If you do have a problem with perishable items you have ordered, please contact us on the local rate number 08456 045540.  Once an order has been confirmed for a personalised, bespoke or branded product, the order cannot be cancelled; nor will we accept returns, refund delivery charges, or offer an exchange. Accordingly, extra care must be taken when ordering such items. In the case of Work wear; please refer to the relevant Intelligent Sizing Guide on the website to avoid costly errors.

Returns of faulty Items

If you believe an item sent to you to be faulty, please call Customer Services on the local rate number 08456 045540. Damage that results from normal wear-and-tear, inappropriate use, collision or as a result of the item being taken apart is not covered. We will issue you with a RAN. TSS does not accept any liability for returned goods, which remain the customers responsibility whilst in transit and recommend that the traceable delivery service is used. Upon receipt the item will be inspected and tested. If found to be faulty, we will replace or repair the item. If a replacement is not available or a repair is not possible we will supply a credit note or refund the value in full at our discretion. We will not accept any returns for any reason where a RAN has not been issued within 7 working days of receipt of the item.