Re-delivery Service — Failed Delivery Surcharge

Re-delivery Service — Add-On

If our courier was unable to complete your delivery due to access issues, an absent recipient, or other customer-related factors, please use this service to arrange a secondary delivery attempt. This charge covers the additional logistical costs incurred by our transport team and ensures your items are rescheduled for the next available slot.

Why this service is required

• A delivery was previously attempted but could not be completed.
• Prior communication was established, and a delivery window was confirmed by the customer.
• Our courier arrived at the site but was unable to hand over the goods or gain safe access.
• Goods have been returned to our central hub and require new transit documentation.

Terms & Conditions

1. Service Scope: This £99 charge covers one (1) additional delivery attempt to the original delivery address.
2. Non-Refundable: Once the re-delivery has been scheduled with our courier, this fee is non-refundable, regardless of whether the second attempt is successful.
3. Confirmed Communication: By purchasing this service, you acknowledge that the courier had previously coordinated the initial delivery and that the failure to deliver was due to circumstances at the delivery destination.
4. Access & Availability: It is the customer's responsibility to ensure that an authorised adult is present to sign for the goods and that all access routes (doorways, hallways, lifts) are clear and accessible.
5. Health & Safety: Our drivers reserve the right to refuse delivery if the environment is deemed unsafe. In such cases, a further re-delivery fee may apply.
6. Scheduling: Once payment is confirmed, our logistics team will contact you within 2-4 working days to provide a new delivery window.

Before your re-delivery — please ensure:

• The provided contact number is correct and reachable.
• There is clear access for a large delivery vehicle at the property.
• Internal pathways, stairs, and doors are measured and cleared of obstacles.
• An adult (18+) is available to inspect and sign for the delivery throughout the allocated time slot.