Delivery Information

Delivery & Access

  • You must check your order confirmation email or for those ordering over the telephone and those ordering in the showroom, the receipt that you would have been sent in the post or taken with you to make sure we have your correct address including your postcode.
  • You must provide us with a telephone number so that we can contact to both confirm a delivery date and to be able to contact you on the delivery date.
  • You must provide us with directions if your address is difficult to find as failed deliveries due to this will incur a failed delivery fee.
  • We will deliver to the delivery address stated in the order and confirmed by us in the order confirmation. Should you wish to change the delivery address on the order confirmation then you must notify us and obtained our agreement in writing to any change in delivery address prior to any delivery taking place.
  • When payments are made by debit or credit cards under usual circumstances deliveries must be to the cardholders address for security reasons.
  • If you are not going to accept delivery yourself then you must advise us in advance of the nominated adult that will sign for the goods and take delivery on your behalf. That nominated adult should have appropriate ID i.e. Driving Licence or Passport available on the day. We may request confirmation of identity at the point of delivery in order to prevent fraudulent activity.
  • For security reasons a signature is required upon receipt of your order. If no one will be available to sign for your delivery please supply an alternative address.
  • Your order should be dispatched when every item is available unless stated on your order and it has been confirmed and agreed in writing. This means that the under usual circumstances expected delivery date will be that of the longest lead-time item. On occasion it may be necessary for us to make more than one delivery to you, particularly in the case where goods are delivered directly from a supplier on specialised transport or where the number of items order exceed the capacity of our lorry. We will not charge you any extra for multiple deliveries under these circumstances however, if you ask us to deliver the order in instalments we may charge you extra delivery costs.
  • Once your order has arrived at our warehouse we will contact you to arrange a mutually convenient day for delivery and to ensure that full payment has been made prior to your order being delivered. We will offer you an initial delivery day and if this is not acceptable to you we will offer you a maximum of two reasonable alternatives.
  • We are unable to hold or store goods therefore if we you are unable to accept the two reasonable alternative delivery dates as stated above, we reserve the right to charge a storage charge. If we have to arrange for storage of the goods until delivery takes place we will charge a reasonable sum currently at £25 per 4 items per week to cover expenses. Any such charges must be cleared before delivery takes place.
  • Storage charges will not be applied where the goods are made available before the delivery date detailed in the order confirmation or in circumstances where you have specifically stated a not before date on your order and has been confirmed on your order confirmation.
  • Unfortunately during specific delivery deadlines i.e. before Christmas or Easter it may be necessary for you accept the first delivery date offered if we are to meet your requirements.
  • Your order will be delivered to your door unless you have paid for or we have agreed prior arrangements your order will be delivered to your room of choice providing there is sufficient access.
  • You must ensure that on the day of delivery the delivery route is clear and free from obstructions and this will apply to collections as well. You should also consider vehicular access, lifts, staircases and room access. This will apply to collections as well.
  • Should windows or doors need to be removed to allow access it is your responsibility to arrange this at your own cost and at your own risk. This will apply to collections as well.
  • For flats, the delivery is to the ground floor main entrance only, and if prior arrangements have been made to the second floor only, providing there is suitable and safe access. If your flat is above the 2 floor this will be at the drivers discretion. The reason for this is because the access may not be suitable for the product you have ordered and we may have to make arrangements for more than two people to deliver the goods which may incur additional charges. Please contact us if you have any queries or concerns about this.
  • Most deliveries are carried out on our own vans, but in the case where we use carriers they are scheduled and collected in advance, therefore to simplify things if you would like to change or cancel your delivery date in both circumstances, once the delivery is booked in, you must notify us 4 working days before delivery.
  • If there is nobody home when we attempt delivery you will have to pay a re-delivery fee. This will be deducted from your refund if you decide to cancel your order.
  • In circumstances where your order doesn't fit, or there isn't suitable access for the delivery vehicle, you will be refunded minus a return fee for the returned goods provided that the items have not been specifically manufactured for you.
  • Part of our service may be where paid for or by prior arrangement to take away any packaging materials. In addition our drivers may remove the packaging on the back of the lorry to make the delivery easier. If you think you might return any item please be sure to ask for all the packaging
  • Goods intended to be assembled by you will not be unpacked at the point of delivery.
  • Any lead times advertised on our website are our best estimate only, based upon experience and the lead times advised by our suppliers. We will contact our suppliers upon either an enquiry or once your order has been processed to give a more accurate delivery estimate. We work hard in conjunction with our suppliers to keep to our delivery promises however, with the best will in the world delays can occur that are outside our control. R G Cole will not be liable for any late or missed delivery.
  • We do not accept any responsibility for damage to your property during delivery other than damage due to our negligence when our liability is limited to the repair of that damage with no element of betterment.

Re-Delivery Fees

As you will have been given prior notification of your delivery date, if you are not available to take delivery, then there will be a re-delivery charge as follows:

  • If the goods are transported on our lorry the re-delivery costs will be calculated based upon the time it would take to deliver the goods plus an appropriate mileage for wear and tear on the lorry and in the case of long distance deliveries if applicable any accommodation bills. The costs will be calculated from our warehouse to your delivery address. The rates are calculated at the rates below.  
  • In the case of a one man delivery requirement the rate will be £10.00p per hour or part hour plus VAT at the prevailing rate.
  • In the case of a two man delivery requirement the rate will be £18.00p per hour or part hour plus VAT at the prevailing rate.
  • The wear and tear allowance will be based upon 40p per mile plus VAT at the appropriate rate.
  • Any accommodation costs if necessary will be charged at cost.
  • For avoidance of doubt and fairness the charges will be calculated using Google maps plus an appropriate amount of time for the delivery once the drivers arrive at your residence.
  • If the goods are delivered by our carriers you will be charged exactly what the carrier has charged RG Cole for the aborted delivery.
  • These costs have been kept at a minimum and are designed to cover our running costs should a delivery have to be aborted.