All returns and claims must be dealt with in writing please send us email.

Shortages & Damages

All deliveries should be accompanied by a detailed invoice (with an attached card receipt if you have paid by card). Please check deliveries to this invoice not your original web order as occasionally some items may sell out or be discontinued between the times of you placing the order and it being dispatched.

If goods appear on your original order but not on the invoice received with the goods then they are out of stock and will have to be re-ordered at a later date when they are available. We apologize for any inconvenience this may cause. You will only ever be charged for what we dispatch.

If you cannot find this invoice please contact us and we will supply a copy. (please ensure you have checked thoroughly before requesting a new copy, including inside the cardboard flaps of all the boxes or attached to the exterior wrap on pallets)

If after you have received your order and checked it to the invoice with it, you still believe items are not present or damaged please contact us in writing within the next 2 working days providing all necessary details and images (when needed) and we will try and resolve this for you. (If you do not notify us within this time we will not be able to process your claim.)

If your delivery is visibly damaged on the exterior of the box please make sure you sign for it as ‘DAMAGED‘. We cannot process claims where it has been signed for without comment or as ‘UNCHECKED‘.

Right to return goods

You have the right to return ordered goods within 14 days after receipt. If you return the goods within the 14-day term, this will be considered as admissible revocation of the purchase contract.

To meet the 14-day term it is sufficient to return the goods in time to: Click Pack Deliver, Unit 33, 96 Bell Lane Marston Green, Birmingham B33 0HX. It is not necessary to give any reason for the return if you do not wish to do so but we would appreciate it if you are courteous enough to do so as this helps us to improve our products and service.

Payments already made will be reimbursed to you within 7 working days of receipt of the returned goods. Goods manufactured to your specifications and clearly tailored for individual needs are excluded from the right of return.

In case goods are culpably destroyed, damaged or depreciated in value through use by you or a person attributed to you, you have to make a compensation for the goods value or for its depreciation in value.

We will not accept returned goods without a valid returns form and number which will need to be obtained from us prior to any return. We do not reimburse carriage costs for goods being returned to us. All goods being returned may be subject to a admin and restocking charge of 15% or £5.00 (whichever is greater) of value of goods returned.

Returned items should be new and unused, with all labels and tags intact and in their original packaging, they should include a valid purchase invoice, when received abiding by all of this we will gladly offer you either an exchange or refund.

Unfortunately, we will not be able to offer refunds or exchanges on certain products, unless the products are faulty or broken these include:

Consumables and perishable products, including; Bottled water, foods that deteriorate or expire.
Products included in health and hygiene, including; Deodorant & fragrances, Air fresheners, underwear, unsealed food and drink.
Any unsealed or opened electrical accessories, including; Batteries, Cable and charger cables.

Unavailable for Delivery or Refusal of Delivery

When we deliver items on a pallet someone will be required to sign for the delivery. If you are unavailable for delivery and there is no convenient or safe place for the driver to leave the goods a re delivery fee is incurred by our courier and will be passed on to you the customer. (this above applies to pallet deliveries, and enhanced services such as Saturday and timed deliveries only)

Goods refused which are non-faulty will incur a re-stocking fee and the cost of carriage for the goods being returned to us (both delivery and return carriage costs) Carriage costs will vary depending on the weight and volume of your order, restocking charge of 15% or £5.00 (whichever is greater) of value of goods returned.

Returns Form

Please before returning goods to us, get authorization from Click Pack Deliver please ensure you read and fill out the form in full before filling out the form please read the below carefully and follow.

HOW TO MAKE A CLAIM OR RETURN GOODS

1. Check your goods to the invoice received with your goods carefully. (not to your original web order)

If there is still a problem follow step 2.

2. Email customer services c@clickpackdeliver.co.uk in this email you must include the following

Your name
The name the order was placed in (if different)
Your telephone number
Your order number and invoice number
Notes describing your claim details

3. Wait for our response on this.

If you are claiming for damages it is likely that we will ask for images of the damaged item/s these are required for our records and our couriers records where applicable.

Images will need to be emailed to the above email address visibly showing the damaged items. When claiming for multiple damaged items we will require 1 clear image of all damaged items together and 1 of each individual item.

To Return The Goods To Us

Due to most couriers requiring the number of parcels being collected, weight, and dimensions of the items as well as a time or day which is convenient for you to have them collect from you, when returning items we require you to book this.

You can use any service you would like to return items to us including.

https://www.myhermes.co.uk/

or

Anyone you like

This services will collect the items from you if required. The address to send the goods can be found on the returns form detailed above.

All returns and claims must be dealt with in writing.

Our staff will not process any claims for damages by telephone please do not ask them to do so!

If you have any other queries including questions about your order you can also email c@clickpackdeliver.co.uk please do include your name and order number.