Shipping & Returns


Our Shipping Policy

  1. Web Site Orders: By placing an order with us, you have given us consent to pass on your details: name, address, phone number and email address to our couriers for the sole purpose of delivering your parcel. Orders made through our web site are updated with emails showing progress of their order. An alternative delivery address can be used if unavailable between 8.00am - 6.00pm to sign for goods at the card holder's address. This could be with a neighbour, relative or a work place. Every effort will be made to give a same day dispatch for orders received by 12:00pm. We are unable to guarantee same day dispatch at busy times or if there is a stock issue. Same day dispatch is not guaranteed during the Christmas Holiday period due to early or pre-planned missed collections. There are no collections on Weekends or Bank holidays.  We do not offer a tracking service for Royal Mail standard 1st and 2nd class deliveries.
  2. Age Sensitive items: Products that can only be purchased by over 18's, i.e. Knives will require a signature by the recipient upon delivery. Proof of ID and AGE may also be required. Delivery to a neighbour or safe place is not allowed.
  3. Telephone Orders: If you pay over the phone and request your order to be delivered to someone other than the card holder, we reserve the right to ask for proof of I.D. before the order is released. We do not offer a tracking service for any telephone orders. A till receipt will be enclosed with your order. Payment details are not stored on our server.
  4. Limitations: For YOUR PROTECTION, goods over the value of £20 will require a signature upon delivery. Orders under £20 can be left in a safe place without a signature. However, ASKING US TO DELIVER GOODS UNDER £20 IN VALUE WITHOUT A SIGNATURE IS DONE SO AT YOUR OWN RISK. M W Partridge & Co Ltd and Fed Ex UK are NOT liable if your parcel goes astray after it has been delivered.
  5. Hotmail Accounts: On rare occasions, first time users with Hotmail accounts may find our supplied emails have not been delivered. Please check your spam folder and add us to your email account address book.
  6. When to expect your goods:  Royal Mail 1st and 2nd class and Signed For™ delivery generally takes 1 to 3 days respectively but is NOT guaranteed. Please note that loss claims can only be made if the item has not been delivered (or had delivery attempted) 10 or more working days after the due date (5 working days for Special Delivery items). It is worth checking at your local sorting office as a first port of call. There may have been an address discrepancy or you may have been out during delivery; your post person may not always leave a calling card. Please Note: Royal Mail Signed For™ service is NOT Tracked throughout its journey, it provides the sender with confirmation of delivery with a signature after it's been delivered. FedEx takes between 1 and 3 working days for mainland England, Wales and southern Scotland and up 7 days for all other areas. The Distance Selling Regulations state that goods must be delivered within a 30 day time frame.
  7. Collect In-store: An Order can be placed at any time. However, orders requiring collection on Saturday will need to be received by 3:00pm on Friday. When your order has been processed, we will issue an 'Awaiting Collection'  status email informing of where you can collect your item. Allow at least 3 hours before collection. Please bring details of your 'Awaiting Collection' email before calling in to collect. If urgent, please call us on 01473 820517 (Mon-Fri only). If you simply want to reserve an item, please phone us. A list of contact numbers is available on our contact us page. Please do not confuse this service with the national "Store Pick Up" points offered by a large number of national stores. We are not registered for the service and it can cause problems.
  8. Packaging: Everyone needs to do their bit to help with planetary resources and we are no acceptation! We pride ourselves on only using cardboard boxes that have already been used to supply our own stock.
    We always recycle cardboard
    Unfortunately, we do have to buy 'Jiffy Bags' for smaller items and use bubble wrap to protect your order, but we only use as much as we feel is necessary to obtain a trouble free delivery.

Free Delivery on Orders of £30 or over

We offer a FREE delivery service to all customers with orders in excess of £30 delivered to either mainland England, Wales or southern Scotland

  • Choose the ´Standard´ delivery option at checkout.
  • Priority will be given to orders received before 12:00pm** for a same day dispatch.
  • Due to Early/Missed Collections over the Christmas Holiday period, every effort will be made but we are unable to guarantee a same day dispatch.

*EXCLUDES SATURDAYS (Saturday FedEx deliveries can be selected by a chargeable alternative option).

**Same day dispatch is not guaranteed during the Christmas holiday period due to early or missed collections.


Our Courier Policies

Royal Mail

  • Royal Mail's own Terms & Conditions can be viewed on their web site.
  • This is a non-guaranteed postal service. Non-delivery of parcels can only be processed after 15 working days.

Advisory:

  • Please allow extra time for delivery at busier times i.e. the few weeks before Christmas, your parcel may not be lost but late - sometimes up to two weeks late. If your order is required urgently we strongly recommend that you opt for the Premium Next Working Day delivery option.
  • Please Note: It is not always Royal Mail's fault that you haven't received your parcel. It is possible that they have tried to deliver on time but you have not been in to receive it. It may be worth while trying your local sorting/post office before it is returned to us as "not called for". 

Fedex

  • FedEx's own Terms & Conditions can be viewed on their web site.
  • Fed Ex will give two attempts to deliver your parcel and leave a calling card on each occurrence. The card will give information where you can collect the parcel yourself or rearrange a further delivery. A third delivery will require a further payment. If you have received a calling card, you will not need to contact us but use the information on the card. You only need to contact us if you have not received your goods - or a calling card - after three days.
  • Please allow time for your tracking number to come into effect. We generate the numbers here at the time we send the 'Dispatched' status emails. The numbers should work after we bulk upload them to the FedEx servers.
FedEx Post Code Area Restrictions (Not Available For Next Working Day)
AB 31-38, 41-45, 51-56
BT ALL
FK 19-21
HS ALL
IM ALL
IV ALL
KA 27-28
KW ALL
PA 20-38, 41-49, 60-78
PH 1-10, 15-26, 30-44, 49-50
PO 30-41
TR 21-25

Cancellation

You can cancel your order with us at any time up until the point of dispatch. After the point of dispatch, please use our returns policy below.


Stock Issues

We do our best to keep our web site stock accurate, but as the same stock is also sold through our retail store, complete accuracy is not always possible. If your order is made up with more than one stock line and we fall short, we will send what we have and send the remainder once we receive them. You will not be charged any more postage. We will notify you of the issue, giving you the chance to either wait for the remainder or cancel that part of the order. If we find that the product has been discontinued by the supplier, we will advise you and refund that part of the order.


Goods Damaged In Transit:

If there is obvious damage to your goods caused during transit, please refuse the parcel, or sign as damaged and notify us, preferably including an image within 24 hours of delivery. You can contact your local Fed Ex Depot to register the damaged parcel if it is delivered out of our office hours without a signature. FAILURE TO DO SO MAY RESULT IN YOUR CLAIM BEING REJECTED.


Returns & Replacement Policy:

  1. Returning Unwanted Goods: Please notify us within 14 days after taking possession and return within 30 days. Product must be in original condition. Download a Returns Form and return the item by your own choice of carrier for a full refund of the item, we do not refund the return postage. Items can incur a 25% re-stocking fee if opened or returned unsalable as new. A collection can be arranged for large items but this will incur a courier charge; please contact us for a quotation.
  2. Goods Returned from Telephone Orders: To comply with General Data Protection Regulation (GDPR), we do not keep any of your payment details in either electronic or paper form. We will require your card number and expiry date to process a refund in the same way as when you originally purchased your order. The three digit security number on the back of your card is not required for refunds.
  3. Faulty Goods under Manufacturers Warranty: Please return goods including receipt within the standard Manufacturer's Guarantee Period, for repair, exchange or refund. If a suitable replacement product is no longer available a full refund will be given. Please download a Returns Form to include with the item. If the item is supplied with an extended warranty, please follow the instructions supplied with the product.
  4. Items Received Faulty or Damaged: Please inform us by email as soon as possible after taking possession. Sending a photo image of the damaged item will also help speed up the claim. We will arrange for a replacement to be sent to you, this may be by Royal Mail, FedEx or our supplier at our discretion. Return of the faulty item will be at our discretion and will be arranged with you when you contact us.
  5. Incorrectly Dispatched Goods: If we have shipped an incorrect item, please inform us via our contact us page or phone (01473 820517 / 512) or FAX (01473 820527) as soon as possible after being received. It is always helpful to supply a photo of the item supplied incorrectly. Apart from the outer parcel, there is no need to open the item so please leave it unopened and in original condition. For small a item, please return it (we will refund the cost of return postage). Once we receive it, we will arrange for the correct item to be dispatched. For larger items delivered by courier, we will collect the item and deliver the correct one.
  6. Incorrectly Ordered or Exchanging Goods: Please notify us within 14 days of taking possession, download a Returns Form and return the item within 30 days for a refund. We do not pay for return postage costs. Product must be unopened and in original condition. Collection can be arranged for large items but this will incur a shipping charge; please contact us for a quotation. Re-order the correct item on-line or phone if you need product advice.

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