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Customer Services

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Customer Services

Here at Derby House we hope your shopping experience is trouble free, however if you do have a problem our knowledgeable staff are always ready to help you out.

We understand that many of our customer cannot call us during normal working hours, that’s why in March 2008 we decided to extend our call centre hours to make it easier for you to contact us when you need us.

Our call centre is open 7.30am – 7.30pm week days(excluding bank holidays) and 9am – 5pm Saturdays.

You can telephone us on the following numbers:

Order Line: 0870 111 8908

Customer Care Line: 0870 111 8904

Alternatively you can use our Contact Us form to send your inquiry into us and we will do our best to answer your query as soon as possible. Click Here to contact us.

Get up to £10 back this May at Derby House

This May, we're offering customers up to £10 back on their orders In Store, Online, By Phone and at our Trade Stand at the 2008 Badminton Horse Trials*. Until the 31st May 2008 if you spend over £50 we'll give you £5 back but if you spend over £100 we'll give you £10 back (Terms and conditions apply see below).

Terms and Conditions:

Trade Stands: Receive a £5 Derby House voucher when you spend at least £50 in one transaction or £10 Derby House Voucher when you spend at least £100 in one transaction at our Retail Stand at the Badminton Horse Trials 1^st – 4^th May 2008. Customers must present a completed coupon at the till to receive the relevant voucher. Coupons available in the 24^th April Edition of Horse and Hound. Strictly Limited to 1 voucher per customer per transaction. Cannot be used in conjunction with any other offer.

Retail Stores : Receive a £5 Derby House voucher when you spend at least £50 in one transaction or £10 Derby House Voucher when you spend at least £100 in one transaction at any of our seven Retail Stores from the 24^th April – 31^st May 2008. Customers must present a completed coupon at the till to receive the relevant voucher. Coupons available in the 24^th April Edition of Horse and Hound. Strictly Limited to 1 voucher per customer per transaction. Cannot be used in conjunction with any other offer.

By Mail Order: When placing your order quote promotional code HHVOU1 and Derby House will give you £5 off any order worth over £50**, or £10 off any order worth over £100**. Offer Strictly limited to one discount per transaction. Offer available 24^th April – 31^st May 2008. Cannot be used in conjunction with any other offer.

Online: Visit www.derbyhouse.co.uk and type voucher code HHVOU1 into the box at the basket stage to receive £5 off any order over £50** and £10 off any order over £100**. Offer Strictly limited to one discount per transaction. Offer available 24^th April – 31^st May 2008. Cannot be used in conjunction with any other offer.

**Minimum goods value before carriage.

Delivery

Address

You can either have your goods delivered to your home address or you have the option to enter an alternative delivery address, so that you can have the parcel sent to work or a friend so that you know someone will be there to sign for delivery.

Charges

UK STANDARD DELIVERY £5.25
Despatch will be by post or our contracted carriers and usually takes 2-4 working days.
Please Note: This is a signatory service.

EXPRESS £15.00
For urgent items to UK Mainland addresses, excluding Northern Scotland (subject to status)
Orders must be received by 2pm to receive next day delivery.

UK SATURDAY £17.00
For guaranteed delivery on a Saturday, excluding Northern Scotland (subject to status).
Orders must be received by 2pm Friday to receive Saturday delivery.

Quoted Delivery

When you the quoted delivery symbol products are either heavy or an irregular shape and there may be an additional delivery charge, contact us for a delivery quote.

Please note that our carriers normally require a signature on delivery and they do not make timed deliveries.

Delivery Outside the UK

We are happy to deliver goods to most places outside the UK. Unfortunately we cannot deliver to the USA. For a delivery quote, please call customer services on 0870 111 8904.

The prices in this website include VAT at 17.5% where applicable. To calculate the VAT reduction, divide the retail price by 1.175.

Please note that our carriers normally require a signature on delivery and they do not make timed deliveries.

Time

We aim to despatch goods from our warehouse within 48 hours meaning that delivery should take 2 to 4 working days. Occasionally at busy times this may take a little longer. You will be notified by email if it is anticipated that delivery will take longer than our stated time. In exceptional circumstances, please allow 28 days for delivery. We can advise on your delivery if you telephone 0870 111 8904 for details.

Method

We are pleased to work in partnership with the Royal Mail, Home Delivery Network and Parcel Force so where ever possible your goods will be sent this way. If an item is particularly heavy or of an irregular shape we will use contracted carriers. Please note that a signature will be required. Should you be out at the time of delivery a card should be left for you to advise that an attempted delivery was made and for you to contact the appropriate depot to rearrange.