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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:

Free Phone Order Line: 0800 048 0114

Customer Care Line: 0800 048 0113

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.

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 3-5 working days.
Please Note: This is a signatory service.

UK PREMIUM SERVICE £6.95
Despatch will be our contracted carriers and usually takes 2-3 working days.
Please Note: This is a signatory service.
by providing a mobile number or E-mail address you will receive notification on the day of delivery.

EXPRESS £9.25
For urgent items to UK Mainland addresses, excluding Northern Scotland (subject to status)
Orders must be received by 2pm to receive next day delivery. (1pm Friday for Monday delivery)

UK SATURDAY £12.50
For guaranteed delivery on a Saturday, excluding Northern Scotland (subject to status).
Orders must be received by 1pm 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 do despatch internationally and a list of the charges for each country can be found below. Please contact our Sales and Customer Service to process your order.

Sales Free Phone: 0800 048 0114                                                                                                                                       Sales for Overseas: 0044 1695 455 520

Delivery timescales are stock dependant.

Parcel weight of up to 30k - Delivery approximately 2 working days.    
Postage charge - £10.80
Northern Ireland

Parcel weight of up to 30k - Delivery approximately 2 working days.    
Postage charge - £9.60
Scottish Highlands

Parcel weight of up to 30k - Delivery approximately 2 working days.    
Postage charge - £13.50
Southern Ireland

Parcel weight of up to 30k - Delivery approximately 2 working days.    
Postage charge - £13.00
Isle of Man
Scilly Isles
Channel Islands                                                          

Parcel weight of up to 30k - Delivery approximately 3 working days.
Postage charge - £13.50
Belgium
France
Germany
Luxembourg
Holland
Netherlands

Parcel weight of up to 30k - Delivery approximately 4 working days.
Postal charge - £15.00
Austria
Denmark

Parcel weight of up to 30k - Delivery approximately 5 working days.
Postal charge - £20.00
Czech Republic
Italy
Slovakia
Spain

Parcel weight of up to 30k - Delivery approximately 7 working days.
Postal charge - £22.00
Estonia
Finland
Hungary
Poland
Portugal
Slovenia
Sweden

For postage costs to the rest of the world, please use the telephone numbers provided above to enquire how much it would be to deliver to your part of the world.                                                                              

The prices in this website include VAT at 17.5% where applicable.

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

Unfortunately, due to flying restrictions we are unable to deliver liquids, aerosols and gels outside the UK.

Time

We aim to despatch goods from our warehouse within 48 hours.
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 0800 048 0113  for details.

Method

We are pleased to work in partnership with the Royal Mail and DPD 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.