Delivery & returns.
Delivery
Please allow up to 20 working days for your order to be manufactured, dispatched and delivered. If the items included in your order are in stock we will get your order dispatched the same day, providing your order is processed before 1pm GMT.
Orders placed on our website can only be delivered to UK adresses. By placing an order the customer confirms that they are are purchasing the product from within the UK, the Channel Islands, and the Isle of Man. Please note, we are cannot deliver to oversea British Forces Post Offices (BFPO). For details on delivering outside of the UK, please contact our sales department here.
We are currently operating the following delivery options and all orders are tracked deliveries:
Standard delivery
£5.95 carriage charge on all tracked delivery orders in UK mainland only.
Express delivery
Express delivery is currently unavailable.
Delivery to the Highlands and Islands of Scotland, the Isle of Man & the Channel Isles, please allow an additional two days - there may be an extra charge for large, heavy, and fragile items.
Some items have extended delivery times. This applies to heavy, or bulk items and some items of crockery and glassware.
Returns & refunds
Samuel Groves is committed to selling only high-quality products, but we understand there may be a time when you need to exchange or return something you've bought.
Should you wish to return anything bought from us online, please contact our Customer Service team no later than 14 days after receipt of your order to start the return process. Call our UK Telephone number 0121 764 7393, open from Monday - Friday, 9am - 5pm. Or, if you prefer you can email us here.
When you contact us we will establish the reason for the return and send you an email including your related Case number as well as the return address information.
Ensure you return your items unused and undamaged with any labels still attached in their original packaging. The original despatch note needs to be included. If we find that the products have not been returned to us in a fully resalable condition, we reserve the right to refuse a refund on the item.
Please note we are not responsible for the return postage or other delivery costs except in the case of us supplying you incorrect or faulty items. Neither can we accept responsibility for packages that never reach us, so we advise you to use a traceable and insured service to return your product to us.
Upon receipt of your returned goods, we will make a refund to the card or PayPal account used to place the original order. We will process your return as quickly as possible. However, during very busy periods, please allow between 6 - 10 working days for your return to be processed. Customers’ statutory rights under civil law are unaffected by this policy.
Exclusions
This right does not apply to custom-made items, unless they are faulty, damaged, missing, or otherwise not in accordance with the specification.
Your statutory rights in respect of faulty, damaged, or missing items or goods, which are not as described, are not affected.
Returning your online purchases
The quickest and easiest way to return your order is by using the online form here.
You must return the goods to us within 14 days of canceling your order.
We will refund the cost of the goods including the standard delivery charge. We may make a deduction from the amount refunded to you if the goods have been used, parts are missing or the goods or their packaging has been damaged.
Please note, we will only process refunds if the goods are returned to us in their orignal retail packaging, packed safely for transit.
Faulty or damaged goods
Samuel Groves has a legal obligation to sell goods in accordance with the contract we have agreed with you.
If any item that we deliver to you arrives damaged or is faulty, or is otherwise not in accordance with our contract with you, then we will happily replace the item for free or refund the item. Please note that we will only refund the delivery charge if the whole order is damaged or faulty.