Delivery & Returns

Delivery Charges

Free UK mainland delivery on orders over £50 ex.VAT.

Orders under £50 ex.VAT - £5.95 delivery charge.

Postcode exceptions: HS, KW, ZE, IV, AB, DD, PH, PA, GY, JE, IM, BT, Isle of Anglesey, Isle of Wight and Eire.

Standard deliveries are Monday to Friday 8.30am to 5.30pm to the GROUND FLOOR or KERBSIDE only (unless previously agreed in writing).
We are unable to confirm exact delivery times, but we can usually confirm a day if you let us know in advance.

Saturday deliveries, timed AM or PM or above ground floor deliveries are available at extra cost.
Oversized products requiring a crane or hiab offload may incur an additional charge.
Contact us for more information.

Estimated Delivery Times

Lead times are displayed in working days, which excludes weekends & bank holidays.
During these unprecedented times, occasionally we are experiencing unexpected delays. If you have not received your item within the lead time shown please contact us and we will look into it as a matter of urgency.
Stock levels change daily, if you have a specific delivery requirement please contact us and we will do our best to help.

At the time of delivery

An authorised person must be present to sign for delivery.
Failed attempts may result in a return delivery charge.
A request to leave goods without signature is entirely at your own risk.

Please check your delivered goods carefully.
ESE Direct cannot accept claims for shortage or damage after goods have been signed for.
The only exception is proof of a carrier note that is marked as damaged.
We must also be notified in writing within 24 hours of the delivery.
Please do not sign for any goods as 'unexamined' or 'unchecked' as carriers will not accept liability for any subsequent damage.

Problems with Deliveries

Nobody is perfect, unfortunately damages & mistakes happen.
In this case, please email [email protected] as soon you receive your item (including a photo would really help speed things up).
Or call Customer Services on 0800 161 3437 and we will deal with you as a priority.

Packaging

As part of our commitment to the environment, much of the packaging we use can be recycled. For more information about recycling, please visit the recycling room for consumer information on waste recycling.

Returns

We want you to be entirely happy with your purchases, if within 14 Days of delivery you decide the products are not suitable* please contact us in advance. (Please do not return anything without contacting us first).

Goods must be in a resalable condition and in their original packaging.
Unfortunately business transactions will incur a 20% restocking charge and goods will have to be returned at your expense, unused and wrapped securely in the original packaging.

* Made-to-Order products cannot be returned, if in any doubt, please ask.

Damaged product?

If you receive an item which is damaged or not in the condition you were expecting please contact us ASAP, this needs to be noted at time of the delivery and signed for as damaged with a call or email informing us within 24 hours of delivery.
Do not sign for any goods as 'unexamined' or 'unchecked' as carriers will not accept liability for any subsequent damage.

Please contact us as soon as possible on 0800 161 3437 or email [email protected] and we will get straight onto it.
If you send a picture of the damage this can help to speed up the process.

Please do not report damage using any online feedback systems as it can take up to 4 working days for us to receive this feedback. This prevents us from dealing with your issue promptly.

Please be aware - Only products returned in 'as new condition' will be accepted and it may take up to 14 days for any refund to appear in your bank account.

We are primarily a Business to Business supplier, for all business transactions The Sale of Goods Act 1979 applies.

The Consumer Protection (Distance Selling) Regulations will also apply if you are purchasing for home use with delivery to your home address. If for any reason You decide you do not want keep any Goods we have delivered to you, We will offer you a refund of the price paid by you, or provide you with a credit note to the value of the Goods to be returned or replace those goods free of charge subject to the following conditions: Within 14 days of the date of delivery of those Goods you must inform us in writing that you want to return the Goods, or call us on 0800 161 3437. Promptly after receiving confirmation from us, you must send those Goods to us at your own cost and risk: The Goods must not be damaged in any way. The packaging must not be damaged (save for reasonable wear and tear), and the Goods must not have been personalised by us at your request or otherwise made in accordance with a specification unique to you.

At the end of the day we will always do what we can to help, even outside of warranty periods, but sometimes we are restricted by the requirements of the factories as to exactly what we can offer. If you need any help please do not hesitate to contact us.

ESE Direct Ltd.
Wensum Works
150 Northumberland Street
Norwich
NR2 4EE