We are committed to delivering the highest quality shelving to you at competitive prices, supported by excellent customer service. Our Terms & Conditions are outlined below. If you have any queries or are uncertain about any aspect of your purchase from Shelfdirect, please feel free to give us a call; we’ll be happy to help.
The following terms and conditions apply to all transactions from Shelfdirect.co.uk. The placement of an order indicates your acceptance of these terms and conditions. Please read them carefully and print a copy for future reference. These terms and conditions do not affect your statutory rights.
We will endeavour to deliver goods within the times stated but goods are subject to availability and delay in delivery of goods is sometimes outside our control. All of our bespoke shelving is individually made in our workshop by our small team of professionals; delays do sometimes happen and are an inevitable part of this process! Please bear this in mind when placing your order to avoid disappointment. If using our expedited delivery service, we will aim to dispatch your order within 3- 5 working days of your order being placed. Should we fail to dispatch your order within this time, we will refund the surcharge for expedited delivery and deliver your order as a standard delivery. For up to date information on current lead times, please go to our FAQs page.
We use only reputable, national couriers, but any dates we specify for the delivery of the goods are approximate only and we shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay in the delivery of the goods. Where expedited shipping has been selected, the excess charge will only be refunded when an order has not been dispatched within stated lead times; we are not able to refund the excess when the delay is due to courier failure.
Couriers may attempt up to 3 deliveries; if goods have not been received and are then returned to us by the courier, a further delivery charge will be incurred for a re-delivery. Any variations to our standard delivery service (e.g Saturdays, UK Highlands and Islands, international or timed deliveries) will incur charges in addition to our standard delivery charge.
Modifications to your Order
If you request modifications to your order, such as partial centimetre dimensions, colour-matching or other modifications outside our standard manufacturing methods, these must be notified in writing and will be implemented at the discretion of Shelfdirect Ltd. Where such modifications are judged to not be possible or practical, the standard order will be manufactured and delivered. Modifications to your order, where possible and practical, are carried out on a goodwill basis, and do not form part of the contract of sale.
Please note that all of our shelves are individually made in our workshop and a few millimetres of variation is to be expected; please allow for this when placing your order. ShelfDirect reserves the right to adjust / alter the design and materials used in the manufacture of shelving at any time.
If you have any questions about this, please contact Shelfdirect Ltd for clarification.
As soon as we have delivered the goods to your door you will be responsible for them. From the time of receipted delivery of the goods, any loss or damage to the goods shall be at your own risk. Any transit damage to the goods, shortages or incorrect goods supplied must be noted on the delivery consignment note at the time of delivery.
Any damage to shelving as a result of, or following, installation will be at your own risk and responsibility. Shelfdirect cannot accept any responsibility for any problems experienced during the installation of your shelves.
Time Limitation for Notification of Claims
Damage in transit: If goods arrive in a damaged condition you must make a note on the carrier’s delivery consignment note. It will then be your responsibility to sign for the item as damaged and inform us by email within 48 hours after delivery. You will also need to take and send us photographs by email of the external packaging and any damages to your shelving.
Shortages: It is your responsibility to sign for the correct number of packages as shown on the carrier’s delivery consignment note. Any shortages must be noted on the consignment note and it will be your responsibility to notify us by email within 48 hours after delivery.
Incorrect Goods: It is your responsibility to notify us by email of any incorrect goods supplied within 48 hours after delivery.
Non-Deliveries: We will not accept liability for goods lost in transit unless we are notified by email within 48 hours from the expected delivery date.
We use a nationwide courier service for all our deliveries. It is therefore very important that you check the goods prior to accepting delivery. By signing for the goods you are confirming that all items have been delivered undamaged. No claims for damaged goods will be accepted once you have signed for the order.
Returned Goods & Cancellation of Orders
At ShelfDirect, we supply two distinct ranges; our range of bespoke shelving and our range of stock brackets.
If you are not totally satisfied with your purchase for any reason, you must contact us by email within 48 hours of receiving your delivery. Cancellation rights are not applicable to any made to measure items, unless items are faulty or incorrectly made, in which case repair or replacement will be offered. Cancellation rights are not applicable where shelves have been left in their packaging following delivery and damage has occurred or where modifications have been made by the customer (e.g. painting, varnishing or applying any finish to the shelves). Variations in wood grain are inevitable, out of our control, and do not constitute a fault. Please consider this when placing your order as items cannot be returned because of natural wood grain variations.
Please note: You will be required to provide photographic evidence of any damaged goods before a replacement or return can be authorised. When returning items you will be wholly responsible for the return of the goods and any associated costs of return and goods must be returned in their original packaging to avoid damages. Postage costs will be deducted from any amounts refunded. Prior to returning any products, you must contact us within 48 hours of the date of delivery.
Where items have not been manufactured, an order may be cancelled. A charge may be deducted from any refund issued to reflect the costs to Shelfdirect Ltd incurred by Cardsave or PayPal.
Shelfdirect takes no responsibility for the installation of your shelving and we recommend that you use a qualified tradesperson to install your shelves.
Stock Shelving and Brackets
If you are not totally satisfied with your purchase for any reason, you must contact us by email within 48 hours of receiving your delivery. You may be required to provide photographic evidence of any damaged goods before a replacement or return can be authorised.
If you have changed your mind and wish to return the brackets you have ordered, we can offer a replacement or credit voucher code to the value of the goods ordered. The customer will meet the cost of the shipping back to us and must use a reputable courier with insurance to cover any damages caused whilst in transit. The goods must be returned to us within 28 days of notifying us, in the original packaging and in re-sellable condition. A replacement or credit voucher code to the value of the goods ordered will then be issued. Where a refund has been agreed, postage costs will be deducted from any amounts refunded and a charge may be deducted from any refund issued to reflect the costs to Shelfdirect Ltd incurred by Cardsave or PayPal.
Our Price-Match Offer
At ShelfDirect, we want to deliver the best quality at the lowest possible prices. We will always aim to match any online quote for bespoke shelving, provided that:
- You are able to show us a like-for-like, full quote for bespoke shelves (the quote must include any charges for shipping, VAT, fixings, finishing etc.)
- You are able to show us evidence of the quote, including a link to the relevant website
We do reserve the right to not proceed with an order if we are not able to match a price.
If you are not entirely satisfied with your purchase please contact Rhoda Mathews on 01273 757179. We will try to resolve any issues that you have as quickly as possible and if necessary we will explain how to follow our complaints procedure.
If you remain unhappy with our final response, you may be entitled to refer your complaint to The Dispute Resolution Ombudsman and we are bound to follow any decision that they make. To find out more about The Ombudsman and how you might be able to use their dispute resolution service visit www.disputeresolutionombudsman.org or telephone 0333 241 3209.
To provide our customers with peace of mind and to demonstrate our commitment to responsible trade, ShelfDirect is a registered full member of Dispute Resolution Ombudsman. The Ombudsman is an independent not-for-profit organisation which raises standards and is approved by the government to provide alternative dispute resolution services. We follow their Code of Practice which provides our customers with additional protection if things go wrong. To find out more about The Ombudsman and how to use their service, visit www.disputeresolutionombudsman.org or telephone 0333 241 3209.