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Ordering & Returns

PLACING YOUR ORDER

Q How can I order?
A You can only order through this website. We only to deliver to UK mainland and Northern Ireland. If you are outside these areas please contact us on 0208 236 0707

Q When will I receive my delivery?

A Deliveries are normally made within 2 – 5 working days

Q When do you confirm that my product is available?
A Orders can only be placed when stock is available. Product availability is displayed at point of order. In the unlikely event stock is unavailable you will be unable to place an order.

Q How do I know my order has been placed?
A We will send you an order acknowledgement email detailing the products you have ordered once payment has been made. This email is an order confirmation and / or order acceptance from the company

PAYING FOR YOUR PRODUCTS

Q Which payment methods can I use to place my order?
A You can use Switch, Delta, Visa or MasterCard or PayPal.

Q Does it cost me any extra to use PayPal?
A No, PayPal is completely free.

Q Is it safe to send my debit/credit card details over the web?
A Yes, we encrypt (safely lock in our system so no one can see) your payment card details using industry standard SSL technology to ensure they are completely safe.

Q When is payment made?
A Authority for payment must be given at the time of your order. Payment will only be taken once your order has been processed.

DELIVERY

Q How will my order be delivered?
A Your goods will be delivered by the carrier DPD, you will be given a 1 hour window on the day of delivery by text

Q Where can you deliver?
A We will deliver orders to any address within mainland UK and Northern Ireland.

Q How long does it normally take for my order to arrive?
A All orders come from our central warehouse and are normally available for delivery to all mainland UK postcode areas in 2- 5 working days

Q Do you deliver to work addresses?
A Yes that option is available for you at point of order entry. If you wish to ship to an alternate address to the details of your billing address please tick the ‘Deliver To this Address’ option at the checkout, you will then be able to enter the details of the address you would like us to deliver your parcel to.

Q Can I track My Order?
A Yes you can. Your delivery confirmation text will give you a reference number and link to the DPD track and trace system. Alternatively you can track your delivery using your postcode.

Q Can I reschedule my delivery?
A Yes you can. Through the DPD track and trace system

Q How much does delivery cost?
A Our delivery charge to mainland UK and Northern Ireland is £4.99

Q Do you deliver at weekends?
A Not as standard, but you can arrange this yourself through the DPD Track and Trace system. There is an extra charge payable direct to DPD for this service

Q What happens if I want to cancel my order before despatch?
A You have a small window to cancel your order as the despatch process begins the same day we receive your order. If you do need to cancel please call our Customer Service team on 0208 236 0707 If you cancel your order your payment card will be refunded in full. The refund will be completed within 24 hours; however this may take up to 5-7 working days to appear on your statement dependent on your card issuer.

Q What happens if I want to cancel my order that is in transit?
A You will have to wait for the goods to arrive then follow our returns procedure detailed below Your account will only be debited once your order has been validated. In the unlikely event that we are unable to fulfil your order we will contact you immediately to notify you of any problems with your order and if necessary arrange a suitable replacement or cancel the item from your order.

ONCE I HAVE MY DELIVERY

Department hours Monday – Friday 08:30 – 16:30

Q What do I do if I have a problem after my order has been delivered?
A We’re here for you every step of the way. Just call our advice line on 01284 413 141 and we will resolve the problem for you over the telephone

Q How do I return goods that I do not want?
A We have a no fuss 14 day returns guarantee. If you decide to return an unused or faulty product, you just need to email our customer team at uk-customercare@dorel.eu.  Please quote your delivery note number, address and postcode on the email.  By return we will send you an authorisation label, with a selection of the closest drop off points to your address.  Just drop your parcel at any of the drop off points at your convenience.  Your parcel wil be returned to us within 24 hours.  Once your parcel has been received by us we will process your refund. 

WARRANTY

Q What warranty do I have on the product?
A Your rights under the Sales of Goods Act. In most cases you’ll receive a 2 year warranty

Q How do I return a faulty product under warranty?
As above you just need to email our customer team at uk-customercare@dorel.eu.  Please quote your delivery note number, address and postcode on the email.  By return we will send you an authorisation label, with a selection of the closest drop off points to your address.  Just drop your parcel at any of the drop off points at your convience.  Your parcel wil be returned to us within 24 hours.  Once your parcel has been received by us we will process your refund.