Depot Opening/Click & Collect/Information
Covid-19: As a responsible business, in order to keep both our customers and employees safe, we are following UK government guidance and operating a reduced level of service until further notice.
In order to meet our customers' requirements orders placed for delivery will be despatched and delivered via Royal Mail or courier. However, please note despatch and transit times may be subject to delay. We will endeavour to keep you informed of any extended transit times.
A Click & Collect service will also be operating at the following depots...
Click & Collect service available at our Glasgow Depot from Monday 30th March
Click & Collect service available at our Belfast Depot from Monday 30th March
Limited Click & Collect service available at our London Depot w/c Monday 30th March (days and availability subject to change)
Clow Group are sorry for any inconvenience this may cause you.
Click & Collect
We offer a free in-store collection facility whereby your goods can be ordered online and picked up at any of our stores in the UK. Please select "Collection Service" at checkout and specify your preferred depot for collection (Glasgow, Midlands, London or Belfast). All of our depots are open 5 days a week Monday to Thursday 8am to 5pm & Friday 8am to 4.30pm, except our Glasgow depot, which is also open Saturday mornings 8am to 12pm. If we don't currently hold the item you've requested in our local depot then we will transfer the item from one of our other depots to your selected depot. We will inform you beforehand if this the case should you wish to arrange an alternative delivery method. Once the goods are picked from store at our depot we will contact you via email to inform you the goods are ready for collection.
Our standard delivery service is a 3 - 5 day service and is provided free of charge for mainland UK orders over £50 (ex VAT), below this amount we charge a fee of £6.50 ex VAT for orders between £20 and £50 ex VAT and £2.90 ex VAT for orders below this as per the table below for shipping&handling. If your parcel has been sent by a trackable method, you will receive an email from our customer service team with details of your tracking number. All tracked parcels will require a signature on delivery.
|Cart Value||Delivery Cost Standard Areas||Delivery Cost Outlying Areas*|
|Below £20 ex VAT||£2.90 ex VAT||£15.00 ex VAT|
|£20 to £50 ex VAT||£6.50 ex VAT||£15.00 ex VAT|
|Over £50 ex VAT||FREE||£10.00 ex VAT|
Next Day Delivery
In some cases we can offer a next day delivery if the delivery address is within a short distance of a depot that holds stock of the item and that depot van is available for use. If you require next day please contact us with details of the delivery location and item and we will confirm with the local depot if they hold stock. If they have the stock we will ask you to place the order via our website and we'll inform the depot to use their van for delivery.
*Please note outlying areas include Highlands & Islands, Channel Islands, Isle of Man, Isle of Wight and Scilly Isles. Please contact us, (including your order details and preferred delivery address), for more information.
Where possible, we always endeavour to ship your orders the same business day they are received. Please note orders for next day delivery must be placed by 12:00hrs. This excludes Weekends, Public Holidays and Bank Holidays.
We hold a full stock range at all of our depots around the the UK however if your item is not in stock we will place the item on back order for you. We will always inform you of any delays and, if you would prefer not to wait, we can cancel your order of provide an alternative if this is suitable.
You must inform us in writing within 48 hours if goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence.
You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.
Different Delivery Address to Billing Address
If you require your order delivered to a different address other than your card billing address then please tick the 'Invoice Address' box under the Delivery Address and this will allow you to enter a different billing address.
Cancellation & Returns
Your rights to return goods are protected under the Consumer Contracts Regulations 2013.
You are entitled to cancel your order for whatever reason and return the goods within 14 days for a full refund, including the cost of the original standard delivery (excludes special delivery rates such as next day). Please notify us by email or telephone within 14 days of receiving your goods and quote the order number supplied to you. As the buyer you are responsible for the cost and risk of loss or damage when returning goods, so you should take out enough postal insurance to cover their value. Any goods returned must be in saleable condition. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or misdescribed. Your refund will be paid within 14 days of us receiving the returned goods.
Please see our Terms & Conditions for further information on cancelling your order.