Frequently asked questions
Using mainly UPS or ParcelForce Worldwide, all items will be shipped same-day if ordered before 12pm Mon-Fri; otherwise, items may be shipped the following working day, although we make every effort to process items same day right up until our couriers collect mid-afternoon (typically 3pm).
UK mainland ‘next-day’ delivery times are 24 hours, fully tracked; however, delivery to certain remote postcodes, or of certain large or heavy items, may take longer. Elsewhere, including Scottish Highlands & Islands, Scilly Isles and Northern Ireland, delivery typically takes 1-2 days longer, again fully tracked.
Deliveries are usually made between 7:00 am and 6.00 pm Monday to Friday, excluding public and bank holidays. All deliveries are tracked and tracking numbers, if not automatically emailed to you upon despatch of your order, are available on request; please phone 01782 412521 and we will happily supply you with yours. All online orders receive an automated email with a tracking number upon despatch.
Please note, Saturday is not considered, by our couriers, to be a standard delivery day and, therefore, if we despatch an order for you on Friday you should expect delivery on Monday, unless you have specifically chosen a Saturday delivery option. Saturday deliveries are typically made between 7:00 am and 1:00 pm. Please note, due to service restrictions on weight and size imposed by our carriers, mesh orders wider than 1.35m cannot be sent using a Saturday delivery option. If you need an alternative delivery, e.g. a pre-9am or pre-10am delivery, please phone to discuss and we will happily arrange it.
Robinson Wire Cloth Ltd. endeavours to ensure that your goods are delivered within your chosen delivery time. From our own experience 99% of parcels are delivered by these couriers on time. However, as we are unable to influence couriers once parcels have been collected from our warehouse and occasionally delays occur, we cannot guarantee delivery service times. Accordingly, we are unable to accept any claims for late delivery of orders. To avoid disappointment in the unlikely event of a delayed delivery, we strongly recommend orders are placed sufficiently in advance of the required time.
All deliveries must be signed for by the customer or by a person acting on behalf of the customer. Customers requesting parcels to be left without signing do so at their own risk; concurrently, we cannot guarantee couriers will fulfil such requests, although we will happily pass on such requests. Due to the need for an electronic signature we do not send to PO boxes.
If your item is faulty, or we have sent you something that is different to what you ordered, please contact us immediately and we will give you a full refund or replacement, including postage costs. Please note, if you wish to return an item that is not faulty and has not been sent to you incorrectly, e.g. you simply decide you don't want it, then the cost of carriage to return the item will not be reimbursed. All returns must be made within 14 days from the day you receive the goods and agreed in advance by writing to firstname.lastname@example.org.
Robinson Wire Cloth Ltd. does not collect and share personally identifiable data for users of this site. If you choose to contact us and provide us with, for example, your name and email address, we will not pass on your details to any third parties.
Significantly, our website operates using HTTPS (Hyper Text Transfer Protocol Secure). Therefore, all data sent between your browser and our website is encrypted. This means that no one else can read the information being sent between us, i.e. the privacy and integrity of exchanged data is protected.
Similarly, we do not collect and/or store any bank account and card data submitted online. All payments taken on our website are authorised through either PayPal or Stripe, both third-party payment processors. Anyone involved with the processing, transmission, or storage of card data must comply with the Payment Card Industry Data Security Standards (PCI DSS). Paypal and Stripe have been audited by an independent PCI Qualified Security Assessor (QSA) and are both certified as a PCI Level 1 Service Provider. This is the most stringent level of certification available in the payments industry. Concurrently, Robinson Wire Cloth Ltd. is PCI DSS compliant.
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