Delivery

For product delivery times please look beneath the description on the product page. Here you will find a lead time for that product.

A large majority of our products are stock items and we do our best to despatch orders within two working days of receipt. If you have a specific delivery date you need to meet or have any questions regarding stock or delivery times please do not hesitate to contact us on 01889 577347 or email sales@stopem.co.uk .

Free standard 2-3 working day delivery for all orders to UK Mainland destinations*. For excluded postcodes (please see table below) a fixed rate will be applied at checkout. For any Northern Ireland, Southern Ireland and off shore destinations please contact our sales team on 01889 577347 where we will be happy to advise.

Most items are delivered between 3 and 5 working days, unless otherwise specified. Products that are made bespoke to customer specification and bulk orders may take longer, for more information call our sales team on 01889 577347. Deliveries can be made any time between 08:00 and 18:00 on the date of delivery. 

Next day delivery is available on certain products , please see individual product details for more information. This is available to select at check out at extra cost, Your goods will be shipped in 2-3 working days and sent with our courier on a next day delivery. If you require delivery the day after order placement please see below for our Express Priority Service. 

This service guarantees same day despatch and a next day delivery on your order, this is not available on all our products, so please call to confirm before placing your order. Express Priority Service will incur an extra charge and must be placed by 3pm the day before delivery is required. Deliveries can be made any time between 08:00 and 18:00 on the date of delivery. 

*EXCLUDED POSTCODES

PREPARING FOR DELIVERY

We use multiple couriers to deliver our products. Please be aware that the type of vehicle may vary depending on the type of goods being delivered. It is your responsibility to ensure access is available to the courier and you must notify us in writing, via email of any access issues or delivery requirements prior to delivery.  It is also your responsibility to ensure the correct contact details have been supplied to us for the person(s) receiving the delivery.

We will notify you via email once your order has been shipped. Providing you have supplied us with sufficient contact details, our chosen courier will contact you with delivery updates either by mobile SMS message or email. Delivery will be made between the hours of 8:00 and 18:00. Please note that we can request the selected courier to call prior to delivery however, this isn’t guaranteed. It is your responsibility to notify us if you will be unable to accept the delivery. Please be aware we reserve the right to charge a re-delivery charge.

On delivery our courier will unload the goods from the vehicle and take them to the nearest /most appropriate point of access, which for residential addresses is usually kerbside of the premises, but may conversely be on the driveway of a residential property providing there is sufficient clearway and space. For business addresses, it is more usual for our couriers to take goods to the door/reception/warehouse, dependent upon which is appropriate.

Please be aware due to the size variants of our products, deliveries containing a combination of parcels , long lengths and/or pallets, may be delivered on separate vehicles up to 24 hours apart.  

 ON DELIVERY

All goods must be inspected before signing for, as signature confirms the goods were received in perfect condition. Stopem, will not be held responsible for ANY damages once the goods have been accepted in good condition.

In instances where the goods cannot be inspected, the packaging must be checked for any signs of damage. If there are ANY signs* of damage to the outer packaging the delivery MUST be signed for as DAMAGED (even, if this may not be the case).    

*Signs of damage include but not limited to, scuffs, tears, dents, open parcels or clear visual of the product through the packaging.

In instances where the goods cannot be inspected or the packaging cannot be checked due to COVID-19 restrictions, the delivery MUST be signed for as damaged (even, if this may not be the case).

We reserve the right to charge a re-delivery charge, this will be for any of the following reasons;

-          Delivery is refused

-          Incorrect delivery address is provided

-          Premises are closed / no one available to take delivery

DAMAGED GOODS

Before contacting us regarding your delivery, please read the below. Please note, that if any of these questions are answered “no” we will be unable to offer replacements FOC.

If all of the criteria above are answered yes, here is what to do next:-

-          Within 3 working days of receiving the delivery, please email all the required photos over to Customerservice@Stopem.co.uk , stating your original purchase order number, along with a brief message outlining the issues you have experienced with your delivery.

-          Do not install or use the product

-          Keep all original packaging as our couriers may need to collect the goods for inspection

-          It is imperative you keep the goods safe and away from further damage as they remain your responsibility until our couriers collect them (if necessary)

How will Stopem resolve damaged deliveries?

Once the photos have been received by the STOPEM Team, we will contact our couriers to confirm the delivered status of the goods as “damaged”. We will then proceed to put in a claim with our couriers.

Once the claim is being processed one of our team will be in touch to discuss the next step. This will include whether your damage requires replacement parts or full exchange.  

What to expect if just a replacement part is required

If your damage consists of a part that is damaged and replacing this will put the goods back to a usable condition, we will contact you to confirm this part and the best delivery address to send the part(s) too.

It is important that the damaged parts are kept safe as our couriers may want to collect them for inspection.

We will endeavor to replace the required parts with the upmost priority however, please allow up to 5 working days for delivery. 

What to expect if the order needs replacing

If your order is unusable our team will contact you to organise for replacements to be dispatched. Once we have confirmed that your order will be replaced, we may ask you to send a zero price order to confirm the product requirements and delivery details.

You must not dispose of any damaged items once we have confirmed replacements will be sent. Our couriers will need to collect the items for inspection for claim purposes. One of our team will contact you to arrange a suitable day (between 08:00 and 16:00hrs) for the damaged goods to be collected by our couriers. Once agreed, if for any reason our couriers are not able to complete the collection you will be liable for the cost of the failed attempt and rearranging the new collection.

If we are unable to process the claim due to the goods not being available for our couriers, you will be liable for the cost of the replacement goods delivered to you.

We will endeavor to replace your damaged order with the upmost priority however, please allow up to 5 working days for delivery. 

RETURNS

Any products returned to Stopem must be completely packaged, where appropriate we ask that the original packaging is used. Products must also be returned unused, as new, in an undamaged condition.The products will remain at your risk until they are physically returned to us by collection or delivery, so please make sure that the items are sufficiently packaged to prevent damage occurring during their return. All items will be checked upon return before the relevant action is taken

Please contact us via Customerservice@stopem.co.uk if you wish to return an item as prior permission is required along with a returns form. Any goods returned without the returns form, or prior warning, will not be accepted by our warehouse.

Any returns must be arranged by you, unless otherwise agreed. Following return and inspection, your refund will be processed. Please note, if on inspection goods are not deemed suitable for resale no refund will be given. Business refunds are subject to a 25% restocking fee, unless on the unlikely event that goods have been received faulty (verified and confirmed by us before return) .

Some of our products are excluded from our standard returns policy, if they are special order or made bespoke. Please contact us on 01889 577347 if you would like more information, or to check whether you can return an item before ordering.