Frequently Asked Questions
If you can't find the answer to your query below, please don't hesitate to contact us.
Q. Where do you deliver?
A. We deliver to the UK. Please note that we currently do not deliver to the Channel Islands or Southern Ireland.
Q. How will my parcel be sent to the UK mainland?
A. We use Royal Mail as our preferred carrier for deliveries within the UK mainland. For heavier or oversized items, we may use TNT or DPD. If you choose Next Day Delivery, your order will be sent via DPD or TNT if oversized.
Q. What must I do if I ordered the wrong product?
A. We understand that mistakes can happen when shopping online. Please contact us, and we'll help you select the correct product. We accept returns as long as the item is in the same condition and packaging as received.
Q. What if I received the wrong item?
A. In case we've sent the wrong item, please contact us immediately. We’ll send out the correct item right away and arrange for the return of the incorrect one at no extra cost.
Q. I haven’t received my order. What should I do?
A. Please contact us if your order hasn’t arrived. We will trace it and make sure it’s either found or replaced.
Q. What should I do if the item I received is damaged?
A. If your item was damaged during transit, please contact us as soon as possible. We’ll investigate the cause and send a replacement, covering all return shipping costs.
Q. I missed my delivery, and my order was returned. What can I do?
A. Contact us, and we’ll arrange to resend your order if still needed.
Q. How can I get a VAT invoice?
A. If you have an account with us, log in and go to 'My Account'. You can find and print your VAT invoice from your 'Orders' screen. If you ordered as a guest, email us at sales@jcphardware.co.uk for assistance.
Q. How do I return items?
A. If you need to return an item, log into your account, go to 'Orders', and click 'Return Items'. Follow the prompts to complete your return request. If you placed an order as a guest, please email us at sales@jcphardware.co.uk for further instructions.
Q. I’m not satisfied with the quality of the product. What should I do?
A. We’re committed to quality. If you’re not satisfied, please return the product within 30 days for a full refund. We strive for the highest standard of service and value your feedback to improve our offerings.