Frequently Asked Questions
At JCP Hardware, we're committed to making your shopping experience as smooth as possible. Find answers to common questions below, or contact us if you need further assistance.
Delivery Information
Where do you deliver?
We currently deliver throughout the UK mainland. Unfortunately, we are unable to deliver to the Channel Islands or Southern Ireland at this time.
How are parcels shipped?
- Standard Deliveries: We primarily use Royal Mail for standard UK mainland deliveries
- Heavier/Oversized Items: TNT or DPD may be used for larger shipments
- Next Day Delivery: Orders with expedited shipping are sent via DPD or TNT (for oversized items)
What if I missed my delivery?
If your parcel was returned to us because of a missed delivery, please contact our customer service team. We'll be happy to arrange redelivery of your order if still required.
Order Issues
I haven't received my order - what should I do?
If your order hasn't arrived within the expected timeframe, please contact us immediately. We'll trace your package and either:
- Provide tracking information if it's still in transit
- Arrange for a replacement if the package is lost
- Process a refund if preferred
What if I received the wrong item?
If you've received an incorrect product:
- Contact our customer service team right away
- We'll dispatch the correct item promptly
- We'll arrange collection of the incorrect item at no cost to you
What if my item arrived damaged?
For items damaged during transit:
- Take photos of the damaged packaging and product if possible
- Contact us within 30 days of delivery
- We'll investigate and send a replacement
- All return shipping costs will be covered by us
Returns & Refunds
How do I return items?
For account holders:
- Log in to your account
- Navigate to the 'Orders' section
- Click 'Return Items' next to the relevant order
- Follow the on-screen instructions to complete your return request
For guest orders: Please email us at sales@jcphardware.co.uk with your order details for return instructions.
What if I ordered the wrong product?
We understand that mistakes happen:
- Contact us to discuss the situation
- We'll help you identify the correct product
- You can return the incorrect item (in original condition with packaging)
- Standard return policies apply
What if I'm not satisfied with product quality?
Your satisfaction is our priority:
- Return the product within 30 days in its original condition
- We'll process a full refund of the purchase price
- Your feedback helps us improve our product offerings
Invoices & Documentation
How can I get a VAT invoice?
For account holders:
- Log in to your account
- Go to 'My Account' and select 'Orders'
- Locate the relevant order
- View and print your VAT invoice
For guest orders: Email us at sales@jcphardware.co.uk with your order number to request a VAT invoice.
Special Orders
Do you offer custom-made products?
Yes, we offer custom-made products including ABS cylinders. Please note that custom items:
- Are made specifically to your requirements
- Can only be returned if faulty, damaged in transit, or incorrectly manufactured
- Cannot be returned due to incorrect measurements, key codes, or color choices supplied by you
Additional Help
Can't find the answer you need? Our customer service team is ready to assist you:
- Email: sales@jcphardware.co.uk
- Phone: 01209 200564
- Hours: Monday to Friday, 8:30am - 3:30pm