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Help & FAQs

Frequently asked questions; if you can't find the answer to your query below, please contact us, our details can be found by clicking on the Contact Us tab below.

Q. How will my parcel be sent to the UK mainland?

A. For deliveries within the UK mainland we use Royal Mail as our preferred carrier, for overweight and over size items we may use TNT or DPD to deliver. If you choose express delivery your order will be sent by DPD or if oversized TNT.

Q. How will my parcel be sent Highlands & Islands, Channel Islands, Isle of Man and Northern Ireland?

A. For deliveries within the Highlands & Islands, Channel Islands, Isle of Man and Northern Ireland we use Royal Mail as our preferred carrier, for overweight and over size items we may use TNT or DPD to deliver. 

Q. How will my parcel be sent to Southern Ireland or France?

A. For deliveries to Southern Ireland and France we use we use Royal Mail as our preferred carrier, for overweight and over size items we may use DPD to deliver. If you choose express delivery your order will be sent by DPD or if oversized TNT.

Q. What must I do if the item I have ordered is not suitable because I have ordered the wrong product?

A. We understand that it can be confusing when buying online. Please contact us so that we can help you to select the correct product for your needs. We will accept returned goods without charge as long as they are received in the condition that they were sent in and packaged correctly.

Q. What will happen if you have sent the wrong item?

A. Sometimes mistakes do happen! In this case please contact us and reorder the item you require. This will then be sent out immediately; we do ask you to return the previous order and we will of course pay the carriage.

Q. I have not received my order, what can I do?

A. Contact us. Although rare this does occasionally happen and when it does we will do all that we can to trace the loss.

Q. The items I received are damaged, what must I do?

A. All our products are carefully packaged by an experienced team so that they reach you in mint condition, if you find that the package has been damaged in transit please contact us immediately so that we can make investigations into the cause. We will re-issue your goods at no additional charge but do ask you to return the items. We will of course cover the carriage.

Q. I was away when my order arrived and the Post Office has returned it to you. What can I do?

A. We understand that emergencies can happen and will try to be as accommodating as possible. Contact us so that we can re-issue your order if still required.

Q. I need a VAT invoice, how can I get one?

A. If you have an account with us, please click on 'MY ACCOUNT' at the top of the home page; this will take you straight to your 'Orders' screen. Click on the order number that you require the invoice for. Once you are in your 'ORDER CONTENTS' screen simply press the 'PRINT INVOICE' button on the right.

Q. How do I return Items?

A. If you need to return an item please log into your account and click on the orders tab. Locate the order you wish to return and on the right click on 'Return Items?'

You will then be taken to the returns tab; on the right hand side enter the quantity you wish to return; then on the left below the item, select the return reason and then the return action (whether you would like a replacement or a refund). If a replacement is not available, we will issue you a refund. There is a comments box to the right if you need to enter any more details.

Once you are happy that all the details have been correctly entered then click on the 'Submit Return Request' button.

You will then be sent a return request email from JCP Hardware with instructions.

If you have placed an order as a guest and you wish to return it, then please email us at sales@jcphardware.co.uk

Q. I am not satisfied with the quality of the product that I ordered, what will you do?

A. We believe passionately in all the products that we sell and do not send inferior goods. All items are carefully checked before posting and leave in perfect condition. If you are not satisfied with any item that you receive please return it within 30 days and your account will be credited upon its receipt. We are committed to the highest standard of customer care and welcome feedback from consumers both positive and negative so that we can continue to offer the best possible service to both our commercial and private customers.

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