Delivery Information

Standard Delivery & Large / Heavy Item Delivery

The following delivery rates are for standard items purchased on our website. Non-standard items such as "local delivery" products are charged at a different rate and these prices do not apply to the delivery of products purchased in-store.

FREE for orders £39.99 and over

£4.99 for orders £39.98 and under

£7.50 - £12.50 additional charge for orders being delivered to North Scotland, Scottish Highlands & Island delivery zones, please see the below section for more details.

All delivery charges will be displayed at the time of purchase. Please note some products such as those labelled "Local Delivery", "Collect In Store Only" or "In Store Only" are excluded from our standard delivery option.

Local Delivery

In Store Purchases

The prices listed above do not apply to items purchased in store and items purchased in store are not free if £39.99 or over. Availability of, and prices for delivery of in-store purchases will vary depending on the items purchased and store purchased from. Please ask in-store for more information.

Standard Delivery

Our Standard Delivery service is normally delivered in up to 3 working days, Monday - Friday (Excluding Bank Holidays & Public Holidays) for all orders received before 1pm.

Please note Orders placed after 1 pm on Fridays, and on weekends will not be processed until the next working day and then delivered 3 working days from then.

This delivery time frame is provided as a guide and the vast majority of orders are delivered within this, however, sometimes it is unfortunately not achievable. Occasionally stock is unavailable in one of our packing locations, requiring stock to be transferred from one of our stores, which takes additional time; for orders with multiple items or large quantities, we may need to transfer stock from multiple stores. If, for any reason, our courier cannot deliver on their first attempt they will leave a card and try again on the next working day.

Exceptions

The timing of delivery will differ from the 3 working days standard delivery for:

  • Large/heavy items such as pools, furniture and large garden products, please see the section below to find more information
  • Local delivery items, please see the section below to find more information
  • Deliveries to Scottish Highlands and island areas, please see the section below for more information.

Some items on our website will be marked as a "Large / Heavy Item". We deliver these items with a different delivery service due to their size and/or weight and this service can sometimes take slightly longer than our standard delivery service, they should arrive in 2-3 working days, however as this is a specialist delivery it can, in some cases, take longer.

This is a curb-side delivery service and customers must be available at the delivery address on the day of the delivery to receive their item(s) and take them onto their property. Please take this into consideration and plan ahead where you will move the item to & how. For very heavy items we recommend having two people to receive the delivery.

Deliveries on this service are normally made between 9am and 5pm on the day of delivery.

This delivery service is not available to some areas of the UK, such as but not limited to the Scottish Highlands, Scottish Islands, Isle of Wight, Isle of Man, Channel Islands & the Islands of Scilly. The full list of postcodes we cannot deliver these items to are;

BT
HS
IV 1-4, 6-28, 32-88
KA 27,28,30
KW
PA 20,36-78
PH 19-50
ZE
IM
PO 30-41
GY
JE
TR 21-25

In addition to the above postcodes other areas of Scotland and Islands that we can deliver to have an additional £5 charge. Full details on these areas is in the section below.

Some areas of the UK due to their location are charged an additional surcharge on top of the normal delivery fee (including orders that would normally qualify for free standard delivery). This is due to additional charges we incur from couriers to deliver to those areas and includes areas such as but not limited to North Scotland, the Scottish Highlands, Scottish Islands, Isle of Wight, Isle of Man, Channel Island and the Scilly Islands.

Isle of Wight & Scilly Islands
The following postcodes will incur a £7.50 delivery surcharge:

PO 30-41
TR21-25

North Scotland & Highlands
The following postcodes will incur a £10.00 delivery surcharge:

AB31 - AB38
AB41 - AB99
IV1 - IV40
IV52, IV53, IV54 & IV63
KW1 - KW14
PA21 - PA38
PH4 - PH41
PH42, PH43 & PH44

Isle of Man, Scottish Isles & Channel Islands
The following postcodes will incur a £12.50 delivery surcharge:

IM
GY
JE
HS
IV41 - IV49
KA27 & 28
KW15, KW16 & KW17
PA20
PA41 - PA49
PA60 - PA78
PH42, PH43 & PH44
ZE

Delivery to these locations will take additional time. Any additional surcharges will be displayed for approval at checkout. In rare circumstances we may be unable to fulfil some orders based on the delivery location and/or the size & weight of the item, if this is the case we will notify you as soon as possible and refund your order.

We reserve the right to amend these selected postcodes at our discretion.

Please contact us if you would like postcode clarification on your delivery rate before placing your order.

What can I have delivered to my chosen store?

Our Click & Collect option is available on all items and orders placed via Roys.co.uk, excluding items marked "local delivery only".

Delivery to your chosen store by Click and Collect is FREE.

 

Which stores can I collect my order from?

You can collect you order from any of the following stores.

Roys of Wroxham Department Store

Roys Food Hall, Wroxham

Roys DIY Centre, Wroxham

Roys Garden Centre, Wroxham

Roys Toys, Wroxham

Roys of North Walsham

Roys of Thetford

Roys of Bowthorpe

Roys of Sudbury

Roys of Magdalen Street

Roys of Dereham

Roys of Beccles

Highway Garden & Leisure

How long will it take before I can collect my order?

It can take up to 5 days for your item to be delivered to your chosen store however if the item is available in your chosen store you will be able to collect on the day purchased (purchase must be made by 2pm).

How will I know when I can collect my order?

You will be sent an email letting you know when your item/s are available to collect. You will need this email as proof of purchase when collecting. Please bring this on a mobile device or printed out.

Where do I collect my Item?

Your item/s will be available to collect from the customer service desk in your chosen store, this will have a sign above it saying “Customer Collections”.

Can someone else collect on my behalf?

Someone else may collect on your behalf however they will need to bring your Ready to Collect email on a mobile device or printed out AND a valid form of ID (Driving license, passport, debit, credit card) of the person collecting.

Age Restricted Items

If your order includes items such as knives or solvents you will be expected to show proof of age on collection. If anyone is collecting on your behalf they also must bring proof of ID. We operate under the Challenge 25 policy.

ID that we accept are a passport, an EU photo-card driving licence, A Photographic Identity card bearing the national Proof of Age Standard Scheme (PASS hologram), A national identity card issued by a European Union member state (that carry hologram and UV marks)

If you are unable to provide proof of age then we will refuse to give you the order and you will be refunded.

How long do I have to collect my order?

You have 7 days on receipt of your ready to collect email to collect your order. If you do not collect within this 7 days then your order will be cancelled and refunded.

What if I do not want my order anymore?

If you change your mind about wanting your order prior to collecting you will need to call the store you have chosen to collect from with your order number and they will be able to cancel this and process a refund. If you change your mind at the point of collection our till operators will be able to offer you a refund for your unwanted items. To find a store contact number please see our Store Locator.

For all orders placed, we try to ensure that your order is well secured, packed to avoid damage during transit, and delivered on time.

Our trained packing staff, Customer Service team, and Delivery Agent all work in unison, to deliver your parcel to the best of our ability. Should you have any comments, queries or even complaints regarding the packaging or delivery of your parcel, please do not hesitate to contact us, as all feedback helps to improve our standards to give you, our Customer, a better service.
Please see our Contact Us page.

Should you have specific instructions, or would like your parcel to be left with our Carriers 'Safe Place' or 'Delivery to a neighbour' service, this must be amended online, at our carriers tracking site DHL Tracking. Please follow the instructions by entering your tracking number provided, and follow the instructions onscreen.

For any parcels which are left safe, or with a neighbour, and not arranged by us, please ensure any location given is secure, as we will be unable to take responsibility for parcel lost, damaged, or stolen, whilst on your property / left with your designated neighbour. We cannot arrange these services on your behalf, and must be arranged on the DHL website, or by calling the DHL customer services team.

We cannot guarantee that these instructions will be followed, but should the delivery not be left, your driver will leave a card advising how to rearrange your delivery.

Unfortunately at this time we are unable to deliver to Northern Ireland, British overseas territories or internationally.

Please see our Returns and Refunds page for details on our latest Returns policy. We reserve the right to amend our Returns policy in line with updated regulations, or changes to our Internal Policy at any time without notice - Please ensure you are happy with this before purchase.

While we endeavour to keep our stock levels accurate on our website, there are occasions when items have been sold/removed and have not been removed from sale online. If an order is placed and we find the product is unavailable or undeliverable, you will be refunded for that item. We do not offer substitutions for out-of-stock items.

Please note that our office and packing facility do not operate on weekends and bank holidays, therefore orders will only be processed on weekdays.

During Public Holidays and Bank Holidays there may be a small delay in the processing and delivery of your order. Our Office and packing facility are not open during these times, but we endeavour to process all orders as soon as possible upon our return. If you have any queries regarding your order, contact us, and we will be happy to help.

Contact

For all queries, if you would like to speak to a member of our Online Customer Service team, there are several methods of getting in contact:

Please note that our offices are only manned during normal office hours (Monday to Friday, 9.00am to 5.00pm). All queries made outside of this time with be answered as soon as possible on the next working day.

Thank you for placing your order with Roys (Wroxham) Ltd, we value your custom.

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