Coronavirus Delivery Information

We are still delivering online orders

We are currently unable to offer our normal next working day service. Though we will still endeavour to dispatch orders as quickly as possible, due to unprecedented demand orders will be delivered in 3-5 working days. Our standard courier is allowing a no contact customer delivery. Deliveries of large/heavy items may be delivered by an alternative courier that does not operate this service.

Delivery Information

Standard Delivery

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

FREE for orders £39.99 and over

£4.99 for orders £39.98 and under

£5 additional charge for orders being delivered to North Scotland, Scottish Highlands, Northern Ireland & Island delivery zones.

Our standard delivery service is to Mainland England, Wales and Southern Scotland. A £5.00 delivery surcharge will be applied for certain postcodes in Scotland, Scottish Highlands, Northern Ireland and to island areas and deliveries may take longer to these locations. Please check our section below to see if your delivery address is counted as one of these areas. Please note: We can only ship our larger items to Mainland UK.

All delivery charges will be displayed at the time of making your purchase. Please note some select products are excluded from our Standard Delivery option.

Local Delivery

£25 - £30 on items purchased on our website labelled as "Local Delivery" . Orders containing one or more of these items do not qualify for Standard Delivery (and are not eligible for free delivery over £39.99). This pricing does not apply to delivery of products purchased in store.

All prices & free delivery services displayed on this website are for online orders only, delivery prices for in-store purchases may be higher or home delivery may be unavailable. 

3-5 Working Days

Our current Standard Delivery service is 3-5 working days, Monday - Friday (Excluding Bank Holidays & Public Holidays) for all orders received before 11am. Orders received after 11am may still be processed that day and delivered within 3-5 working days but in most instances will not be processed until the next working day and then delivered 3-5 working days from then.

PLEASE NOTE: Orders placed after 11am on Fridays, and on weekends will not be processed until the Monday and then delivered 3-5 working days from Monday. Please ensure you are happy with this prior to ordering.

We consider our Standard Delivery to be an aim and in some cases it is, unfortunately, not achievable so therefore is not a guaranteed service. If, for any reason, our courier is unable to deliver they will leave a card and attempt again the next working day afterwards.

Please note that delivery dates given are an estimate - We will to the best of our ability, and to the ability of our Courier Service, deliver to the expected given date on your order confirmation. However, due to circumstances beyond our control, we cannot guarantee delivery on a given date. Please contact us should you require any further details.

Exceptions

Some larger items may not be eligible for Standard Delivery - This includes examples such as Pools, Furniture, and large garden products and all "local delivery" items. Deliveries to Scottish Highlands, Northern Ireland and island areas may take longer to deliver to, and may incur extra charges which will be displayed to you prior to payment. Please check our section below to see if your delivery address is counted as one of these areas. Our Carriers will not be able to deliver on Saturdays or Sundays for any orders.

Some Items on our website will be marked as "Local Delivery only". These items cannot be delivered by our normal courier due to their contents. We deliver these items ourselves to the area local to Roys of Wroxham and Bowthorpe only, on a selected postcode basis. Please check your delivery address corresponds with one of the postcodes we can deliver to before placing your order. Local delivery is charged at £3 and orders containing one or more Local Delivery item do not qualify for free delivery.

The postcodes these items can currently be delivered to are; NR5 0, NR5 8, NR5 9, NR10 5, NR12 7, NR12 8, NR13 6 and NR29 5.

The following postcodes will incur a £5.00 delivery surcharge due to location & our couriers' network:

IV
HS
KW
PA
PH
TR
ZE
AB
DD

This includes selected Scotland, Highlands, and all non mainland postcodes.

Isle of Wight / Northern Ireland / All 'BT' Postcodes Isle of Man / All 'IM' Postcodes Channel Islands / All 'GY' & 'JE' Postcodes

Delivery to these locations may take additional time and may be sent using an alternate courier and, as such, may not be consistent with our standard 2-4 working days delivery service. 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 any time to reflect changes in our carriers delivery rates. Please ensure you check back regularly to ensure you are aware of any changes prior to placing your order.

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

For all orders placed, we try to ensure that your order is well secured, packed to avoid damage during transit, and delivered in a timely manner. We use a local Company to supply our packaging materials, this helps us to support our local economy, reduce the negative effects on the environment from long delivery routes, and to maintain quality standards in the products we use. Our supplier follows all necessary regulations, and continually aims to reduce their environmental impact, using managed sources of paper products, and using recycled materials where possible.

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 comment, 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 ultimately 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 - https://track.dhlparcel.co.uk/?nav=1 . 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 are also unable to 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 offer international delivery. 

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

During adverse weather conditions your order may arrive later than originally planned, we cannot control this but we will do all that we can to ensure your parcel is delivered as soon as possible. Please contact us for more information.

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 to be unavailable, or undeliverable, you will be contacted as soon as possible to arrange an alternate product or a full refund.

Please note that our office and packing facility does 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 is not open during these times, but will endeavour to process all orders as soon as possible upon our return. Please contact us should you have any queries regarding your order and we will be happy to help.

Before Contacting Us About Your Order

We are currently unable to offer our normal next working day service. Though we will still endeavour to dispatch orders as quickly as possible, due to unprecedented demand orders will be delivered in 3-5 working days

For queries about orders placed online please do not call the store as our in-store team is unable to help regarding online orders.
All enquiries regarding online orders must be emailed to us and we will aim to respond to all enquiries within 2 working days.

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:

  • Email us at enquiries@roys.co.uk with a direct message.
  • Telephone is unfortunately currently unavailable due to a technical issue.
  • use our contact form to send us a message without leaving the website.

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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