Deliveries & Returns Policy
The below provides an overview of our shipping, delivery and returns processes. Please contact our customer service team if you have any questions.
Shipping
The delivery date provided is the date your order leaves the depot. The majority of postcodes can be delivered to on the same day, however some areas receive delivery on the next working day.
Deliveries are Monday to Friday only, from 8am – 6pm. If you have a specific requirement, please contact the office on 01543 212008 and speak with our customer services team prior to order and we will try to accommodate your requirements.
We require a contact number and email address for your delivery and will notify you the day of your delivery in advance. Although every effort is made to ensure your items arrive the day given, we accept that this may not always happen. Occasionally the delivery service may experience limited driving hours, driver shortages and other unexpected delays resulting in your delivery failing to arrive. We will update you as much as we can but we do rely on information from third party couriers.
If your order is delayed or fails to arrive, please contact our customer service team and we will attempt to find a solution as soon as possible.
Handrail deliveries
Handrail deliveries are on an all-day service between 8am – 7pm. The courier used for these items does not provide an ETA and can usually take 2-3 days to deliver, depending on time of year.
Delivery
Access
Glass, posts and component deliveries arrive on a 7+ tonne truck. Hazards and obstructions (e.g. steps or uneven surfaces) may result in the delivery being made to an alternative location nearest the delivery vehicle.
If your property has restricted access, please tell us when ordering. As well as narrow access, consider bridges, parked cars, weight restrictions, trees with low branches and any other obstructions that would prevent access for the delivery. If the delivery cannot be completed, this will incur additional charges.
Kerbside delivery
All deliveries are kerbside. The driver will pull up kerbside and hand the items from the back of the vehicle. It is your responsibility to carry them onto your property. Our glass products are heavy so for all glass deliveries we recommend 2 people are present to assist with the lifting. A tail lift may be available on pallet deliveries.
Please note: the delivery driver cannot normally assist with the handling from the kerbside to your property.
Assisted deliveries
Our couriers do not offer an assisted delivery service as standard. Should you require assistance our team will be happy to offer an alternative
premium service upon request at a minimum additional charge of £175 plus VAT. This service also allows for all goods to be on one vehicle.
Third party carriers
All deliveries are handled by third party carriers so Pink Sand Group loses control of what takes place and any issues that may arise are not a reflection of Pink Sand Group. Although every effort is made to ensure your items arrive the same day, occasionally the couriers may not load your item, misroute, damage or lose your item resulting in a delay of the delivery. Once we have been made aware by the courier we will advise.
Damages will be replaced at the earliest opportunity. If the item is lost, re-routed, or not loaded we will carry out an investigation and provide a new delivery date. Please be aware that this can take several days.
Additional charges
We reserve the right to apply a flat rate delivery charge of £175 plus VAT for any re-delivery where the customer is not present to sign for the goods on the arranged day.
If you fail to advise us of obstructions or restricted access and the delivery cannot be made, you will be charged an additional £175 plus VAT for a redelivery. If redelivery is not possible because of your location, your items will be returned to Pink Sand Group and a re-stocking charge of 20% will apply. We will deduct the original £175 delivery charge plus an additional £150 for the return on the goods from the refund.
Instructing fitters
Please do not instruct fitters for the day of delivery or before all items are checked and received. We will not be liable for any costs incurred because of, and not limited to failed delivery, missing or damaged items.
Reporting damages
Upon delivery, please check your glass carefully following the guidelines. Any damages upon delivery must be reported on the drivers’ paperwork and photos taken. You should tell us with 24 hours of any damage or breakages to glass products. Failure to do any of this means replacements will be chargeable alongside an additional delivery charge.
Returns and incorrect or missing items
All returns must be in writing to customerservices@pinksandgroup.co.uk explaining the reason for return along with supporting photos. You must notify us within 72 hours of delivery of any items you wish to return, or if items are missing or incorrect. If you have opened and installed the items, they are no longer returnable.
If you wish to return an order in part or full, you the customer are responsible for arranging and paying to return the items. Any items damaged in transit will be deducted from the refund including the re-stocking charge. We recommend you take photographs of the items with the carrier present at time of despatch. This may allow you to claim for damages from the carrier if damaged or broken on its return to us.
Once returned, if items appear to have been installed or damaged, no refund will be given. You will have 7 working days to collect or arrange transport, then we will dispose of the items. If items have been altered or made bespoke, they are not returnable.