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Delivery Policy

Your delivery experience is important to us, which is why we use a selection of reputable couriers that offer a multitude of services for a convenient delivery.

GENERAL

Please note that all orders are dispatched from the warehouse Monday to Friday, excluding bank holidays. Orders are not dispatched from the warehouse on a Saturday or Sunday.

All deliveries are made Monday to Friday between 08:00 to 18:00, this excludes Bank Holidays, weekends and where a next day or a timed option has been selected. However, there are instances where a delivery may arrive before 08:00 or after 18:00, or even on at the weekend, depending on the schedule of the delivery driver or depot volumes.

All deliveries are made to an address, not named individuals. Meaning, anyone at the address can accept the delivery. For buildings with multiple occupancy the complete address must contain either the business name and department details or flat/apartment number and building name, along with a telephone number to allow the delivery to be completed. If an incorrect/incomplete address or contact details are supplied, we cannot be held liable for any delay caused and any applicable charges for updating the delivery or reshipping fees shall be charged to the customer.

At the time of delivery depending on the carrier either a receiving signature maybe required, or a delivery photograph will be taken at the address, as confirmation the delivery has been completed successfully.

DELIVERY OPTIONS

Timed delivery options are available on orders placed before 14:00 Monday to Thursday. Orders placed on Friday before the 14:00 deadline will be delivered on Monday (excluding bank holidays). Anything received after the Friday deadline will be delivered on Tuesday.

Timed deliveries are only available to certain areas within the UK and can only also be made if all the items ordered are in stock and the address/contact details provided are correct.

Unfortunately, next day and timed services are not available for Ireland, Scottish Highlands and Islands and the Channel Islands.

Internationally, we also offer a range of standard and express delivery options.

DELIVERY NOTIFICATIONS

Once your order has been dispatched you will receive shipping notifications from the courier either by email and/or SMS, to keep you informed about your upcoming delivery and allow you to manage it accordingly.

It is important to provide a correct and valid email address as well as mobile number, so that the notifications can be sent and received successfully.

Should you not receive your order within 3 working days of it being shipped, then please contact us via the contact form or by email help@diyaonle.com.

‘IN FLIGHT’ DELIVERY LOCATIONS

The courier notifications may/will include options as outlined below:

  • Deliver to Neighbour
  • Leave in Safe Place
  • Change Delivery Date
  • Collect from Shop
  • Upgrade Delivery

Selecting one of these options can change the scheduled delivery day and also come with an additional cost that the customer will need to cover.

When selecting ‘Deliver to Neighbour’, it is the customer's responsibility to ensure that the designated neighbour is willing and able to accept parcels on their behalf.

When selecting the ‘Safe Place’ delivery option the customer assumes full responsibility and inherent risk for any potential loss, theft or damage caused to the parcel. As stated in the carrier’s terms and conditions which you must accept at the time of requesting either via the email or SMS notification or via their app. As well as ensuring the safe place location is secure and suitable to receive parcels of varying sizes.

FAILED DELIVERIES

When no one is available to accept the delivery, the carrier will try to deliver to a neighbour, pick up location, safe place location or return it to the depot. A calling card may be left to informing the recipient of the attempted delivery and where the parcel can be collected from. In lieu of a calling card, you should receive a notification on email or SMS advising you of the same.

If the parcel is returned to the depot, the carrier will attempt to redeliver on the following weekday. If the second attempt is unsuccessful then the above options will be tried again before returning it back to us.

You will be able to track your missed delivery by logging onto the relevant carrier’s website depending on the service which was selected and entering in your tracking reference number which would have been provided to you on the dispatch notification email/SMS or card left by the courier. If your parcel is returned to us following a failed delivery or collection from a pickup location, there will be additional postage charges applied for re-delivery.

During busy periods deliveries may take longer. If you have not received your order and more than 3 working days have passed since ordering, please contact our Customer Services Team by email at help@diyaonline.com.

LOST/DAMAGED PARCELS

In the unfortunate event that the parcel is damaged at the time of delivery, please contact us for further information.

In the first instance we would advise customers to not accept (refuse) the delivery of the parcel and have the driver mark it for return. Should the delivery be accepted, the customer will be required to take pictures of the parcel as has been received, as well as keep all packaging for inspection as part of the carrier’s investigation/claims process.

Should it be necessary to raise an investigation/claim. Please note that it can take our delivery partners up to 28 days to complete this process (sometimes longer). As part of the process any requests for information from the carrier need to be completed and returned within the given timelines, to avoid the case being closed with no recourse. A refund shall only be issued upon successful completion of this process, dependant on their findings.

DUTY & VAT

All deliveries to the destinations outside the UK are subject to import duties and taxes, which are levied by the importing country at the time of delivery arrival in your country. All applicable duties, fees and any additional charges for customs clearance are the responsibility of the customer.

The price displayed for goods/services remains the same for all customers regardless of the country of delivery. For deliveries to the EU, this price includes VAT (or VAT equivalent) at the current rate. Although this price is the same for deliveries outside the EU, where VAT (or VAT equivalent) may not be applicable, customers are not entitled to any discount or refund to account for the differences in tax treatment and will pay the same price for the item as a customer placing an order for delivery to the EU (including the Channel Islands and Canary Islands). Other components of the total price at the checkout, including delivery charge, will vary for each customer.

EU/INTERNATIONAL

In case, the customer refuses to accept the delivery for one of the following reasons, but not limited to these: customs, taxes and/or duties, the shipping costs will not be refunded. Moreover, the customer will also be charged for the return cost of the parcel, as per the costing provided by the carrier, which may or may not be the same as the outbound shipping cost. This amount will be deducted from the order value.

SHIPPING OFFERS

Periodically shipping promotions may be on available on the website, with varying minimum spend values. These offers are only applicable for mainland UK customers. Northern Ireland, Scottish Highlands, Isle of Scilly, Isle of Man and all EU and Non-EU Countries are excluded from this in their entirety.

You can always contact us for any delivery related questions at help@diyaonline.com.

Please see our Terms and Conditions for further applicable information.