0333 880 2347

info@passivehousesystems.co.uk

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Shipping Policy

 

Tracking My Order

Can I track my order?

Yes, please contact orders@passivehousesystems.co.uk should you require an update on the status of your order. You will be sent a consignment number and be able to track online. 

 

Rates

How much does delivery cost?

Shipping is free above £200net.
Shipping cost for orders under £200net is £15net.
Minimum order amount is £97net.

 

Dispatch

What are your delivery speeds?

Orders are processed and dispatched the following working day.
Delivery should not exceed 2-5 working days.
Deliveries are made from 8am-6pm, Monday-Friday.

Can I collect my order?

Warehouse pick-up is available. Please contact 0333 880 2347 to make arrangements.

Do you offer expedited delivery?

No, however please contact 0333 880 2347 and suitable arrangements can be made.

Do you deliver to P.O Boxes?

No, we do not deliver to P.O Boxes.

 

Carriers

Which carriers do you use?

UK Mail and DHL couriers

 

General Delivery Information

Where do you do you ship to?

UK Mainland, Wales and Scotland only

Can I arrange for my own shipping provider/courier to deliver my order?

Please contact 0333 880 2347 to establish whether suitable arrangements can be made

Why can’t my product be delivered?

Check that the delivery address is typed correctly.
Try using an alternative address (like a business address versus a home address or vice versa).

What should I do if I receive a damaged package?

Please contact 0333 880 2347 and provide suitable photographic proof of the damage. Please be sure to include the day and time stamp on the photograph.

Can I return my purchase?

Returns are acceptable if the product is new, unopened and in re-sellable condition. If you are looking to return your item(s), Passive House Systems should be informed about the return details and tracking number. Goods can be returned no later than 14 days from the date of the purchase. Please Note: The returning of a product that is no longer required by the customer will be at the expense of the customer and not Passive House Systems.
What happens if I pay for my order but there is no stock of the product?
If the product is not available but was paid for, we will provide a refund within the next 10 working days.

 

My Order

Cancel or Change Order

Can I change my order?

Contact us immediately if you wish to change your order. Once the order has been dispatched changes cannot be made, however you can place a new order. Carriage fees may apply if the new order is less than £200net.

Can I cancel my order?

Contact us immediately if you wish to cancel your order. Charges may apply if the order has been dispatched, such as handling & shipping fees.

Can I update my billing address?

Yes, to update your billing address please contact us on 0333 880 2347 or orders@passivehousesystems.co.uk.

Can I change the delivery address?

Prior to dispatch we can update the delivery address. However, once the order has been dispatched we cannot change the delivery details.

Check Order Status

Where’s my order?

Please contact orders@passivehousesystems.co.uk should you require an update on the status of your order. You will be sent a consignment number and be able to track online.

My order hasn’t arrived, what can I do?

Please contact orders@passivehousesystems.co.uk should you require an update on the status of your order. We will contact the shipping company for you and check why your order has not been received.

What happens after I place my order?

You will receive an order confirmation on the email address that you registered with. Your order will then be processed and dispatched the following working day.

I only received part of my order—where is the rest?

Contact us on orders@passivehousesystems.co.uk It is possible that the courier might part deliver your order if items went on separate vans.

 

Billing & Invoices

Can you send me a bill?

Invoices are emailed to the address provided at point of order. If you did not receive an email, please contact us on 0333 880 2347 or orders@passivehousesystems.co.uk.

Can I get a copy of my order invoice?

Yes, if you need a copy of your invoice please contact us on 0333 880 2347 or orders@passivehousesystems.co.uk

How do I report an unauthorised purchase or billing error?

Contact us on 0333 880 2347 or orders@passivehousesystems.co.uk

Product Quality Problem

Contact us on 0333 880 2347 or orders@passivehousesystems.co.uk

What if I’m not happy with my purchase?

Returns are acceptable if the product is new, unopened and in re-sellable condition. If you are looking to return your item(s), Passive House Systems should be informed about the return details and tracking number. Goods can be returned no later than 14 days from the date of the purchase. Please Note: The returning of a product that is no longer required by the customer will be at the expense of the customer and not Passive House Systems.