Shipping & Returns

Despatch Times

Our warehouse and delivery partners do not operate on weekends or bank holidays. Please allow extra time for delivery around bank holidays.

Orders placed before 3 pm Monday – Friday will be despatched on the same day. Orders placed after 3 pm will be despatched on the next working day.

The working day after the goods are despatched is the first day of the delivery estimate.

For all deliveries, we strongly recommend that somebody is available at the delivery address on the delivery date.

Tracked Parcel Delivery

We understand the importance of your order, which is why we ensure all parcel deliveries are tracked and most require a signature or photograph for proof of delivery.

Once your order leaves our warehouse, we will email you with a tracking link so you know when to expect your goods.

Pallet and supplier direct deliveries cannot be tracked by the customer at this time. You can call our Customer Service team on 01283 558 313 and they will be happy to assist.

Standard Delivery

Standard Delivery costs from £5.99 and is free on orders over £85. Some exclusions apply.

Standard Delivery is typically delivered in 2-3 working days.

Orders over £85 inc VAT qualify for free standard shipping, some exclusions apply (see below)

Some orders containing big/bulky items, or items sent directly from our supplier may be subject to a surcharge. If a shipping surcharge is applicable, this will be shown once you have entered your shipping postcode in the basket or checkout.

Express Delivery (Order Before 3 pm)

Express Delivery costs as little as £8.99 and is available on most orders.

Express Delivery is typically delivered on the next working day.

The cut-off for Express Delivery is 3 pm.

For the fastest possible delivery, select Express Delivery and ensure your order is placed by 3 pm.

Express Delivery orders placed before 3 pm on a Friday will be delivered on the following Monday. Express Delivery orders placed after 3 pm on a Friday will be delivered on the following Tuesday. 

Off Shore, Northern Ireland & Scottish Highlands addresses can benefit from an Express Delivery service, typically delivering within 2-5 working days, starting at £14.99.

Collect From Store

You may collect your order from our store in Swadlincote, Derbyshire DE11 9EU by selecting Collect From Store at basket/checkout.

Please bring with you your confirmation email and proof of ID for collection. You may nominate somebody else to collect your order by prior arrangement, just contact us.

All orders must be signed for upon collection.

Typically, Collect in Store orders are ready after 30 minutes. Direct Supplier Delivery may take longer than this to be available for collection

Big & Bulky/Pallet Delivery

Some products include a Big & Bulky or Pallet delivery surcharge due to their size and weight.

This surcharge is based on postcode so will be calculated once you enter your postcode at the basket or checkout.

Big & Bulky Delivery usually takes 2 to 5 working days, depending on the delivery address.

For Pallet Delivery, we will contact you to make arrangements.

For Pallet deliveries, it is your responsibility to ensure someone is available to receive the goods at the delivery address. Failure to do so may result in a redelivery charge.

Pallets are non-returnable and must be disposed of by the customer.

Collect From Store Only

Some products can not be delivered economically so are available only to collect from store. This includes gas canisters and very long items. These items are marked with a banner on the product page. We apologise for any inconvenience.

Direct Supplier Delivery

Direct Supplier deliveries may be subject to different dispatch times than items sent from our warehouse. Please use the table below for a guide to their delivery times.

 

Some items are delivered directly to you from our supplier and may incur a delivery surcharge. These items are identified by a banner on the product page and may not be available for Express Delivery.

Some orders containing big/bulky items, or items sent directly from our supplier may be subject to a surcharge. If a shipping surcharge is applicable, this will be shown once you have entered your shipping postcode in the basket or checkout.

Re-delivery & Non-delivery

Please ensure that someone will be available at the estimated delivery dates to receive the package. Failure to do so may result in the order being returned to a delivery depot, left in a safe place, or returned to us. In this case, a redelivery fee may apply for your order.

Some couriers offer you the choice to have your consignment delivered to a local pick-up store. Some items we sell may not be eligible for this service, to avoid disappointment we strongly recommend having your order delivered to your home address and being there for the delivery if at all possible.

If your order is not delivered to you within 5 working days of receiving your dispatch confirmation email, it is your responsibility to inform TW Wholesale LTD as soon as possible. Failure to promptly notify us may affect your eligibility for a refund or replacement.

Returns & Refunds

TW Wholesale LTD's returns policy is designed to provide you with all the necessary information to return an item and to ensure a smooth process.

If you would like to initiate a return please contact us, quoting your order number.

Returning an Item to TW Wholesale LTD

You have the right to cancel your order at any time from the order being placed until 14 days after the day you receive your goods. To exercise this right, please contact us within this time period. You then have a further 14 days from the date you notify us of your cancellation to return the goods. The customer must pay for the cost of return shipping on cancellations. Please ensure that all items are securely packaged and returned in their original, resellable condition, including all accompanying tags, manuals, and accessories. Failure to do so may result in your cancellation being rejected.

If you have received an item that is damaged, faulty, not fit for purpose or doesn't match the product description, we will make the necessary arrangements for its return. This may require you to send it back to us using a suitable postal service or courier, or we may arrange for the products to be collected. In the case of damaged or faulty products, we will require photographic evidence of the product(s), packaging, and delivery label(s). Please ensure that all items are securely packaged and returned in their original, resellable condition (where applicable), including all accompanying tags, manuals, and accessories.

We reserve the right to refund only the basic delivery cost of getting the goods to you. If you have opted for enhanced services, such as Express Delivery, we will only refund the cost of Standard Delivery.

If no fault or damage is found, we reserve the right to charge for the collection and re-delivery of the item or deduct the costs from your refund.

Please note that by returning an item to us, you take full responsibility for its condition during transit. If the item is returned in unsecure packaging or in a damaged state, we may deduct from your refund. To confirm your intent to return an item, please contact us, quoting your order number to expedite the process.

Please be aware that certain items are excluded from our returns policy, including special order items and personalized products.

Refund of Delivery Charges

If you wish to return a product to TW Wholesale LTD, you are responsible for the cost of carriage unless the product is faulty or damaged. Any item supplied by TW Wholesale LTD that is incorrect, faulty, or has been received broken or damaged must be reported to us within 2 days of delivery.

We reserve the right to refund only the basic delivery cost of getting the goods to you. If you have opted for enhanced services, such as Express Delivery, we will only refund the cost of Standard Delivery.

When returning a faulty product to TW Wholesale LTD, please ensure that you include all packaging, manuals, accessories, etc. In your return, include the original proof of postage to facilitate the reimbursement of acceptable costs. Failure to provide an original receipt clearly illustrating the item(s) being returned and the service provider's fees may prevent the refund of return costs. Please note that only acceptable refund costs will be issued. You will be responsible for any loss, delay, or damages that may occur during the returns process.

Receiving Your Refund from TW Wholesale LTD

TW Wholesale LTD will refund your money using the same method of payment you used for your purchase. If you bought a product at a special offer price or received any incentive item(s) with your purchase, your refund will be based on the promotional price, and any promotional items must be returned to ensure a complete refund. Otherwise, a partial refund may apply. Please allow up to 7 working days for the refund to be processed and reflected in your account.