Delivery & Returns

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Delivery Information:

The majority of our stock is available for next working day delivery.
Orders over £75 include free delivery. Orders under this amount are charged £4.50 inc vat for delivery.
Surcharges apply to certain postcodes for orders under and over £75. This is based on the additional charges that we incur from the couriers we use. When an item is ordered any delivery costs incurred will be automatically added to the order based on its value, weight, size and delivery location.

It will be specified on each product page the time frame within which you will receive your goods. The delivery method used is based on the value, size, weight and location. Small low value orders will be shipped using Royal Mail Tracked First Class service. All other orders will be shipped using couriers on a next working day service.  If a product is needed urgently, customers are able to select timed next day delivery, Saturday and Sunday services at an additional charge. This option is only available for eligible items and is dependent on stock availability and your delivery address.

All stocked items, ordered before 3.30pm will be processed and shipped on the same day. Orders placed before the cut off time on Friday will be delivered on Monday. Orders placed after the cut off on Friday will be delivered on Tuesday. Saturday and Sunday deliveries are only available for orders placed before the cut off time on Friday.   In some instances where stock is held at our suppliers, shipping may take an extra couple of days.

Please be aware that we make every effort possible to deliver your goods within these time scales. However, some products, although listed in the shop inventory, may at times be out of stock. Customers will be notified by email when a product dispatch is delayed and advised an estimated delivery date.

Some Bulky/multi-parcel orders may also incur a delivery surcharge.

Some Bulky/multi-parcel orders are classed as oversized which are then handed over to a third party specialist courier to complete the delivery. This adds an additional 1-2 days transit time.

We aim for you to have received your goods within a maximum of 2-3days. If you have not received your items within this time then please contact us at [email protected] or call us on 01727 790750.

Orders for offshore and highland locations may be charged a delivery surcharge and will take longer to be delivered. Due to charges incurred by our courier service the following postal codes may have additional charges automatically applied to the order, please add the items to your basket and proceed to the checkout, once you have added your address any additional charges will be displayed at the bottom of the page:

At present we cannot deliver to any Northern Ireland postcodes; AB 10-56; CA 6-9, 15, 17-27; DD 1-11; ad 1-16; EH 23-25, 31-51, 55; EX 23; FK 1-21; G 63, 83-84; HS 1-9; IV 1-63; KA 5-6, 18-19, 23-30; KW 1-17; KY 3-4, 8-99; LA 8, 10, 13, 15-21; ML 12; NE 19, 46-61, 65-71; NR 11, 21-27; PA 17-18, 20-80, 60-78; PH 1-50; PO 30-41; TD 1-15; TR 2, 12, 19, 21-25; ZE 1-3

We do not currently deliver to any other countries.

At present we cannot deliver to any Northern Ireland postcodes

Damages:

Although we have carefully selected our courier service to offer the best service sometimes packages do get damaged during transit. If this is the case for your order, please do the following:

• If you notice damage during the delivery and refuse the delivery then please make sure that you sign the couriers manifest with ‘item refused – damaged’ and inform us as soon as you can via email or phone.
• If the packaging looks damaged but the item itself is undamaged then please accept the delivery and sign the manifest ‘Package damaged’ and open the package to check the contents as soon as possible
• If any damage is found you must inform us within 24 hours of receipt of the delivery as the couriers place time constraints on us regarding damage claims
• If you have refused delivery or noticed damage at a later stage then once informed we will arrange for a collection (if applicable) and send you out a replacement as soon as possible
• Please note that if we discover that items have not been damaged and we have incurred transport costs then you will be liable for these charges

Refund Policy:

Thank you for shopping at Elsons Tools & Builders Merchants!

We offer refund and/or exchange within the first 30 days of your purchase, if 30 days have passed since your purchase, you will not be offered a refund and/or exchange of any kind.

Eligibility for Refunds and Exchanges

Your item must be unused and in the same condition that you received it.

The item must be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Normally, only regular priced items may be refunded. Sale items cannot be refunded as standard, however please get in touch to discuss the situation and we will see if we can help.

Exempt Goods

The following are exempt from refunds:

Gift cards.

Some health and personal care items. Please get in touch with us to check.

Partial refunds are granted (if applicable and at our discression)

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Any item that is returned more than 30 days after delivery.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.

Late or missing refunds

If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

If you have done all of this and you still have not received your refund yet, please contact us at [email protected]

Shipping

Please do not send the product back to the manufacturer. It must be sent to the following Address:

Elsons Online
Unit 1 Brick Knoll Park
Ashley Road
St Albans
AL1 5UG

You will be responsible for paying for your own shipping costs for returning your item.

Shipping costs are non-refundable! If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Please note, we cannot guarantee that we will receive your returned item and we hold no responsibility for items lost in transit. We therefore suggest insuring higher value goods with the carrier.