If you order more than one product at one time and to be delivered in one drop there is only one delivery charge. You will only pay the delivery charge for the largest product the other ones will effectively be delivered free of charge.
All delivery times quoted are based on your goods leaving the warehouse, and NOT from the time you place your order. If you order a product that cannot be delivered in the timescale shown we will contact you to let you know and give you the opportunity to change your order. Please do not arrange to have an installer on site until after the goods have arrived and you have checked them. (We will not pay abortive installation costs in the event that the item is damaged in transit or not suitable for any reason)
We use a number of couriers to deliver our parcels. The courier used will depend on what you order and where the items are being delivered to.The courier used for your order will be made clear to you once your order has been dispatched. You will be supplied with tracking information to enable you to see the most up to date information regarding your delivery. You will also be supplied with contact details for the carrier who will be delivering your order.
For Small Products
You will be e-mailed with the consignment number and carrier details so you can track your delivery on-line.
For Medium and Large Products
You will be e-mailed/telephoned with the consignment details directly by the transport company to arrange a suitable time for delivery. To keep our cost to you as low as possible, the standard Pallet Deliveries are made by a single driver, who will not be able to move large items on his own. They will deliver your order on a pallet to the outside of your address and for heavy and bulky items, this means that someone will need to be available to help the driver unload and move your goods.
For palletised deliveries, the goods will be delivered as close as possible to your front door. If this location is unreachable for any reason, such as a narrow street, up a flight of stairs (such as flats), or any other obstruction, delivery will be made as near to your property as possible. The driver is NOT insured to take the goods inside your property. It is strongly recommended that at least 2 able bodied persons are available to receive the delivery and carry the goods inside.
The carriers will require a signature for the goods at the delivery address, so somebody needs to be there on the day of delivery. If the delivery is to a communal building (e.g. a block of flats) you should be aware that the carrier company drivers will not carry heavy loads on their own and they will need to see identification before leaving the goods. (This is to protect you from credit card fraud)
Missing, incomplete, damaged items
Nearly all our orders arrive on time and in the same excellent condition they left our warehouse. But if your order hasn't arrived, or arrives incomplete, first of all please view your order online. Sign into your Nexus account where all information will be displayed. If your order has been despatched but hasn't arrived within the expected time period, please email our Customer Services team, on [email protected] or call us Monday to Saturday 9am to 6pm.If damage is noticed at point of delivery the order can be refused and returned with the driverIf you've more than one item on your order, please bear in mind that products may be sent out from multiple locations and so arrive separately. However, if this is not the case and haven't received the entire order as detailed in the order confirmation email sent to you, please email or call us as before.In the unlikely event that an item has arrived damaged, you will need to inform us within 48 hours of receipt. Any damages reported after this time will not be entertained by our delivery couriers.
We understand that sometimes you will not be available to receive your goods. For small items our couriers will attempt redelivery once after which you will be charged for any further redelivery attempts. For large items requiring two-man delivery, if you have been advised of a delivery date by us and are subsequently not available to accept the goods, a redelivery charge will be applied.