1. Confirming your Order
When we receive your order, you will receive an order confirmation from us to your email address. We will then check with our warehouse and suppliers to ensure that your ordered item is available. In the event that your items are unavailable for immediate despatch, we will inform you of the expected delivery time for your order.
2. Arranging The Delivery Date
As standard, we offer free kerbside delivery for this product. We will confirm the expected delivery time within 24-48 hours of your order being placed. We will contact you to confirm this and arrange a suitable delivery day with you. Once your delivery date is confirmed, you will receive an email to confirm the delivery date.
3. On The Day of Delivery
Unfortunately, our courier is unable to provide an exact time slot for deliveries on the day. however, your delivery will usually occur between 9 am and 5 pm. The driver will also call you approximately 30 minutes prior to arrival.
What is Kerbside Delivery?
Kerbside delivery is when the product will be delivered to the kerbside of the delivery address. Usually, this means that the delivery company will drive to the nearest access point possible to the intended address, and you will be required to collect from there.
Please ensure there is someone available at the property to accept the goods.
Can I have 2 Person Delivery Service?
For Caso Products, we offer 2-person carry-in delivery for an additional fee of £50. This add-on service can be added at the shipping stage of checkout. Please note that this is a carry-in service only, packaging will not be removed from the product by the delivery team.
For all deliveries, it is important to make sure the products are checked thoroughly before signing for the item. In the rare event goods arrive damaged, please refuse delivery and contact us. After signing for the goods, we can not guarantee the claim for damage will be accepted.
Please make sure you let us know of any Delivery Obstructions.
Please make sure you let us know beforehand of any obstructions and/or additional instructions that may restrict delivery (for example, tight lanes or restricted access) within the delivery notes section at checkout or via email. In the unlikely event that the delivery is unsuccessful due to access issues that Vincooler has not been made aware of beforehand, additional charges will, unfortunately, be incurred.
Damaged Delivery
Please make sure that you thoroughly inspect all items at the point of delivery. If you discover any damage, we advise you not to accept delivery of any damaged items. If this is the case, please reject the delivery and provide the delivery driver with notice that you are rejecting the delivery due to damage. Please make sure you also send any clear photos of the damage to sales@vincooler.com and call us immediately for further assistance.
Signing For Your Delivery
It is very important that you check all items for damage at the point of delivery before signing for and accepting them. We will unfortunately not be able to accept any claims for damaged items if you have signed the delivery paperwork and accepted the goods.
Follow the steps below to help you when you receive delivery:
- Please take the item out of its packaging (do not only inspect the packaging)
- Inspect goods carefully (all the sides, corners, and doors, if applicable)
- If there is no damage, accept and sign for the delivery
- If there is damage, do not accept or sign; notify the delivery team and communicate that the reason for rejection is “item damaged”)
- Take photos and get in touch with us to help you with the next steps.
It is important to note that once goods are signed for, we cannot be held responsible for any damages, and the customer is required to prove to us the damage was there before delivery.
Please make sure that anyone who might accept a delivery on your behalf understands this. Please also ensure the person signing for goods on your behalf is over 18 and if it is your 'acceptor' you are obliged to make sure they know they have to inspect the goods properly before signing.
Re-delivery
If there is no one present to receive the goods at the delivery address, and if you have not made an arrangement that the goods can be placed at the address, the courier will take the goods back and try delivery to complete a re-delivery. If you refuse reception in order to have the order delivered at another time without an agreement with Vincooler on this, this is also considered re-delivery. Any re-delivery will incur an additional cost of £100 + VAT.
Cancellations & Refunds
If you need to cancel your order, please get in touch with us immediately. Please note that any orders cancelled after 48 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.
In case of doubt, get in touch - we're here to help
If you have any questions about our Returns and Refunds Policy, please contact us:
Phone: 0203 746 4887
Email: sales@vincooler.com
