Policies    

Shipping & delivery

   

How and when we deliver, where free delivery applies, and what to do when your order arrives. If you're unsure whether we deliver free to your area, call us on 01204 588 454 before ordering.

   

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Free UK mainland delivery

   

We offer free delivery to the UK mainland, including Wales and Scotland. The following areas are excluded and may incur an additional shipping charge:

   

     
• The Scottish Highlands
     
• The Scottish Islands
     
• Northern Ireland
     
• The Channel Islands
     
• The Isle of Man
   

   

If you're unsure whether additional charges apply to your address, please call us before purchasing.

   

Delivery times

       

Dispatch & tracking

   

You will receive a confirmation email once your order has been packed and collected by the courier. This email includes tracking information and an estimated delivery time slot. While dispatch normally indicates next-day delivery, rare delays can occur.

   

Couriers

   

Deliveries are handled by third-party couriers, usually APC or DHL. We cannot be held responsible for delays caused by courier issues, extreme weather, or industrial action.

   

Address accuracy

   

Please ensure your delivery address is correct. If incorrect details are provided, you are responsible for recovering the goods; we cannot send replacements or issue refunds where goods cannot be recovered.

   

Receiving your order

       

Unpack and inspect all goods within 24 hours of delivery and report any visible damage immediately — failure to do so may affect your warranty. All deliveries require a signature, and the courier's proof of delivery is sufficient evidence that goods have been received.

   

Late or missing deliveries

   

If your order has not arrived by the expected date, please notify us within 3 days so we can investigate. If you do not contact us within this time, we cannot guarantee that a replacement will be sent.

   

Back orders

   

If an item is not in stock, we will place it on back order and arrange delivery as soon as it becomes available, depending on the manufacturer's production and shipping schedule. You will always receive an email giving you the option to cancel if you would prefer not to wait.

   

Tax

   

Orders from the UK or the European Union have 20% VAT added. All other orders are VAT-free.

   

This policy sits alongside our Refund & Returns Policy and Terms of Service. For any question about delivery or dispatch, contact us on 01204 588 454 or info@roseinfrared.com.