Shipping policy
Shipping, Delivery, Exclusions & Goods Not Received
Delivery & Risk
Goods remain at our risk until delivered to you or to a person or location you have authorised.
Tracked delivery services with photographic proof are commonly used. Couriers may use safe-place delivery methods.
Where you instruct or agree to goods being left in a nominated safe place or communal area, responsibility for loss passes to you from that point.
Delivery Exclusions
Delivery restrictions may apply and are updated from time to time.
Current delivery exclusions are published at:
https://pellwallhelp.com/delivery/
It is your responsibility to review this information before ordering.
Responsibility for Import Eligibility
It is the customer’s responsibility to determine whether the products ordered can be lawfully shipped, imported, possessed, or used in their country or jurisdiction.
We do not verify, assess, or guarantee that any product is permitted for import into your destination country.
Where delivery fails, is delayed, refused, returned, or destroyed due to import restrictions, licensing requirements, unpaid duties or taxes, or regulatory non-compliance, we reserve the right to:
- Refuse a refund or issue only a partial refund
- Deduct reasonable delivery, return carriage, customs, and administration costs actually incurred
- Require payment of re-delivery or return charges where applicable
Orders placed in breach of local import requirements are made at the customer’s own risk.
Delivery Access & Safe Receipt
It is the customer’s responsibility to ensure that adequate access, space, and provision are available for courier delivery at the specified address.
Where delivery cannot be completed due to insufficient access, lack of safe drop provision, or site restrictions, the delivery may be treated as a failed delivery and re-delivery charges may apply.
Goods Not Received
If tracking shows delivery confirmed or expected and you have not received your order, you must notify us as soon as reasonably possible.
Claims for non-receipt should be raised within 30 days of the confirmed or expected delivery date, where reasonably possible.
Out-of-Stock Items
If items are out of stock at fulfilment:
- Where out-of-stock items represent less than 50% of the order value, they will be refunded and the remainder dispatched
- Where they represent 50% or more, the order will be held while we contact you to agree next steps
Failed Deliveries & Re-delivery
Failed deliveries caused by incorrect information, lack of courier engagement, refusal of delivery, or access issues may incur re-delivery charges.
Repeated failures may result in account restriction.