Free UK delivery on every order, no minimum spend, and 30 days to change your mind. The short version is below. The full terms are in our delivery policy and returns and refunds policy.
Delivery
How much does delivery cost?
Delivery is free on every order to any UK address, with no minimum spend. The price you see is the price you pay.
How long does delivery take?
Order before 3pm, Sunday to Friday, and your parcel is dispatched for next day delivery. Order after 3pm on Friday, through to midnight on Saturday, and it goes out for two day delivery. Delivery windows are courier estimates and are not guaranteed.
Where do you deliver?
Anywhere in the United Kingdom, including England, Scotland, Wales and Northern Ireland. We do not ship internationally at this time.
Where do you ship from?
Our own warehouse at Knights Park in Strood, Kent. Everything is picked, packed and dispatched by us on a tracked service.
How do I track my order?
You will get a shipping confirmation email with a tracking link as soon as your order leaves us. If it has not arrived within 24 hours of ordering, excluding weekends and bank holidays, check your spam folder before getting in touch.
Returns
How long do I have to return something?
You have 30 days from the day your order arrives to request a return for any reason. Separately, UK law gives you 14 days from delivery to cancel your order, and a further 14 days to send it back.
How do I start a return?
Email tom@idealdirect.co.uk with your order number and a short note about why. We reply within 2 working days with the return address and next steps. Please do not send anything back before contacting us.
Who pays for return postage?
You do, unless the item arrived damaged, defective or incorrect, in which case we cover it. We recommend a tracked service, because we cannot refund items that never reach us.
My order arrived damaged. What now?
Contact us within 7 days of delivery at tom@idealdirect.co.uk, with a photo if you can. We will arrange a replacement or a full refund, including any postage you have paid.
What if the product is faulty?
Under the Consumer Rights Act 2015 you can reject a faulty item and claim a full refund within 30 days of delivery. Between 30 days and 6 months we will repair or replace it, and if that is not possible you can claim a refund.
How long do refunds take?
Approved refunds reach your original payment method within 10 working days, and always within 14 days of us receiving the goods back. Your bank may take a few extra days to post it.
Can I exchange an item instead?
The quickest way is to return the original and place a new order for what you would like instead.
Still need help?
Email tom@idealdirect.co.uk or call 01474 327 285. We answer within one working day.