Frequently Asked Questions
What happens if my goods arrive damaged?
If you discover any damage or issues with your goods when
they arrive, you have 24 hours to report to us via email (firstname.lastname@example.org). Please note that if you report any issues after this time period we may not be able to help you with your issue.
When you email us, please include your order number, photographs of the issue and the details of the issue you are experiencing. We can help to
resolve your issue quickly and efficiently.
How do I return my order? Where should I send my return to?
Not all of the products are returnable, please see the above returns policies depending on the product you have ordered. If your order includes products that can be returned you have 14 days to let us know. You need to fill in the request to return form above, along with information about which products you want to return. Once we have received your return request we will provide instruction on where and how to return your goods.
The items will need to be returned to us in a re-sellable condition to quailify for a refund. This means that the goods should be in their original packaging, along with screws (if applicable), in an unused and undamaged condition.
How long do I have to return my order?
If your order includes goods that can be returned, you have to let us know within 14 days from the date you recieved your order.
You will be responsible for re-packaging and organising a reputable courier to deliver the goods back to us unused and undamaged within 14 days of your request to return.
Do I have to organise my own return?
If your goods are eligible for return, you will be responsible for re-packaging and organising a reputable courier to deliver the goods back to us unused and undamaged. When you have contacted us to confirm that you would like to return your goods we will provide a returns number and address for you to use.
How long will it take to receive a refund?
Once the goods have been received back to the warehouse the goods are assessed to make sure that there is no damage or visible use on the products. Once we are happy that this is the case we will issue your refund within 14 days.
Can I return part of my order?
If you have ordered products that are eligable for return and you let us know within the 14 days time period you can return parts of your order. Please let us know by sending us an email detailing which items you would like to return. We will assess your details and let you know the next steps.
*Please note that bespoke ladders and handle orders cannot be returned or refunded as these are made to order.
Can I return a made to order ladder?
Unfortunately we cannot accept any returns or issue refunds for ladders that have been made to order as these cannot be resold.