Shipping policy

Where we deliver

Goods bought online are delivered to business addresses in mainland UK. For Northern Ireland, the Scottish Highlands and Islands, the Isle of Man, the Channel Islands and addresses outside the UK, please contact us for a quotation. Any import duties, taxes and customs charges for deliveries outside the UK are the buyer’s responsibility.

Lead times

All products are made to order. The estimated production and delivery time is confirmed in your quotation or order confirmation, typically 8-14 weeks from order acceptance. Times are estimates unless we agree a binding date in writing. Please tell us before ordering if a particular date is essential.

Delivery charges

Online purchases: For products purchased directly through our website, a delivery charge is calculated and displayed at checkout before payment is made.

For larger, heavier or multiple items, or where the delivery address presents unusual access or handling requirements, additional delivery charges may be necessary. If this applies, we will contact you to explain the additional charges and obtain your agreement before accepting your order. If you do not agree to the revised delivery charge, we will not accept the order and will refund any payment received.

Quotation orders: For products ordered through our Add to Quote service, delivery charges are calculated individually, taking into account the products ordered, delivery location and any special delivery requirements. The applicable delivery charge will be included in our quotation before the order is accepted.

Delivery charges exclude VAT unless otherwise stated.

Any additional delivery services or special arrangements must be agreed in writing before order acceptance.

How goods are delivered

Goods are delivered by pallet or courier to the kerbside or ground-floor entrance of the delivery address. Unless we agree otherwise in writing, delivery does not include positioning inside the premises, unpacking, assembly, installation, or removal of packaging or existing equipment.

Please tell us before ordering about anything that could affect delivery, such as stairs, lifts, narrow doors, restricted access, or the need for a tail-lift or timed appointment.

Receiving your delivery

Someone must be available to receive and sign for the goods. The carrier will contact you to arrange a delivery date. If delivery fails or is refused because of inaccurate information, inadequate access or no one being available, we may charge reasonable extra costs for redelivery or storage.

Checking your delivery

Please inspect the goods and packaging at the time of delivery.

Any visible damage must be reported immediately to the delivery driver and to info@hospitalitystore.co.uk. Record the damage on the delivery documentation and take photographs of the goods and packaging.

If damage is discovered when unpacking, report it to us immediately upon discovery. Retain the packaging and avoid using damaged goods until we have provided instructions.

Prompt reporting helps us investigate and pursue any claim with the carrier. Signing for delivery or a delay in reporting does not, by itself, remove applicable legal rights concerning damaged or defective goods.