Online Order Processing
Some frequently asked questions about ordering.
Will I receive an order confirmation?
Yes, when you place an order with us you will receive an email confirmation.
How much will delivery cost?
Delivery will be calculated on a sliding scale depending on weight and volume of products ordered, and your location. Delivery costs will be totalled as you add items to your basket.
When will my products be delivered?
Delivery dates will vary depending on lead times and stock of the products ordered.
What if I'm not in when you deliver?
Our carrier, DPD, will attempt to deliver twice. If they fail to deliver on the second attempt they will leave a 'sorry we missed you' card.
There will then be 3 alternative options:
1.Change delivery address (this can only be agreed by contacting Andy Thornton Ltd)
2.Collection from the DPD depot
3.Re-delivery at a requested date with an option to leave with a neighbour or in a safe place
All the options are displayed on the card left by DPD.
How do I change or cancel my order?
Contact our sales office by telephoning 01422 376000.
What if there's a problem with my order?
Please contact us via email, at customer.service@andythornton.com. We'll respond as soon as we can.
What is your refund and returns policy?
When Goods are agreed for return or cancellation the Buyer shall pay a handling and restocking charge to cover administration and inspection charges involved in accepting the Goods back to stock. The charge will be subject to variation without notice, but is currently 20% of the invoiced value of Goods. Non-standard products (supplied in accordance with Clause 4) cannot be accepted for return unless otherwise agreed.
Why aren't all items available to buy online?
At present all theming products, wood carvings and a selection of outdoor furniture and door furniture can be bought online, although we will be expanding this range in future. Items which can be bought online are marked with 'Add to basket'. Other items can only be added to a wishlist, which can be saved.
