Frequently Asked Questions

How long will my order take to arrive?
Orders for items which are in stock will be despatched same day if ordered before 12pm. Where items are currently out of stock we will keep you informed of the expected delivery date.  We always email an estimated despatch date within 24 hours (excluding weekends) of receiving your order.

How much is delivery?
Shipping will be calculated once your enquiry has been processed.

What does my 'delivery' charge include?
We use only the most reliable couriers to deliver your goods.
It is our duty of care to ensure that your order gets to you without any damage in transit.

I would prefer not to place my order online. Can I still order goods from Pellacraft?
Our sales office is open from 8:30am-5:00pm, Monday to Friday.
Members of our sales team will be happy to take your order over the telephone if you prefer.
Please call 01623 683 467

How are payments made?
Payments can be made by PayPal, Credit or Debit Card. Pre-approved accounts can also pay on account.

Do I need a PayPal account to pay for my order?
No you don’t, although we use PayPal to securely process your payments you can still use your debit or credit card to make payment. To do this click on the grey Pay by Debit or Credit Card button on the Log in to PayPal screen. Complete your details on the next screen and then at the bottom of that screen choose No, I don’t want an account now. before clicking the blue Continue button.

When will I receive an invoice?
All invoices will be issued on despatch of the items.  If payments are made with order a copy of the invoice will be communicated via email and a hard copy can be sent on request.

Can I have a pre approved credit account?
If you are a Branch Secretary you are able to set up a pre-approved credit account and receive an invoice for your items rather than paying by bank/credit card when purchasing. You are able to pay by branch cheque within 30 day terms.

Can I request a Saturday delivery for my order?
We are always happy to arrange for your order to be despatched on a Saturday delivery service.  There will be an additional cost for delivery on a Saturday. Please email us with your order details and we will return a quote including the extra delivery charge.

Am I able to add to my order once it has been placed?
Of course. The sooner the better if you prefer for the whole order to be sent at the same time.  Please ring our sales team on 01623 683 467, quoting your online order number and any member of the sales team will be happy to help.

Will I need to be at work to receive my delivery?
We are not insured to leave your order in an unsecured area; therefore it will need to be signed for.  Please make sure someone is available to sign for the goods.

Can I request a timed next day delivery?
If the item that you have ordered is in stock and ordered before 12:00pm we can achieve a timed next day delivery.  Additional costs will apply.  Please call our sales team on 01623 683 467 to request a price for a timed next day delivery if required.

Can I order an item that is not listed on this site?
Yes, just contact the Pellacraft sales team for more information about ordering bespoke items.

Can I return my order?
You can return stock items for a full refund on the product.

Please return to:
Pellacraft Ltd,
Hermitage House,
Hermitage Way,
NG18 5ES. 

It is always safer to guarantee the delivery back to Pellacraft either by courier or Royal Mail Special Delivery as we can only refund on return of the items.  If your item is faulty or damaged we will refund the cost of the postage and replace the item.

For any other queries, please contact 01623 683 467 for help and assistance.