Covid-19: Whilst we are doing all we can to meet our normal delivery lead-times, due to the current unprecedented circumstances, there may be unavoidable exceptions.
Please note: Couriers are currently experiencing delays to their services due to significant increase in volume and reduced staff levels. We'd like to ask all customers to be understanding that there may be some delays with deliveries during these unprecedented times. We're all doing our best to keep things moving, and will do everything we can to help ensure you get the products you need as soon as possible.
The shipping costs shown on our site are for shipment within mainland UK. For shipping to the Highlands and Islands or Ireland please call us on 0333 5770828.
Placing an order before 1.00 pm on a working day generally means you will receive the goods on the next working day, if you fail to receive them in this time you MUST either advise us by phone 01476 565497 or email firstname.lastname@example.org.
Currently we are unable ship to the ROI. If you would like delivery to the ROI please contact our local Distributor, Doorware at www.pocketdoors.ie
We recommend you do not book any installation work until you have received goods as occasionally the couriers can experience problems or delays trying to make delivery.
Delivery is to the nearest roadside point to the delivery address accessible by our couriers and does not include delivery into the building or site. Ease of access to the delivery address is the receivers responsibility and any special requirements must be agreed with Eclisse UK at the time of order. Estimated delivery times are between 8am and 6pm.
We do try to help wherever we can and if you find any difficulties please calls us on 01476 565497.
Note: Small items such as handles are sent by Royal Mail and so may take 2-3 days to arrive.
It is very important that you check your goods on receipt.
Please check your goods on receipt. If your goods arrive damaged please sign for them as damaged and contact us straight away. Please also take a photograph of the damage before you securely repackage the goods.
See our returns policy below.
In order to receive a refund on returned goods please ensure that:
- Goods are returned within 14 working days of receiving them
Sales to consumers from our website are governed by the Distance Selling Regulations, these do not apply to business to business sales.
In accordance with the Distance Selling Regulations, consumers may return the good to us within 14 working days of receiving them for whatsoever reason.
- The goods are returned to us in reasonable condition and unused. If the goods arrived to you damaged please ensure you repackage the goods after inspection securely.
Please note it is not necessary to assemble the product to inspect them or to check the size (as it is clearly labelled on the packaging) so returns which have been assembled will be subject to our claim for breach of statuary duty by the consumer.
- You contact us to request a RETURNS NUMBER and complete our RETURNS FORM.
We request that the consumer obtains a RETURNS NUMBER from us. You will need to add this to the RETURNS FORM which you can download here. Or we can email you a copy.
Please include the form inside the packaging or put it into an envelope and securely attach it to the outside of the packaging. We cannot process the return without the form with the returns number. If you have any questions or are experiencing any problem with this process please call 0333 5770828.
- The cost of return to us and the responsibility that the goods are returned in reasonable condition will be borne by the consumer.
We will pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
If you have a problem with the return transport shipping please let us know and we will endeavour to organise this for you.
*** Please ensure that if you have opened the packaging that you carefully repack and securely repackage the goods to ensure that they arrive back with us safely. We advise taking a photograph of any repackaged goods in case any damage occurs during the return journey to us.
- You should expect to receive your refund within 14 working days of us receiving your return.
We will endeavour to process your refund within 14 working days of us receiving the return, however, in many cases you will receive a refund more quickly.