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 providing a valid Purchase Order number is supplier to cover the carriage cost.
A box for the Purchase order will be displayed when the delivery method is chosen.
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.

Do I need a Purchase Order Number?
We do require a valid Purchase order to be raised to cover the cost of postage for your items, this can be raised directly with your Accounts team.
The Purchase Order number can be inputted to the ordering system in the dedicated box which appears when the delivery method is chosen.

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.

How are payments made?
Pre-approved account holders will receive a confirmation with the order.

When will I receive an invoice?
All invoices will be issued on dispatch 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.

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 636 602, 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 636 602 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 us 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
Mansfield
Nottinghamshire
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 636 602 for help and assistance.