Shipping and Returns

SHIPPING

  • We are happy to despatch goods to alternative shipping addresses. However, in order to protect ourselves and all card holders from credit card fraud, we reserve the right to insist that new customers paying by credit/debit card receive their first order at the address at which their credit/debit card is registered.

 

  • Please ensure the shipping address you provide is correct and complete, as we will not be responsible for any costs incurred with the courier for incorrect or missing information.

 

  • Any request for goods to be left without a signature will be agreed to only at the Company’s discretion and at the risk of the Customer. No claim for missing/damaged deliveries can be accepted by the Company if we have given such an instruction to the carrier on the Customer’s request.

 

  • Delivery charges are calculated according to the total weight (actual or volumetric, whichever is the greater) of the order and charged at cost to us. A signature will be required upon delivery. This signature will be proof that you, or the person to whom the order is addressed, have received the delivery.

 

  • The carriage options for UK destinations are:
    • Next (working) Day or Saturday delivery by DHL Express UK to mainland UK and 48 (working) Hour service to UK offshore (including Northern Ireland) and Scottish Highlands
    • Royal Mail Tracked 48 (2-3 working days), Tracked 24 (1-2 working days) or Special Delivery (next working day, including Saturdays) to all UK destinations (size restrictions apply and aerosols are excluded).

 

  • The exact costs of the shipping options available will be displayed on the shopping cart page prior to payment and without the need to register your details on the site first. All orders to mainland UK with a value of £75 or more will be delivered free of charge using a next day courier service (excluding Scottish Highlands as there is a surcharge payable).

 

  • International shipping costs will be displayed on the shopping cart page prior to payment and without the need to register your details on the site first. Royal Mail International Tracked service is available for small orders below 2 kilos (size restrictions apply and aerosols are excluded).  Royal Mail will deliver the parcel to the national postal service in the destination country, who will complete the delivery.  Most (but not all) will add the tracking details to their system, so you can continue to track the parcel for this second stage of its journey.  Delivery times vary, taking approximately 1-2 weeks to Western Europe and 2-3 weeks to Eastern Europe and Worldwide.

 

  • All other international orders are delivered by DHL Express.  Deliveries to Europe use the fully tracked and insured Road Service, with leadtimes are as follows:
    • Belgium, Channel Islands, Denmark, France, Germany, Ireland (Republic), Luxembourg, Netherlands = 2 days
    • Andorra, Austria, Czech Republic, Hungary, Italy*, Liechtenstein, Poland, Portugal, Slovakia, Slovenia, Spain*, Sweden*, Switzerland = 3 days
    • Croatia, Finland*, Gibraltar, Lithuania, Norway, Romania = 4 days
    • Bulgaria, Estonia, Greece*, Latvia = 5 days
    • *Times are indicative and may be longer for remote areas.
    • SHIPPING CHARGES DO NOT INCLUDE CUSTOMS CHARGES/DUTIES/TAXES WHERE APPLICABLE AND ANY SUCH ADDITIONAL COSTS ARE THE RECEIVER’S RESPONSIBILITY.

 

  • If your country is not listed it means we do not normally ship there, however in some cases we can make special arrangements so please contact us if you require a quote.  DHL’s Air Service is available to Rest of World.

 

  • The cut-off time for same day despatch is 2pm.  During quieter periods we can extend this further but please contact us first before placing your order to avoid disappointment.

 

  • We aim to despatch all orders within 24 (business) hours of the order being placed, subject to stock. However, this may take slightly longer during exceptionally busy periods – if you need your goods by a certain date please notify us and we will do what we can to accommodate you.

 

  • DHL Express UK delivers between 07.00 and 21.00. Deliveries by either midday or 10:30 can be selected at checkout (Highlands and Islands excluded).

 

  • You will receive an email from us advising when we have despatched your order, followed by an email direct from the carrier containing all the details you need to track your item online.  On the morning of delivery, you will receive a further notification from the carrier of the anticipated delivery window (1 hour for DHL, 4 hour for Royal Mail). If you provided a mobile phone number when ordering you will also receive this information by text.

 

  • If there is nobody at the address to receive the delivery a card will be left instructing you to a) collect the consignment from your local Royal Mail/DHL depot or b) arrange for re-delivery or c) arrange to collect from a local Post Office (Royal Mail) or pick up point (DHL). The carrier will hold the consignment for one week, after which they will return it to us if they have not been contacted by the receiver, who will be liable for any subsequent return delivery charges.

 

  • Delivery leadtimes are estimates and given in good faith by the Seller, but shall not amount to any contractual obligation. Whilst the Seller will do everything possible to ensure the Customer receives their goods within the leadtimes given, the Seller accepts no liability for consequential loss or damage arising from delay in delivery. Goods are despatched via various recognised carriers.

 

  • It is the Customer’s responsibility to check all goods for damage and to make a written note of any outer damage on the carrier’s paperwork before signing for acceptance of said goods. Once goods have been signed for the Seller cannot accept any liability for damage (except that which is not obvious from the outside) since a clean signature invalidates any claim against the carrier. We will replace free of charge or refund any goods lost in transit once we have received confirmation from the carrier that the goods are indeed lost. We will repair, replace or refund (as appropriate) goods damaged in transit provided that we receive written notification and photographic evidence of such damage within two days of delivery and goods received in an obviously damaged or unsatisfactory condition have been signed for as such. On receipt, goods should be checked against the enclosed invoice. Any discrepancies must be notified to us in writing (preferably email) within 48 hours of receipt of goods, otherwise no liability can be accepted. The packing and contents should be retained for inspection.

PACKAGING

Wherever possible we use packaging materials that are recycled/recyclable.  We reuse as many boxes as possible received from our suppliers, as long as they provide adequate protection.  Boxes are sealed with paper tape, which is recyclable, in order to keep vinyl tape use to a minimum – unfortunately this is still required in order to alert the couriers to any boxes with fragile/liquid contents. But we will change to paper as soon as it becomes available.

The polystyrene loosefill we use is biodegradable and melts as soon as it comes into contact with water.

The outer postal bags we use are also recyclable.

RETURNS & CANCELLATIONS

  • Under the United Kingdom’s Distance Selling Regulations, the Customer has the right to cancel the contract for the purchase of any item within a period of 14 working days, beginning with the day after the day on which the item is delivered. Goods must be returned to the Seller at the Customer’s own expense and arrive in “as new” condition, upon which a refund will be issued for the full value of the goods (any postage/packaging costs paid by the Customer are non-refundable, unless the goods supplied by the Seller are faulty.) Goods so returned must be in resaleable condition, appropriately packed, carriage paid and accompanied by a copy of the sales invoice/correspondence with the Seller in relation to the return.
  • Please address any returned item to: Elite Car Care, Unit 7A Wessex Road Industrial Estate, Bourne End, Buckinghamshire, SL8 5DT. It is advisable to use a shipping method that requires a signature upon delivery, since proof of sending will not constitute proof of receipt of any returned item.

CLICK & COLLECT

  • If you select the Store Pickup option at checkout, no shipping charge will be applied and your order will be held at our premises in Bourne End for collection during business hours (we can sometimes accomodate out of hours collection by prior arrangement). You will be notified by email as soon as your order is picked and ready for collection.
Free Delivery on orders over £75
UK Mainland Only (Subject to T&C)