Depot Opening/Click & Collect/Information
Covid-19: As a responsible business, in order to keep both our customers and employees safe, we are following UK government guidance and operating a reduced level of service until further notice.
In order to meet our customers' requirements orders placed for delivery will be despatched and delivered via courier. Our Glasgow Depot will also be able to offer limited deliveries via our own transport. However, please note despatch and transit times may be subject to delay. We will endeavour to keep you informed of any extended transit times.
A Click & Collect service will also be operating at the following depots...
Click & Collect service available at our Glasgow Depot from Monday 30th March
Click & Collect service available at our Belfast Depot from Monday 30th March
Limited Click & Collect service available at our London Depot w/c Monday 30th March (days and availability subject to change)
Clow Group are sorry for any inconvenience this may cause you.
Click & Collect
We offer a free in-store collection facility whereby your goods can be ordered online and picked up at any of our stores in the UK. Please select "Collection Service" at checkout and specify your preferred depot for collection (Glasgow, Midlands, London or Belfast). All of our depots are open 5 days a week Monday to Thursday 8am to 5pm & Friday 8am to 4.30pm. If we don't currently hold the item you've requested in our local depot then we will transfer the item from one of our other depots to your selected depot. We will inform you beforehand if this the case should you wish to arrange an alternative delivery method. Once the goods are picked from store at our depot we will contact you via email to inform you the goods are ready for collection.
Our standard delivery service is a 3 - 5 day service and is provided free of charge for mainland UK & Northern Ireland*. If your parcel has been sent by a trackable method, you will receive an email from our customer service team with details of your tracking number. All tracked parcels will require a signature on delivery.
|All values shown ex VAT|
|Cart Value||Standard Delivery Cost Areas||Delivery Surcharge London ULEZ Zone*||Delivery Surcharge Scottish Highlands**||Delivery Surcharge Islands**|
|£20 to £150||FREE||£12.50||£27.50||£37.50|
|£150 to £300||FREE||£12.50||£27.50||£37.50|
Next Day Delivery
In some cases we can offer a next day delivery if the delivery address is within a short distance of a depot that holds stock of the item and that depot van is available for use. If you require next day please contact us with details of the delivery location and item and we will confirm with the local depot if they hold stock. If they have the stock we will ask you to place the order via our website and we'll inform the depot to use their van for delivery.
*Due to the new London ULEZ Zone, which was introduced on 8th April 2019, we now incur a charge for entering this zone for deliveries and can no longer provide a free delivery to this area. However, if you are ordering small items such as tags please select 'London (outside ULEZ zone)' when ordering and we will send these items by post, which isn't affected by the ULEZ zone charge.
The London ULEZ Zone coverage can be seen here:
**Please note outlying areas including Highlands & Islands, Channel Islands, Isle of Man, Isle of Wight, Scilly Isles are subject to additional carriages costs imposed by our carriers. Please contact us, (including your order details and preferred delivery address), for more information if you are unsure about the above surcharges.
Certain items that are very large, such as the Warehouse steps incur an additional delivery charge. Please contact us for delivery details for items marked up as additional costs involved.
Where possible, we always endeavour to ship your orders the same business day they are received. This excludes Weekends, Public Holidays and Bank Holidays.
We hold stock around the UK and Northern Ireland on the vast majority of our products. However please note that our timber products, (and some specialist glassfibre products such as Aluglas and Euroglas), are made to order and therefore may involve a longer lead time. Please allow approximately 10 working days for custom manufactured items. If you require a faster delivery than this please contact us and we will do our best to expedite your order. We will always keep you up to date on your order's progress - if we are unable to meet your requirements we are happy to revise your order as required.
You must inform us in writing within 48 hours if goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence.
You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.
Different Delivery Address to Billing Address
If you require your order delivered to a different address other than your card billing address then please tick the 'Invoice Address' box under the Delivery Address and this will allow you to enter a different billing address.
Cancellation & Returns
Your rights to return goods are protected under the Consumer Contracts Regulations 2013.
You are entitled to cancel your order on non-custom made products and return the goods for whatever reason within 14 days for a full refund, including the cost of the original standard delivery (excludes special delivery rates such as next day). Please notify us by email or telephone within 14 days of receiving your goods and quote the order number supplied to you. As the buyer you are responsible for the cost and risk of loss or damage when returning goods, so you should take out enough postal insurance to cover their value. Any goods returned must be in saleable condition. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or misdescribed. Your refund will be paid within 14 days of us receiving the returned goods.
Goods accepted for return outwith the above conditions. (eg. goods which have been made to order/goods purchased outwith the Consumer Contracts Regulations 2013), will be subject to a minimum restocking charge of 15%. No goods may be returned without prior written consent. Goods returned must be in a suitable condition for resale, clearly identified, adequately packed and delivered to the company's premises, carriage paid.
Please see our Terms & Conditions for further information on cancelling your order.