Delivery Policy

1. Delivery Overview

All orders placed at shopdimplex.com are delivered free of charge by one of two services, depending on the weight of each item:

  • Standard delivery: items up to 30kg are dispatched via DPD, one of the UK's leading courier services, with full tracking every step of the way.
  • 2-Man delivery: items over 30kg are delivered by AIT, a specialist 2-man white glove service.

The correct service for your order is shown at checkout.

2. Free Delivery

  • Free on all orders to UK mainland addresses - no minimum order value
  • Standard delivery: within 2-3 working days
  • 2-Man delivery: 3+ working days, depending on the delivery day you choose
  • We do not dispatch on weekends or UK bank holidays

We currently deliver to UK mainland addresses only (England, Scotland and Wales). We do not currently deliver to Northern Ireland, the Scottish Highlands and Islands, the Channel Islands, the Isle of Man, or international addresses.

3. How We Deliver

Standard delivery (DPD)

Once your order has been dispatched you will receive:

  • A dispatch confirmation email from us
  • A separate notification from DPD with your tracking number and one-hour delivery window

You can use the DPD tracking link to re-arrange delivery, nominate a safe place, or request delivery to a DPD Pickup Shop if you will not be available.

2-Man delivery (AIT)

AIT will collect your item from us and call you to arrange a delivery day that suits you, with a choice of morning (AM) or afternoon (PM) slot. On the day, a 2-person team will carry your item into the room of your choice, up to and including the 3rd floor.

Please make sure someone aged 18 or over is available on the agreed day, and that there is clear access to the room you would like the item placed in.

Orders with both services

If your order contains items under and over 30kg, they will be delivered separately - smaller items via DPD and larger items via AIT. You may receive them on different days.

4. Delivery Timescales

  • Standard delivery, orders placed Monday to Friday (excluding bank holidays): dispatched within 2 working days and sent via DPD next day delivery. Delivered within 2-3 working days.
  • 2-Man delivery: AIT will call you after your order is dispatched to book your delivery. Delivery typically takes 3 or more working days depending on the day you choose.
  • Orders placed on a Saturday, Sunday or bank holiday: processed on the next working day, after which the timescales above apply.

Delivery timescales are estimates and not guaranteed. We are not liable for delays caused by our delivery partners, adverse weather, or other circumstances outside our control. If your delivery is significantly delayed, please contact us via support.shopdimplex.com.

5. Failed Deliveries

Standard delivery (DPD)

If DPD is unable to deliver your order, they will attempt re-delivery the next working day and leave a card with collection instructions. After the third unsuccessful attempt, the parcel will be returned to us. We will then contact you to arrange re-delivery at no additional charge.

2-Man delivery (AIT)

If no one is available to receive your item on the agreed day, AIT will contact you to rebook. If we are unable to reach you to arrange delivery, your item may be returned to us and we will contact you.

6. Damaged or Missing Deliveries

Please inspect your order upon delivery. If your goods arrive visibly damaged, we ask that you note this with the DPD driver or AIT delivery team and contact us promptly - doing so helps us resolve the issue faster. However, this does not affect your statutory rights under the Consumer Rights Act 2015.

If your tracking shows delivered but you have not received your parcel:

  1. Check for a DPD card or notification
  2. Check with neighbours or building reception
  3. Contact DPD directly using your tracking number
  4. Contact us via support.shopdimplex.com

7. Returns

Returned items are collected from your address by the same service that delivered them - DPD for standard items and AIT for 2-Man items. See our Returns Policy for full details.

8. Risk and Title

Risk in the goods passes to you upon delivery. Title (ownership) passes to you once we have received full payment.

9. Contact Us

Please visit our Support Page

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Delivery

Fast delivery: 2-3 working days