Shipping policy

By placing an order through this website, you agree to the terms outlined below. These conditions are designed to ensure a clear understanding of our services and to protect both parties involved in the transaction.

1. General

All orders are subject to stock availability. While we strive to maintain accurate inventory information, occasional discrepancies may occur.
If an item in your order is unavailable, we will ship the in-stock items immediately and contact you to choose between:

  • A refund for the unavailable item, or
  • Waiting until the product is restocked.

2. Shipping Costs

Shipping fees are calculated at checkout based on the package’s weight, dimensions, and destination.
All shipping charges are collected at the time of purchase and represent the final cost to the customer.

3. Returns

3.1 Returns Due to Change of Mind

New Cross DIY accepts returns for change of mind within 30 days of receiving your order.
Returned items must be:

  • Unused,
  • In their original packaging, and
  • In resellable condition.

Customers are responsible for all return shipping costs and arrangements.
Once your return is received and approved, a store credit will be issued for the value of the returned goods.
Please note that original shipping charges are non-refundable.

3.2 Warranty Returns

Valid warranty claims must be submitted within 90 days of receiving the item.
Return shipping must initially be paid by the customer. However, once the warranty claim is approved, New Cross DIY will reimburse the return shipping cost.

Warranty claims are processed within 7 business days after we receive the returned item.
Approved claims will be resolved by one of the following methods (based on your preference and product availability):

  • Refund to the original payment method
  • Store credit
  • Replacement item

4. Delivery Terms

4.1 Domestic Transit Time

  • Economy Shipping (Free): 5–8 business days
  • Standard Shipping (£15): 3–4 business days
  • Handling Time: 1–3 business days

4.2 International Shipping

New Cross DIY currently does not offer international shipping.

4.3 Dispatch Times

Orders are dispatched within 2 business days of payment confirmation.
Our warehouse operates Monday to Friday, excluding national holidays.
During busy periods (such as holidays), minor delays may occur, but we strive to dispatch all orders as promptly as possible.

4.4 Change of Delivery Address

Delivery addresses can be updated any time before dispatch.
Please contact us as soon as possible if you need to make a change.

4.5 P.O. Box Shipping

We can deliver to P.O. boxes using standard postal services only.
Courier delivery is not available for P.O. box addresses.

4.6 Military Address Shipping

We are able to ship to military addresses using standard postal services (e.g., Royal Mail).
Courier delivery is not available for military addresses.

4.7 Out-of-Stock Items

In-stock items will be shipped immediately.
Backordered items will be dispatched as soon as they are restocked.

4.8 Delayed Deliveries

If your order exceeds the expected delivery timeframe, please contact us so we can investigate the issue with the courier and provide an update.

5. Tracking Notifications

Once your order has been dispatched, you will receive a tracking link via email.
This allows you to monitor your delivery status in real time using the courier’s tracking system.

6. Damaged Parcels in Transit

If your parcel arrives damaged:

  • If possible, reject the delivery and contact us immediately.
  • If you accepted the parcel, please contact our customer service team for further instructions and assistance.

7. Duties & Taxes

7.1 Sales Tax

All prices displayed on our website include sales tax (VAT).

7.2 Import Duties & Taxes

New Cross DIY currently does not ship internationally.
If international shipping becomes available in the future, customers will be responsible for any import duties and taxes.
Refusal to pay such fees will result in the parcel being returned at the customer’s expense.
Refunds will be issued for the product value only, excluding all shipping charges.

8. Cancellations

Orders may be cancelled before dispatch by contacting us directly.
Once an order has been dispatched, please refer to our Returns Policy for available options.

9. Insurance

All parcels are insured for loss and damage up to the value declared by the courier.

9.1 Damaged in Transit

If your parcel is confirmed as damaged by the courier, we will issue either a refund or replacement.

9.2 Lost in Transit

If the courier confirms your parcel is lost, we will provide a refund or replacement as soon as the investigation is complete.

10. Customer Service

We’re here to help with any questions or issues regarding your order.

New Cross DIY
Address: 476 Holloway Rd, London N7 6HT
Phone: +44 20 3092 3123
Email: contact@newcrossdiy.co.uk