Please note our desk tops are specifically expensive to ship. They are not easily handled. Please ensure you read these terms and conditions and understand the difficulty in shipping large items prior to placing your order.
Orders are packed and despatched from Monday to Friday (excluding bank holidays). Orders will normally be shipped within 24 hours from receipt of order however during peak times this time may be extended by 24hrs. Basic orders for items other than desks placed before noon will be dispatched on the same day. Desk orders are dispatched the next day after order and desk orders with cable ports/pre-drilling or inserts are dispatched within 48 hours of order. If we can we will dispatch your order on the day of purchase however this is not to be expected and is not contracted. Gostand Limited reserve the right to dispatch orders as and when ready. If you wish to nominate a specific day for dispatch you must add it to your order notes making sure the note is present when you move to the checkout phase of the shopping cart. Gostand Limited cannot be held liable for order notes which have not been entered or have not been entered correctly. All order notes appear on the order confirmation. It is the customers responsibility to check they are present.
Nominated dispatch dates mean that the desk will leave on a specific day however it does not guarantee the delivery day. Our delivery times are estimates only and parcel tracking will need to be consulted for actual times and dates of delivery.
2.Track Your Goods
When shipping your order, we will send a confirmation email with your tracking number to confirm that your order has been accepted. If you have a registered account with us, you may check the status of your order online. Visit ‘My Account’, sign in to your account and click the 'Your Orders' tab. Your order status may take up to one 1 business day to update after your order has been placed. It is your responsibility to check your tracking and make sure you know which day your order will be out for delivery.
3.Delivery of Goods
3.1 Goods are delivered Mon-Fri from 8am to 6pm.
3.2 We will deliver the goods ordered by you to the address you give us for delivery at the time you make your order. It is your responsibility to ensure that the delivery address you give us is correct and accurate.
3.3 It is your responsibility to ensure that you will be in situ to receive your delivery. You need to consult your tracking to ensure you are at the address stated between 8am and 6pm on the day of delivery. Should there be a failure to deliver due to your absence we will not re-deliver your items. You will also be charged with both the outbound and the return shipment leg to our warehouse plus a re-stocking charge of up to 25% of the value of the goods. If you are absent and wish to organise re-delivery we will do so but at additional cost. If you wish to dispute a failed delivery you will need to provide proof.
3.4 If your order fails to reach you at your address and is returned to us via our shipping partner, we will notify you within 24 hours to arrange re-delivery (UK only) at your cost. You will also be liable for the original outbound and return shipping cost. If we do not hear from you within 5 working days of this notification, we will process a refund minus a delivery fee of the cost of both the outbound and return legs of the delivery.
3.4.2 For orders outside the UK, if our shipping partner is unable to deliver, or delivery is refused, we will not be liable to arrange re-delivery. We will then process a refund minus the cost of both the outbound and the return shipment leg to our warehouse plus a re-stocking charge of up to 25% of the value of the goods..
3.5 Delivery will be made as soon as possible after your order is received and this will usually be within 48 hours, but in any event within 14 days of your order.
3.6 Should you have asked Gostand Limited to book a next day delivery service Gostand Limited undertake to ensure that your order is booked in a timely fashion on a next day service. However we are not liable for the actions of our shippers and we cannot guarantee your order will be delivered the next day. Should the next day service fail to make delivery for whatever reason the delivery will be the day after or in the case of Friday being the original delivery day the following Monday. We do not offer a refund for failed next day delivery. Gostand Limited is not liable for the action of the shippers in this instance and we charge an administration fee of £30 to make a claim against the shipper for a failed next day service payable in advance.
3.7 You will become the owner of the goods you have ordered when they have been dispatched to you.
3.8 Should you wish to dispute non-delivery Gostand Limited charge an administration fee of £30 for processing your request and you will be asked to produce irrefutable proof that you were at the address given when delivery was attempted.
3.9 Delivery lead-times shown on the website are all estimates based on a statistical history of carrier performance. However during peak shipping times such as Christmas or Easter or due to other unforeseen eventualities our shipping partners may not be able to achieve these times. Lead-time shown are not contractual and do not form grounds for cancellation of orders. They are estimates only.
4.Damaged goods on receipt
It is important to read and note this section as it will be required should you need to make a claim. Gostand Limited has extremely low damage rates due to high packaging specifications. As such we need to be 100% sure damaged occurred during shipping.
1. We cannot accept any damage claims if the packaging is fully intact and has been signed for in good condition. So do not sign for it if badly damaged or sign for it beside the courier and note damaged in transit when signing.
2. Again should the packaging be damaged the item must be signed for as damaged and we must be provided a video of the initial unboxing of the unit as it happens. Photos will not be accepted. Video after the product has been unboxed cannot be accepted as proof of damage. The video must be of the initial unboxing showing the damage in situ within the packaging.
3. Once removed from the packaging we cannot accept liability for damage. It is impossible to differentiate at this point between consumer damage and transit damage.
If you have not received your order within 7 days of receiving your email order receipt please notify us, quoting the order number on your receipt. Your notification must be in writing to email@example.com . Once we have located your shipment and its history we will contact you to organise a fulfilment plan.
If the goods we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, we shall endeavour to make good the delivery in the form of replacement products as soon as possible. However we have no liability to you unless you notify us by e-mail of the problem at firstname.lastname@example.org within 7 working days of the received delivery of the goods in question.
You are entitled to return your order to us for a refund (excluding shipping costs) under the following conditions:
1.1 That you purchased the goods directly from Gostand Limited. We cannot issue refunds for Gostand products not purchased through Gostand Limited directly.
1.2 All goods are to be returned unused in their original packaging and in a saleable condition. All labels and tags must still be attached. Any goods returned in an unsaleable state will not be processed. This does not affect your right to return faulty goods.
1.3 The goods must be returned within 30 days from the date your order was placed. Notification of a return must be communicated in writing to email@example.com. If you fail to notify us of your intent to return an item within 30 days, Gostand Limited are under no liability to process a refund. Once notified we will send you a Goods Return Form. It is the responsibility of the customer to pay for all shipping and costs incurred when returning goods. Should you wish we can arrange collection of the goods. This is the cheaper option. You must be present at the collection address given Mon-Fri 8am-6pm to hand over the goods. If you fail to do so any refund will be deducted the cost of a failed collection. Should you choose to return the goods yourself we would recommend that you return the goods with a delivery service that insures you for the full value of the goods as we cannot take responsibility for any items lost without proof of delivery. We will only refund the value of the goods returned, no shipping costs will be refunded unless previously agreed by a member of our Customer Services team via email. Refunds can only be issued to the card used to purchase the goods and will be refunded within 30 business days of receipt of return.
1.4 If the goods are defective in any way. In this case a replacement will be offered, or a full refund will be given if within 30 days of purchase. In such a case and if we need the goods returned you are obligated to use our return shipment service due to the high costs of many couriers. You must be present at the collection address given Mon-Fri 8am-6pm to hand over the goods. If you fail to do so any refund will be deducted the cost of a failed collection.
1.5 Bespoke items. Bespoke items cannot be returned under any conditions. For clarity bespoke items are classified as following:
1.5.1 Desk-tops. Our standard stock desk-tops are edged but blank and without any features or holes. If a request has been made by the customer to customise the top by adding:
b. Cable ports
d. Fitting of power or other sockets
e. Altering the size of the desk-top
f. Special colour or finish or special edge band
or any other feature or adaptation which requires us to pierce or drill into a blank stock desk-top or cause the desk-top to differ from the standard stocked SKU's on our website then the altered desk-top is defined as bespoke for that customer and is not returnable or refundable.
1.5.2 Frames. Our frames are standard sizes and designs. On occasions customers will ask us to reduce the dimensions or alter a frame in some way. If the customer requests that we:
a. Make a permanent change to the frame by cutting, painting, drilling or any other operation physically altering the frame from it's base SKU or:
b. We change the constituents of a base SKU to alter it's function, for example by adding different feet or side arms,
then in such a case the frame is considered bespoke and is not returnable or refundable.
1.5.3 Other items. All our bespoke items originate from a base SKU. If the customer requests we make a change to an item by any operation physically altering that item from it's base SKU then that item becomes bespoke and is not returnable.
Bespoke items are created by by using the customisation pages and or dropdown menus on our site. By using these online tools you implicitly accept responsibility and liability that you have created a bespoke item that is non-refundable and non-returnable.
If a customer has any doubts as to what does and does not classify as a bespoke item they should seek clarification from Gostand Limited in writing by email before purchasing.
Gostand Limited reserves the right to be the arbiter of what does and does not constitute a bespoke item. Our decision is binding and final.
Note bespoke items can be manufactured from the moment of order and there is no grace period given for the cancellation of orders. Once ordered and if made they cannot be cancelled or refunded.
2.1 If the goods we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, we shall endeavour to make good the delivery as soon as possible. However we have no liability to you unless you notify us by e-mail of the problem within 7 working days of the receipt of the goods in question.
2.2 If you do not receive goods ordered by you within 30 days of the date on which you ordered them, we shall have no liability to you unless you notify us by e-mail at firstname.lastname@example.org of the problem within 7 days of the date on which you ordered the goods.