Shipping and Returns

Gostand UK Shipping and Returns policy

Issue 3 28/09/21 covering purchases on or after this date

1.Dispatch Times

Orders are packed and dispatched from Monday to Friday (excluding bank holidays). Orders will normally be dispatched within 24 hours from receipt of order however during peak times this time may be extended. Certain products may require more time to manufacture, details will be on the product web page.

Orders for standard products placed Mon-Fri before noon are usually dispatched the same day, orders placed after noon will be dispatched the following working day. Any customisation to a desk such as adding cable ports, fitted power sockets, pre-drilling, or metal inserts to a desktop can add up to one extra day to dispatch.

Our delivery timescales should be taken as a guideline and not as a guarantee of a delivery date. We will do our best to dispatch an order on time however unforeseen circumstances can arise that are outside of the control of Gostand Limited or the courier that may cause a delay. 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 state it in 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. Any nominated date should be no further than 7 working days after the date the order was placed, after a maximum of 7 working days of storage we will ship the goods to your nominated shipping address. Nominated dispatch dates mean that the desk will be dispatched by Gostand Limited on a specific day however it does not guarantee the delivery day of your order. Our delivery times are estimates only and parcel tracking will need to be consulted for actual 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 into 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 delivery address you provide when placing your order. It is your responsibility to ensure that the delivery address you give us is correct and accurate. We cannot be held liable for extra delivery charges incurred to remedy a delivery to an incorrect address.

 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. For residential addresses, the courier will deliver to the front door. For business addresses we will deliver to goods-in, or a ground floor reception provided there are no stairs impeding access to the building. We cannot arrange time slots for delivery, and we cannot arrange for a courier to contact you in advance of your delivery. Should there be a failure to deliver due to your absence we will not automatically arrange to re-deliver your items. You will 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. For bespoke goods this charge will be the full 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 For orders within the UK, 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 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 plus a re-stocking fee of up to 25% of the value of the goods. Bespoke products will not be refunded.

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 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. Bespoke products will not be refunded.

3.5 Delivery will be made as soon as possible after your order is received and this will usually be within 48hrs of dispatch, but in any event within 30 days of placing your order. We expect to be able to deliver your goods accordingly, however we do not guarantee delivery within the timeframe specified. Our delivery timescales should be taken as a guideline and not as a guarantee of a delivery date.

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 when they have been safely delivered to you in person, to a neighbour you’ve approved to take your parcels when you’re out or to a safe place you have agreed to.

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.

3.10 We do not currently offer an assembly or carry-in service.

 

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 for transit damage. Gostand Limited has extremely low damage rates due to high packaging specifications which are a direct result from rigorous testing of packaging. Whilst we strive to keep delivery damages and losses to a minimum, there are occasions where products can be delivered damaged. As such we need to be 100% sure damage occurred during shipping. You must report any signs of transit damage within 24hrs of receipt of your goods.

  1. Please help us by checking your goods on delivery and noting any visible damage or shortage on the delivery note. You have the right to ask the delivery driver to wait while you check your goods. If the packaging has been damaged it must be signed for as damaged. If the packaging is visibly damaged on arrival and you sign for the goods in good condition this may render your claim for replacement or reimbursement invalid.
  2. If your package is visibly damaged, you must take a video of the external packaging before unboxing and of the initial unboxing showing any damage to the product in situ within the packaging. It is important to include images of all internal damage to the packaging as well as the actual product damage. Photographs can also be included to support your claim, but you must have video footage of unboxing. Failure to provide video evidence may render your claim for replacement or reimbursement invalid.
  3. If there is no visible external damage to the packaging, but on unboxing the product you discover hidden damage, do not remove it any further from the packaging. Take a video of the product and internal packaging damage as soon as discovered and in situ within the packaging.
  4. Any damage must be reported via our online Damaged Goods on Arrival Form within 24hrs of receipt of the goods. You cannot report damage on arrival via email or phone call, our customer service team will simply direct you to the online form. To view our Damaged Goods on Arrival form click here.
  5. Video or photographs of a damaged product that has been completely removed from its packaging will not be accepted as evidence of transit damage. Once removed from the packaging we cannot accept liability for damage in transit. It is impossible to differentiate at this point between consumer damage and transit damage.
  6. We understand that accidents can happen when unboxing large products, if you accidentally damage your product, we would appreciate your honesty in the matter, and we will do our best to assist you in repairing or replacing at a minimum cost.

 

5.Lost goods

5.1 If you have not received your order within 7 days of receiving your shipping confirmation email please notify us, quoting the order number on your receipt. Your notification must be submitted in writing no later than 7 days after your expected delivery date to support@gostand.co.uk . Once we have located your shipment and its history, we will contact you to organise a fulfilment plan. Be advised that couriers may take up to 10 working days to locate a missing item.

5.2 We will only assist in a late delivery if you have not received your goods by the end of the 2nd working day after your expected delivery date. Occasionally couriers will experience a delay to their service or will part ship your order due to unforeseen circumstances which are beyond the control of both the courier and Gostand Limited. Couriers will typically complete a partial delivery the following working day. If you contact us regarding late delivery less than 2 working days after your estimated delivery date we will simply advise you to consult your tracking advice.

 

6.Liability

If the goods we deliver are not what you ordered 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 at support@gostand.co.uk within 7 working days of receipt of the goods in question or in the case of missing items within 7 working days of the expected date of delivery.

If the goods we deliver have been damaged in transit you must notify us within 24 hours of receipt of the goods via our online Damaged Goods on Arrival Form, to view this form click here.

 

Returns Policy

Our returns policy covers goods that are to be returned to Gostand Limited because the customer has ordered and the wrong item or no longer wants the goods they have received. The policy also covers any goods found to be defective within 30 days of purchase. For goods that have been damaged in transit please refer to our Damaged Goods on Receipt Policy. For faulty/defective goods after 30 days of purchase please refer to our Warranty Policy, to view our Warranty Policy click here.

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 Unwanted 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. We ask customers to take photographs of returned products and parcels before they are collected to prove the condition of goods before they were handed to the courier. 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 to us by completing the online goods return form in full on our website within 14 days of receipt of goods. To access the Goods Return Form click here. You must include photographic evidence of the condition of the goods before they are collected by the courier. Do not try to notify us of your request to return goods by email or phone call, our customer service team will simply direct you to the online form. If you fail to notify us of your intent to return an item within 14 days of receipt, Gostand Limited are under no liability to process a refund. It is the responsibility of the customer to pay for all shipping and costs incurred when returning unwanted goods. Should you wish, we can arrange collection of the goods, the cost of which will be agreed beforehand and deducted from your refund total. You must be present at the collection address given Mon-Fri 8am-6pm to hand over the goods. If you fail to do so or the goods are not ready for collection any refund will be deducted the cost of the 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 will only be approved once the goods are safely received at our warehouse and are checked for any damage or signs of use/assembly. Gostand Limited reserves the right to make a deduction for any missing components or instructions, signs of damage or assembly, or missing or damaged packaging. Refunds can only be issued via the original payment method 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 upon unboxing or within 30 days of purchase you must notify us of the issue as soon as possible and within 30 days of the date of purchase. For a desk order this notification must be via our online fault reporting form, for all other products notification must be made by email to support@gostand.co.uk. You must include photos and video evidence as this makes the diagnosis of any fault much quicker.

In the event of a clear case of defective goods a replacement will be offered, or a full refund will be given if within 30 days of purchase. We may need to inspect the product before any fault or defect can be confirmed. In this case the goods must be returned to us as per any standard goods return in as new condition with all original packaging. You must complete our online goods return form including photographic evidence of the condition and packaging of the goods. You are obligated to use our return shipment service. 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.

In some cases, we may agree to send spare parts before the original product is returned to us for inspection. A deposit must be paid in advance for spare parts. The refund of your deposit will be dependent on the condition of the product returned to us and if when inspected it is found to have a manufacturing flaw or defect.

If we do not find any defect or flaw in a returned product, but the product and packaging are in brand new condition and fit for resale you will be eligible for a refund minus the return shipping cost. If we do not find any defect, and the product has been returned in poor condition through customer misuse or damage in transit we will offer to rework or repair the product at your cost and ship it back to you. If the product is missing essential parts or components, is missing the original packaging, or is damaged beyond repair Gostand Limited reserve the right to refuse to accept the item as a return.

Our decision is binding and final.

If goods are defective in any way after 30 days of purchase this is a warranty issue and is covered by our warranty policy.

1.5 Goods that cannot be returned.

1.5.1 Bespoke Desk-tops. Bespoke items cannot be returned under any conditions. 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: 
a. Inserts
b. Cable ports 
c. Pre-drilling
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 Bespoke 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 its base SKU or:
b. We change the constituents of a base SKU to alter its 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 bespoke 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 its base SKU, then that item becomes bespoke and is not returnable. 

Bespoke items are created 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. Gostand Limited cannot be held liable for any selection error made by a customer when choosing options from the dropdown menus. It is the customers responsibility to check their bespoke order before completing the order.

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. 

1.5.4 Goods of the same SKU ordered over 20 in number cannot be cancelled unless a product sample has been ordered prior to placing the order for the full quantity.

1.5.5 Goods with a total order value of more than £2500 in value (ex. VAT) cannot be cancelled unless product samples have been ordered prior to placing the order for the full quantity.

End of Document

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Gostand UK Shipping and returns policy Issue 3 28-09-21

Summer Shutdown 2024

Gostand will be closed for our summer holidays from 3rd July to 15th July inclusive. During this time there will be no shipping of goods. Shipping has now stopped until 16th July when we will ship out orders received during shutdown. Apologies for any inconvenience caused.