DELIVERY CHARGES:

Delivery times :

All orders are processed and delivered within 5 working days of full payment.  We use reputable courier services around the UK with door to door delivery.   All orders must be signed for.
 
Please ensure that you put a correct phone number on your order.  This is for the couriers use only, should they have problems finding your address.  Please Note : For your own privacy, we shall not use your phone number or any information given, for any purpose, other than delivery of this order, or payment query.

Please ensure that you put your full address on the order form - part addresses will result in problems during delivery. If you have any further delivery instructions or directions (If the property is hard to find for instance) - please put these in the special instructions section on the order form.

Signatures are only accepted from the householder.  We will not accept signatures from people outside the house, i.e. fixing a car or standing outside the gate!!!   Our couriers are well within their rights to refuse to deliver an item if they feel suspicious of circumstances.
 
If you would like your order leaving in a secure place without requiring a signature, we shall need full details on the order, however, please be aware that SimplyUnderlay.net cannot be held responsible for items that go missing if you choose this option.
 
On the day of delivery, if there is no one in at your designated delivery address to accept the order, then the courier will leave a card with clear instructions how to contact them for another delivery spot - they will then take the rug back to the local depot.  

Depending on the area, we may use Parcelforce who leave items at local Post Offices for collection (depending on the size).  If this occurs, they will leave you a card explaining their actions. 

Please note if our couriers are not contacted by the end of Day Three after leaving a card, the order will be returned to SimplyUnderlay.net and you will be charged with the return delivery cost. 
 
If you expect to be away on business or on holiday during this period, please advise us when it will be possible to deliver your order and we can delay delivery.   

 
IMPORTANT NOTICE - FRAUDULENT PAYMENTS.

Simplyunderlay.net take a very high stance against the fraudulent use of payment methods including credit and debit cards.  If we feel that any order/payment has been made fraudulently, we reserve the right to delay, or refuse to process, delivery of the order. 

We will do this in the case of any payment made where :

a. The payment address is different to the customer address

b. In any case where we feel the order is suspicious.

We do not deliver to a different address to the credit card address without prior arrangement.
 
We apologise to any customer who places a legitimate order and for any inconvenience caused, however, it is essential that security steps are taken wherever we feel necessary to safeguard customers identities, details, payments and our products.
 

MISSING ORDERS
 
All orders are insured, and should your order, for an unforeseeable reason, not be received and be classed as missing by the courier (usually within 7 working days)  a new one will be dispatched at no extra cost to the customer. 

If you have not received your order after 5 working days, please contact us on 01924 460638 with your order number and surname.  We will then chase up the consignment for you.
 

Is VAT included?
 
Yes, VAT is included in the cost of your order.   We keep delivery charges as a separate charge (if applicable) so that you can see the true cost of your order.  (See Delivery Charges and exceptions below)
 
Even with our delivery charge on top, we are consistantly cheaper than other suppliers who indicate that they are delivering 'for free'.
 
How can I pay?

Payment by Paypal, visa, master card, maestro, switch, or solo.

If you choose to pay by cheque, we will need up to six working days after receipt of the cheque, for bank clearance before we can process your order. We accept postal orders, and once these have been received, we will then despatch your order.
 

Stock Control

The website is usually up to date and clearly shows when an item is out of stock, however, we will inform you by e.mail within 1 working days if your order is out of stock, or if there is a problem, and you can choose whether or not to proceed with your order. We will not clear your payment first before informing you if your order is out of stock.
 

 
RETURNS POLICY

We know that you will be pleased with your purchases from SimplyUnderlay.net. However, there may be occasions when you will need to return items to us.
 
 
Items Damaged in Transit

If any items were damaged in transit, we ask that you report it to us within 5 working days. If the items are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.

Items Faulty on Arrival

If your items are faulty on arrival, you have 5 calendar days in which to inform us of the fault. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.

Items Faulty in Warranty Period

If any of your purchases develop a fault, and it's more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly.

If you simply change your mind
 
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 7 days of receipt. The item must not be used and must be 'as new' when returned to us. Once you've informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received at SimplyRugs.net, we'll issue a full refund for the product (not including the original delivery charge or the return charge) via your original payment method if at all possible. (This does not include credit/debit card payments - see Refunds below)
 
Please note this policy has some limitations and does not apply to business customers.
 
REFUNDS
 
If you have paid by mastercard, visa, maestro etc., then we will have to reimburse you with either a cheque or a paypal payment as it is impossible to refund without an actual card. SimplyUnderlay.net do not keep your payment details on record as part of our Privacy/Security Agreement, once the order has been processed.

In the unlikely event of you requiring a refund, please specify which method of refund you would prefer as soon as possible so that we can refund you without delay.
 
Paypal is the swiftest method of repayment, but please note that Paypal will take their usual charges from your account for this. simplyrugs.net are only able to refund your account with the exact amount of the refund and are not accountable for your own charges from Paypal to your personal bank accounts.
 
Alternatively, a cheque will be issued and can take up to 5 working days from receipt of the returned item.
 
Please note : We do not accept returns or make refunds on any item purchased from our X Stock, or shop soiled clearance section. The items are sold at a massive reduction and as such are sold as stock as seen/read online.