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Direct-from-Supplier Delivery Policy

Issue Date: 01/10/25

1. How It Works

Some of our larger or specialist items are shipped directly from the supplier’s warehouse to your door.
This means you get a wider product range and, often, faster delivery—without items having to pass through our Bourne store first.

2. After You Order

  • Once you place an order, we immediately pass the details to the supplier for dispatch.
  • You’ll receive an order confirmation from us, and, where available, tracking details from the supplier or courier.

3. Delivery Times

  • Estimated delivery windows are shown on product pages and confirmed in your order email.
  • We work closely with suppliers to meet these times, but courier delays, stock levels, or public holidays may occasionally cause changes.
  • If anything affects your order, we’ll keep you updated.

4. Delivery Costs

  • Any delivery charges for direct-from-supplier items are clearly displayed at checkout.

5. On the Day

  • Deliveries are usually made Monday to Friday during normal working hours.
  • Larger items may be delivered kerbside, so please ensure there’s safe access for vans or lorries.
  • An adult (18+) must be available to sign for delivery.

6. Age-Restricted Items

If your order contains aerosol spray paints, knives, solvents, or other age-restricted items, our couriers are required to:

  • Request valid photo ID (passport, UK driving licence, or PASS-accredited card).
  • Refuse delivery of those items if suitable ID is not provided.
    We may cancel that part of the order if age verification isn’t possible.

7. Missed Deliveries

  • If no one is home, the courier will leave a card or email with re-delivery instructions.
  • Please follow these instructions promptly to avoid extra charges or delays.

8. Damaged or Missing Items

  • Please inform us within 48 hours if your order arrives damaged, faulty, or with items missing. This helps us resolve the issue quickly with our suppliers.
  • Under the Consumer Rights Act 2015, you also have 30 days to reject faulty goods and claim a full refund.

9. Returns

  • Direct-from-supplier items follow the same 48-hour return request window as our general Returns & Refunds Policy.
  • Some items (for example, custom-mixed paints or made-to-order products) cannot be returned unless faulty. Others may be subject to restocking fees, which are clearly stated on the product page.

Need a Hand?

If you have any questions about your delivery or need assistance with a supplier-shipped order, please get in touch:

Stringers Home Decorating Centre
Unit 1, Manning Road, Bourne, Lincolnshire, PE10 9HW
Email: support@stringersdiy.com

We’re always happy to help.