Delivery & Returns
Shipping costs are an interesting topic among retailers; do you provide free shipping and add the cost of shipping to the product price or charge separately for shipping? We decided the fairest option was to charge for shipping, this way we can ensure that we only pass on the true cost of shipping and not profit from it.
We previously charged a flat rate of £5.99 on the website for everything and the other costs of shipping were buried in the product price. We have given our shipping costs a lot of thought, and have decided that going forward, we will be charging the actual cost of shipping and removing shipping costs from the price of the product.
We now charge the true cost of shipping that we are charged, and we do not incorporate extra costs in order to make profit. As a customer, you will only be paying for the cost of the product to be delivered to you, and the packaging in which it comes in to ensure your order gets delivered to you undamaged.
Our ethos is to encourage people to embrace sustainable living and reduce their environmental impact. In line with this, we use sustainable packaging with all the orders we send out. Everything is recyclable apart from the plastic wrap we use on plastic water butts and composters. We even use recyclable packing peanuts in order to keep your order safe and protected inside its recyclable box.
Other companies that give free shipping make up for it in the price of their products – meaning that it isn’t free. The more items you order, the more they profit from it as you would be paying a shipping cost for each individual product. We only charge the cost it takes to get the products to you. Free shipping doesn’t mean free.
We always aim to deliver your items as quickly as possible however, during festive periods including Christmas and Bank Holidays and for large/heavy goods, delivery may take longer. For orders with 10 or more items, a bespoke delivery cost will be given. Please note there may be additional delivery information specified on each product page.
Additional Product Information
Please note that due to popular demand and the brown treatment process that is applied, our wooden composters may take an additional 2-3 weeks to be delivered.
We use a number of couriers to deliver your products to you. These can include: Royal Mail, DPD and Tuffnells for larger items.
What if I am out?
We usually give our couriers permission to leave goods in a safe place if there is one, but it would be helpful if you could let us know specifically where we can leave it if you are out. You can use the “Special Instructions” box on the checkout page to do this when placing your order; e.g. “If I am out, leave it by the dustbins”. If you do not wish for it to be left, you can also let us know using the Special Instructions box. In these cases, our couriers will leave a card and you can either collect the delivery from them or arrange a redelivery day.
For additional security, orders may require a signature on delivery. If you are unable to be at home when the delivery is due, please add additional comments in the ‘Special Instructions’ box or if you have already placed your order, give our customer services a call and they will arrange new instructions for the courier.
We try to provide the best possible service. In the unusual circumstances that your order is not complete please notify us on 01462 429777 as soon as possible so that we may rectify the situation swiftly.
Click and Collect / Office Collection
If you live locally and you want to avoid paying a delivery charge, we can offer a collection from our office between 10:00am and 15:00pm Tuesday to Friday.
Please call our customer service team to discuss and process your order so our warehouse team have time to prepare your order before your make your way to our offices. Payments must be made prior to visiting our offices.
Please also note that some of our larger items may only be suitable for commercial vehicles.
Paying by Cheque
If you prefer to pay by cheque rather than placing an order through our website or via one of our customer service advisors please ensure you make the cheque payable to GM8 Group Ltd. We cannot accept any cheques made payable to Original Organics, Guttermate or any of our other 6 websites.
At GM8 Group Ltd we strive to only send you top quality products and will do our best to inspect everything carefully before it leaves us, to make sure it's in excellent condition. We also do our utmost to package and protect everything so that it doesn't get damaged on its way. However, if you do have a problem, please see the information below:
CONTACT CUSTOMER SERVICES
Please either phone 01462 429777 between 9:00am and 5:30pm Monday to Friday, or send an email to firstname.lastname@example.org.
You can also write to us to the following address:
GM8 Group Ltd
54 Wilbury Way,
Please include your post code, name and order number in all correspondence.
If you have received something you hadn't ordered then please contact us within 5 days, informing us of the problem and we will advise what to do.
Damaged of Defective Goods
Our couriers are generally very good but occasionally accidents do happen in transit and it is not realised until arrival. If you are in at the time of delivery, please check your goods before signing for them. If an item is damaged, please reject the delivery and give us a call on 01462 429777 so we can organise a replacement.
If a damaged item has been left whilst you were out, or a fault wasn’t noticed at the time of delivery, please notify us within 5 working days and we will advise what to do.
Under the distance selling regulations you have the legal right to cancel your order within 7 working days of receipt of your order. To cancel an order, please contact us using the details above informing us of the order you are cancelling If an order has been dispatched and the cancellation is due to the item no longer being required then it will be your responsibility to return the item to us. Only once the product has been returned to us in ‘as new’ condition with all the packaging intact will we refund the money owed. The original cost of delivery will not be refunded.
Return or Exchange
If for any reason you are not delighted with your purchase, you can return it unused and in its original packaging within 21 days for a full refund or replacement providing that the product is in a resellable condition. (The original cost of delivery will not be refunded.) Your statutory rights will not be affected. If you need to return an item please be aware that until we receive the good(s) you are returning, they are your responsibility. For the protection and peace of mind, we recommend you use a recorded delivery service to return items.
Goods must be returned at your cost (unless faulty or the incorrect goods were received). If the item has been damaged, used or is not returned in its original package, we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale.