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Delivery


1. How does your delivery service work?



We allocate the courier we believe will deliver your order to you in the quickest time depending on the size and weight of your parcel.

If you are ordering for delivery outside of the UK, we suggest you have goods delivered to a work address rather than a home address, as our couriers only deliver between 9am and 5pm, and may require a signature on receipt.

You can review our delivery options in more detail so you choose the one that best suits what you need.

To enable us to provide you with the best possible delivery experience, we may pass on your contact details to our carrier partners. These details may allow them to provide you with delivery updates via SMS (Text) and or E-mail.


2. How will I know my when my order has been dispatched?



Once your order has been dispatched from our warehouse, you'll be sent an email advising you that it's on its way to you.

Please note that some deliveries outside of the UK will be sent via an international postal service where parcel tracking is unavailable. If your parcel has been sent via an international postal service, you will have been notified in your Dispatch Confirmation email.

If you any questions related to tracking your order please contact us and we’ll be happy to help.


3. What if my order has still not arrived?



If your order has not arrived by the estimated delivery date, we're here to help. Before getting in contact with us, have you tried:

  • Signing into your account to check we have the correct delivery address for your order and your contact details are up to date.
  • Checking if you have a text message, email or attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery.
  • Checking with your neighbours to see if they have accepted the parcel on your behalf.
  • Looking in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.

If you still can't find your parcel, please email us at support@simonandsimononline.com and quote your order number. We'll reply within four hours and do our best to locate your parcel straightaway. If it cannot be found, we will arrange a replacement or refund for you.


4. Have you received a faulty item?



We want to sort out any issues with faulty items straightaway.

As soon as you discover a fault, please contact us with the order number, the faulty item's name and number, and a description of the fault.

We’ll get back to you within 4 hours and send you a replacement item as quickly as we can.


5. I have received an incorrect item in my order



We want to sort out any issues with incorrect items straightaway.

Please contact us with the order number and the incorrect item's name and number. We'll get back to you within 4 hours and try to resolve it for you as quickly as we can.


6. An item is missing from my order



  • We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
  • If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.
  • If an item is missing, please contact us with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

7. What happens after my order is placed?

  • Your parcel will arrive within 4 working days (excluding weekends) after you place your order
  • Your order may arrive anytime between 7am and 9pm and a signature may be required on receipt of your parcel.
  • If you're not in when your parcel arrives, a card will be left telling you where it is.
  • It might be left and there’ll be details on how to pick up your order or rearrange delivery.
  • Deliveries are not made on bank holidays, so you can expect your order to arrive the next working day.


The following guidelines for standard delivery (which may vary from time to time) apply:

  • Orders placed by 6pm Mon to Fri will be delivered within 3 working days
  • Orders placed after 6pm Mon to Fri will be delivered within 4 working days
  • Orders placed after 6pm Fri & before 4pm Sun will be delivered by the following Wednesday
  • Orders placed after 4pm Sunday will be delivered by the following Thursday


The following guidelines for next day delivery (which may vary from time to time) apply:

  • Next day delivery cut off time is 12pm (next day delivery excludes weekends)
  • Orders placed by 12pm Mon to Fri will be delivered the next working day
  • Orders placed after 12pm Mon to Fri will be delivered within 2 working days
  • Orders placed after 12pm Fri & before 4pm Sun will be delivered by the following Tuesday
  • Orders placed after 12pm Sunday will be delivered by the following Wednesday
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