Shipping and Returns
Shipping charges are calculated at checkout. We use DHL to ship our goods*.
All orders placed before 13:00 will be dispatched on the same day.
Our website does its best to calculate shipping costs but occasionally it makes errors and additional shipping may be required. We will contact you if this is the case.
In the event that you receive a very high shipping cost in the cart / you receive a message to say ‘no shipping options available’, please get in touch with us for a shipping quote.
*This excludes bulky items.
Our website will automatically charge VAT.
The customer is responsible for any additional duties, charges and import taxes.
If you are a VAT registered business in the EU, please get in touch with us prior to ordering. This is so we can check your credentials and apply 0 VAT to your account if this is applicable.
Delivery times are calculated in working days and will be shown at checkout – i.e. Monday to Friday inclusive (but excluding Bank Holidays). If you order after midday, please calculate your delivery time as if your order had been placed the following working day.
IMPORTANT: We do everything we can to meet the delivery times shown at checkout. However, occasionally delivery times may be affected by factors beyond our control. Therefore, they cannot be guaranteed. We will inform you if we become aware of an unexpected delay nevertheless all goods will be delivered within 60 days.
Tracking Your Order
You can contact us by phone or email to track your order process at any time.
You will also receive a tracking link via email after your order has been shipped.
Missing, Damaged or Incorrect Orders
We try very hard to ensure that you receive your order in pristine condition. If you do not receive all your products please call or e-mail to confirm they have been dispatched. All damaged goods must be notified to Transporter HQ Europe as close to the time you received the goods as possible, but within 5 days when you have received your order. Carefully check the products upon receipt before mounting. If the products have been assembled, the right to a refund or a new product for replacement lapses.
In the unlikely event your goods arrive damaged, clear photographs of the packaging, damage to the packaging, internal packing materials and damaged product must be provided to be entitled to a refund or replacement. We require these, so we can make a claim with the courier.
If your delivery is not completed due to any of the following reasons and the goods are returned to us, your refund will be less any costs incurred in the process of returning the product to us. We will not process the refund until the product is physically back with us.
- Not being available at the time of delivery to receive the goods
- Failed tax or duty payment / communication
- Providing us with an incorrect address or any other incorrect contact information
- Any other reason that is deemed the fault of the customer
Transporter HQ Europe have a 14 day shipping and returns policy. If you are unlucky enough to have a faulty product please contact us by email: [email protected] quoting your order number and we will do our best to resolve any issues as quickly as possible.
If you contact us to make a return we will give you a return number to write on the package to help us process your return most efficiently.
Your returned item must be in the original packaging and in a saleable condition for a full refund.