Delivery & Returns FAQ

When your order is dispatched, you will receive a confirmation email containing a tracking reference and a link to the courier’s website. This will allow you to check the status of your delivery and view any updates provided by the courier.

We use tracked services for all shipments, except for pallet deliveries, which cannot be tracked.

Once shipped, items are handled by the courier. If your delivery is delayed, we recommend checking the tracking information provided in your dispatch email. This will give you the most accurate and up-to-date information about your parcel’s status.

While we do our best to assist with any delivery issues, delays are sometimes beyond our control. Please note, we cannot accept liability for any costs resulting from delivery delays, such as compensation for lost work or hire charges.

Important: We strongly advise against scheduling or starting work until you have received your goods.

We aim to provide fast and reliable delivery for all orders. Below is an overview of our standard delivery services:

Dispatch Times:

• Packages: Same-day dispatch for orders placed by 2 pm, Monday–Friday.
• Pallets: Same-day dispatch for orders placed by 11 am, Monday–Friday.
• Weekend Orders: Dispatched the following Monday, or Tuesday if there is a bank holiday.

Shipping Times: Standard delivery to mainland UK takes 1–3 working days.

Additional Charges:

• Remote areas (e.g., Highlands and Islands) incur extra delivery fees.
• International destinations, including Northern Ireland and the Republic of Ireland, also have additional charges.
• Express delivery options are available at checkout for an extra fee.

We use trusted couriers such as Royal Mail, DPD Local, ParcelForce, DX Freight, and Edge/Palletline. You will receive confirmation of your courier in your dispatch email, along with tracking details.

• Royal Mail: Fully tracked with GPS locators in some cases. Items may be left with neighbours or in a safe place. If your item is marked as delivered but hasn’t arrived, please allow an extra day for the system to update.
• DPD Local: Fully tracked with a 1-hour delivery window. You can amend delivery details on their website.
• DX Freight: Provides tracking updates but no real-time tracking or specific delivery times.
• Edge/Palletline: Pallet deliveries are not trackable. These are curbside-only deliveries and cannot be brought onto your property.

Special Delivery Requests: If you have specific instructions for delivery (e.g., a safe place or restricted access), we will pass them on to the courier. However, it is up to the delivery person’s discretion whether these instructions are followed.

If your items arrive damaged, please contact us within 48 hours of receiving your order. We will require the following information to investigate:

• Clear photos of the damaged item.
• Photos of the packaging.
• A description of the damage.

If the damage is noticed during delivery, let the courier know immediately so they can log it in their system. For significant damage, you may refuse the delivery and state “damaged” as the reason.

If an item is missing from your order, notify us within 48 hours of receiving the delivery. Please include:

• Images of the items you received.
• Photos of the packaging.

Make sure to inspect all packaging and wrapping thoroughly before disposal, as small items can sometimes be hidden within larger parcels. Some orders may arrive in multiple shipments, as indicated in your tracking details.

If your item hasn’t arrived, use the tracking details in your dispatch email to check the courier’s website for updates.

If the courier cannot resolve the issue, report the problem to us within 10 working days of the dispatch date. Claims submitted after this period cannot be investigated due to courier policies.

For suspected theft, we may request a crime reference number to escalate the investigation. Report theft here.

We offer a 30-day returns policy for unused items in their original condition and packaging. To return an item:

1. Contact us at sales@ecotradecounter.co.uk, providing your order number and reason for return.
2. We will issue a returns note, which must accompany the item.
3. Package the item securely and arrange return shipping with a courier of your choice.

Return Address:

Crystal House – Warehouse Entrance
28-29 Wheatland Business Park
Wallasey, Wirral, CH44 7ER

Please ensure items are packaged securely. Any items damaged during return transit may not qualify for a refund. Return shipping costs are the responsibility of the customer.

Pallet deliveries are curbside-only and require clear, level access for unloading. Pump trucks cannot navigate rough terrain, kerbs, or driveways.

If your property has access restrictions (e.g., narrow roads), notify us before dispatch. Smaller vehicles (7.5-tonne) may be requested, though availability is limited.

Re-delivery charges may apply if a delivery fails due to access issues or if no one is available to receive the pallet. Alternatively, you may arrange to collect the pallet from the courier’s local depot.

You are welcome to collect your order from our warehouse. Note this preference on your order, and we will contact you to arrange a convenient time.

Collection Address:

Crystal House
28-29 Wheatland Business Park
Wallasey, Wirral, CH44 7ER

How Can I Get to You?

• Postcode: CH44 7ER – Crystal House.
• Directions:
• 3.6 km from the M53 via Dock Road.
• 1.5 km from the Kingsway Tunnel (Wallasey Tunnel).
• 2.5 km from the Queensway Tunnel (Birkenhead Tunnel).
• 4.4 km from Liverpool city center.
• Nearest train station: Hamilton Square (2 km).
• Bus service: Route 409 (Wallasey Village to Birkenhead).
• What3Words location: Direct.Cubes.Blues.

For complaints, contact us by:

Email: sales@ecotradecounter.co.uk

Post: Crystal House, 28-29 Wheatland Business Park, Wallasey, Wirral, CH44 7ER

We aim to respond within 60 calendar days of receiving your complaint.