WHAT ARE YOUR DELIVERY TIMES?
UK Standard Shipping is between 2 and 3 business days from completion of manufacturing items. Most of our items, including pallets, are delivered within two days of the item being shipped, at the time of writing pallets are not fully trackable.
International Shipping is between 3 and 30 business days depending on location. Certain International shipments can take up to 50 business days depending on the shipping method (air, sea or road freight and carrier). During peak or sale periods, orders may take longer to process.
Deliveries are carried out by a third party company and drop offs are kerbside only and you will be required to unpack and remove the pallet. Please ensure you have the means to install your goods at your required location. Kustom Strength can offer installations services if required. Please contact us for a quote.
Shipping Rules and Restrictions Orders are shipped on business days only.
Business days are Monday to Friday (Saturday no shipping), excluding national holidays in the UK. If you would prefer a weekend delivery slot please contact us in advance of placing an order as this will incur an additional cost.
We cannot deliver to PO boxes.
All deliveries must be signed for upon receipt and checked for damage prior to signature. Please ensure you make the couriers aware by signing for the item as damaged if any is visible.
If the courier refuses to wait please sign for the goods as damaged
This is to ensure that any damage issues caused by the carrier can be rectified without them denying responsibility.
Please call our Customer Service team on +44 1934 257061 if you have any questions.
Due to logistical difficulties in making deliveries to certain remote areas, we reserve our right to cancel your order and/or make such order subject to additional terms and conditions (including without limitation to requiring such orders to be conditional upon a minimum value of products being ordered in a single transaction).
Our Customer Service team will notify you of cancellation and/or such conditions as soon as reasonably practicable after you place your order.
WHAT ARE MY INTERNATIONAL SHIPPING CHARGES?
Shipping costs to all countries outside of the UK are dependent upon the following factors:
- Destination of shipment
- Size and weight of item/s to be shipped
- Form of shipping (i.e. air or sea freight)
When importing goods from the UK, you may also be liable for local duty and tax charges upon receipt of your shipment.
These are costs which are outside of Kustom Strength’s control and are determined by your country’s government body.
We recommend you contact your local tax office to seek further advice and information before placing an order with us.
CAN I USE A DIFFERENT ADDRESS TO MY BILLING ADDRESS?
Unfortunately not unless identification is provided showing you living at the billing address.
The only address we are able to ship to is to that of the registered cardholder. This is due to the risk fraudulent activity and in order to safeguard customers details and protect our own interests.
Any purchase made can only be shipped to the registered cardholder address unless proof of residency at an alternate address can be provided through a bill dated within the last 14 days prior to the transaction date.
HOW LONG AFTER I RECEIVE MY SHIPMENT CONFIRMATION WILL I BE ABLE TO TRACK MY PARCEL ORDER?
Depending on the order destination and type of shipment you should receive a tracking number or confirmation email. This usually happens within 24 hours of the confirmation email
If you don’t receive any tracking number please email us at [email protected] and we can see if that facility is available with our chosen carrier.
WHAT IS YOUR RETURNS POLICY?
We are able to offer returns on stock items up to 14 days after receipt provided there is no damage and the product has not been used. The customer would be responsible for return shipping costs.
Items that are custom made to order in custom frame colours etc. cannot be refunded unless they are proven to be faulty. Items that are modified from their original design cannot be refunded unless proven to be faulty.
If, upon receipt of returned goods, items are inspected and found to have been used and/or damaged you will be charged to rectify goods back to their original ‘as new’ condition.
WILL YOU REFUND MY SHIPPING COSTS IF I RETURN MY ORDER?
If the order is rejected for any other reason other than it being faulty and/or damaged then return shipping costs will not be refunded.
WHAT IF I HAVE ANY OTHER QUESTIONS?
If you have a question which is not covered in our FAQs, we recommend you contact our friendly customer service team on +44 1934 257061 or email us at [email protected]