Delivery Details

What is available to be delivered?

The vast majority of our 20,000+ products are available for home delivery straight to your door. There are some exceptions where the products are either too heavy or too bulky or where the Manufacturer restricts the online sale of their goods.

Do you deliver to me?

We offer home delivery to UK Mainland for all products, and depending upon the weight and size of the good(s) being ordered we also offer home delivery to the Highlands. Unfortunately we cannot accept orders for overseas delivery, this includes Northern Ireland

How much does Delivery cost?

Online orders over £75 receive Free delivery with orders of lesser value being charged at £6.95 inclusive of VAT where applicable

How long does delivery take?

Depending upon the weight and size of the good(s) being ordered we use either Royal Mail or Parcel Force to deliver your order to you. These are 48 hour services so please allow 3 working days for delivery from the time of placing your order.

Payment & Returns

Payment

We hope you enjoy the ease and convenience of shopping on our website Your confidence in our website and your internet security is really important to us. All online transactions are processed through Worldpay, we accept most major credit and debit cards as well as PayPal. All card payments are processed in line with PCI DSS industry security standards.

You can tell whether a page is secure as 'https' will replace the 'http' at the front of the site address in your browser address window. A small locked padlock will also appear in your browser.

To give you even more confidence in shopping online with us, our checkout process uses Verified by Visa, Mastercard® SecureCode™. These services enhance your existing card account against unauthorised use when you shop with us. To use these services, you must first register with the bank or other organisation that issued your card.

Returns

We hope you’ll be completely satisfied with your purchase from us. If, however, you would like to return goods purchased online then please read the instructions below.

Unwanted Goods

Unless faulty, goods purchased may only be returned provided:

• Proof of purchase is presented.
• The product must be unused, in its original packaging and in a resalable condition

We are unable to accept returns on certain types of goods, these being:

• Personalised or perishable goods

If you change your mind about goods purchased online you must notify us within 14 calendar days from the day after you receive the order from us of your wish to cancel all or part of your order. This must be done by emailing us at Countrystore@tincknells.com.

Once you've cancelled an order you then have a further 14 days for the goods to reach us. Enclosed with your order is a Returns Form, please complete this and return using the address provided. It is important that the returned goods are received by us in a resalable condition so please ensure the goods are appropriately packaged and it is advised that a tracked delivery service be used to avoid any complications in processing your return (the cost of the postage to return the goods is to be paid in full by the customer and will not be refunded).

Provided these conditions are met a refund will be made within 14 days of receipt of the goods. Alternatively, you may return the goods in person to either our Wells store or Congresbury store (you will need to bring your proof of purchase).

Faulty Goods

In the unlikely event that you receive faulty or damaged goods please email Countrystore@tincknells.com providing details of the purchase together with a description, and photographs if appropriate, of the fault/damage.

You will be contacted to arrange the return of the goods. There is no charge for the return of faulty goods.

Alternatively, you may return faulty goods in person to either our Wells store or Congresbury store (you will need to bring your proof of purchase).

YOUR CONSUMER RIGHTS ARE NOT AFFECTED

Click & Collect

How long before my items are available?

Your item(s) could be ready for collection within as little as 1 hour if during store opening hours, it all depends upon whether we have stock of the item at the store where you are wanting to collect from. We transport stock between our Congresbury and Wells stores twice a week on Tuesdays and Thursdays. At Checkout you will be advised when your item(s) will be available at your chosen store so you are able to decide whether you are able to wait or would perhaps like to travel to our other store to collect if you are in a hurry. Once you’re order is ready to be collected we will send you an email letting you know - please ensure you wait until you receive a confirmation email from us before travelling to the store.

How much does Click & Collect cost?

Click & Collect is a completely free service, we do not charge regardless of whether we need move the product from one store to another for you. You don’t pay for the order until you collect it from store, leaving you free to change your mind. We hope that this service makes things easier for you by ensuring your item(s) are where you want them when you want them.

What will I need to bring with me to collect my items?

When your Click & Collect order is placed you will receive an email with your order details, once you have been contacted by us, again by email, to let you know that your order is ready for collection please bring along your Click & Collect order confirmation email (on your phone or printed whichever suits you).

What if I wish to cancel my Click & Collect order?

If you do decide you no longer want the item(s) and you have not yet collected these from store, please either call or email us, please make sure you contact the same store where you had arranged your item(s) to be collected from – Wells 01749 683150 wellscc@tincknells.com or Congresbury 01934 832318 congcc@tincknells.com and quote your Order Number.