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Frequently Asked Questions

When you place your order we'll send you an email confirming that the order has been placed and the items you've ordered. When your order has been dispatched from our warehouse, we'll send you a second email to confirm this. If you don't receive an email within 4 working days, please get in touch with us at orders@shbc.email quoting your order number.

Most orders processed before 12pm are sent for next working day delivery. Delivery costs are based on weight and are quoted ex VAT.

  • APC 1KG Bag - £7.50
  • APC 5KG Bag - £8.50
  • APC Parcel - £12.50
  • TNT - £25
  • Large Items TNT - £50
  • What if no shipping option is offered?

    Certain postcodes fall outside of standard shipping. If your postcode falls into one of these categories then please contact our team via email or call on 01405 862320 and we can advise you of your options.

    Can I collect my order?

    Yes, we are open Monday to Thursday 9am to 5pm and Friday 9am to 4pm. Cash on collection or card payment welcome. Please note, we do not accept cheques

    International Delivery

    We can ship internationally to certain countries. Please contact us to discuss requirements.

    Do I need to set up an account with you?

    Setting up an account is really easy and only takes a few minutes. You'll need to give us your name and address details and then create a password, which you can use to access your account at a later date. With an account you can check the progress of an order, change your details and save your payment details, which will speed things up the next time you order. Alternatively, if you'd prefer not to create an account, you can select 'Continue as guest' instead. You'll still need to enter your name, address, email and payment information. You won't be able to track your order if you select this option though.

    How do I change and check my details?

    By logging in to your account using your email address and password, you will be able to access your account details. You will also have the option to modify your delivery addresses stored against your account but unfortunately, we aren't able to change the delivery address on an active order, so please ensure you select the right details.

    I've forgotten my password.

    No problem – all you need to do is grab a password reminder. You can find this at the 'Login/My Account' section of the site. Simply click on the 'Forgotten your password?' link and we'll email it over to you.    

    What payment methods do you accept?

    All major credit cards and Paypal

    Can I add to an existing order?

    Unfortunately, we can’t add to orders, but if you place another order within a few hours of your original order, then email our Customer Service team, they will be happy to refund you one of the postage charges once you receive your order. Please note that they will need your payment details.

    Can I cancel/change my order online?

    Unfortunately, our website does not currently allow you to change or cancel anything yourself. We are also unable to edit an order once it has been placed. If you need help with this, please email our Customer Service team who will try their best to resolve the situation for you - but we may have to ask you to wait for the order to be delivered for it then to be returned to us.

    When will I be charged?

    Payment is taken at the point of ordering. If for any reason your item is not dispatched we will ensure you are refunded within 3-5 working days.

    Can I order over the phone?

    Yes. Please call 01405 862320 and one of our team will be happy to assist you.

    How will I know my order has been successful?

    Once your order's gone through, you should receive an email with an order number. If you don't receive an email, just double check that you've spelled your email address correctly - it's also worth checking your junk mail. If you've checked and you're still unsure, please email our Customer Service Centre who will be happy to look into this for you.        

    How do I return unwanted items?

    Purchases made from 1st May 2021 onwards are subject to our standard 30 day returns policy.

    All returns should be sent to the following address:

    Unit 1
    The Former Waterworks
    Wand Lane
    Hensall
    Nr Goole
    East Riding of Yorkshire
    DN14 0RJ

    Please ensure you put your invoice number in with any returns in order for us to be able to process your refund effectively.

    Unwanted returns are sent at buyers expense and MUST be in saleable condition on return.

    When will I receive my refund?

    Refunds may take up to 14 days to arrive - please be assured the team are working as quickly as possible. If you haven't heard from us within that time, please email the Customer Service Centre with a copy of your proof of postage and they'll look after everything for you.

     

    Our aim is for all of our customers to love everything we do. In the unlikely event this is not the case we want to know about it as soon as possible so that we can put it right for you and ensure that it doesn’t happen again. For any other complaints we advise that you contact our Customer Service Centre where we will be happy to assist you immediately and resolve any problems you may have experienced. We aim to resolve all complaints within 7 working days unless there are extenuating circumstances.
    Yes, certain pods that we produce can be modified in both height, width and in some circumstances length. Please call to discuss any requirements you may have
    Yes we do. Please contact us to discuss any requirements you have and we can arrange a quote.