Shipping policy
2. Delivery and Shipping
2.1 Delivery Information and Estimates
We aim to make delivery as straightforward as possible. Estimated lead times are shown on individual product pages, quotations or order information, with available delivery options normally shown at checkout.
Delivery dates and times are estimates unless expressly agreed otherwise in writing. Lead times may vary due to production, carrier, transport, customs or other delays.
2.2 Kerbside Delivery
Unless otherwise expressly agreed, deliveries are kerbside only.
Carriers are not responsible for moving equipment inside premises, positioning equipment, negotiating steps or restricted entrances, unpacking equipment or carrying out installation.
The customer is responsible for making suitable arrangements to move equipment from the kerbside delivery point into its final position.
2.3 Access
Pallet deliveries are normally made using large commercial vehicles.
The customer is responsible for ensuring that there is suitable vehicle access and a safe, firm and reasonably accessible unloading point.
If access is restricted, unsuitable for a large commercial vehicle or subject to any unusual requirements, the customer must contact us before ordering or as soon as possible before dispatch.
2.4 Installation and Delivery Beyond Kerbside
Installation, positioning or delivery beyond kerbside is not included unless expressly agreed.
If installation or additional handling is required, customers should complete our installation enquiry form at:
https://www.pizzasolutions.co.uk/pages/equipment-installation
Installation or specialist delivery services may be subject to additional charges.
2.5 Timed Deliveries
Standard carrier services do not normally guarantee a specific delivery time.
If a timed or specific delivery service is required, this must be agreed before dispatch. Additional charges may apply.
In-Stock Equipment
2.6 In-Stock Delivery
Next-working-day delivery is usually available for in-stock equipment, subject to the applicable order cut-off time, warehouse location and carrier availability.
Goods are held across several warehouses, so dispatch cut-off times may vary. Available delivery services will normally be shown at checkout.
Deliveries normally take place Monday to Friday between approximately 9am and 6pm.
The customer must ensure that someone is available to receive the goods and that the telephone number provided with the order can be answered if the driver needs to make contact.
2.7 Order Changes and Cancellations
Customers should contact us as soon as possible if an order needs to be amended or cancelled.
Much of our order processing and fulfilment is automated and orders may be processed or dispatched shortly after being placed. We cannot guarantee that an order can be amended or cancelled once processing has begun.
Where goods have already been dispatched, diverted or committed to transport, reasonable additional transport, handling or administration costs resulting from a requested change may be chargeable.
Back-Ordered and Factory-Ordered Equipment
2.8 Lead Times
Estimated lead times for back-ordered or factory-ordered equipment are shown on the relevant product page, quotation or order information.
Lead times are estimates and may change due to manufacturing, production, availability or transport delays.
2.9 Direct Factory Delivery
Large equipment, including ovens and professional mixers, may be delivered directly from the manufacturer to the customer's delivery address or routed through our UK warehouse using a B2B pallet network.
Once goods have been dispatched from the manufacturer, delivery will typically take approximately 5 to 10 working days, although this may vary.
Pallet deliveries normally take place Monday to Friday between approximately 8am and 6pm.
2.10 Customer Not Ready for Delivery
If a customer is not ready to accept delivery when factory-ordered goods are due to be dispatched, they must contact us as soon as possible.
Where reasonably practicable, we may arrange for the goods to be diverted to or received at our York warehouse and held until the customer is ready.
Additional transport, diversion, handling, storage or redelivery costs resulting from a customer's request to delay delivery may be charged to the customer.
Diversion cannot be guaranteed once goods are in transit.
Failed Deliveries
2.11 Customer Delivery Information
The customer is responsible for providing an accurate delivery address, telephone number, contact details and any relevant information concerning site access.
2.12 Failed Delivery and Redelivery Charges
Reasonable additional charges may be passed on to the customer where a delivery fails or additional transport is required because:
- nobody is available to receive the goods;
- the driver is unable to contact the customer or nominated recipient;
- the delivery address or contact information supplied is incorrect or incomplete;
- vehicle access is restricted or unsuitable and we were not informed in advance;
- the customer refuses or is unable to accept delivery;
- the delivery location is unsafe or unsuitable for unloading; or
- a further delivery attempt, diversion or redelivery is required for reasons outside the reasonable control of Pizza Solutions or the carrier.
International and Island Deliveries
2.13 VAT, Duties and Import Charges
Where applicable, qualifying UK export orders may be supplied without UK VAT.
The customer is responsible for any applicable import VAT, duties, local taxes, customs charges, clearance fees and other charges imposed in the destination country or territory.
2.14 International Shipping Terms
Unless otherwise expressly agreed, international shipments are supplied DAP (Delivered At Place).
The customer is responsible for import clearance and associated charges where applicable.
2.15 Estimated International Delivery Times
Estimated transit times are generally:
- Ireland and Northern Ireland: approximately 5 working days or more.
- Jersey, Guernsey and other islands: approximately 5 to 15 working days.
These are estimates only. Customs, ferry, carrier or local delivery arrangements may result in additional delays.
Delayed and Missing Shipments
2.16 Delivery Delays
Delivery dates and times are estimates unless expressly agreed otherwise in writing.
Delays can occasionally occur due to carriers, manufacturing, transport, customs, weather, access issues or other circumstances outside our reasonable control.
2.17 Missing Shipments
If a shipment is significantly delayed or cannot be located, we will investigate the matter with the carrier.
Customers should notify us as soon as possible if goods have not arrived when expected so that an investigation can be started.
As a general carrier claims procedure, shipments may be treated as potentially lost after approximately 30 days within the UK or 60 days for international shipments, subject to the relevant carrier's investigation and claims process.
These periods do not prevent a customer from reporting a missing shipment earlier.
2.18 Reporting Delivery Problems
Missing goods, delivery problems or other shipping issues should be reported to info@pizzasolutions.co.uk as soon as possible.
Customers with unusual delivery requirements, restricted access or questions regarding delivery should contact us before ordering.