Delivery information

Delivery information

COVID-19 UPDATE 02 March

Dear customers,

We have now suspended our operation for at least 3 weeks.  We have switched off the Checkout and Basket pages to prevent customers from purchasing.

We have done this for 2 main reasons, firstly to protect our staff and secondly because it has become almost impossible for us to receive stock from suppliers.

While we do have a member of staff working from home to answer emails, please bear in mind that we are not in the office and so some actions to resolve issues may take longer than normal.

We thank all of our customers for their patience and understanding.

Stay safe and well, we will update you as soon as we know when we may be able to start operating again.

Kindest regards

The THW Team

If you are unsure about any part of our delivery policy or have a specific deadline for your order to arrive please get in touch via the phone or email so we can help you with your order before you place it.

Dispatch Time

We do not hold a huge amount of stock and do NOT operate a live stock system.  The items that do not show a stock status are items we can sell as a retailer for those manufacturers.  It does not mean we have it in our warehouse ready to ship, and it is better to assume we do not have it in stock when ordering from us.  If you want something urgently please order from the READY TO SHIP SECTION ONLY, as those are items we do have in stock, or alternatively call us on 01373 827910.

If all your ordered items are in stock we will aim to dispatch your order within 24 working hours of receiving your order and will send email confirmation to let you know when it has left us via your chosen postage method.  If any of your ordered items are out of stock we will order them from our supplier at the earliest opportunity, this is usually on a Monday morning. The majority of orders from our suppliers arrive on Thursday or Friday of the same week and we will aim to ship it out to you within 24 hours of the supplier delivery arriving with us.

Postage Types and delivery times

Our basic flat rate postage is shipped using Royal Mail Second Class delivery or Airmail if it is going outside of the UK.  For orders over £120 in value we may choose to send your order by a Courier and a signature will be required.  The flat rate is applied per package up to a value of £300 and a maximum weight limit(see below).  If you would like your order shipped in multiple packages you will need to contact us to pay additional postage, and if your order is above £300 your flat rate postage charge will increase to our current courier rate for your region.

Please see below for additional postage options that are available:
UK Postage:
Royal Mail Second Class Post £4.00
Royal Mail Second Class Recorded £4.99
Royal Mail First Class Post £5.50
Royal Mail First Class Recorded £6.49
UK courier (DHL) – 1 to 2 working days delivery £8.99
Royal Mail Special Delivery Maximum weight limit of 2kg- 1 to 2 working days delivery £13.00

DHL Dangerous Goods.  This shipping option is only available for mainland UK addresses and is applicable to Aerosol Spray cans.

PLEASE NOTE products classed as dangerous goods cannot be shipped outside of England and Wales. If you place an order and are outside of those regions, we will refund you for the Aerosol and its relevant shipping, and dispatch the remainder of your order.
The shipping cost for these items is high because it is classified as a Dangerous Good and has shipping restrictions and additional costs.

EU Postage:

Royal Mail Airmail £14.99
Royal Mail International Tracked £20.99
EU courier – 4 to 7 working days delivery £29.99

Rest of the World – We are no longer able to take orders via our website outside of the EU.

Royal Mail First Class has a delivery guide of 1-3 working days. Royal Mail Second Class has a delivery guide of 3-5 working days. Recorded delivery, be it First Class or Second Class delivery, simply means a signature will be required on delivery. Royal Mail Airmail has a delivery guide of between 1 week and 3 weeks depending on your location.  International Tracked is insured for additional value and is fully tracked from the start to the end of its journey and has the same delivery guide as Airmail.

We use DHL for our main courier.  The delivery guide for this is next working day to 2 working days.  The longer period is for areas such as the Highlands and Islands of the UK.

If you require a service that is fully tracked you must either select the Courier or the International Tracked option.

We recommend that if you are placing a high value order with us that you select a courier service to avoid your order being lost or damaged in transit.

Weight limits

Our flat rates are so reasonable and our prices are so low that we cannot cover the additional cost of shipping for heavy orders.  In the UK the weight limit is 10kg, except Royal Mail Special Delivery which has a maximum weight limit of 2kg.  This is actually a really big order and we would ship this by a courier.  If we think your order is over 10kg we will let you know when we process your order what additional P&P we need to charge you.  For all International Orders there is a 2kg limit for the flat rate postage.  This is because Royal Mail has a single package weight limit for all international post of 2kg.  If we think your order is over 2kg we will let you know when we process your order what additional P&P we need to charge you.  For international orders we may offer 2 options, those being multiple packages with Royal Mail or a single package by courier.

There are some heavy items on our site where the postage option will default to a courier option once in your basket and the country is selected.  This is because these are over 3kg when boxed and so cannot be sent by Royal Mail.

All customers have the right to cancel orders at any time and at this stage of course you can still cancel, but we would simply ask that when placing your order please be aware if it is very heavy we may have to ask for more P&P.

If you are unsure about any part of our delivery policy or have a specific deadline for your order to arrive please get in touch via the phone or email so we can help you with your order before you place it.