Frequently asked questions
At Gopak, we strive to ensure that you are always delighted with your buying experience. Hopefully, the Frequently Asked Questions below will answer any queries you may have prior to ordering from us. If you require any further information or clarification, please call our sales office on 01303 265751.
What is the cost of delivery?
Delivery is FREE OF CHARGE to the UK Mainland, with the exception of Highlands and Islands. Deliveries to postcodes IV,KW, PH will incur a small charge of £25.00 plus VAT per consignment. Deliveries to the Isle of Wight will be charged at £10.00 per consignment.
If you require products to be delivered offshore, we can arrange this on your behalf and can provide a quotation on request.
For deliveries made by our appointed suppliers, an estimated delivery date will be included on your Order Confirmation and our partners will contact you nearer the time, to agree on a specific date for delivery.
How long will delivery take?
The majority of Gopak products are made to order and delivery will typically be made within 30 days of receipt of your order. However, delivery will often be faster than this, and we aim to despatch most orders within 10 days. Once your order is placed, we will contact you to arrange to despatch your goods so that they are delivered at your convenience. If you do have a specific date in mind, please add this to the ‘Order Notes’ when completing your order and we will endeavour to meet your request.
How is delivery made?
Delivery of items despatched from our premises is made by our appointed courier, on the specific day detailed on your Order Confirmation which will be sent to you via e-mail. Deliveries will be made between the times of 8am to 6.00pm. A signature will be required when the delivery is made unless otherwise advised.
For deliveries made by our appointed suppliers, an estimated delivery date will be included on your Order Confirmation and our partners will contact you nearer the time, to agree on a specific date for delivery.
What do I do if I receive a damaged item?
Please inspect your products and report any damage in transit within 48 hours of receipt. We will then arrange to collect and replace the goods at no cost to you.
What do I do if I order the wrong goods or no longer require the goods?
As a Consumer, you have the right to cancel and return an order at any time within 14 days of receipt of goods (‘the cooling-off period’). In these circumstances, please inform us of your requirements, immediately, in writing. The products must be returned in their original condition and must be returned within 14 days at your cost and risk. If you are unable to return the goods in their original packaging, you must ensure that they are adequately protected, so that they do not get damaged when returned. Please note that should products be returned damaged, this may reduce the value of any refund due. We can help with the arrangements for collecting unwanted products.
After this 14 day ‘cooling-off period’ and up to 30 days from receipt of order, you may still request to return unwanted items. In these circumstances we will review the situation on a case by case basis and will either:
• Arrange to collect the goods and levy a handling charge
• Rectify any simple issues with the order and return at your cost (for example amending a table height)
• Decline the request to return the goods
• Returned goods must be in their original condition. Unfortunately, we are unable to accept cancellations of trolleys that have been assembled, upholstered products and bespoke items.
Please Note: Cancellations and return arrangements only apply to consumer customers and we will not accept returns of products from business customers unless this relates to non-compliance with our product warranty regarding satisfactory quality and fitness for purpose.
What are the costs of Handling Charges?
Handling Charges are levied on the return of unwanted goods to cover the cost of collection, repackaging, storage and administration. These charges are applied to the value of the order after discounts to which VAT is then added.
Net value of order under £500: 50% handling charge (minimum £30)
Net value of order over £500: 25% handling charge (minimum £250)
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