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free UK Mainland delivery

Excludes some replacement parts

 

Buy direct

from the manufacturer

 

Next Day Delivery

On stock items only

 

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 0800 195 4255.

What are the details of Product Guarantees?

Should your product develop a fault during the lifetime of our guarantee, please contact us and let us know the exact nature of the fault. We will then arrange to inspect the items and if the problem is specifically related to faulty materials or workmanship, we will arrange to repair or replace the products.  If the defect is not due to faulty materials or workmanship, we will provide you with a quotation to repair the item (if this is possible).  It would always be our preference to deal with any faulty goods under the terms of our guarantee as outlined above and we will always strive to ensure you are completely satisfied.  However, as a Consumer, you have a right to reject goods that are found to be of unsatisfactory quality, unfit for purpose or not as described and receive a full refund, provided that this is reported within 30 days of receipt of your order.  Products are guaranteed for twelve months from receipt of goods unless a longer period is indicated for the product on our website or in our sales literature.

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 £20 plus VAT per consignment.  Deliveries to the Isle of Wight will be charged at £8.50 per consignment.  You can upgrade to morning delivery for a charge of £10 plus VAT. Please call 0800 195 4255 if you would like this service. 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.  The MORE INFORMATION tab on each product pages will provide you with product specific delivery information.  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 ‘Shipping Information’ when completing your order and we will endeavour to meet your request.  We do hold stock of some of our more popular items for NEXT DAY delivery, as long as the order is received before 12 noon.  Please see STOCK ITEMS.

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 8:30am to 5:30pm.  A signature will be required when the delivery is made unless otherwise advised.

Your order can be upgraded to a morning delivery for which will we will make a small charge. Please call 0800 195 4255 if you would like this service.

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.

Can I track my order online?

If you have registered with us, your order can be tracked in the My Account section.

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 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)