Download the MyHermes Parcel Mobile App HERE to manage your deliveries easier and even organise return parcels.
Free Delivery to UK Mainland
All orders that equal £65 or more will qualify for Free Shipping to any UK Mainland address. This shipping service is typically a 1-3 working day delivery service.
Some products include a 'Big & Bulky' delivery surcharge due to the size and weight of the item. This overrides the 'Free Delivery' in order to economical ship the products ordered.
Small Parcel Delivery
We now offer a ‘Small Parcel Delivery’ service for just £3.99. If your order is under £25 then you automatically qualify for this service.
Next Working Day Delivery
Any order placed at TW Wholesale LTD can have the delivery service ‘enhanced’ or ‘upgraded’ to a next working day shipping service for as little as £6.99.
Please note, your order must be placed, and your payment cleared by 3pm in order to qualify for next working day delivery. This service is only applicable to physically stocked products in our warehouse, however, every effort will be made to fulfil orders for products located in manufacturer warehouses.
99% of the time our Next Working Day Service is guaranteed for products, however, sometimes this service is delayed due to factors out of our control. If this occurs, you are entitled to your Next Working Day Shipping Charge to be refunded and we will endeavour to have your order delivered as soon as possible - usually one working day later. If you believe you are suffering from delivery delays in your area, please get in touch as soon as possible.
Excludes: certain product lines, some postcodes and does not include a Saturday delivery.
Non-UK Mainland addresses can benefit from an express service however this is typically 2 working days at a starting charge of £14.99.
How Much Will My Delivery Cost?
We want to make it as easy as possible for you to order from TW Wholesale LTD, that's why we've implemented a handy postcode checker into our Checkout process so you can get an accurate cost of how much your order will cost to be delivered to you. If you require more information, please feel free to Contact Us and we'll be happy to help.
Standard Small Parcel 2-3 Working Day: £3.99
Standard 1-3 Working Day: £5.50
Next Working Day Express: £6.99
2 Working Day Express: £14.99
Big & Bulky Delivery
Orders that exceed 30Kg or are oversized may be subject to extra delivery charges. TW Wholesale LTD will contact you should your order fall within these parameters and there may be a delay on any applicable Next Working Day delivery times.
Some of our products now include a 'Big & Bulky' delivery surcharge due to the size and weight of the items. This surcharge covers the cost of shipping and will convert your order to a large delivery service which usually includes a pallet delivery to your desired delivery location. If you choose to use this service we may contact you ahead of time to finalise delivery and explain some next steps in the delivery process.
Big & Bulky Delivery usually operates on a 2 to 5 working day delivery time window depending on delivery address.
We do have the facilities to ensure a Next Working Day delivery, specific timed window delivery or even a Saturday delivery service for pallet service, however, due to these not always being available at the point of purchase, you must contact us for a bespoke quote. Feel free to email or phone us to get your delivery booked in as soon as possible.
Please ensure that someone will be available at the estimated delivery dates to be able to make a successful delivery. Failure to do so will mean that your order is returned to a delivery depot, left in a safe place or returned to us. If this happens and a re-delivery charge is applicable, then we will be in contact to discuss taking payment or cancelling the order.
If your order is not delivered to you within 5 working days of you receiving your dispatch confirmation email, then it is your responsibility to inform TW Wholesale LTD as soon as possible - if you delay or fail to inform TW Wholesale LTD then this could result in you not being able to receive a refund or replacement goods.
Returns & Refunds
TW Wholesale LTD’s returns policy is designed to provide you with all necessary information to return an item and inform you of the steps we will take to ensure a smooth process.
Returning an Item to TW Wholesale LTD
If you have bought an item in error or have changed your mind then TW Wholesale LTD will be happy to accept it back within 14 days providing that all item(s) are packaged securely and returned in their original and perfectly resaleable packaging with all of the items that it was sent with including tags, manuals and accessories. In this instance, we reserve the right to refund the basic delivery cost of getting the goods to you in the first place. If you opted for enhanced services, such as guaranteed next day, we will only refund the basic cost.
If you have bought an item that has arrived damaged, faulty, not fit for purpose or doesn't match the product description then TW Wholesale LTD will make the necessary arrangements to have this returned back to us. This will usually require you to post this back to us using a suitable postal service or courier or we may arrange for the products to be collected. If a product or order has arrived damaged or faulty we will require photographic evidence of the product(s), packinging and the delivery label(s). Please ensure all item(s) are packaged securely and returned in their original and perfectly resaleable packaging (where applicable) with all of the items that it was sent with including tags, manuals and accessories. In this instance, we reserve the right to refund the basic delivery cost of getting the goods to you in the first place. If you opted for enhanced service, such as guaranteed next day, we will only refund the basic cost. If in the event no fault or damage is found, we reserve the right to charge for the collection and re-delivery of the item or recover the costs from your refund.
Please note, by returning an item back to us you take full responsibility for that product. If the item is returned in unsecure packaging or in a damaged state, then there may be a deduction from your refund. Confirmation of your intent to return an item must be sent by email to: firstname.lastname@example.org - please quote the order details to help speed up the process.
Items excluded from this returns policy include special order items; this includes personalised products.
You have the right to cancel at any time from the moment you place your online order, and up to 14 days from the day you receive your goods. Please notify us if you wish to cancel your order within this time period – by email, for example. You then have a further 14 days from the date you notify the retailer of your cancellation to return the goods.
Refund of Delivery Charges
If you wish to return a product to TW Wholesale LTD you are responsible for the cost of carriage unless the product is faulty and/or damaged. Any item that has been supplied by TW Wholesale LTD that is incorrect or faulty or has been received broken or damaged must be brought to TW Wholesale LTD’s attention within 2 days of delivery. Please inform TW Wholesale LTD by email or telephone stating the issue to: email@example.com – 01283 558313.
Please note, we reserve the right to refund the basic delivery cost of getting the goods to you in the first place. If you opted for enhanced service, such as guaranteed next day, we will only refund the basic cost.
If you return a faulty product to TW Wholesale LTD, then you will need to return your product in full – this includes all packaging, manuals, accessories, etc. Please include in your return the original proof of postage to ensure that acceptable costs can be returned to you. Failure to provide an original receipt that clearly illustrates the item(s) being returned and the service providers fees may prevent the cost of the return being refunded. Please note that only acceptable refund costs will be issued. You will be responsible for any loss, delay or damages that could occur during the returns process.
Receiving Your Refund from TW Wholesale LTD
TW Wholesale LTD will refund your money in the same method that you paid for your product. If you purchased a product at a special offer price or with any incentive item(s) then your refund will be based on that promotional price and any promotional items must be returned to ensure your complete refund, otherwise a partial refund may apply. Please allow up to 7 working days for the refund to show in your applicable account. If you paid by credit or debit card, this can take longer due to a bank issuer delay.