Ontime delivery and in good order are key parts of ordering online and a big part of our service level and how we will be reviewed by the customer. DX carriers are our chosen carriers on the larger products we supply and DPD or Royal Mail on the smaller products.

On most products an order placed before and checked “We will contact you to ensure the correct parts are ordered” by 4.00pm would be dispatch that day on a next working day service (Monday-Friday).

Generally, 98% + of orders are delivered next day, there are factors that are out of anyone’s control where delays can occur but very seldom does that go beyond a second day.

A biggest factor in failed deliveries is nobody at the property to accept the delivery or no instructions provided on a safe place to leave the order, please work with the carriers to ensure an on-time delivery.

We want your delivery made on time, the carriers want your delivery made on time, please consider the options for receiving your order.

What if my order doesn’t arrive within the given time frame?

We use DX Carriers to deliver the best results when delivering our product to you, but we can never promise that your order will 100 per cent be with you on time, despite our best efforts. If the delivery fails to reach your destination by the time we gave you, we will take full responsibility in contacting the carriers and doing what is required to get your item to you as swiftly as possible. Some of the elements in delivery services are out of control but we will try our best to give you satisfaction around the whole experience. If you live in a remote area you may want to consider changing the delivery address, although not ideal couriers are under immense pressure and they may not have time to search you for when under strict deadlines. This isn’t ideal but we want you to be given the product you’ve asked for in the time-frame so that the process is easier you for and the delivery service.

Tracking

When wanting to track the progress of your parcel, upon order you’ll receive an email which has a carrier link to relevant tracking numbers which will help discover the location of your purchase. Having someone who will sign and accept your parcel will ensure that the product is delivered on time. An alternative to this is leaving a note of instructions to a safe place where the product can be left, but this is not our responsibility if the commodity is interfered with.

Damaged and Shortage Deliveries

When receiving a parcel, it is crucial to check the product is not damaged or short and that the product the product is as ordered. Any damage or shortage must be advised within 72 hours of receipt, we cannot accept any claim of shortage or damage outside of this timeframe. Working together with the carriers and Van Essentials will make the process a lot easier for all parties which is what we want to achieve. Having an efficient service is the aim of Van essentials and taking all the advice above will help us deliver the right product and the great service we are known for.

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