DELIVERY
Digital Red Square Ltd will always strive to meet your delivery requirements; we use a wide range of respected courier services and can delivery to most locations without any problems. A free delivery option is available on all orders.
The courier services we use are as follows –
• DPD –We use this service for both UK and EU deliveries – Full tracking is available and for UK deliveries an *SMS along with an email with tracking is always supplied.
• Royal Mail –We use Royal Mail services for both UK shipments and International Packages. This service can be selected by international customers whilst it is also our preferred service for deliveries to Northern Ireland, the Channel Islands and low value UK packages.
• FEDEX –This service is a priority international delivery option and can be chosen by customers who require packages to be delivered worldwide within 2-5 days.
• UPS –As per FedEx this is a similar service and provides International customers with a speedy priority delivery service.
• DHL –This is a budget priority mail service; it is a better value service compared to the FedEx/UPS delivery options but normally ensures international customers receive packages within 3-5 days.
• Parcelforce–We use this service for international shipments to a number of countries.
All delivery times are stated in working days and please do note that, in the case of delivery a working day is classed as any day other than weekends or public holidays.
Any purchase made upon a non-working will only be processed on the next available working day. For example. A next working day (The UK only) delivery order placed on a Saturday would only be processed on the following Monday for delivery on Tuesday.
Please see the bottom of this page for all courier contact details
*A valid mobile phone number will need to be supplied for this facility
3.1 Delivery address
Items are sent to the stated delivery address provided by the customer on the online order form or over the phone by the customer. Should the delivery address differ from the invoice address, the Customer is to provide both addresses when placing the order, both online and/or over the phone. The parcel will be shipped to the delivery address specifically indicated on the form, subject to 2.1 above.
3.2 Failed Delivery Attempts
In the event of a failed delivery, depending on the circumstances and the courier’s policy, the Customer may receive a note of passage i.e., “calling card” in his/her mailbox. If indeed the courier has left a note, the Customer will need to call the courier in order to arrange a new delivery date, if the Customer does not contact the courier service the item will automatically be attempted delivery the following working day for up to and sometimes surpassing 2 delivery attempts with the exception of Royal Mail packages, these items will require collection after the initial delivery attempt. It also might occur that the Customer does not find a calling card in this case it is the Customer’s responsibility to track his/her orders online with the provided tracking information upon the courier’s website, in order to view package status information and inform either the courier or Digital Red Square Ltd customer services of any issues as soon as possible. Should the package not be re-attempted, collected or delivered to and/or by the customer the package will be returned to Digital Red Square Ltd where a redelivery fee will be applicable.
3.3 Late Delivery
At times a parcel may not be delivered within the expected time allotment or stated delivery time frame given by the courier and/or Digital Red Square Ltd and the delay extends too long we would expect the Customer to contact Digital Red Square Ltd in order to open an enquiry to establish the whereabouts of the parcel, i.e. the parcel may be lost/stolen/missing.
Please do note that in the case of delivery a working day is classed as any day other than weekends or public holidays.
3.4 Loss of the parcel
Should such a situation arise, Digital Red Square Ltd is compelled to respect the time-frames set by the couriers in regard to declaring the loss of the package, processing a claim with the courier and then refunding the shipment or replacing the item for the customer. Hence, the Customer is also bound to the same time-frames.
In order for Digital Red Square Ltd to officially declare a parcel lost, the Customer has 2 days to declare the loss of a parcel in the UK, starting from the date he or she received the shipment confirmation e-mail. Beyond this time period, no claim will be accepted.
*Please note that for International shipments this will be extended in accordance with the courier service you select, we require notification within 2 days of the delivery estimation date.
Should the parcel be declared as lost within the above-mentioned time, Digital Red Square Ltd will attend to filing a claim with the courier and may eventually ask the Customer for additional documents to complete the composition of the file’s content. The Customer will then need to send the information as soon as possible. The final response related to claims is given by the courier within a one to three-week period. The nature of the response can be one of two types: either the parcel is found and then sent back to the Customer by standard procedure, or the parcel is declared as lost by the courier and Digital Red Square Ltd informs the Customer. In this case, and in accordance with the customer’s wishes, Digital Red Square Ltd can make a second shipment of the order or proceed by fully refunding the Customer for the total amount paid.
In the event of loss, Digital Red Square Ltd will send the customer a (P101) Non-Receipt Declaration form, which will be used as part of the investigation process. This form will be a declaration of non-receipt and should further investigation and/or GPS data prove that the item has been delivered successfully to the correct location then this will be used as part of a legal case towards the recipient. This may or may not involve a police investigation and will not be limited to the purchaser of the goods but also the individual/individuals who signed/received the goods at the specified delivery location. Please contact our customer service team to enquire further about this form in the event of any lost goods. Timeframes for completion and replacement will vary on a case to case basis.
3.5 Receipt of parcel
When the items are delivered to the Customer, you will be asked to sign for the goods as an acknowledgment of receipt. If a parcel comes partly or totally damaged, the Customer’s reservations must be written on the delivery note in the presence of the courier.
Should no reservation be mentioned, the parcel is considered as delivered in good condition and no subsequent claims or complaints will be accepted by Digital Red Square Ltd. Should the customer want to preserve recourse against the courier, he/she must put in a claim in writing to the courier within 3 days (public holidays excluded) following the day of delivery. This claim will then be a matter between the customer and respective courier.
Any unclaimed parcel that is returned to Digital Red Square Ltd can be sent back to the Customer provided that they pay the delivery fees. Should there be any issues with the package relating to contents, missing or otherwise we would need to be notified within 48 hours of the time of delivery to ensure legitimacy of this claim, otherwise Digital Red Square Ltd would be unable to take any further action.
3.6 Exports/Customs and Duty
The Customer should check with the local authorities of their country of residence about the entry conditions for the ordered items. It is the Customer’s responsibility to make the necessary declaration(s) and/or payment(s) to the appropriate authorities and or officials in their respective country.
The Customer should enquire with their local authorities on the legalities of importing or using the services and items ordered. Should the customer not accept or reject payment of import taxes or duties then a charge will be applied for the cost of the return delivery and the original delivery of the item, the charges will be deducted from the customers original payment and the balance refund upon return of the package.
The Customer should make sure that the technical specifications detailed by the manufacturer respect the legislation of their respective country.
Digital Red Square Ltd cannot be held liable if the Customer does not respect the legislation of the country in which the items will be introduced.
Digital Red Square Ltd will ensure all documents that are required to be provided by Digital Red Square Ltd i.e. FCC Forms will be inclusive with applicable parcels as standard.