Delivery & Returns - Steele Industries

Delivery & Returns

How will my order be delivered?
Steele Industries offers a range of delivery methods which you are able to select during the checkout process. These include Royal Mail Signed For 1st Class and 2nd Class for smaller orders and Hermes Standard for larger items. You will be sent a tracking number for all delivery options, however you can email our customer service team, quoting your order number and our staff will happily check the progress of your parcel.

What happens if I am not home?
Royal Mail will leave the package at your nearest post office for you to collect. They will leave a calling card to say they have attempted delivery and at which post office your parcel is being held for collection.

Hermes will leave a calling card if they were unable to deliver. They will then attempt to re-deliver up to three times.

My order has not arrived, where is it?
If your order has not reached you within the estimated delivery period, it could be for the following reasons:

• The carrier has experienced a delay. In which case your tracking information should display any delays and the new delivery date.
• The delivery company has tried to deliver and has left you a calling card.
• Your parcel has been left with a neighbour.
• Your parcel has been left in a safe place (if you specified this in the delivery notes).

If none of these apply or you still can't find your parcel, our Customer Service Team is here to help. You can email or call +44(0)7944134891.

Occasionally parcels do go missing in the post. In the event that your parcel has gone missing we will send a replacement or issue a refund for the order.

An item in my order is wrong, missing or faulty
If upon receiving your order any of the products have been damaged or have not been including the package, please email our Customer Service Team and they will arrange a replacement.

Has my return been processed yet?
We aim to ensure that your return is processed within 10 working days of us receiving it. We advise that you should send your parcel back via a recorded delivery service to enable you to ensure it reaches us. If you send us your tracking number with details of you order and the items you have returned, this will enable us to speed up your return.

How long do I have to return an item?
You have 30 days from the date on which the goods were received to return any item.

How do I return an unwanted item within the UK?
That’s not a problem just simply repackage your item, and using your invoice tell us what you wish to return and the reason. In case you have already disposed of your invoice, please attach a note with your name and billing address details or order number so we can identify the return.

Your return should be processed within 10 working days of your goods being received. A refund confirmation email will be sent to you once your return has been processed.

How do I return an unwanted item and exchange it for a new item?
There is no need to call. If you wish to exchange any items, to ensure availability we recommend that your place a new order on steeleindustriesltd.co.uk and we will refund the original items when they are returned to us. You will be responsible for the cost of returns.

If you prefer to return your item first and request an exchange please check that the value of your new order is not more than your returned items (if it is please return your items for a refund and re-order, as we are not currently able to charge your card).

Your return should be processed within 10 working days of your Steele Industries goods being received. A dispatch confirmation email will be sent to you and if any refund is due, an email will be sent to confirm the refund amount.

How do I return an unwanted item from overseas?
You can return an unwanted item within 30 days from the date on which the goods were received. There is no need to call.

1. Simply repackage your item, using your invoice tell us what you wish to return and the reason. In case you have already disposed of your invoice, please attach a letter with your contact details or order number so we can identify the return.

2. Choose a courier or local postal service that you prefer. We recommend that you choose a tracked service so that you can follow your parcel. You will be responsible for the cost of returns.
It normally takes around 15 working days for your parcel to reach our warehouse. A refund confirmation email will be sent to you once your return has been processed.

How do I return an unwanted item and exchange it for a new item from overseas?
There is no need to call. If you wish to exchange any items, to ensure availability we recommend that your place a new order on steeleindustriesltd.co.uk and we will refund the original items when they are returned to us. Please follow the steps in the section above.

Do I have to pay for returning my goods if I would like an exchange or refund?                                 
Yes, we cannot currently refund postage on returned goods.