Delivery FAQ

How much will delivery cost me?

You choose! There is a basic charge against every item on our website for delivery to UK mainland addresses.  If you need the item fast then you also have a choice of express delivery at extra cost.

UK Orders – If you can place an order online then this means that the goods are in stock at our warehouse.  We aim to dispatch orders on the same day they are received.

At the checkout, you have a choice of Standard or Express Next Day. With Standard delivery, your order will be sent via Royal Mail if it is under 1.5Kg or Parcelforce if it is over 1.5Kg. For some very large or heavy items we will use a specialist carrier. With Express Next Day delivery, your order will be sent via Royal Mail Special Delivery Next Day if it is under 1kg or Parcelforce 24hr delivery if it is over 1kg. All Parcel Force and Royal Mail Special Delivery Next Day Parcels do need to be signed for up delivery.

1.  Royal Mail Royal Mail delivers most items on the next working day by 1pm on Mondays to Fridays (except public and bank holidays). They sometimes deliver on Saturdays but we cannot guarantee delivery times. 

We have been given the following guidance for delivery times via Royal Mail:

Delivery will be within one working day by 5.30pm to:  Mainland: AB30-56 Aberdeen, IV21-28, 40, 52, 54 Inverness, KW1-14 Orkney, PA28-38 Argyll, PH15, 17-26 Perthshire, PH31-40 Perthshire, PH49 Ballachulish, PH50 Kinlochleven

And to these Islands: HS1 Stornoway (Lewis), HS3 Harris, HS4 Scalpay, HS5 Leverburgh, HS6 N Uist, HS7 Benbecula, HS8 S Uist, HS9 Castlebay (Barra), IV41-51, 55-56 Skye, KA27 Arran, KA28 Cumbrae, PA41 Gigha, PA42-49 Islay, PA60 Jura, PA77 Tiree, KW15 Kirkwall Town, KW16 Stromness Town only, GY9 Alderney (Channel Islands), ZE1 Lerwick (Shetlands), HS3 Harris

Delivery will be within two working days by 5.30pm to the following islands:

GY1 Herm only (Channel Islands), GY9 Sark (Channel Islands), HS2 Lewis, PA61 Colonsay, PA62-75 Mull, PA78 Coll, ZE2-3 Shetlands

Delivery will be within three working days by 5.30pm to the following islands:

W16-17 Orkney, PH30 Corrour, PH41 Mallaig, PH42 Eigg & Kuck, PH43-44 Rhum & Canna

2.  Parcelforce (if your parcel is being sent via standard Royal Mail Delivery and is over 1.5kg or, if your parcel is being sent via Express Delivery and is over 1kg): Parcelforce deliver either 24 or 48 hrs after dispatch (not including weekends), depending on the service you select. For some outlying areas, the delivery time is extended. Please view the following document for detailed information. Parcelforce Postcode_Exceptions If you are unable to view this document and need advice, please call 01872 888132.

3.  Courier:  Couriers will be used to deliver heavy or bulky items.  Kayaks usually arrive within 3 days but can also be sent for next-day delivery for an extra charge.  We cannot set a specific time for kayak delivery but we can provide you with the details of the Courier and you may be able to make a special arrangement by phoning your local distribution centre.

4.  International Deliveries: We use Royal Mail or Parcelforce priority services for all our international deliveries.

Australia, Italy and South America delivery delays: Some customers have recently experienced longer than expected delivery times via standard parcel post for both Australia, Italy and South America and in some cases orders have taken three to four weeks to arrive. This is not every case and does not affect our courier services, if you have any questions please send an email to service@the-hubs.co.uk.

When will my item be delivered?

Most smaller items are sent via Royal Mail and will arrive with your postman in the morning. Please see the table above.

If your item(s) is bulky, heavy or more valuable than our average packet, then it will probably arrive with one of our couriers and will need a signature on arrival. Couriers will arrive at any time between 8:30am and 5pm. Unfortunately we are not able to set specified times during the working day. Our couriers do not deliver on Saturdays or on public holidays.

N.B. Kayak deliveries will arrive between 8:30am and 5:30pm (not including Saturdays, Sundays and Public holidays)  Unfortunately we are not able to set specified times during the working day. All kayak deliveries to UK offshore and outlying areas such as those shown in the boxes above will be on a minimum 3 day service, but can take an additional day or two depending on the destination

Do you give shipping discount for multiple items (combine shipping)?

Yes we do! Apart from kayaks, all our postage rates are discounted for additional products, please see the individual listing for full details.

For kayak orders we have to charge delivery for each kayak, but any goods you order to be delivered with the kayak(s) will come free of shipping costs.

Click “buy it now” on as many items as you like but don’t pay until you have finished shopping. N.B. All items have to be in one order, going to one address, using one shipping method (e.g. first class).

I am an international buyer, what postage options do I have?

You can opt for airmail for items under £30 which is the cheapest option.  We regret that there is no compensation for any loss and delay.

Any international item(s) weighing more than 2kg may be sent by another courier and may be subject to additional postage costs.  We will always notify you of this before dispatch.

If we need to charge more for International shipping, we will contact you, explain why and offer you the choice of canceling the order.

Buyers may also be responsible for duties, taxes, and customs clearance fees as requested by another country’s laws. If shipments require a Customs Declaration for your country we will attach it to the parcel.

If you live outside the UK and shipping costs are not specified for you above, please email us with details of the item you're interested in and your country of residence and we will be happy to give you a quote.

Can I collect my order?

YES -  if you are able to get to our Warehouse near Truro (Portscatho) Cornwall then you can collect with no delivery fees. Please give us a call on 01872 888132 to arrange a convenient time.

When will you despatch my item?

If your order has been placed by 1200 am and paid for, we will dispatch it the same day Monday - Friday, not including public holidays.

If your order is later, we will always try our best to send it out the same day.  After 2pm that day, we cannot guarantee it as we have to meet our carriers’ schedules. Please assume that any order placed after 2pm will leave our warehouse on the next working day.

N.B. All Kayaks need to be ordered by 11am as they are delivered by special carrier. Any Kayaks ordered after 11am will be dispatched the next day.

How soon will I get my item?

Go Brands The Hubs always aim to get your goods delivered fast.  Take a look at our feedback for proof! Most of our customers do get their items next day using 1st class postage, however next day delivery cannot be guaranteed unless you use our express delivery option.

Will the package need a signature?

Most of our deliveries will require you to be there to accept the delivery and the majority will require a signature on delivery.

I need my item(s) tomorrow, help?

To guarantee your item for next working day delivery, please pay by 1200 am and opt for Next Day Delivery.  First class delivery is usually very good and generally does get there the next day but obviously Royal Mail cannot guarantee it.

If it’s after 2pm, don’t panic. Please call customer service on 01872 888132 and we will do our very best to help you.

Next Day delivery operates Monday – Friday, except bank holidays and public holidays to 99% of UK addresses. This service offers customers a full Track & Trace service, via Royal Mail’s website. If you wish to track your order, please contact us for your tracking number.

If it is dispatched on a Friday and you normally have a post delivery on a Saturday, your order will usually be delivered by your postman.  However, the next day guarantee does not cover Saturdays. Our 24hr couriers do not deliver on weekends or national holidays.

What delivery company do you use?

We use Royal Mail primarily for all our packages, for bigger parcels we tend to use Parcelforce.  Currently we are using Night Freight for kayak deliveries.

I need my item delivered on a Saturday, can you help?

We can usually do this.  The best way is to call our customer service department on 01872 888132 Monday to Friday, 9am - 5pm before you place the order. If you decide you want a Saturday delivery after you have placed the order, please give us a call and we can change the details at this end.

I need my order sent to a different address to that on eBay what shall I do?

All invoices are automatically generated by our system using the address provided when you check out. If you require an alternative address please input it in the checkout area. A note in the PayPal section or e-mail is not always read before the invoice is printed. If you cannot change your address in your PayPal payment section it does not matter, we will send to the address you typed during checkout.

Do you dispatch to The Scottish Highlands, UK islands, N.Ireland and The Channel Islands?

Yes. If your address has a UK post code, there is no extra charge for shipping with Royal Mail, if however the item has to be sent by special courier, then we can only send to UK mainland unless by arrangement. Items which require specialist delivery will usually have this stated on the listing.

Do you ship to BFPO addresses?

Yes. When you checkout, please choose UK 1st class. We don't believe our Service personnel should pay any more than standard UK delivery.

How do I know if my item has been sent?

You will receive an automated email confirmation when your items have been dispatched.

Do I have postage insurance if my item is lost?

YES!  Insurance cover is provided in the cost of shipping stated in the listing. Royal Mail 1st class or 1st class recorded allows a maximum compensation of £34 and can be processed 15 working days after the date of posting. Royal Mail Special Delivery – Guaranteed next working day before 1pm (Mon-Fri) allows a maximum compensation of £500. For further information and updates please visit www.royalmail.com.

In our experience Royal Mail deliver the goods 99.5% of the time so it really is very rare that things go missing these days. We will always provide all the delivery information required to make postage claims.

Items delivered via our secure 24 hour couriers are fully insured by us. If the item is lost, we will send out a replacement straight away and credit you for the original delivery costs.

Please see the international section below for details of insurance on international deliveries.

I missed my delivery and now it is on its way back to you, what shall I do?

If any item is returned to us because Royal Mail or any couriers were unable to deliver, we reserve the right to request the re-postage costs if the item needs to be sent again. If you require a refund then your postage will not be refunded. Please see our Returns FAQ for full terms and conditions.

What do your P&P costs include?

Our postage charges include charges beyond the actual cost of postage for the item. Included in the price are packaging material costs and a handling fee to cover our time and direct costs associated with delivery.

I am still confused about delivery and shipping... help?

Please call customer service on 01872 888132 or email service@the-hubs.co.uk and we will be happy to help you.