This page provides customer service information and expectations for this Newgate Simms online shop:
Orders
Orders can be delivered to any address (only those countries as listed on our FAQ page on the website) as long the address at which your payment card is registered is also present on your order. All deliveries must be signed for (except items sent by post and which are small enough to be put through your letterbox). Please make sure you keep the receipt enclosed with your goods.
All orders taken before 2pm will be processed and sent for despatch within the next 1-2 working days, stock depending.
Shipping
When you add products to your Shopping Basket, the appropriate delivery charges will be shown for your selection. You will always be able to see this charge before submitting your order. You will only pay one delivery charge per order, which will be the highest depending on the contents of your order and your chosen delivery service. Newgate Online will select the most appropriate delivery service for your goods based on the total weight of your order, for your selection. This also means your delivery may arrive in more than one batch to ensure your order is transported in the best possible way.
All delivery timescales are subject to product and delivery slot availability. Small parcels may be delivered via Royal Mail. Delivery is subject to availability, however, delivery may take up to five working days for all UK customers but longer for deliveries to Europe and worldwide.
The contents of your order and your delivery postcode area will determine which delivery services you will be offered. We do not deliver to Post Office (P.O.) boxes or shipping agent addresses.
Delivery will be between the hours of 7am and 6pm; we are unable to confirm a time.
Whilst every reasonable effort shall be made to keep to any delivery date, time of delivery shall not be of the essence and Newgate shall not be liable for any losses, costs, damages or expenses incurred by the customer or any other person or company arising directly or indirectly out of any failure to meet any estimated delivery date. The risk in the goods shall pass from the company to the customer upon delivery of such goods to the customer.
Returns
If you need to return a product purchased from Newgate then you have 28 working days to do so. The returned goods must be in a resalable state and any goods or accessories that accompany the returned product must also come back to us.
The goods should also be returned with their original box, packing and accessories. Please post returns to the following address:
Newgate Simms Ltd, Unit 6, Broughton Mills Road, Bretton, Chester, CH4 0BY, United Kingdom
This returns policy does not affect your legal rights.
Replacements
If the return is due to missing or faulty parts then we will offer a full refund or a replacement, provided we are aware of this within 10 working days. Any refund, which is due to a fault or other defect, will include a refund of the applicable delivery charge.
Cancellation
You have 24 hours to cancel you order, prior to shipping, however after this a handling fee of 2.5% will be deducted from your refund to cover administration. You can cancel an order by following the links on the website, or by phoning us on +44(0)1244 660771.
Force Majeure
Newgate Online shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond its reasonable control.
Can’t find the information you are looking for? Try our FAQs. Also, if you are a customer based in the EU, take a look at our Brexit page which also details information relating to orders after the EU VAT rules changes, introduced 1 July 2021 – http://shop.newgatesimms.com/brexit/