Need a little assistance? Maybe you’re looking to buy some shelving but don’t know where to start, or maybe you’re having some difficulties with your order – don’t worry, read on for our most frequently asked questions and all the answers you need.
I WOULD LIKE TO RETURN MY ITEMS
Our returns policy is outlined here, but the broad strokes are that if you’re looking to return a product you need to do so within 30 days, and that product needs to be unused and unopened. You are responsible for covering the cost of the return, and we will process the refund once the items have been returned to Gorilla Racking HQ and our team have been able to check them over.
If you have been sent the wrong item, or there is an issue with your order then you’ll need to tell us as soon as it arrives (within 7 days) and we may ask for photographic proof of the issue with our records, in which case we’ll cover the cost of the return and arrange a courier to collect the items. Again we’ll process your refund once the items have arrived back with us.
In either case you’ll want to start off by sending us an email with your order details and let us know what you want to do to firstname.lastname@example.org, and our customer service team will be happy to help.
HOW MUCH IS DELIVERY?
Delivery is included in the cost of the product for mainland UK (with some notable exceptions for our out of area post codes – sorry highlands). Our standard delivery is 3 – 5 working days, and we’ll process your order the same day if you’re ordering before noon Mon – Fri.
If you’re after your products a little quicker then there are options at checkout for next day and Saturday delivery, although these need to be selected before noon the day before delivery date to apply. If you’re choosing next day delivery at 15.00 on a Tuesday afternoon then delivery won’t be until Thursday, and you will still be charged for the next day service. Similarly, if you’re paying for Saturday delivery at 13.00 on a Friday, then this will be processed for the following Saturday (i.e. over 7 days), and again, you will still be charged.
DO YOU DO NEXT DAY DELIVERY?
Yeah, see above – next day delivery is available at checkout for an additional charge. Keep in mind that orders need to be before noon for a next day service, but you will still be charged even if it gets collected the next day.
DO YOU DO WEEKEND DELIVERY?
Yeah – again see a couple of points ago. We can do a Saturday delivery for you, but this needs to be ordered by noon the Friday before delivery, after that we’ll organise it for the following Saturday (over 7 days) and you will still be charged.
Sadly, we can’t organise a Sunday delivery for you as much as we’d like you to have your items as quickly as possible, but everyone needs a day off sometimes right?
I CAN’T FIND MY ASSEMBLY INSTRUCTIONS?
It’s not quite a question, but we’ll let you off.
Sometimes the printed assembly instructions can fall in between other parts in the box (for example between the MDF boards in the G-Rack shelving units), however we have also a full list of our assembly instructions online here. On each page you will be able to find written instructions with pictures to illustrate each stage, as well as a video to show you the build in full.