About Delivery

What are your delivery charges?
The standard delivery charge for smaller orders within the UK mainland starts from £10+ VAT. Please note that this excludes certain areas such as the Highlands and specific Scottish postcodes. For some large items the delivery costs will vary depending upon the products ordered. Please call 0345 202 4535 for a quote.

Do you export outside of the United Kingdom?

Gentworks does not send goods outside of the UK although we have many customers who purchase our products for use in other countries, including within the Middle East and Africa. In all cases, customers make their own export arrangements, either collecting the goods from Gentworks or having them delivered to a shipping agent in the UK.

How long will it take for products to reach the delivery address?

The delivery times stated for each product are representative of what we achieve in 95% of cases for that specific product. If you place an order and we have reason to believe that one or more of the items will not be delivered within the stated time, we will contact you as soon as possible with a new delivery date, giving the option to cancel the order. If the delivery address is in a remote location products may take longer to reach you. Once your order has been fully processed through our systems, we will send you an email giving the scheduled delivery day for each item. Please note that we are unable to specify the time when your order will be delivered or request that the driver calls ahead. To ensure successful delivery of large items, it's important to be available during the scheduled delivery day as carriers typically do not automatically reattempt delivery. All goods must be signed for.

By what method are products delivered?
We employ the utmost diligence in selecting the most suitable method to ensure your order reaches you swiftly and cost-effectively. In the event that you purchase multiple products, our dedicated team coordinates their delivery through various methods, which may result in separate shipments. For the majority of items, we dispatch them from Gentworks' warehouse located near Aylesbury, using a next-day courier service. However, for smaller, low-value products, we may opt for registered post. To guarantee the safe transit of delicate items such as ceramics, GRP, solid surface, and stainless steel goods, we rely on specialised courier services or pallet delivery, as they possess the expertise and equipment required for their secure transportation.

What should I do if I have a problem with the delivery?

If you believe your delivery is late, missing or that some damage has occurred in transit, please call us on 0345 202 4535 or email customerservices@gentworks.co.uk with the details. Images of the damage to the product and the box it came in are very helpful.

Please check the packaging and products thoroughly for items you believe may be missing. For example, fittings for urinals and cisterns are often taped to the inside of the cisterns.

If you have a technical query, please call us or email support@gentworks.co.uk . Our sales team know our products very well but, if they are unable to help, we can usually arrange for you to speak with a Gentworks engineer or the manufacturer.