STORE POLICIES
TPC KITCHEN / DELIVERY
Delivery
When will I get my order?
Shipped directly from our Isleworth (West London) facility by Royal Mail with delivery tracking and notifications. Choose your shipping preference on the Side Basket or during Checkout.
01 / EXPRESS — DEFAULT
Royal Mail Tracked 24
NEXT DAY EXPRESS DELIVERY - £2.50
FREE on qualifying orders — See bonus above.
We continue to subsidise every express delivery, keeping your shipping cost well below the price we pay Royal Mail.
The Express Delivery Fee is Non-Refundable once an order has been sent.
02 / STANDARD — OPTIONAL
Royal Mail Tracked 48
STANDARD DELIVERY - FREE
Usually 2–3 Business Days. Royal Mail Tracked 48 aims to deliver parcels in two to three working days (Excludes Sundays).
Please Note: From our experience to date... Tracked 48 is rarely delivered in 48 Hours. It is most often not scanned into the Royal Mail depot until a day or 2 after it is collected from us. It is treated like 2nd Class Mail, please allow up to 7 business days for delivery.
Our tracked 48 Parcels receive the exact same treatment from us as our Tracked 24 parcels. Every order before 5pm weekdays and 12 noon on Saturday's is dispatched and collected from us the same day, without exception.
EXPRESS SHIPPING / NEXT DAY*
Royal Mail Next Day Delivery Cut-Off Times
5pm
MONDAY TO FRIDAY
Anything ordered Monday to Friday before 5pm is usually* delivered next day.
12 Noon
SATURDAY
Orders placed after 5pm on Friday and before 12 Noon on Saturday are collected on Saturday afternoon and are usually* delivered on Sunday (Please see exclusions below).
AFTER 12 NOON ON SATURDAY
Weekend orders after 12 Noon on Saturdays go out with our Monday collection and are usually* delivered on Tuesdays.
PLEASE NOTE / DELIVERY AIMS
Delivery aims & exceptions
* Royal Mail aim to deliver all Tracked 24 packages the next day. Some remote areas, Northern Ireland, some regions of Scotland and any Offshore Islands may take a day or two longer. Our estimated delivery date system does not account for these areas.
* As with any courier company, unforeseen delays may occasionally occur.
* While we absolutely dispatch 100% of our orders on time and send all express shipping orders on a Tracked 24 Next Day Delivery, Royal Mail offer no guarantee.
POSTCODE / DELIVERY EXCEPTIONS
Check your postcode
SCOTLAND / EXPRESS DELIVERY
Scotland delivery guide
A rough guide to Scotland Express Delivery Times
For more information on Royal Mail delivery times, please visit the Royal Mail Website.
YOUR PARCEL / TRACKING
How do I track my order?
You can track your order here:
You’ll also receive a tracking link by email as soon as we print your Royal Mail shipping label.
Track with the Royal Mail App
Use the Royal Mail App to track your delivery:
TPC KITCHEN / LOCAL COLLECTION
Collection
Local collection from our Isleworth facility can be pre-booked 1 hour in advance on any available time slot at Checkout.
01 / BEFORE YOU COLLECT
BOOK AT CHECKOUT
1 hour
In advance, on any available time slot.
PLEASE BRING
✓ Identification
✓ Your order confirmation
02 / FLEXIBLE COLLECTION
Early, late or need to rearrange?
Collection times are very flexible. If you’re running late (or early) or can’t make your pre-booked time slot, please call or text: 07768 612263.
03 / FIND US
Collection Address
TPC Kitchen
Access Storage
592 London Road
Isleworth TW7 4EY
COLLECTION / LOCATION
Find our collection point
TPC KITCHEN / RETURNS
Returns
While we do everything we can to ensure your order arrives in pristine condition, occasionally things do go wrong.
Or perhaps you just changed your mind.
01 / CHANGED YOUR MIND
Unwanted / No-Fault Returns
90 days
We offer a 90 day return policy on eligible unwanted items. To qualify for a no-fault return, the item must be returned:
✓ Unused*
✓ Complete, and in its original undamaged packaging
✓ With any hygiene seals fully intact
02 / DEFECTIVE PRODUCTS
Exceptions / Defective Products
12 months
Of purchase
Free return shipping
For faulty items
For defective products, please request a return so we can arrange an inspection, exchange, repair or refund where appropriate, within 12 months of purchase.
Return shipping is free of charge for faulty items. We will send you a pre-paid, pre-addressed return shipping label.
APPROVED RETURNS / SEND BACK PROMPTLY
14 days
Unwanted returns
Once a return has been approved and a pre-paid return label issued, the item must be sent back to us within 14 days. If the item is not dispatched within this period, the return request will be closed and cancelled.
Defective returns
Once a defective return has been approved and a return label has been issued, the item must be sent back to us within 14 days. If the item is not dispatched within this period, the return request will be closed and cancelled.
CUSTOMER CARE / PLEASE NOTE
Please do not leave a damaging review without giving us the opportunity to rectify any issues you may have.
This returns policy does not affect your statutory rights.
Please Note: We sell and deliver only within the UK. We will not be responsible for any item purchased from us and then shipped outside the UK by a third party.
TPC KITCHEN / REFUNDS
Refunds
Once accepted, we will refund you immediately on receipt of the returned item.
YOUR REFUND / WHAT HAPPENS NEXT
01 / YOUR CARD STATEMENT
Allow a few days
Refunds may take a few days to appear on your credit card statement depending on your credit card company.
02 / EMAIL CONFIRMATION
We’ll notify you
We will notify you by email when your return/refund has been processed.
QUESTIONS / WE’RE HERE TO HELP
Questions
If you have any questions concerning our store policies, please contact us at:
Live Help
LIVE HELP — If we’re online we’ll respond immediately to any questions. If not, Apollo our Ai assistant in training can be quite useful.
Otherwise...
CONTACT / CHOOSE WHAT SUITS YOU
