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We get so many phone calls asking about this, we thought it best to produce a page to explain how we calculate our delivery costs and perform the complex delivery procedure. Hopefully now you will understand the process and feel that we are a transparent company who values our customer service.
Key Points to note:
We use various pallet delivery networks to deliver the goods, this could be one of 1000 depots throughout the UK. One depot collects and sends the goods to a huge hub in the UK, another depot collects from there and deliveres it to you.
Elaboration of the Key Points:
There are numerous networks that we send the goods through, one famous one that you made know is Pallex, who is owned by Hilary Devey from Dragon's Den on the BBC. Others include Pallet Track, Pallet Force, Fortec and Palletways, all of which are reputable networks that handle in excess of 10,000 pallets of goods per night. Each network has around 150 depots who are independant companies throughout the UK.
You may think that it is given that internet companies offer "free delivery", the majority of the time there is just a delivery built into the price of the goods. That is why we prefer "delivery included". The £50 included per pack may seem a lot, but when you are dealing with tons and not little parcels the vehicles do not do very many miles per gallon and drivers are limited to how many hours they can drive HGV vehicles. Our parent company has its own fleet of HGV vehicles but we cannot compete with the pallet delivery networks prices so we just use our own for local deliveries around our area. It is not feasible to send a lorry on a dedicated trip to your property if you are not local, as we have to factor in the trip back with an empty truck.
If we were sending our own vehicles, it would be correct that there would be just one cost for the vehciles delivery no matter how many pallets. However the local delivery networks depots will not just have your goods on the vehicle they will have everyones goods on the vehicle that live in and around a radius of about 20 miles of your house. Therefore they charge by space and weight.
We separate out the goods and delivery costs on "not full packs". Therefore the delivery costs will appear much higher. We try to be as transparent as possible to our customers, so rather than making the first split pack item appear artificially higher in price and saying "delivery included" we dont hide this fact from you.
The UK is divided into zones by the pallet delivery networks, most zones are a standard £50 per pack delivery for us. However there are some zones that we get charged more, we could included these costs into the pack costs but unfortunately the closer zones customers would pay artificially high prices. We only pass on the extra costs and do not add our own margin, we try to be as fair as possible.
If you are desperate and the 11am cut off has passed or you need a split pack, please phone as we may still be able to help. Orders placed over the weekend and on public holidays will be collected on the following working day and delivered on the appropriate selected delivery service.
The Marshalls split pack charge is then added to the shopping cart costs. The £25 is a one off charge despite the number of split packs you may order. Other suppliers just increase the selling price of their products, Marshalls just charge a one off fee. In essence you are paying for the time it takes for a person to physically break down a pack, take out the products you desire, repackage that up on a new pallet, band the goods securely on a new pallet and then make them ready for collection.
No need for further explanation.
The next day charges are set by our delivery company network. If a next day service is selected and the goods cannot be collected until the following day, we will inform you but cannot refund the charges as we are still paying for the next day service. Our margins our low to allow you to save money so we cannot just absorb the cost. We will happily refund the next day charge but the delivery service will be downgraded. We do hope you understand our honesty on this point.