Frequently Asked Questions

What if the parcel is lost or damaged in transit?

If you do not receive your product in a reasonable time (5 days after cleared payment has been received) and there is no reason for the delay, please email in the first instance to Nigel@bigww.co.uk with your name, address, telephone number and the product you have purchased. We will answer within the next working day or sooner. Email is better than a telephone call as we can process your enquiry much faster. If you need more help, please call 0800 074 7234 during office hours.

What is the additional cost of delivery to Scottish Islands, Isle of Man and Ireland?

Big Web Warehouse is charged £9.00 +VAT in excess of the normal parcel delivery cost to mainland UK destinations. This additional cost is passed on to you the customer. The normal delivery time is extended by up to an additional 3 days.

What time will the delivery arrive?
Unfortunately we cannot guarantee the date or time of arrival exactly, as courier routes vary depending on the work load for the day/week. However, if you are unavailable when they attempt delivery they will leave an "attempted to deliver" card. Simply call the local number on the card and they will re-deliver. You can also take the card to the courier's local depot, with acceptable proof of identity, and you should be able to collect your parcel. They are usually open till late in the evenings on weekdays and up to 12.00 noon on Saturdays.
"Before 12 noon" deliveries can be arranged on weekdays. They cost a little bit more than the standard delivery.
Deliveries can also be arranged for Saturdays. These do cost more. If you need to have the delivery made only on a Saturday, please call us for the Saturday delivery price.

Do I have to check the parcel on receipt for damage?

It is not practical to check the product on receipt unless there is obvious damage to the packaging. If the parcel has been damaged please reject it and report it to us as soon as possible so that another can be sent out to you. The carrier will return the damaged parcel to us. No courier will wait for two hours till you've unpacked your parcel. They want you to sign that you've received the goods and they want to be on their way.

When accepting goods from a carrier a good safety precaution is to sign for them as received "unchecked". Some couriers have the goods "received in good condition" pre-printed on their form. Do not feel embarrassed to cross it out and replace it with "received unchecked"

Do you deliver to Europe and International destinations?

Some products are suitable for international shipping and some are not economic. Please email your request with your post code or zip code to Nigel@bigww.co.uk and we will quote if it is possible.

What if I have receive the wrong product?

If you find the product we have sent is not the product you ordered, please accept our apologies and email in the first instance to Nigel@bigww.co.uk and we will arrange collection and delivery of the correct item. If you need more information please call 0800 074 7234

Can I delay shipment?

Yes if you need to delay because you are unable to receive the delivery, please add your instruction to the special instructions box in the delivery section and send an email with the copy of your instruction to Nigel@bigww.co.uk

What about pallet deliveries?

If you have bought a wholesale batch this will normally be delivered by pallet and you should ensure that mechanical handling is available to lift the pallet from the HGV. 

Can I arrange for the parcel to be left with a neighbour?

Yes if you need to leave with a neighbour or in a safe location, because you are unable to receive the delivery, please add your instruction to the special instructions box in the delivery section and send an email with the copy of your instruction to Nigel@bigww.co.uk

Can I collect from the warehouse in Peterborough?

Yes but we will charge £5.00 inc VAT for collection because the collection takes much longer to process than an on-line sale.