Help

SHIPPING

All of our UK & International Orders are sent via Royal Mail & DPD, click here for more information regarding delivery rates.

We aim to delivery all orders as quickly as possible. Delivery times stated on the website are in no way a guarantee and are based on approximations. This is due to third party factors, which may cause delays. (UK) Delivery times usually take 2 to 5 Working Days and 3 to 5 Working Days during Peak Times for Regular Shipping. Please note Bank Holidays and Public Holidays are not classed as working days and orders will not be sent out or delivered on Bank Holiday and Public Holidays. Orders placed before 5pm for Next Day Delivery will be sent out on the same day Monday – Friday. Orders placed on Saturday & Sunday for Next Day Delivery will be sent out on Monday. Please note Next Day Delivery is a working day service only, deliveries will not arrive on Saturday & Sunday, this also extends to Bank Holiday and Public Holidays. (International) 7-10 working days, in some instances this may be longer due to customs, we are not responsible for delays out of our control.

 

RE-DELIVERY

If an incorrect delivery address has been entered during checkout please email support@mycarcleaning.co.uk as soon as possible with the correct delivery address.

If an order has been dispatched with a wrong delivery address or missed delivery, we will wait for the order to return to us before a re-delivery can take place. Re-delivery charges will apply to the same paid shipping rate at checkout. If a free delivery option has been chosen then the standard paid delivery fee will apply accordingly.

If an order has been returned to us due to a missed delivery and you no longer require the order, the delivery fee will not be refunded. If a free delivery option has been chosen then the standard paid delivery fee will apply accordingly.

 

RETURNS

Our web store returns policy means that if you are not fully happy with the goods you have received, you can return them to us within 14 days of receipt, providing they are in original resalable condition. Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging. We are not able to refund or exchange items that appear to have been used, opened or are not in original condition. This does not affect and is in addition to your statutory rights as a consumer. Please enclose the completed Returns form with your goods, as no form may result in taking longer to process the return. Please make sure all returned items are well packaged, as not to be damaged in the post. Please make sure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in the return transit. Please note – The above information relates only to returns on good purchased through the www.mycarcleaning.co.uk website.

Promotional items included in orders must be returned. Whether this has been included free of charge or with any offer at time of purchase. 

Other Important Information in relation to Returns:

Faulty Items: Faulty Items must be reported within 30 days of purchase. If you believe your item is faulty please follow the returns methods above. Faulty items will be investigated by our team in-store, some items may need to be sent away to manufacturers. In respect to this we cannot provide any time frames on investigations. If the item is deemed as faulty, the item will be replaced or refunded including carriage. If the item is deemed not faulty, the item will be sent back to the delivery address recorded, carriage fees will be applied where necessary.

Missing Order or Items: Missing Items & Orders must be reported immediately, if a missing item/order has not been reported within 7 days we cannot assist further. If you have received a missing item/order report it via support@mycarcleaning.co.uk

Damaged Items & Leaks: Although we package items as best as possible from time to time items may be received damaged through 3rd party couriers. If you have received a damaged item please DO NOT discard the item until you have contacted us. It is very important to take photographs to ensure there is evidence to build a case for the order.  Damaged and leaking items must be reported immediately, if an item has not been reported within 7 days of delivery we can not assist further. If you have received a damaged item report it via support@mycarcleaning.co.uk

Warranties: Due to the nature of the products we offer, there is no warranty on any items unless stated otherwise. Any warranties offered are solely with the manufacturer of the item and we can not be responsible for warranty claims. These conditions extend to in-store purchases as well. If you have any questions regarding returns please email us at support@mycarcleaning.co.uk

Promotional Items: These must be returned, whether this has been included free of charge or with any offer at time of purchase. 

Incorrect Delivery: If the address entered at checkout is incorrect and the order has already despatched, a re-delivery fee will incur to redeliver the order to the correct address. If at this point the order is to be cancelled, carriage fees will be applied to the original order to cover the initial incorrect delivery. 

CANCELLATION POLICY

You can cancel your order within 2 hours of making payment if the order has NOT been fulfilled or dispatched. If the order has been fulfilled or dispatched prior to the 2 hour window the cancellation policy does not apply and the returns policy will apply. If you wish to cancel your order you will need to contact us via email – support@mycarcleaning.co.uk

YOUR ORDER

There are various stages your order goes through once your order has been placed:

• Processing – Your order has been created and we have received payment.
• Order Received – The team has been notified and your order is being packed, waiting to be dispatched. (Orders cannot be changed or cancelled once 24 hours have passed since the order was placed)
• Complete – Your order is marked as completed and it has been dispatched.
• Hold – If you have placed an item which is on back-order or if there are any other issues with your order the Customer Service Team will contact you within 24 hours to rectify any issues.
• Cancelled – You have contacted us in accordance to the cancellation policy and your payment has been refunded.
• Refunded – You have returned the item to us in compliance to the returns policy and your payment has been refunded.

 

PAYMENTS

We accept payments in £GBP via: PayPal / Stripe / RMS & Cash (Store only) Upon payment you will be requested to enter further information to enhance the security of the transaction, this request of information will come directly from your card issuer. We will take full payment of the order as soon as it is placed unless the payment method is collection.

 

PRODUCTS

The quality of the products on our website are the key success to our business. This is why we try to source and select products from the best suppliers, in order to deliver the finest quality products to our end users.

 

FAULTY ITEMS

Faulty Items must be reported within 30 days of purchase. If you believe your item is faulty please follow the returns. Faulty items will be investigated by our team in-store, some items may need to be sent away to manufacturers. In respect to this we cannot provide any time frames on investigations. If the item is deemed as faulty, the item will be replaced or refunded including carriage. If the item is deemed not faulty, the item will be sent back to the delivery address recorded, carriage fees will be applied where necessary. where necessary.

 

WARRANTY

Due to the nature of the products we offer, there is no warranty on any items unless stated otherwise. Any warranties offer are solely with the manufacturer of the item and we can not be responsible for warranty claims.

 

CUSTOMER SERVICE

Our Customer Service Team are available at the following times: Monday – Friday: 10am-6pm. You can contact our Customer Service Team via:

Telephone:

0191 486 2434 

Post:

Trading Address: 2 Plummer Street, Newcastle Upon Tyne, Tyne And Wear, United Kingdom, NE4 7AB

Registered Address: 2 Plummer Street, Newcastle Upon Tyne, Tyne And Wear, United Kingdom, NE4 7AB