Despatch & Delivery

We want you to get hold of your stuff as quickly as possible. Your instrument is meant to be getting used, not stuck on a shelf in a warehouse or in a forgotten corner of a Post Office. We understand - you want your stuff NOW!

We'll bust a gut to send your stuff the same day that you order, but we do have weekends off, and Bank Holidays allow us to relax in a deckchair and sip Piña Coladas in the strong Scottish sun.

We've chosen Delivery services that won't let us down, but don't cost the earth. We don't want to rip you off, so we only charge you what it costs us to send your stuff. If you need your stuff faster than a speeding bullet, and you're loaded, you should call us to discuss the options. We still won't rip you off, even when we know you've got more money than sense.

Big stuff will always need someone to sign for it on delivery - which means fewer things go missing AND they get there quicker. Please make sure there will be someone available to sign for the delivery, and it helps to give us a phone number at the delivery address.

We currently use Royal Mail for smaller items and Interlink Express for larger items.

Check out all the details below.

Delivery Service

Orders placed before 2.00pm on weekdays will normally be dispatched the same day, assuming your payment is accepted and we have the stuff in stock. Your stuff should arrive between 9am and 5.30pm the next working day by courier or post in the mainland UK.

Please allow a couple of extra days delivery time for orders to the Scottish Highlands & Islands, Northern Ireland, Isle of Wight, Isle of Man and the Channel Isles.

Orders placed after 2:00pm during the week, or at weekends, are processed and despatched the following working day.

Customers in Western Europe should receive their couriered goods in 2-3 days, and other, more distant countries will obviously take a wee bit longer. Royal Mail posted items go on a service called International Signed For and can take up to 10 days to arrive in Europe. 

Please provide a delivery address where someone will be available to sign for your order, and a phone number at that address.

Delivery Costs are calculated automatically and displayed on the order form when you select the destination country - that means you can see the cost before you have to commit to buy

For orders for lots of stuff, you will only be charged the delivery cost for the total weight of posting all of the items. We'll stick it all in one box when we can, or more than one box if we fill the first box.

Delayed Delivery

If we are aware of any reason for a delay with the expected delivery time, we'll contact you and explain the situation.

If your stuff is not delivered within the estimated delivery time, please call or email and we'll chase it up straight away. Give us your name, mobile number, delivery address, order date and order number and we'll hunt down your package.

Please note that while items sent by Royal Mail usually arrive within 2-3 days in the UK (1-2 days approx 98% of the time, in our experience) Royal Mail stipulate that it aint LOST until it's not been delivered after 15 working days. Which is rubbish, and we'll do our best to work around it.

Don't wait too long - please order your stuff with enough time to prevent any disappointment resulting from late delivery. Our providers are pretty darned good, but not infallible, so please don't blame us if they fail to meet a tight deadline. A slack deadline might be a better idea.

Tracking

Small, Royal Mail posted items are generally sent on a 1st Class, Recorded Delivery service in the UK, and a "Signed For" service for other countries. These services are not trackable until after delivery. If requested we can use the Royal Mail "Special Delivery" service for the UK to give a tracking number - that will cost you a wee bit more. Larger items such as Wind Warning Systems will go via TNT or interlink Express. Your package will have a tracking number we can send you.

Complaints

Please do complain. We want you to be 100% happy with our products and services. When you're not happy we need to know, so we can sort out your problem, and also to make your problem less likely to happen to our next customer. We welcome all feedback about our service, and we aim to deal with your problems or difficulties quickly and fairly.

If you feel you have a complaint please  us or call +44 (0)131 313 1333 or Local Rate 08453 702 703.

 

We have a simple but comprehensive returns and refunds policy, so that most queries can be resolved quickly and easily over the phone. For issues that can't be resolved immediately we'll respond within 24 (working) hours, either resolving your complaint or with an expected timescale for resolution of the issue.

Returns And Refunds.

We hope you'll be delighted with your intowind stuff but there may be occasions when you feel it necessary to return an item. We aim to keep the process as simple as possible. These terms do not affect your statutory rights.

Unwanted Goods

If you return your stuff, unused, as new, and in it's original packaging, and having taken very good care of it, within 14 days of the date on which you received it, we will refund you any money which you paid us for that product. You will need to arrange and pay for the return delivery of your stuff. You'll also need a Returns Code which you must include with the package to ensure we process your return as efficiently as possible. Please call +44 (0)131 313 1333 or if you are in the UK Local Rate 08453 702 703.

Faulty Goods

If some of your stuff is faulty, or you didn't order it please call +44 (0)131 313 1333 or Local Rate 08453 702 703 or email to inform us, within 30 days of receipt. We will arrange a refund or replacement. In the event of you returning faulty goods to us we will also pay you the cost of the return postage. In this event, please contact us first and we will allocate you a Returns Code (which you must include with the package to ensure we process your return as efficiently as possible) and we will also advise you how to send the item back to us. We usually ask that you send items back to us via Royal Mail First Class (Recorded Delivery), but occasionally items may have to be picked up by a courier service. Please obtain a proof of posting certificate from your Post Office to enable us to process the refund for your return postage costs.

For help with items later than 30 days after purchase please email us for more information. You will be responsible for returned items until they reach us. For your own protection, we suggest you use a secure delivery method, which requires a signature upon delivery, such as Royal Mail First Class (Recorded Delivery), and ensure the items are properly packaged and protected.

Our Returns Address is:

intowind, X-sail Ltd, 34 Ashley Terrace, Edinburgh EH11 1RE UK

or call +44 (0)131 313 1333 or Local Rate 08453 702 703