Delivery & Returns Delivery & Returns

Delivery FAQ's

If your query has not been answered by the FAQ's below, please don't hesitate to contact us directly.


Returns FAQ's

If your query has not been answered by the FAQ's below, please don't hesitate to contact us directly.


How much do I have to spend for free delivery?
The minimum order is £60.00(+vat) to be elidgable for free standard 1-3 day delivery. Upgrading to next day delivery will also be heavily subsidised for orders over this amount. As a commercial business wholesaler, this value is slightly higher than domestic orientated operations. For consumer products, the cost of delivery is often worked in to the price of products to counter-balance low minimum order values, which for higher value orders results in poor value. As many of our customers place orders for larger values, our prices reflect the best possible value we can offer.

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What is the guaranteed cut-off time for same-day dispatch?
If you place your order with us before 14:00 (GMT) on a valid working day (unless otherwise stated), we will dispatch your order on the same day. This isn't to say that it wont be dispatched beyond 14:00 (GMT), but that we just can't guarantee it. If you're case is particularly urgent, please contact us directly and we may well be able to help you.

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What is your standard default delivery service?
Our default delivery service for very small, light items (spare parts) is Royal Mail First Class. For larger items (consumables), items are sent using a national courier service or our own delivery vehicles. For very large equipment (espresso machines) items are sent on pallets, or by our own delivery vehicles. All standard deliveries are 1-3 day. A next day priority service is available for urgent deliveries.

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How much extra is next day delivery?
An upgrade from 1-3 day to next day service is only £3.50. Very large deliveries (espresso machines) can be delivered on specific dates, to suit your timescale. Please contact us in advance for installation slot information.

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Can I pick up my order?
If you desperately need an item for the same day, this can be arranged in exceptional circumstances. Please contact us directly to discuss your case. If customers who regularly purchase from us wish to collect their orders, they will generally be close enough for free local delivery.

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I'm expecting delivery of a Star espresso machine but I don't have a forklift truck, how do I carry it?
If you are expecting delivery of an espresso machine above that of a 1-group, it will be delivered with a tail-lift vehicle. Drivers are also prepared to aid you in off-loading your equipment. All machines are drained of water to ensure they are as light as possible.

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I missed a delivery and received a card. I'm desperate for a decent coffee. What do I do now?
As commercial suppliers, we deliver during standard working hours. If for some reason you were not present to collect you goods, your consignment will be delivered on the next working day. If you need it earlier, contact us to see if it would be possible to collect from your nearest depot, or to see if the driver is still in the area.

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When will you install my espresso machine if I order one now?
Purchasing a Star espresso machine is a big commitment for both yourselves and us. We will most likely have spoken to you already and if not, we will be in touch to go over your circumstances. A full manual containing installation details / requirements will be sent to you straight away. We can then install your Star espesso machine at whatever time is most convenient for yourselves.

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What countries do you currently deliver to?
We currently deliver to valid UK addresses. You are unable to register with a non-UK address for this reason. If you are based outside the UK, but are interested in any of our products, please contact us and we will happily discuss your needs.

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What is your returns policy if I change my mind?
Under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), consumers have the right to a 7-day 'cooling off' period from purchases bought via internet, fax, phone etc. However, all Star Espresso Machine Ltd products are for commercial use only. DSRs do not apply to business to business transactions and purchases from Star Espresso Machines Ltd are therefore exempt.

Although this is strictly the case, in the highly unlikely event that you change your mind with regard to your purchase from us, we will take each return case individually.

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My goods have arrived damaged, what now?
In the unlikely event that the unit arrives faulty or damaged in transit, please write a detailed description on the drivers paperwork, signed by yourself. Please alert us (preferrably by phone) as soon as you can. We will happily exchange this for a replacement unit as soon as is possible.

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My equipment seems to have developed a fault.
In the unlikely event that your equipment has developed a fault, you need to ring us immediately, whether covered by your warranty or not. Many 'faults' which develop are in fact curable over the phone. Legitimate faults occurring under warranty will be dealt with as described in your equipments specific warranty. Otherwise Star Espresso Machine engineers can service your machine when all other cost effective avenues have been exhausted for you.

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