Shipping & Delivery Policy

We want your Kettler order to arrive as smoothly as possible. Below you’ll find everything you need to know about our delivery service, including where we deliver, delivery times and what to expect when your order arrives.

Delivery Areas & Charges

Delivery is included on all Kettler products to mainland addresses in England, Scotland and Wales, subject to certain postcode surcharges.

Some locations may incur an additional delivery charge and/or require a longer delivery time due to their location.

This currently applies to postcodes beginning with:

PA, IV, AB, PH, DD, IM, JE, GY, KW, ZE and HS

And the following postcode areas:

TR21–TR25, PO30–PO38 and PO40–PO41

Where applicable, delivery information will be displayed at checkout. In some cases, we may need to confirm the exact delivery surcharge after your order has been placed.

If an additional charge applies, a member of our team will contact you before your order is processed for delivery. You can then choose to either accept the additional delivery charge and proceed with your order or cancel your order.

If you choose to cancel, any payment already taken will be refunded in full.

We do not currently deliver directly to Northern Ireland or the Republic of Ireland. If you are outside our delivery area, please visit our Stockist page to find your nearest Kettler retailer.

Delivery Times

Deliveries are normally made Monday to Friday between 7:00am and 6:30pm, excluding bank holidays.

We will always do our best to meet any estimated or requested delivery date. However, delivery dates cannot be guaranteed and may occasionally be affected by circumstances outside our control.

Please provide a valid telephone number when placing your order so that we or our delivery partners can contact you regarding your delivery if required.

How Your Order Will Be Delivered

The delivery service used will depend on the size and weight of your order.

Smaller items may be delivered by Royal Mail or a parcel courier, while larger or heavier products may be delivered using a two-person delivery service.

Where a two-person delivery service is used, the delivery team will place your order in a reasonable location at the delivery address, subject to safe access and health and safety considerations.

Unless specifically stated otherwise, our delivery service does not include unpacking, assembly, installation or removal of packaging.

Delivery into properties, upstairs or through restricted spaces will be at the discretion of the delivery team. Where the requested location cannot be safely accessed, the order will be placed at the nearest suitable and safe location.

Receiving Your Delivery

Please ensure that someone is available at the delivery address to receive your order.

Most deliveries require a signature and our delivery partners may be unable to leave goods unattended.

If nobody is available when delivery is attempted, a re-delivery charge may apply.

If you request for your order to be left with a neighbour or in a designated safe place, this is at your own risk.

Access to Your Property

As many Kettler products are large, some orders may be delivered using larger vehicles.

Please let us know before delivery if there are any restrictions that could make access to your property difficult. Examples include:

• Narrow roads or entrances
• Low bridges
• Height or width restrictions
• Restricted vehicle access
• Overhanging trees or other obstacles

If we have not been made aware of an access restriction and the delivery cannot be completed safely, a re-delivery charge may apply.

Checking Your Delivery

When your order arrives, please check the delivery before signing for it where possible.

Please:

• Check that the correct number of items has been delivered.
• Inspect the packaging for any visible signs of damage.
• Record any visible damage or missing items on the delivery paperwork before signing.

If you discover any damage, missing items or another issue with your delivery, please contact us as soon as possible and ideally within 48 hours of receiving your order. This will help us investigate and resolve the issue promptly.

Reporting an issue outside of this timeframe does not affect your statutory rights.

Customer Support

If you have any questions about your delivery, our team will be happy to help.

Email: sales@kettlerdirect.co.uk
Telephone: 01527 591901