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FREQUENTLY ASKED QUESTIONS

Please select a question category below

ORDERS
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My order has not been confirmed yet. Why?

All website orders are dispatched within 1-2 working days, unless the product is on "pre-order", in which case it will be dispatched once in stock. If you have placed an order with us and the status has not changed. Please Contact Us and we will be happy to assist you.

What payment methods do you accept?

For security purposes, we only accept payment via our secure banking server. Therefore a VISA or MASTERCARD will be required to make a purchase.

For businesses, a wire transfer can be organized. Please contact us for more information.

What currencies do you accept?

We will only invoice/bill you in British Pounds or Euros.

How do I cancel an order?

In order to process your cancellation as quickly and efficiently as possible, please contact us as promptly with ‘Cancellation’ in the title of the email. We will do our utmost best to cancel your order before it leaves our warehouse.

How do I modify an order?

Although it is possible to amend your order before it is dispatched, we recommend that you request a cancellation so that you can place another order at your convenience with the correct order details/quantity. This way there will be no contradictions between the invoice and the warranty based on the changes.

Do you accept orders on the phone?

For convenience and logistics purposes, we recommend that you order directly from the website. However, we do accept orders on the phone. The payment for telephone orders can be made in British Pounds only.

How do I use a voucher code?

To use a voucher code issued by Duronic, please enter the code at checkout in the voucher code section.

What is a pre-order?

We occasionally put products on sale for pre-order. This means it is not in stock, but is available to purchase and will be dispatched as soon as it arrives in stock. The main product page will display whether the item is on stock.

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DELIVERY
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Do you deliver to P.O. Boxes or Military Bases?

A signature is required for all deliveries due to security purposes, it is for this reason our couriers do not deliver to PO Box or Military Addresses.

Do you deliver to access points such as shops or post offices?

This is available but the option is limited and largely depends on your country and designated courier. We are working on integrating this function directly onto our website to provide you with a vast amount of delivery options convenient to you. We cannot take responsibility if the item is delivered to a shop without their prior consent, parcel shops are part of a specific network that require agreements with the transporter, it is therefore best to contact us if you have any questions regarding this service.

Do you deliver to my country?

We deliver to most destinations around the world. Please refer to our shipping information to find out our pricing. If you are unable to find your country in our shipping information, please contact us directly.

Do you deliver to islands?

We deliver to most islands around the world. If the island is not listed in our shipping information, please contact us so we can advise you the shipping service and price.

Why is the delivery cost so high?

The delivery cost reflects the price that most customers would face according to their delivery destination. Typically, if the order is of large quantity, it will increase the volumetric weight of the order, which would in hindsight increase the delivery cost. Please contact us using the business option if you wish to place an order of a specific quantity and we can look into changing the service for a better rate.

Can you deliver at a specific date and time?

We use the best couriers available for each specific country. Although most couriers are trying to implement a time specific service, this may or may not be available for you depending on your country and designated courier.

I have not received my order. What can I do?

When dispatching an order, we provide your email address and phone numbers to our couriers. This enables them to give you updates on the tracking of your parcel. You can therefore track your parcel directly with the tracking number provided, find the tracking number within your account and track it on the website of the courier, or contact us if you are having issues tracking your items.

The tracking says it has been delivered, but I have not received the item. What can I do?

Some couriers may deliver the parcel to your neighbour, local business or have the parcel signed by another resident of the household in case your are not present at the time of delivery. We recommend you check the tracking, or contact the courier for more detailed information regarding your parcel. If you are still unsuccessful, please get in touch with us and we can assist you.

What courier is used in my country?

We use a variety of couriers for destinations all over the world in order to provide our customers with the best customer care. You may find more details on the couriers we use on our shipping information page. If you require a specific service, please contact us so that we can advise you on the best options based on the volumetric weight of your order.

I missed my delivery. What do I do?

If you have missed you delivery then do not panic! All of our couriers will usually attempt a second delivery on the following working day, or according to your instructions which you may be able to provide through tracking on the courier’s website or via telephone. If you are unsure about how to do this, feel free to contact us and we will be happy to assist.

My parcel is delayed in transit. What can I do?

Although it is rare, delays can occur with any courier for a number of reasons. In these cases, there is very little we can do to speed up the process. However, if you find that the status of your parcel has not changed for 2-3 days, please contact the courier with your tracking reference for an update. You may also get in touch with us for more information.

Do you work and deliver during bank holidays?

We work and will prepare orders all year round. However, our couriers may not come and collect our shipments on bank holidays, in which case the collection will happen on the next business day. As for the delivery, couriers do not usually deliver on bank holidays in which case the item will be delivered to you on the next working day.

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RETURNS
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How does return work?

For general information, please check our return policy. For all other enquiries, please Contact Us and we assist you in finding the best option to make a return as efficiently as possible.

Where are the items returned?

All returns are processed in our returns warehouse in Romford, United Kingdom. We have a variety of return options available for our UK and EU customers. Please contact us for more information regarding your return options.

If you wish to use your own returns service, please use our following address to return your item(s):

Shinemart LTD
Returns Department
1 Spislby Road
Romford
RM3 8SB
United Kingdom

Are all returns free?

If the product is defect, damaged or non-compliant, we will provide a return label. If the product shows no sign of manufacturer defects or has damage through misuse, then the customer will be liable to return the product at their own cost. We can provide all EU customers with the option to return the product through our own returns procedure, however this is subject to the country of residence and on the volumetric weight of the product. Please contact us directly for more information.

I have returned my item, but I still have not received my refund.

We process all returns within 1-2 days of receiving the item(s). However, there may be unexpected delays with the courier you have used, which would delay the efficient processing of your return, therefore please allow up to 5 working days for your returned item(s) to be processed. If you wish to track the progress of your return, feel free to Contact Us with your order reference and we will be happy to help.

I have a Duronic product that is not working. Can you help me?

We can assist you with any issue you may have. Please Contact Us if you require technical support, additional instructions, spare parts or replacements. If you have purchased your product outside of Duronic, then we may redirect you to the original seller for support depending on the nature of your request.

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PRICING AND INVOICING
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Are prices variable?

We understand that prices are a big concern in this current economic climate. It is for this reason we strive to offer all of our products at the best possible value. However, the price of a product will be subject to fluctuation based on stock levels, seasonal periods and promotional sale offers. We cannot take any responsibility for any price differences which occur during any time.

Can a VAT invoice be issued?

We provide an invoice for all orders through email. If you wish to download a PDF copy for your records, you may do so by logging into your account. If you wish to amend details on your invoice, or cannot find your invoice, please Contact Us and we will be happy to assist.

Can I make a VAT-free purchase?

We are able to provide VAT free purchases for businesses. For more information, please use the business section of the Contact Us form.

Are non-EU orders VAT-free?

All orders from outside of the EU are VAT free. The order will only display the price ex. VAT once the country of destination is selected at checkout.

Customs and duty?

If you are placing an order from outside the EU, you may be subject to pay local customs and duty. Please check with your local authorities if in doubt before placing your order. We are usually unable to assist with customs clearance as this is a country specific procedure between the authorities and the end-customer.

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CONTACTING US
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When are you able to answer my query?

We understand that all customer enquiries must be dealt with as quickly and efficiently as possible. That is why we have a multilingual team dedicated to provide email support for you within 24h on weekdays and 48h on weekends. In certain cases, we may call you directly to either attain more information regarding your query, or to provide further assistance more effectively. You may contact us at any time using the Contact Us form.

Please take into consideration that there may be delays during bank holidays.