Frequently Asked Questions
Which courier do you use for deliveries?
We use APC and DPD to send most of our orders. For local postcodes we use Hereford Pedicabs.
LOCAL E SOURCED reserves the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.
What is the latest time I will receive my order?
Orders are normally delivered by 6pm latest on the day of delivery. Orders can be tracked for more definitive timeslots but 6pm is the latest.
How long does it take for home delivery?
We currently offer 48 hour delivery, weekend deliveries are at an extra charge.
What are the delivery cut off times?
Our cut off point is 4pm, Monday to Friday. Any order placed after 4pm will be processed through our dispatch system within 48 hours.
Why am I being charged for delivery on my order?
All our delivery charges are pre-set by our courier company.
We sell some oversized items which require a specialist courier company to fulfil the delivery, there is an additional charge for these. Also, our courier company consider some surcharge postcodes ‘out of area’. There is an additional charge for these also.
I haven’t received a dispatch email / email confirmation?
Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including your junk as it will come from a no reply email address. To ensure emails reach you, add the domain www.locally-sourced.co.uk to your safe senders list.
Do you deliver on weekends?
Yes we offer a delivery, however this is charged at a higher rate.
Can I track my item?
Yes. Any order being delivered by DPD will be able to be tracked.
Can someone else sign for my delivery?
Yes.
It does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.
Is it safe to order online?
Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.
Which credit cards do you accept?
We currently accept the following credit cards – Mastercard, VISA, Switch / Maestro, Visa Debit, Delta and Electron.
What currencies can I use?
GBP
How do I apply a promotional code?
You can add a valid promotion code in the basket during checkout.
Can I use a different payment method?
Yes. You can use PayPal to pay for goods. We do not accept cheque or store cards.
When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
What is a surcharge?
Some parts may specify a surcharge. Surcharge is a repayable deposit – You pay the full amount initially, when you return your faulty unit we refund the quoted surcharge amount.
Do your prices including VAT?
All our online prices include VAT.
Can I get more information on a product?
By clicking on the product a detailed description of the product will be available. This is all provided to us by the supplier.
Can I make an order over the phone?
Unfortunately all orders have to be placed through our website.
However, for larger orders and corporate orders, we are happy to discuss options via phone or email.
How do I check if an item is in stock?
If an item is available to order online then this means the item is in stock. The website will clearly display the status of the stock.
However, from time to time and particularly with some of our more popular items, due to the high rate of sales online, there may be some discrepancies.
How do I know if my order was successful?
You will receive an automated email to confirm your order has been received, and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.
The item I bought is now in sale, can I get the difference refunded?
As an online business our prices change in accordance with trends, customer demand and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.
You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won’t purchase this item first.
Where is my order?
Most of our deliveries are sent via APC or DPD and we will send you an automated email when it has been dispatched.
How can I make a complaint?
We are more than happy to take all customer feedback. There is always room for improvement. See our Terms and Conditions or contact us directly
Is it possible to change the address / cancel or amend my order?
Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.
Why am I missing an item in my delivery?
There could be a number of reasons why an item is missing in your delivery:
- The item is temporarily out of stock.
- Does your invoice have TO FOLLOW written where the part number should be (shows where the part number should be on an invoice)? Then we are currently out of stock of the product, and will be sending this part out to you on a priority.
- The item was dispatched separately.
- The item could have been dispatched separately due to the extra care and attention which is required.
- The item was classed as a dangerous good – dangerous goods may be handled separately, due to the delicate nature of the product.
Can I have an update on my order status?
You can get an update on your order status by checking your order in your My Account section. You will need to sign in to access this area
I have a new email address, and I am unable to reset my password. How do I change my password?
We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.
How do I return an item?
For information on returning an item please contact us directly.
Can you confirm you have received my return?
We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it. Should you have any queries about your return, please feel free to contact our customer service team via email
How long will it be before I get a refund?
Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system.
Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.
What do I do if I have received a damaged item?
At Local E Sourced Ltd we hope that you are happy with your purchases.
We take great care in dispatching goods to the highest quality, however we know that sometimes things can go wrong and you may need to return an item. Please follow the following procedure: We would require an image to be emailed to us providing all damage caused. Please email this to info@locallysourced.co.uk. Make sure you include your reference number, a copy of your invoice and an image of the parcel you received it in.
Who pays for return postage?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.
Why have you not refunded the original delivery charge?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.