Shipping

At J L Brooks, we've worked hard to create affordable and straight forward shipping options that allow you as the customer to maximise your savings when you buy wholesale from us. The options give you the flexibility to choose the shipping method that is right for you, and we hope they will keep you coming back to us.

• Free Economy Shipping

Available to customers based in Yorkshire or shipping to a Yorkshire postcode that have spent at least £40 before VAT on their order. Timed tracking is not available for this method, but we aim to ensure delivery is made within 5 working days.

Delivery will be handled by our own J L Brooks drivers and goods will not be packed in parcel boxes but will arrive in their original packaging. 

• Express Shipping

Available to customers based in Great Britain with no minimum spend required. Shipping rates start from £4.99 + VAT. Exact shipping will be calculated at checkout and is based upon the weight of goods ordered. Timed tracking is available for this method through the third-party courier. Emails and/or text messages will be sent to the customer using the details provided at checkout.

Delivery will be handled by DPD and is a 1-2 day service. Goods will arrive in J L Brooks branded parcel boxes to ensure a safe delivery. Due to the nature of this service, goods can sometimes arrive across two separate deliveries if multiple boxes were required to pack the order.

• LPC Pallet Shipping

Available to customers based in Great Britain that order quantities that exceed 150kg. Shipping rates are calculated at checkout and are based upon both weight and location + VAT. Timed tracking is available for this method through the third-party courier. Emails and/or text messages will be sent to the customer using the details provided at checkout. Delivery will be handled by Leeds Parcel Company as part of The Pallet Network distribution group and is a 1-2 day service.

Goods will arrive on a pallet in their original packaging. The courier is only obligated to deliver your order to the curb side and is not required to unload the pallet on your behalf. Arrangements should be made prior to delivery to ensure customers are equipped to deal with the pallet delivery and unload it safely and responsibly. Consideration should be taken in regard to the ability for the goods vehicle to reach your location, ensuring your road is suitable for the delivery and that access to a loading bay is available if required. If delivery fails due to no one being on site or the inability to deliver due to access issues, shipping costs cannot be refunded. The courier service will deliver using a rigid HGV equipped with a tail-lift, so no forklift will be required. We recommend having a sack barrow or flatbed trolley on site to aid with moving the goods from the pallet to your desired location. You will be responsible for the safe disposal of the pallet on which the goods arrive on. 

• Click & Collect

Available to customers who wish to save on delivery fees and collect their order from our Leeds depot. This is a free service, and collection can be arranged for same day with prior notice. Collection orders will be reserved for 1 week before being cancelled. Selecting this method means we will not deliver you order. Should you wish to switch to a delivery option instead, a shipping fee will be applicable in most cases and must be paid before your order is released. Our team will contact you to take payment over the phone or by a secure payment link. Goods will not be packed in parcel boxes and will be handed over in their original packaging. 

More information on shipping methods

• Free Economy Shipping is only available to Yorkshire customers due to the delivery being made by J L Brooks delivery drivers who are bound to the Yorkshire district. This service is great for customers who want to save on shipping costs and accept a longer delivery time to make these savings viable for us as a company. 

• Express Shipping is our speedy and reliable delivery option handled by DPD. To benefit the most from this service, we recommend placing your order before 10am weekdays to receive your order the next day. Orders placed after 10am may still be delivered next day but they are not guaranteed and will likely be delivered the following day. While they are uncommon and few, delays to this service are out of the control of J L Brooks and are the responsibility of DPD. J L Brooks are happy to assist you with your order query and chase up a delivery on your behalf but cannot be held responsible for shipping delays by the courier. We recommend tracking your DPD delivery using the DPD app to ensure you're in when the delivery is due to be made. Tracking information will be provided via email and text message once your order has been dispatched from our warehouse.

• For LPC Pallet shipping, please ensure your contact details are correct when placing your order as the courier may need to contact you regarding parking or access to your location. While they are uncommon and few, delays to this service are out of the control of J L Brooks and are the responsibility of LPC. J L Brooks are happy to assist you with your order query and chase up a delivery on your behalf but cannot be held responsible for shipping delays by the courier. We recommend tracking your LPC delivery using the tracking number provided to ensure you're in when the delivery is due to be made. Tracking information will be provided via email and text message once your order has been dispatched from our warehouse.

• APC Overnight is a shipping method used solely for the safe transportation of glass products such as wine. Orders are shipped out as fragile parcels and handled in a similar way to DPD. This option is not available for you to select at checkout, as our team will determine if your order requires the glass service once your order has been placed. If you are ordering a glass product, simply choose DPD Express or the Free Economy Delivery if preferred and available, and your order will be handled correctly to ensure safe transit to your chosen address. While they are uncommon and few, delays to this service are out of the control of J L Brooks and are the responsibility of APC. J L Brooks are happy to assist you with your order query and chase up a delivery on your behalf but cannot be held responsible for shipping delays by the courier. We recommend tracking your APC delivery using the tracking number provided to ensure you're in when the delivery is due to be made. Tracking information will be provided via email and text message once your order has been dispatched from our warehouse.

• Click & Collect is a service intended only for local collection of your order and is not designed to allow shipping free of charge. Customers that choose Click & Collect at checkout are responsible for collecting their goods within 1 week from J L Brooks Leeds depot. The depot is open for collection Mon-Fri 9-4pm. No delivery attempt will be made for these orders. Should you wish to have your order delivered instead, the appropriate shipping cost will be applied to your order and payment must be made before the order is shipped out. Payment can be made over the phone by calling our team on 0113 2795787 and quoting your order number with a member of our team.

Shipping delays

We understand that delays to your order shipping can be frustrating and inconvenient, and our team is on hand ready to help if delays happen. Shipping delays can occur for the following reasons:

• An item you ordered has gone out of stock at the time of processing
• Your order has been dispatched but delayed on route by the courier
• Your order has been damaged in transit
• The courier was unable to locate your address
• No one was home at the time of delivery

To prevent unnecessary delays, our team will remain on top of the situation and inform you of any issues via email or phone. As soon as we have been able to contact you to offer a solution, we can swiftly rectify the issue and reduce the delay. Please ensure at the time of ordering that your contact information has been filled out correctly and that you frequently check your emails and voicemails in the days up to your delivery.

While many of the delays caused are out of the control of J L Brooks, we will take responsibility for all orders handled by the Free Economy Delivery, or if an item you ordered has gone out of stock at the time of processing. We will ensure a suitable alternative has been offered to you at no additional cost to ensure your order goes out promptly, or a refund for the out-of-stock item has been processed - providing contact has been established with you as the customer.

For delays out of our control such as deliveries made via third party couriers, our team will assist you as best we can and may be able to offer shipping compensation dependent on the outcome from the courier. This is done on a case-by-case basis and may not be applicable to your case. 

We recommend calling or emailing our team regarding any concerns you have with your order so we can best resolve this for you.

Returns & Refunds

While we rarely have products returned to us, we understand there are circumstances that require returns to be carried out, and we want to make this as simple as possible for you.

Items that are eligible for returns are:

• Items that arrive damaged in transit (excluding liquid items). Damage refers to the contents of the package and not the packaging itself. Some boxes can take light damage in transit but preserve the contents inside. We cannot accept returns for imperfect boxes, unless the content has been damaged e.g. burst packets of crisps in a box of crisps, or broken/squashed chocolate bars in a box of chocolates. Damaged liquid items cannot be returned and must be disposed of yourself. Photo evidence will be required. 

• Incorrect items sent out to you (excluding already agreed substitutes). If you've received the wrong item, we'll take full responsibility for this and arrange a return for this, followed by the correct item being sent out again to you. Photo evidence will be required. 

• Items sent with less than 4 weeks best before date that have not been declared. Photo evidence will be required.

Eligible items can be returned to us free of charge and must be returned within 7 days of the return being approved. In some instances, our team may not require the goods to be sent back to issue a refund.

Any other reason for a return will be handled by our customer support team on a case-by-case basis before being approved. We do not accept returns for products ordered incorrectly or for products that you have changed your mind on. We will not accept requests for returns or refunds on goods more than 14 days after receiving your order.

Requesting a return/refund

Please report the issue immediately via email to our team. Contact sales@jlbrooks.co.uk and provide your order number and postcode, and a detailed description of the problem. We will require photo evidence via email that clearly shows the problem. Our team will discuss the options with you and if you qualify for a return or refund, this will be actioned promptly for you with confirmation via email or phone call. J L Brooks will cover the return cost if you qualify, but you will need to ensure the product is suitably packed for return as discussed next.

Preparing a return

Once your return has been approved, you'll need to prepare the product to be collected by the courier and returned safely back to us. You'll need to have kept the original box and protective packaging it was sent out to you in and re-apply parcel tape to ensure it is securely encased. Please remove/ cover over all shipping labels on the outside of the box. We will contact the courier and arrange them to provide a new label on pickup of the goods. You will be given a time slot for the collection and will need to be available for this to avoid being charged for a missed collection. We recommend taking a photo of the parcel before it is collected to cover you in case of damage in transit on its return to us.

Refunds

Refunds can be authorised by our customer support team for appropriate cases. Where an item is returned to us and the customer prefers a refund instead of a replacement, the refund will be processed only once the product has been safely returned to our depot. Refunds can take 2-3 working days to clear, depending on your bank. Shipping refunds for appropriate shipping delays can be requested and will be handled same day if your request is valid and meets the qualifications for a refund. Any other refund is discretionary and will be handled on a case-by-case basis. Refunds will not be valid for any reason if the issue has not been reported to our team within 14 days of receiving your order.

Our Promise

At J L Brooks, we're doing all we can to keep shipping fees as low as possible for our customers, and we believe you won't find better rates anywhere else in the industry. We price our products competitively and frequently review prices to ensure you as a customer are getting a great price and benefitting from shopping wholesale. We recommend ordering multiple items together on your order to make the most of the shipping cost you're paying. 

*Shipping fees are calculated by weight of goods - £4.99 allows shipping of goods of up to 20kg. If your order is greater than 20kg in weight (roughly 2 x 24 packs of 330ml cans), an additional shipping fee of £4.99 is applied to your order - allowing you to order up to 40kg worth of goods. Each additional 20kg applies an additional £4.99 to your shipping cost.