FAQ's

How can I check the status of my order?

Check your email for a shipping notification or contact sales@conceptdirect.uk for an update

Has my order been shipped?

We send out shipping notifications to the email addresses provided every time we ship an order.

When do you take payment for my order?

Your payment will be taken once your order is picked by our warehouse team and the quality control checks have been done.

How do I cancel or amend my order?

Get in touch as soon as possible – Contact sales@conceptdirect.uk

Why has only part of my order arrived?

Occasionally orders are shipped in multiple packages and rarely mistakes happen with the couriers.

There’s a problem with the products I’ve received.

Please contact us as soon as possible either by calling or emailing us at – sales@conceptdirect.uk

What happens if nobody is available to take receipt of the goods?

If no one is home our delivery drivers will leave a calling card where you will be able to arrange delivery for another day.

Can I collect my order from your premises?

Sadly not, our warehouses are based in several different locations in the uk and the logistics team are extremely busy

Can I pay with a non UK credit or debit card?

We accept all European credit and debit cards

Which delivery companies do you use?

TNT, UPS, FEDEX and DPD

What delivery services do you offer?

Same day, next day, pre noon, pre 10.30am

Can you deliver my order to multiple addresses?

We can but there will be a delivery charge assigned to each shipment address

Do you ship to PO box addresses?

No we do not currently ship to PO Boxes as our deliveries need to be signed for.

Do you take orders from the general public?

We are a Business to Business only company but can also accept orders from the general public on our website.

Can I order over the telephone?

Yes, please feel free to call in and speak to one of our friendly sales team

I need help with the products I’ve ordered.

Please get in touch with us either by either phone or email – Sales@theithut.com

What is your order cut off time?

4pm daily for next day deliveries and 12pm for any same day deliveries.

What should I do if I receive an ‘order on hold’ email?

Please be patient and wait for an update, there are many reasons to why orders go on hold – All cases will be resolved in less than 24 hours.

Why is there no invoice with my order?

Our Invoices are sent via Email only so they always get to the intended recipient on time.