Shipping Policy

Last updated: 28/07/2026

Pivox supplies aluminium door and window hardware to trade and retail customers across the UK and internationally. This page explains how and when we dispatch orders, what delivery costs, and what to do if something goes wrong.

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Order processing and dispatch

Orders are picked and dispatched from our UK warehouse Monday to Friday, excluding bank holidays. We do not offer same-day dispatch.

• In-stock orders are normally dispatched within 1–2 working days of the order being placed.
• Orders placed at weekends or on bank holidays are processed from the next working day.
• Special-order items are not held in stock and typically take 1–2 weeks to reach us before we ship them on to you. Where your order contains both stock and special-order items, we will either hold the order and ship complete or, on request, ship the stock items first — please tell us which you prefer.

We will email you tracking details as soon as your order leaves us.

UK delivery options and costs

Delivery is charged by weight, size and destination, so the cost depends on what you order. The exact charge for your basket is calculated and shown at checkout before you pay.

• Most orders ship for around £5.
• Larger, heavier or multi-box orders cost more — a substantial trade order can reach £100 or more in carriage.
• Standard UK delivery is normally 2–3 working days from dispatch.

Delivery estimates run in working days from the date of dispatch, not the date of order, and are estimates rather than guarantees.

Highlands, Islands and remote postcodes

Deliveries to the Scottish Highlands and Islands, Northern Ireland, the Isle of Man, the Isle of Wight, the Channel Islands and the Isles of Scilly may take 1–3 additional working days and can carry a surcharge. Where a surcharge applies it will be shown at checkout, or we will contact you before dispatching.

Long-length items

Some products exceed standard parcel length and travel on a dedicated long-length courier service. These carry a higher carriage charge, which is shown at checkout, and may take an extra working day in transit.

Collection

We are an online supplier and do not operate a trade counter, so orders cannot be collected in person. All orders are shipped by courier.

International delivery

We ship to over 27 countries. International shipping costs are calculated at checkout based on the destination, weight and dimensions of your order.

• EU customers: we are registered for IOSS / local VAT where applicable. Where VAT is charged at checkout, no further import VAT will be due on delivery. Where it is not, the carrier may collect VAT and a handling fee before releasing the goods.
• Rest of world: orders are shipped excluding local taxes. Any import duties, VAT or customs clearance charges are the responsibility of the recipient and are not included in the price you pay us.
• Estimated international transit times are 2–3 working days, though customs clearance can add delay outside our control.

It is the customer's responsibility to ensure that the goods ordered may lawfully be imported into the destination country.

Checking your delivery

Please inspect all goods on arrival.

• If packaging is visibly damaged, sign for the delivery as "damaged" and photograph it before opening.
• Report any damage, shortage or incorrect item to us within 14 days of delivery at sales@pivox.co.uk or 03338001850 , quoting your order number and including photographs.

Claims made outside this period may not be accepted.

Failed deliveries and incorrect addresses

Please double-check your delivery address before completing checkout. If a parcel is returned to us because the address supplied was incorrect or incomplete, or because delivery could not be completed after the carrier's attempts. Re-delivery will be charged at the standard rate.

Delays outside our control

We are not liable for delays caused by events beyond our reasonable control, including adverse weather, carrier disruption, customs inspection or industrial action. Where such a delay occurs we will keep you informed and, if the delay is substantial, you may cancel the order and receive a refund for goods not yet dispatched.

Returns

For information on cancelling an order or returning goods, please see our Returns Policy.

Contact us

Pivox ltd, Company number 08987007 

Unit 19, Vale Business Park, Llandow, Cowbridge, CF71 7PF

 Email: sales@pivox.co.uk

 Phone: 03338001850

 Hours: Mon–Fri, 8:30am–5:00pm