Undeliverable Items
Some products cannot be delivered to every address or by every delivery service. This may be due to the size, weight, product type, courier restrictions, supplier restrictions, safety rules or delivery location.
Where a product has delivery restrictions, we will show this on the product page, in your basket, at checkout, or contact you as soon as possible after your order is placed.
Why an item may be undeliverable
An item may not be available for home delivery if it is:
- Too large, heavy or bulky for our standard courier network
- Too long, tall or awkwardly shaped to be safely transported
- Fragile and unsuitable for standard parcel delivery
- Classed as hazardous, flammable or restricted for courier transport
- An aerosol, gas, fuel, chemical, battery or liquid product with delivery limitations
- Age-restricted and not suitable for the available delivery service
- Only available for Click & Collect
- Restricted by the supplier or manufacturer
- Not available for delivery to your postcode or location
Some items may still be available using a different delivery method, supplier-direct delivery, specialist courier, however further charges may occur, or use the Click & Collect option.
Click & Collect Only products
Some products are marked as Click & Collect Only. These items cannot be delivered to a home address and must be collected from a participating store.
This may apply to products that are restricted, difficult to ship, fragile, heavy, bulky or unsuitable for courier delivery.
If a product is Click & Collect Only, this will be shown clearly on the product page and in your basket before you place your order.
Large, heavy or bulky items
Large, heavy or bulky products may have limited delivery options.
Some items may need to be sent using a specialist delivery service, delivered to kerbside only, or restricted to certain postcodes.
In some cases, larger items may not be available for home delivery and may only be available for Click & Collect or supplier-direct delivery.
Hazardous or restricted items
Some products cannot be sent through standard courier networks because they are classed as hazardous, flammable, pressurised, corrosive, leaking-risk or otherwise restricted.
This may include certain aerosols, paints, chemicals, fuels, gases, batteries, cleaning products, pest control products or other restricted goods.
Delivery availability for these items may depend on the product, quantity, courier service and delivery postcode.
Age-restricted items
Some products may be age-restricted and may require age verification before purchase, dispatch, delivery or collection.
Age-restricted items may not be available for every delivery service. In some cases, these products may be limited to Click & Collect and may require collection by the person who placed the order with suitable proof of age.
Supplier-direct items
Some items are dispatched directly from one of our suppliers. These items may have different delivery restrictions, courier arrangements or postcode availability.
Supplier-direct items may not be available for Faster Delivery, Click & Collect, named day delivery or delivery to certain areas.
If a supplier cannot deliver to your address, we’ll contact you as soon as possible to confirm the available options.
Postcode restrictions
Some items may not be available for delivery to all areas, even if we usually deliver to your postcode.
This may apply to remote, rural, island or offshore addresses, or areas where a courier or supplier does not offer the required service.
If your postcode is not recognised, or an item is not showing as available for delivery when you believe it should be, please contact our customer service team with your postcode and the item you are trying to order.
If we cannot deliver an item after you order
On rare occasions, we may find that an item cannot be delivered after your order has been placed.
If this happens, we will contact you as soon as possible. Depending on the item and the reason it cannot be delivered, we may offer:
- An alternative delivery method
- Click & Collect, where available
- Delivery to a different eligible address
- A suitable alternative product
- Cancellation and a refund for the affected item
If only part of your order is affected, we may still be able to dispatch the remaining items.
If a parcel cannot be delivered after dispatch
If your parcel has already been dispatched but the courier is unable to complete delivery due to a missed delivery, access issue, address problem, refusal or failed collection from a pickup point, please see our Missed Deliveries guidance.
Final delivery availability
Delivery availability may vary by product, postcode, courier and supplier.
The available delivery options for your order will be shown on the product page, in your basket or at checkout before payment is taken wherever possible.
Specialist courier enquiries
If an item is shown as Click & Collect Only, but you would like to ask whether delivery may be possible, please contact our customer service team.
Please include:
- The product SKU
- The product name
- The quantity required
- Your full delivery address
- Any access information that may affect delivery
We can then look into whether a specialist courier or alternative delivery service may be available for your area.
Specialist courier services may include pallet delivery, two-person delivery, oversized item delivery or other non-standard courier arrangements. These services will incur an additional delivery charge.
If delivery is possible, we’ll confirm the delivery charge before you place your order. If you are happy to proceed, we may arrange the order manually and send you a secure payment link.
Specialist courier delivery is not available for all products or postcodes and cannot be guaranteed.
Last updated 06/07/26
