Got a question? Please look below for assistance …

Customer Assist

Thank you for buying from Haddon & James.  During this period of unprecedented demand, there may be a delay in answering calls or responding to emails.  We are working hard to add to our customer service team and we do appreciate your patience

To help, here are answers to some of the regular questions that we are asked – we hope this will give you the answers you need, and will prevent you having to wait to receive the same information.

Cancelling Bids

As per the terms and conditions signed at the time of the auction, once a bid has been accepted, it cannot then be cancelled and the item(s) paid for.  An auction site is not a shop, and therefore has different rules.  Please refer to the terms and conditions that were signed at the time for further information.  Please note that payment should be made within 24 hours.

Picking up items

We welcome customers to visit our Welwyn Garden City warehouse to pick up stock although we are only able to open for visitors on Wednesdays at present.  Please email us your invoice number at enquiries@haddonandjames.co.uk, and which date you wish to pick up and we will make the arrangements or contact you if there are issues.  Please note we require at least 4 working days notice and orders must be prepaid before goods are picked up.

Postage Costs

Any palleted items or furniture will be charged at £66.00 as a one off cost, no matter how many items, This cost will be added to the invoice as a separate line item.  For smaller items, the charges are as follows:

Extra Small boxes   £8.50
Small Boxes £11.00
Medium Boxes £13.50
Large Boxes (and multiple boxes)  £15.50

All prices do not include VAT at 20%

For Ireland deliveries, please contact us at enquiries@haddonandjames.co.uk for a quote although due to more complex customs requirements, we are currently asking customers from Northern Ireland and Eire to organise for the goods to be collected.

Delayed Deliveries

Anything we hold in stock will be delivered as soon as possible, and you will be contacted with a delivery date soon.  For items not in stock, we apologise for any late deliveries but stock is delayed from the supplier and there are also delays processing through customs.  These things are outside of our control,  The world of shipping is still recovering from the Covid19 pandemic, and it will take a little while longer for everything to become more stable, and we apologies for the ongoing delays and promise we are working as hard as we can to deliver your items as soon as possible.

For your reference, the applicable clauses on our T&Cs are:

10. Delivery and collection
10.1 Some auctioned goods are held off-site and delivered to our premises after
the auction ends, including items from overseas locations. For these goods, an
approximate date of availability will be given in the Lot description and/or the
Important Information for the sale.
10.2 There are a number of factors that can impact on the lead time, including
but not limited to:
10.2.1 delayed arrival into the UK port
10.2.2 customs checks on arrival
10.3 Occasionally our delivery to you may be affected by an Event Outside Our
Control. See clause 17 for our responsibilities when this happens.

17. Events outside our control
17.1 We will not be liable or responsible for any failure to perform, or delay in
performance of, any of our obligations under a Contract that is caused by an Event
Outside Our Control. An Event Outside Our Control is defined below in clause 17.2.
17.2 An ‘Event Outside Our Control’ means any act or event beyond our
reasonable control, including without limitation strikes, lock-outs or other industrial
action by third parties, civil commotion, riot, invasion, terrorist attack or threat of
terrorist attack, war (whether declared or not) or threat or preparation for war, fire,
explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster,
or failure of public or private telecommunications networks or impossibility of the use
of railways, shipping, aircraft, motor transport or other means of public or private
transport.
17.3 If an Event Outside Our Control takes place that affects the performance of
our obligations under a Contract:
17.3.1 we will contact you as soon as reasonably possible to notify you; and
17.3.2 our obligations under a Contract will be suspended and the time for
performance of our obligations will be extended for the duration of the Event Outside
Our Control. Where the Event Outside Our Control affects our delivery of Items to
you, we will arrange a new delivery date with you after the Event Outside Our Control
is over.

INCORRECT OR FAULTY ITEMS:

If any you believe an item is not as described or faulty, we do require that you notify us in writing by email with as much information as possible (images, if necessary). This must be within 48hrs of us delivering your item. Please note that auction items do not carry a warranty.