FAQs
Have a question regarding the EU store? Click here for more information.
Q How much will the carriage cost be for my order?
A Shipping is calculated and displayed to you at checkout depending on what’s in your order and where it’s being delivered to.
Q Where is my order being sent from?
A All of our orders are shipped from our warehouse in Manchester, UK.
Q Which carrier should I expect my order to be delivered with?
A We usually use DHL or Interlink Express for most of our shipments.
Q Will I need to sign for my order?
A Deliveries will need to be signed for and carriers are unable to leave consignments anywhere without a signature. Should this be an issue, get in touch and we can try and work something out for you.
Q How long will it take for my order to reach me?
A This can vary depending on where the delivery is being made to. As a guide, the below delivery times are often seen to be about right but if delivery time is critical, do get in touch and we can usually find a way to meet your deadline.
- UK Standard – 1-3 business days
- UK Express – 1 business day
- EU Standard – 7-10 business days
- EU Express – 1-3 business days
- Rest of World – 5-10 business days subject to Customs
Q Will there be any additional costs to pay on receipt of my order?
A If you’re delivery is to a country outside the European Union, Customs in the delivery country may ask the recipient to pay Import Duty or other local taxes on the goods before allowing them to be delivered. Please be aware of what these costs may be to avoid any unpleasant surprises.
Refunds/Returns
Q I’d like to return/exchange something I’ve bought. What should I do?
A Drop us a line and we can usually arrange the return of most products within 30 days as long as the items are in unused re-saleable condition. If you could include your order number when getting in touch it will help us to arrange your return as quickly as possible.
Q Will you collect my return from me or do I have to post it back to you?
A Except under certain circumstances, the cost of return postage has to be covered by the customer. We’d recommend sending all returns by a tracked service. We can collect if sending the return yourself is difficult, get in touch if you would like a quote.
Q One or more of my items has developed a fault. What should I do?
A Drop us a line and we will arrange a refund/replacement for faulty goods. If you could include your order number, a brief description of the fault and a digital photo of any visible issues when getting in touch, it will help us to resolve the problem as quickly as possible.
Payments
Q What payment types do you accept?
A We accept the following payment types:
- Major Credit/Debit Cards and PayPal
Q Can I pay in another currency?
A Our site only accepts payments in GBP. For other currencies a conversion fee may be applied by your financial institution.
Other Things
Q I can’t get through to anyone on your helpline?
A Our team work processing and despatching your orders Monday to Friday between 9am and 5pm (GMT), excluding UK Public Holidays and the whole period from Christmas Eve through to the day after New Year’s Day. Outside of these hours, drop us an email and we’ll get back to you as soon as we’re back in the office.
Other Useful Information
In case your question isn’t answered here, check out some of our more extensive policy pages below or drop us a line.
EU Store
We have been busy designing some great new products and at the time taking the opportunity to review our services. The new JCB Collection has been designed with the help of JCB’s Industrial and Graphic Design teams to bring exciting, new branding and design elements to elevate our collection to new heights. The look is purposeful and robust, just like the machines. At the same time, we are pleased to announce the launch of our EU warehouse, so that the JCB Collection is available right where you need it!
Q What has changed?
A From now, for our EU based dealers, a selected rage of core product will be held and distributed via BA’s warehouse in Germany. UK and ROW dealers will continue to have orders despatched via BA’s UK warehouse. So much of the below will not impact you.
Q Why has it changed?
A We are always looking for the best way to support our dealers and by making this change we can have the products that you buy most available via our German warehouse at an improved price.
Q Why is this happening now?
A We are always looking for the best route to market. With the evolution of both the JCB Collection itself and BA’s purchasing & logistics strategy, we now have the capabilities and opportunity to hold stock in both UK & Europe. Post Brexit, this allows for a significant cost saving we can share with our customers.
It is something that we have talked about post Brexit, but the timing was never quite right but with the launch of the new collection we wanted to deliver this to our dealers in the most impactful way possible. So, it was time to make the change.
Q Where is the warehouse?
A The warehouse is located in Gelsenkirchen, Germany.
Q Is it the same product?
A Yes…exactly the same!
Q Can I still order the other products?
A Yes! We will hold the entire collection in the UK and that is still available to all EU Dealers via the portal. You will have to change the warehouse that you are ordering from which will be clear on the website. Your default warehouse will be based on your location.
Q Can I order from both warehouses on one order?
A No, unfortunately not, you will need to place two orders. One from our UK warehouse and one from our EU warehouse. This is to ensure that we remain tax and VAT compliant in each jurisdiction. The pricing on your UK to EU orders will remains unchanged.
Q Is there a carriage charge?
A All orders under €150 from either warehouse will have a carriage charge based on location…orders over €150 will have no additional carriage charge!
Q What courier services will be used in the EU?
A Shipments leaving our German warehouse (EU-to-EU) standard service will be 3 days.
Post Brexit the service used to get the goods to the EU was an express service and this was built into your pricing because at the time we felt it was important to get your orders to you as fast as we could. You may have even benefited from a next day delivery on order from the UK to the EU. This, however, was costly and part for the reason for our pricing structure. Moving forward, we will now send EU-EU deliveries on a standard service, which might take a day or so long but that represented another area where we can pass a saving back to the dealers.
Q Can I use the same login in?
A Yes, you will still be able to access the portal as you did before. Just make sure to check which warehouse you order ordering from.