Frequently Asked Questions

When I purchase from you, how will I know when to expect my item?

After purchasing we shall email you to confirm the dispatch of your order and also confirm the courier of whom your goods have been sent and also a tracking number for your parcel(s).

What do I do if I have an issue with my product once it has been delivered?

Our proactive customer service team is on hand Monday to Friday between 9.00am and 17.00pm to provide customer support via email. Simply email our customer service team on info@kmsdirect.co.uk with your order details and a description of your issue and we will get back to you promptly.

When will my item be dispatched?

We actively are dispatching orders Monday to Friday up until 15.00pm. We do not dispatch orders placed at the weekend and they will subsequently be dispatched on Monday. Orders placed after 15.00pm Monday to Friday will be dispatched the next working day.

Which couriers do you use?

We use a variety of different couriers to deliver our goods on our behalf based on the size and/or weight of an item and postal location. We happily have great working relationships with our couriers and are happy to work alongside Yodel, Tuffnells, Parcelforce, Fedex, Pallet Track and Royal Mail.

How long do deliveries take?

Deliveries timeframes can vary from courier to courier, however we aim to deliver all orders within a 2-3 working day timeframe after receiving an order.

What happens if I am not in to receive my goods?

Our couriers will leave you a calling card to reschedule a more convenient delivery, however in most instances a second delivery attempt will be made as standard the following working day after an initial failed delivery attempt. Please note this does not apply to items dispatched via the courier Pallet Track of whom offer a booked in delivery.

Can I choose when my item is delivered?

We are not able to offer a time specific delivery slot for our items. If purchasing we encourage our customers to make contact with us if a specific day would be best for delivery as we can then aim to dispatch the order to coincide with such a request. Please note we cannot offer deliveries over the weekend on Saturday or Sunday.