Delivery information

Where we deliver

We deliver to UK mainland addresses only. UK mainland means England, Wales, and mainland Scotland up to but not including the Highlands postcodes that require pallet surcharges (we ship to IV / KW / PA / PH and similar but lead times extend by 2 to 3 days).

We do not currently deliver to:

• Northern Ireland
• Channel Islands (Jersey, Guernsey)
• Isle of Man
• Republic of Ireland or anywhere outside the UK

For these destinations contact us on 0203 488 1889, we may be able to arrange a freight quote separately.

Delivery cost

• Free UK mainland delivery on orders over £1,000 ex VAT
• Orders below £1,000 ex VAT are charged at cost (typically £25 to £85 depending on size and weight). The exact cost is shown at checkout before you pay.
• Highland surcharge of £35 may apply to certain Scottish postcodes for pallet-sized items

London-only pallet items

A small number of bulky units, such as the Sinclair Mobile Air Conditioner, ship on a pallet and are delivered within London only (postcode areas E, EC, N, NW, SE, SW, W, WC). For these items:

• Delivery is a flat £110 + VAT, shown clearly at checkout.
• Checkout only accepts a London delivery postcode for these items.
• The unit arrives on a pallet, which is yours to keep and dispose of after delivery. We do not collect the pallet.

Outside London? Call us on 0203 488 1889 and we’ll see what we can arrange.

Lead times

Stock items (parcel courier)

Air purifiers, portable AC units, smaller components: dispatched within 1 to 2 working days. Delivered next working day after dispatch (DPD or similar).

Wall-mounted split AC and most cassettes

Dispatched within 3 to 5 working days. Delivered 1 to 2 working days after dispatch (pallet courier).

Larger cassettes, cold room kits, blast chillers

Dispatched within 5 to 10 working days. Delivered 2 to 3 working days after dispatch (pallet courier).

F-Gas products awaiting certificate verification

The lead time above starts after we have verified your F-Gas certificate or after you have selected “Install with Be Cool”. If you uploaded a certificate at checkout, we usually verify within 1 working day.

How delivery works

1. You order. Pay via Stripe at checkout.
2. We confirm. Order confirmation email within minutes. If F-Gas verification is required, we contact you within 1 working day.
3. We dispatch. You receive a dispatch email with the courier and tracking number.
4. Courier delivers. For pallet deliveries, the courier rings ahead to book a slot. Standard pallet delivery is kerbside; the courier does not take items into the building unless agreed in advance.
5. You inspect and sign. Check the goods for visible damage before signing. See “Damaged goods” below.

Pallet vs parcel

• Parcel: portable AC units, air purifiers, small components, accessories. Standard courier doorstep delivery, signature requested but not always required.
• Pallet: wall-mounted split kits, cassette systems, cold room components, larger refrigeration. Pallet courier calls ahead, kerbside delivery, signature required.

Pallet deliveries require:

• Clear vehicle access to the delivery address
• Someone over 18 to receive and sign
• Sufficient space at kerbside to set down the pallet

Tracking

Every order gets a tracking number once dispatched. You’ll receive an email with the courier name and tracking link. Standard couriers we use:

• DPD, most parcel deliveries
• Tuffnells / Palletline, pallet deliveries
• Manufacturer direct, occasionally for high-value items

Damaged goods

Always inspect before signing. If you see damage:

1. Refuse the delivery if the damage is significant. The courier returns the goods to us, we replace at no cost.
2. If you accept the delivery but spot damage on unpacking, sign as “damaged” on the delivery note. Without this annotation, claims against the courier are difficult.
3. Photograph the packaging and the damage before unpacking further.
4. Email photos to info@becoolrefrigeration.co.uk within 24 hours of delivery.

We’ll arrange a replacement or refund the goods at no charge. Reports after 24 hours are harder to dispute with the courier and we may not be able to honour them in full.

Missed delivery

If you miss a parcel delivery, the courier typically leaves a card and reattempts the next working day. Pallet deliveries are pre-booked, so missing one usually means a redelivery charge from the courier (typically £30 to £60 for pallets). We pass these on at cost.

Special requirements

Tail-lift delivery, inside delivery, weekend slots, and timed slots can all be arranged at additional cost. Contact us before ordering or note your requirement at checkout, and we’ll quote.

Installation

Installation is separate from delivery. If you selected “Install with Be Cool” at checkout, our installation team will contact you within 1 working day after delivery (or before, if you prefer) to schedule. Installation lead times depend on location, complexity, and our team’s availability, typically 1 to 4 weeks from order. See clause 9 of our Terms and Conditions for the full installation contract.

Contact

Any delivery question: 0203 488 1889 Mon to Fri 8am to 6pm, or info@becoolrefrigeration.co.uk.