Shipping policy

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ROBAM UK Shipping and Delivery Policy

Last updated: 4 June 2026

This policy explains how we process, dispatch and deliver orders. Delivery dates are estimates unless ROBAM UK expressly agrees a guaranteed date in writing.

Nothing in this policy affects your statutory rights.

1. Who We Are

This website is operated by:

ROBAM UK LTD
Company number: 14795393
Registered office: 20-26 Kay Street, Manchester, England, M11 2DU
Trading address: 22-26 Kay Street, Manchester, M11 2DU
Email: info@robamuk.com
Telephone: 0161 260 2200

2. Delivery Coverage

We offer free standard delivery on range hoods, ovens, hobs and other appliances to eligible UK mainland addresses.

We do not normally deliver to Northern Ireland, the Scottish Highlands and Islands, the Isle of Man, the Isle of Wight or the Channel Islands unless delivery is agreed with us before ordering.

Some remote, rural, restricted-access or congestion-controlled locations may require additional time, a different delivery service or an additional charge. We will contact you before dispatch if this applies.

Contact us before ordering if you are unsure whether your address is covered.

3. Order Processing and Dispatch

For in-stock products, we aim to dispatch the order from our office or warehouse within 1-2 working days after order confirmation and successful payment checks.

Orders are processed Monday to Friday, excluding UK bank holidays.

Dispatch may take longer where:

  • The product is shown as pre-order, back-order or made available from another supplier.
  • Payment, identity, address or fraud-prevention checks require additional information.
  • The order contains several products that are being dispatched together.
  • We are waiting for the customer to confirm delivery, access or installation-related information.
  • Severe weather, stock issues, safety concerns or events outside our reasonable control affect dispatch.

If we become aware of a significant dispatch delay, we will contact you.

4. Delivery Times After Dispatch

We use delivery partners including Montgomery Transport and other parcel, pallet and specialist freight providers.

Delivery partners commonly aim to deliver within approximately 48 hours after collecting the order from us. This is a carrier estimate and is not a guaranteed delivery time.

Based on normal delivery experience:

  • Many orders arrive around 3-4 working days after order confirmation.
  • Customers should allow approximately 3-7 working days after order confirmation for an in-stock order.
  • Carrier delivery may take up to 5 working days after dispatch.
  • Delivery may occasionally take longer because of routing, depot capacity, delivery appointments, access restrictions, traffic, weather, remote locations or other carrier delays.

Unless we expressly agree a guaranteed date in writing, do not book an installer, remove an existing appliance or begin irreversible kitchen work until the goods have been delivered, inspected and confirmed as correct and undamaged.

We are not responsible for avoidable installer, contractor or project costs booked before delivery and inspection, except where the law requires otherwise.

5. Tracking and Delivery Updates

Where available, we will provide tracking details or the delivery partner's contact information after dispatch.

Once a delivery partner has collected the goods, that partner controls its daily routing, depot handling, appointment scheduling and live delivery updates. For the fastest live update after dispatch, please check the tracking information or contact the named delivery partner directly.

If:

  • Tracking has not updated for an unreasonable period;
  • The delivery partner cannot assist;
  • The goods have not arrived within 5 working days after dispatch; or
  • You believe the shipment may be lost or seriously delayed,

please contact ROBAM UK at info@robamuk.com or 0161 260 2200 so that we can investigate with the delivery partner.

Although delivery partners handle transport and live updates after collection, your sales contract remains with ROBAM UK and your statutory rights are unaffected.

6. Delivery Methods

Small and medium items may be delivered by a parcel courier.

Large appliances, including cooker hoods, ovens and hobs, may be delivered by palletised or specialist freight to reduce the risk of transport damage.

Unless we expressly agree otherwise in writing, large-appliance delivery is to the nearest safe and accessible unloading point outside the property that the delivery vehicle and driver can reasonably reach.

Standard delivery does not include:

  • Installation.
  • Disconnection, removal or disposal of an existing appliance.
  • Carrying or moving goods inside the property.
  • Carrying goods upstairs or through restricted access.
  • Packaging or pallet removal.
  • Wall, cabinet, ceiling, ducting, electrical or gas work.

The driver may refuse an unsafe delivery or unloading request.

7. Customer Delivery Responsibilities

Before ordering and before dispatch, please ensure:

  • The delivery address, postcode, email address and telephone number are accurate.
  • The delivery address is within our stated delivery area.
  • There is suitable vehicle access, parking and a safe unloading location.
  • You have told us about narrow roads, height or weight restrictions, controlled access, stairs, flats, loading restrictions, parking restrictions, congestion zones or other relevant issues.
  • An authorised adult is available to accept delivery where required.
  • You can safely move and store the goods after unloading.

The customer is responsible for checking that the packaged product can be moved from the unloading point to its intended storage or installation location.

8. Delivery Appointments

Some delivery partners may contact you by telephone, text message or email to arrange or confirm delivery.

Please respond promptly and ensure the contact details supplied with the order are correct.

A delivery appointment or estimated time window is not guaranteed unless the delivery partner or ROBAM UK expressly confirms that it is guaranteed.

9. Missed, Failed or Refused Deliveries

If delivery cannot be completed because of:

  • Incorrect or incomplete delivery information;
  • Customer unavailability;
  • Failure to respond to the delivery partner;
  • Unsafe or unsuitable access;
  • Undisclosed restrictions;
  • Refusal without a product-related reason; or
  • Failure to follow reasonable delivery instructions,

we may ask the customer to pay the actual and reasonable redelivery, storage or return cost where legally permitted and where the relevant cost was properly disclosed.

Refusing delivery does not by itself clearly notify us that you wish to cancel the order. Contact ROBAM UK promptly if you wish to cancel.

To help avoid a missed delivery, please check your email and SMS messages for delivery scheduling notices from our delivery partner, and watch out for calls from unfamiliar numbers, as this may be our courier trying to reach you. Please turn off silent/do-not-disturb mode and any call-blocking around your expected delivery window, and make sure someone is available to receive the parcel at the agreed time.

If no one will be available at the agreed time, please contact our delivery partner (Walkers, for parcel deliveries) at least 1 working day in advance to rearrange the delivery slot. A redelivery fee may be charged if a delivery is missed without rescheduling, and this fee will definitely be charged if the delivery partner determines the missed delivery was deliberate.

After multiple missed deliveries, the parcel will be returned to us, and we reserve the right to deduct any delivery charges incurred from your refund.

10. Inspecting the Delivery

Please inspect the pallet, packaging and goods as soon as reasonably possible.

If the packaging is visibly torn, crushed, wet, punctured or otherwise damaged:

  1. Ask the driver to record the damage where possible.
  2. Take clear photographs before opening the packaging.
  3. Keep the pallet, straps, wrapping, labels and all protective packaging.
  4. Contact us as soon as possible, preferably within 48 hours.

Prompt reporting helps us investigate and make a carrier claim. It does not affect a Consumer's statutory rights.

Do not install or use an item that appears damaged, incorrect or incomplete. Contact us first.

11. Delayed or Missing Orders

Carrier delays can occur after we have dispatched an order, including delays caused by depot capacity, traffic, weather, delivery-route changes, remote locations or appointment availability.

Please first use the tracking information or contact the named delivery partner for a live status update. If the delivery partner cannot resolve the issue, contact ROBAM UK and we will investigate.

We will take reasonable steps to assist and to complete delivery. Unless another delivery period has been agreed, Consumer orders will be delivered without undue delay and no later than 30 days after the contract was formed, as required by applicable law.

If delivery becomes impossible or is substantially delayed, you may have the right to cancel and receive an appropriate refund.

12. Risk and Ownership

For Consumers, risk of loss or damage remains with ROBAM UK until the goods come into the physical possession of the customer or a person identified by the customer to take possession.

Different rules may apply where the customer independently arranges a carrier that ROBAM UK did not offer.

Ownership of the goods transfers after we receive full payment.

13. Changes to the Delivery Address

Contact us immediately if the delivery address needs to be changed.

We cannot guarantee that an address can be changed after dispatch. A change requested after booking or dispatch may cause delay or additional carrier charges. We will tell you about any additional charge before agreeing to the change where reasonably possible.

For fraud-prevention reasons, we may require further verification before changing a delivery address.

14. Contact Us

For order-processing or dispatch questions before collection by the delivery partner, contact ROBAM UK.

For the fastest live routing or appointment update after dispatch, use the tracking information or contact the named delivery partner first. Contact ROBAM UK if the delivery partner cannot resolve the issue.

ROBAM UK LTD
Email: info@robamuk.com
Telephone: 0161 260 2200
Trading address: 22-26 Kay Street, Manchester, M11 2DU