FAQ’s

Deliveries outside of mainland UK are continuing for commercial customers; however, we unfortunately no longer deliver consumer orders to the Scottish Islands, Scottish Highlands, Isles of Scilly, Isle of Man, Isle of Wight, Northern Ireland, Republic of Ireland & Channel Islands.

We are able to deliver spray mop bottles and small parts to the above areas via Royal Mail. Parts cannot currently be ordered on our website, therefore you will need to contact us to place an order for small parts/bottles. A higher delivery fee will be charged for this service.

Orders can take up to 5 working days to be delivered.

If your item has still not arrived within this time and your tracking information has not updated, please contact us and we will look into the status of your delivery.

Once your order has been arranged for dispatch, you will receive an email confirmation which will include your tracking number and the name of the courier delivering your parcel. To track your order, you will need to go to the courier website and track the parcel by using your unique tracking number that has been provided on the email.

Orders are delivered within 5 working days, however, this may be extended during our busier periods such as Christmas.

The majority of orders are delivered via Evri or DPD.

Standard delivery to mainland UK is £3.95 and is free for orders over £30.00.

We are able to deliver small parts to Ireland, the ROI and some remote areas. If you need a quote for this service, please directly contact our customer service team on 01656 664483, and they will be able to provide you with a cost for the delivery.

Unfortunately, we currently only offer a standard delivery service, however we aim to deliver orders as soon as possible.

Unfortunately, once an order has been confirmed, we are unable to make amendments on any information provided; however, if an order has not yet been dispatched, we can change the address manually to ensure it is delivered to the correct address. On some occasions, it may also be possible to change a delivery address with the courier once an order has already been dispatched but this is not always possible.

If you need to change your address, we would advise contacting our customer service team directly on 01656 664483 as soon as possible.

Your order will be returned to us if the information is incorrect or if the courier has not been able to deliver your parcel after multiple attempts and no contact was possible. If your tracking shows your order is being returned to us, please contact us and we will be happy to assist.

We’re sorry to learn that your order has arrived damaged. Please send an image of the damaged item(s) to info@addis.co.uk and we will look into resolving the issue as soon as possible. Please use the subject of the email to note your order number.

We’re sorry to learn that your order is incorrect. Please send an image of the incorrect item(s) to info@addis.co.uk and we will look into resolving the issue as soon as possible. Please use the subject of the email to note your order number.

We’re sorry to learn that your order is missing an item. Please send an image of your dispatch note to info@addis.co.uk and advise which item is missing from your order. Once this is received, our customer service team will look to resolve the issue for you as soon as possible.

If you’re not home when a delivery is attempted, the courier will normally put a note through your letterbox to advise a delivery attempt had been made, and they will try to deliver the following working day. After multiple attempts without success, the courier will either deliver the order to your neighbour or they will arrange for the parcel(s) to be sent back to us. If your tracking shows your order is being returned to us, please contact us and we will be happy to assist.

Unfortunately, there are various circumstances that can cause delays. The couriers will normally keep you updated with any delays via the parcel tracking facility; however, if the status of the delivery has not been updated by the courier for 48 hours, please contact us and we will be happy to assist.

The guarantee period varies with different products; however, all Addis products are guaranteed against manufacturing defects for a  period of 1 year from the date of purchase. Proof of purchase is required to validate the guarantee and without this, you will not be able to make a claim.

If your product has become faulty and you need to claim under the guarantee, please complete our complaints form and we respond to your claim within 5 working days. Proof of purchase is required to validate the guarantee and without this, we will not be able to assist with providing a replacement.

Initially, we will look to repair the item and when this is not achievable, we will provide a replacement. In most instances, we are able to replace with the same item you originally purchased, however this is not always possible. If a product has been discontinued or is exclusive to a retailer where we do not hold the stock, we will offer a similar alternative as a replacement.

We have a number of spares available to purchase or replace as part of your guarantee.

At present, we do not have all available spares on our website, therefore please send an image of your item or of the part you need replacing to info@addis.co.uk and we will advise if the component is available to send to you.

Proof of purchase is required to validate the guarantee and without this, you will not be able to make a claim against the guarantee. There are also other factors to consider when making a claim and Addis will only repair/replace items that have become faulty due to a manufacturing defect.

The guarantee is supplied with your original purchase and does not renew if the item is repaired or replaced under the guarantee. After your item has been repaired or replaced, the item will remain covered for the period of time remaining on the guarantee from the original purchase date. For example, if you purchased a product on 1^st April 2022 with a 10-year guarantee and received a replacement on 21^st September 2027, the guarantee supplied with your original purchase would apply to your replacement and would not expire until 1^st April 2032. Proof of purchase is required for all claims, therefore please ensure this is retained for the full guarantee period.

The guarantee will commence from the date of purchase and the length of time your product is guaranteed for will depend on the item you have. The guarantee period will be stated on the product packaging, however, if you are unsure and need clarity on the guarantee you are entitled to, please contact us and we will be happy to provide you with the information. Proof of purchase is required for all claims and without this to validate your guarantee, we will not be able to assist with a replacement. The guarantee covers any manufacturing defects and does not cover damage resulting from accident, misuse or abuse, lack of reasonable care, or the affixing of any attachment not provided with the product. No responsibility is assumed for any special, incidental, or consequential damages.

Providing you have your proof of purchase to validate the guarantee, you will be entitled to claim against the guarantee, regardless of where the item was purchased. If an issue occurs within the first 30 days, the item will need to be returned to the retailer for a replacement. After 30 days, Addis will look to resolve any issues for you. However, there are certain product guarantees that need to be dealt with by the retailer due to their exclusivity. We would ask you to contact us in the first instance with any issues, as we will be able to assist you and provide contact information if necessary.

For claims against the guarantee, proof of purchase is required. If you are able to obtain this from the purchaser, please complete our complaints form and we respond to your claim within 5 working days.

We have a number of spares available to purchase, however, we currently do not have them available to purchase via our website, therefore please send an image of your item or of the part you need replacing to info@addis.co.uk and we will advise if the component is available to send to you.

If you want to cancel your order, please contact our consumer customer care team immediately on 01656 664483 and they will look into the current status of your order. If your parcel has already been arranged for dispatch, it will not be possible to cancel your order. In this instance, we would advise you to refuse the parcel when delivery is attempted and the order will be returned to us. We will then be able to issue a refund for the full amount.

Unfortunately, once an order has been confirmed, we are unable to make amendments on any information provided; however, if an order has not yet been dispatched, we can change some information manually.

If you need make changes to your order, please contact our customer service team directly on 01656 664483 as soon as possible.

Our website will not allow you to add items to the basket that are out of stock, therefore you will not be able to pre-order.

Products on our website have to be sold at the RRP, not to undercut any of our trade customers, therefore we will not be able to price match.

Unfortunately, once an order has been confirmed, we are unable to make amendments on any information provided; however, if an order has not yet been dispatched, we can change the address manually to ensure it is delivered to the correct address. On some occasions, it may also be possible to change a delivery address with the courier once an order has already been dispatched but this is not always possible.

If you need to change your address, we would advise contacting our customer service team directly on 01656 664483 as soon as possible.

As soon as your order has been placed, you will receive an email confirmation. Please also check your junk folders as our emails may appear there. If you have not received your order confirmation, please contact us and we will be able to send a copy.

Unfortunately, we do not ship singular items to consumers internationally; however, if you are a commercial customer interested in us providing you with a quote, please complete our enquiry form (linked below) to speed up the process of your quote, and our International Sales Manager will get in contact with you.  https://docs.google.com/forms/d/e/1FAIpQLSd6DrXuIfvsoUzQcwRs2PeOI5LANDjbehaNmgabw1GVtae_xQ/viewform?usp=sf_link 

For other enquires relating to international commercial orders, please contact our International Sales Manager via email:intl@addis.co.uk

Unfortunately, due to the way our orders are processed, it is not possible to add an item to your order once it has been placed; however, if the order has not yet been packaged, we will be able to place a manual order with free delivery and arrange for both orders to be sent together. As this is time-sensitive, we would advise contacting our consumer services directly on 01656 664483 at your earliest convenience and we will be able to advise if your request is possible.

We currently accept VISA, VISA Electron, MasterCard, Maestro, Diners Club, JCB & PayPal.

Trust Payments is a trusted and secure payment system that we use to make shopping online safe, therefore you can be sure that your card data is secure.

To obtain a VAT invoice, please contact us and we will be able to send a copy via email.

Promotional codes will be available on our website. Codes found on external sites will not be valid, therefore will not work on our website. If you are having an issue with a code from our website, please contact us and we will be happy to assist.

We are a British brand, and a large number of our products are made in the UK; however, there are certain products/materials that have to be sourced outside of the UK for various reasons. Please rest assured we meet all international guidelines to ensure all staff are treated fairly. The manufacturing facilities are fully compliant and pass regular external social and ethical audits, including audits accredited by Sedex, which are monitored annually to ensure we exceed the required standards.

To clarify, external audits include BSCI, Sedex, Smeta and ISO9000 and ISO9001.

The majority of our product manuals are stored digitally, therefore please contact us with the product manual you require and we will send this to you via email.

All of our products that come directly into contact with food are BPA free.

We recommend using a non-abrasive cloth with alcohol, lemon juice, or olive oil to remove residue left from the glue.

The liners that we have available have been specifically designed for some of our bins. Please see below:

– 517536 compost liners – suitable for use with all of our compost and kitchen caddies

– 518023 30L bin liners – suitable for our 30L round metal bins which include 518831, 518832, 516179, 515783, 518682, 518017.

– 518024 50L bin liners – designed solely for use with our 50L pedal bins

– 504870 90L degradable refuse sacks – for use with our 90L outdoor dustbins

If we do not have a liner that is suitable for your bin, we recommend purchasing liners that are at least one size larger than the capacity of the bin you have. The reason for this is because the majority of standard liners available in most supermarkets have been designed for cylindrical bins, therefore a 30L liner for a 30L rectangular bin would not be compatible.

The majority of standard liners available in most supermarkets have been designed for cylindrical bins, therefore if you have a rectangular bin or a bin that is not cylindrical, the liners will not be compatible. Due to this, we recommend purchasing liners that are at least one size larger than the capacity of the bin you have.

Prior to installing your airer, it is important to ensure that a suitable location for the airer is established to make sure the rotary has room to rotate freely once the arms are extended.

External influences can also affect the resistance of our rotary airers; therefore, we would advise the following:

– When the airer is not in use, fold the item down as this will keep it protected against the elements. If your airer is supplied with a line tidy strap, we would also recommend using this when the airer is not in use, as it will provide extra security.

– Prior to unfolding your airer, please ensure none of the line is tangled around any of the arms

– It is vital not to use your rotary airer in heavy winds. Damage resulting from use in heavy winds can void your guarantee.

– Please do not exceed the maximum weight capacity for you airer, as doing so may result in damage. It is also important to evenly distribute the weight, therefore do not place a heavy duvet on the airer as this will result in too much weight on one side of the airer.

Installing directly into the ground

Place the ground socket in a vertical positioning, maintaining this position at all times. We strongly advise using a flat block of wood to hammer the ground socket into the ground with a mallet. This will protect the socket and maintain its shape.

Installing in concrete (highly recommended)

Dig a hole around 50cm deep and 20cm square. Fill in part of the hole with your concrete mix and place the ground socket vertically in the centre. Continue to pour the rest of the concrete into the hole, ensuring the socket is held in an upright position. Allow this to set for around 48 hours before use.

You should ensure that a suitable location for the airer is established, making sure the rotary has room to rotate freely once the arms are fully extended.

Our Deluxe and Shirtmaster ironing boards have replacement covers that have been specifically designed to fit. If you have our Cirrus ironing board, we recommend our easy fit board cover. For all other ironing boards, you will require our medium or large perfect fit covers, which fits boards up to a certain size and can be fitted by using the drawstring provided.

Medium perfect fit cover – fits boards up to w1110mm x d350mm

Large perfect fit cover – fits boards up to w1350mm x d460mm

The instructions will differ depending on which airer you have as some airers will have clips and with others, the line will be tied to the arms. Therefore, we would advise you to contact our customer care team and they will be able to send the appropriate instructions for adjusting the line tension.

The compost caddy is dishwasher safe; however, we have discovered that after prolonged use in the dishwasher, the lid discolours, therefore we now recommend handwashing the product to prevent any unsightly discolouration to the caddy.

Yes, the TPR (Thermoplastic rubber) used is the same material that is used in our microwavable range.

If you are unhappy with your purchase, you have a right to return without reason within 14 days of receipt of goods.

If the item is not damaged and you choose to return, you will be responsible for the cost of returning the package to us. Once the parcel is received, we will issue a full refund, less the delivery charge (if applicable).

Please ensure items are returned to us in their original packaging.

For further information, please see our delivery & returns page.

We do not require you to arrange the return of items that have arrived faulty/damaged, therefore in this instance, we would kindly ask you to contact our customer service team on 01656 664483 for a resolution.

If you are choosing to return a product for any other reason, you are responsible for arranging the the return of the parcel, including the charges incurred. Once the parcel is received, a full refund will be issued, less the delivery charge (if applicable).

Please return the products in their original packaging and include your dispatch note.

Unfortunately, it is not possible to exchange an item, unless you have received a damaged or incorrect item.

Once we have received your returned parcel, the amount will be refunded within 5 working days. Please note the refund will be less the delivery charge (if applicable). Please keep your proof of postage until you have been refunded.

Yes, the products must be returned in their original packaging. If you have disposed of the outer box, you may use another sturdy box.

Please contact us and we will be able to provide you with information on how to become a distributor.

Please contact us and we will be able to provide you with information on how to open a wholesale account.