Frequently asked questions


When I placed my order it stated that my item was in stock, however it still hasn't shipped?

How do I check my order status?

Can I cancel my order?


Delivery Options

Please Note: Any time or date stated for delivery is an estimate only. Insight will make every effort to despatch goods on time, but due to circumstances beyond our control, we cannot guarantee next day delivery.

Important Delivery Notes:

  • An order placed after 3:00pm, may not be shipped until the next business day.
  • Most orders are shipped the same day they are placed if all the products are in stock.
  • Orders placed for Overnight Delivery are usually delivered on the next business day. For example, orders placed on Friday morning are normally shipped on Friday, and delivered on Monday.
  • Orders placed on Saturday or Sunday are normally shipped on Monday and delivered on Tuesday.
  • Every Insight web order shipped requires a signature for delivery.
  • Orders will not be left at your doorstep.
  • Insight does not deliver to PO Boxes.

Delivery to a Different Address

We understand that many households work during the day and are therefore unavailable to take courier deliveries. We will deliver to a different verifiable business address to that registered for your payment method following a confirmation fax from you containing the company letterhead. Unfortunately we are unable to deliver to another residential address to that of where the card is registered.

Orders over £2,000

Purchase order confirmation will need to be sent in on headed paper if for a company purchase. For all consumer purchases an email breakdown of the order with a clear instruction to 'go ahead with the order' is required.

Delivery Information

Delivery Charges (Mainland UK)

Standard Next Day Service 0kg - 15kg
Per additional kilo
0.73 pence per kilo*
Next Day Before 12:00pm 0kg - 10kg
Per additional kilo
0.73 pence per kilo* 
2-3 Day Shipping (Web orders under £1,750 only) 0kg – 10kg
Limited to 10kg
2-3 Day Shipping (Web orders under £400 only) 0kg - 3kg
Limited to orders under 3kg

* Shipments over 16kg are banded and based on 0.73p/kg. Heavier shipment charges can be clarified and options discussed with your account manager. Other services available include Saturday am, pre-10:30am and 2-3 day shipping on web orders. Please confirm your request and any non standard delivery charges with your Account Manager when placing your order.

Paying By Card

Insight takes responsibility in protecting clients from credit card fraud very seriously and we have extensive fraud screening processes in place to protect both our business and clients.

Delivery to a different Country

We ship to mainland Britain, Ireland, Isle of Man, Scottish Highlands, Isles of Scilly & the Channel Islands and Europe. For Americas, please contact our locations in Canada or the United States. For more information, contact your Account Manager or call the general enquiries line on 0844 846 3333. Insight UK does not generally ship internationally, however we may be able to accommodate requests made to an Account Manager.


Returns & Refunds

How do I return an item I have ordered in error?

How do I return an item that has been sent incorrectly?

How do I return an item that has arrived damaged?

How do I return an item that is faulty?