Customer Charter

At HARVEYS, quality of service is our prime objective. We are always seeking to improve our existing high level of customer service and constantly monitor the way our departments operate and interact with you, our valued customer.

With this in mind we have introduced the HARVEYS ‘Charter Mark’, a customer charter that sets an even higher level of customer satisfaction and one which we endeavour to achieve at all times.


Fast Telephone Response

We aim to answer all telephone calls within 6 rings or direct them to our automated telephone system, through which you will be able to place orders, contact personnel or leave messages for the department or person you require.

Fast Emergency Response

For an emergency trade person we will endeavour to attend site with 90min from your initial call.

Next Day Delivery

Gold Service
As part of our continuous improvement of services we endeavour to deliver products before 3pm the following day but guarantee they will be delivered before 6.30pm. This applies to orders placed before 3.00pm and available from stock whether they have been placed by telephone, On-line, fax or e-mail.


Replacement Parts

All orders for replacement parts will be dispatched on the day of the order, dependent on stock availability.

Customer Relations


We guarantee to contact you within 15min of your initial call and again on completion of your works or order. Your HARVEYS area representative will either make a personal visit or contact you by telephone to ensure you are received a quality service so you remain a satisfied HARVEYS customer.

One Hour Order Collection

You can collect orders from our ‘Order Collection Point’ by using our dedicated ‘Order Collection’ fax line - 01322 555155. All orders received on this fax line and available from stock will be ready for collection within one hour. This service is available between 07.30am – 5.00pm Monday to Friday.

Proof of Delivery

Where requested, we guarantee to provide a copy of our carrier’s proof of delivery within 3 days of notification.

Goods Returns

Faulty or damaged goods for return to HARVEYS will be collected within 3 working days of notification. If goods are not available when we attempt collection then a £15.00 charge will be levied. Any credit payment due will be raised within 14 working days of notification.

To help us to help you, please state clearly, ideally on a HARVEYS Returns Note, exactly what goods are required for collection and the reason for their return. Fax the Returns Note to 01322 555155.