At ArrowXL, our agents and people are committed to providing excellent customer service and resolving customer enquiries as best as they can.

We kindly ask all customers to communicate respectfully when contacting us. Our people have the right to a safe work environment and not to be subjected to aggressive, abusive or offensive language or behaviour, regardless of the circumstances. Examples of this behaviour include, but are not limited to:

• Threats of physical violence
• Swearing and offensive language
• Inappropriate cultural, sexist, racial or religious references; and
• Rudeness, including derogatory remarks

Aggressive, abusive, threatening, or offensive language or behaviour will not be tolerated.

Where a customer communicates, or continues to communicate, using such language and/or behaviour, ArrowXL will exercise its right to restrict contact. The precise nature and action will be appropriate and proportionate to the nature of the language or behaviour and the circumstances of our staff and the customer. Whilst this communication is generally around telephone calls into our service centre, the communication also applies to written communications such as webchat, emails, text and social media/online forms.

When deciding to restrict contact, we will consider any special requirements of those affected by our decision. For example, where someone cannot read, we are unlikely to limit communications to writing only unless we are satisfied there are reasonable adjustments in place to enable the customer to read our response, such as a representative.

We may decide to, amongst other considerations:

• Have the right to put customers on hold or to end the call - we will usually attempt to warn the caller that their conduct is unacceptable and allow them the opportunity to moderate their behaviour.
• Report the language or behaviour to our Clients which may affect the customer’s order.
• Continue to investigate and support the customer’s complaint, however, if we terminate all contact, this may mean we discontinue the investigation into the complaint.
• ‘Call barring’ their phone number for inbound calls and/or limit future interactions with the customer.
• Refer the matter to the police or other relevant authority where a criminal offence has been threatened or committed.

Thank you for your understanding and cooperation.

You can use our tracking facility on the day of your delivery or collection by visiting askAXL. Please make sure you have your postcode and tracking reference available.

If your order hasn’t been dispatched from your retailer, please contact them directly for more information.

You may have received your tracking reference from your retailer. The reference is usually 10 to 13 digits long and can be a mixture of numbers and letters.

If you did not receive a tracking reference from your retailer, get in contact with us using one of our contact methods. You will need to pass our security checks when you contact us.

You can check the date you’ve booked by visiting askAXL and entering your details. You will then be shown the date you've booked.

If your order hasn’t been dispatched from your retailer, please contact them directly for more information.

If you have a mobile number on your account, we will send you an SMS booking link and you can select a date.

If you have an email address on your account, we will email you a booking link and you can select a date.

If you have a landline number on your account, a member of the team will contact you to arrange a date.

We are unable to amend the time slot after it has been issued, however, we do have a few options available to help:

1. Can you ask somebody else to be in? They will need to be a responsible adult (aged 18 or over) and have full access to the property.
2. Would another day be better for you? If you are happy to wait a little longer, you can select a day when you will be available
3. Pre-Call: Our delivery team will give you a call up to 30 minutes before they arrive at your property. Does this give you enough time to nip home if you aren’t far away?

We are unable to change the address on your delivery. Please contact the retailer directly who will resolve this for you.

You can contact us to amend your contact number by using one of our contact methods. It is important we have the right contact details we will use this to send you your two-hour delivery time slot. We will also call you 30 minutes before our delivery teams arrive or if there are any changes to your planned delivery.

We are unable to leave your delivery in a safe place. All deliveries require digital signatures.

We are unable to deliver items to neighbours.

Once your order has been shipped from the mainland, we will contact you to arrange a convenient delivery date. Please be aware this can take up to 10 working days.

If you have already accepted delivery of the order, please contact your retailer to arrange a return.

If your order hasn’t yet been delivered, you can cancel by contacting your retailer.

If your order is scheduled for delivery or collection today, please let us know we no longer need to attend your property. This will help us contribute to reducing our carbon emissions.

You can contact us via any of the methods available.

Washing Machine

Disconnect from the electrical supply and disconnect from the water supply, we cannot collect if the washing machine is still connected.

Fridge / Freezer

Disconnect from the electrical supply, make sure the product is fully defrosted, and ensure the item is free from perishables.

Furniture

Ensure the product is appropriately packaged (The same way the item was delivered) furniture needs to be fastened together with no loose parts and please ensure that the items are safe to carry with no sharp edges protruding through the packaging.

Beds

Ensure all bedding is removed from the bed.

Sports Equipment

Disconnect the product from the electrical supply, dismantle the product, and ensure the product is appropriately packaged (The same way the item was delivered).

We are always on hand to help and you can contact us on 01942943700 or using any of the methods we have provided on this page.