DELIVERY & RETURNS POLICY

**Shipping Status**

Please note that currently our delivery teams are extremely busy and are delivery times are between 5-7 working days after placing your order. If your order is especially urgent please call the sales team before placing your order.

The current cost of living crisis is affecting many of use and unfortunately we are not immune either. The Ukraine crisis, Increasing cost of fuel, Import increases are all coming together to affect everything we do. This is most challenging in the area of shipping and it is with regret that we have had to increase almost all of our bulky item delivery charges. Small items charges currently remain the same but we will keep this in view. The shipping calculator in the cart and checkout pages show you exactly what you will need to pay for us to deliver your order.

Thank you for your ongoing support.

Thank you to everyone who are ordering products online and those calling us. We are super busy trying to take all your orders and get them to you as quickly as possible. We are now back to normal and have now extended our bulky item delivery further across the UK. Small items can de delivered to most UK addresses with dispatch within 24 hours via Royal Mail. This is fixed at £9.99 and FREE for all small item orders over £150.

With the extension of our HIABB equipped trucks we can now delivery more of  your bulky items such as gates, decking, fencing and sleepers and much more.

Our shipping calculator uses your delivery postcode to work out the costs to ship to you. Please use this to work out the exact amount for your order.

We also offer the ability to request a delivery date and time slot (morning or afternoon) to some postcodes. Currently ST and DE only for now. You can do this on the Checkout page under the Shipping and Delivery section.

We can also use What 3 Words to determine your exact location for your delivery. Our drivers are able to use your What3Words address to deliver your order to you. Please enter this too on the Checkout page.

General Delivery

Delivery slots are available Monday-Friday (excluding bank holidays). Saturday delivery can be arranged at extra cost, however please contact our team on 01538 753184 to discuss further.

 If you are unable to complete your order online and would like to place a sizeable order please call our sales office on 01538 753184 as alternative delivery options may be available.

We will make every effort to deliver on the agreed date, but if for any reason we are unable to deliver then there will be no liability whether in damages or otherwise for delay of whole or any part of the goods ordered arising from any cause whatsoever.

Delivery by the company shall be conditional upon access free from encumbrances and good roads being available to the delivery vehicles to the place of delivery.

The company will not accept any liability for damages to property caused during delivery.

If the company, or its agent cannot gain access to the delivery address then additional costs may be incurred. Deliveries are made using large vehicles and it is the customers responsibility to inform the company if there may be an access problem.

This above action must be completed before 2.00 pm on the day prior to delivery. E-mail confirmation of orders also request the customer to contact the company if a delivery problem may occur. A list of likely problems are also enclosed on the e-mail confirmation.

Some delivery vehicles use tail lift offloading, and others HIAB lifts and it must be emphasised that the delivery vehicle must be able to park in an area where the delivery is to be made.

A pallet trolley may then used to manoeuvre the products off the tail lift to the kerbside delivery point, the trolley can only be manoeuvred on a smooth level surface such as concrete, tarmac or paving (not gravel).

The customer, or somebody appointed by the customer, should be at the delivery point to accept the delivery. The company will confirm the outcome by e-mail. In such cases that delivery, in the opinion of the company is not possible, then the company reserves the right to cancel the order.

Small Item or Bulky/Large Item Delivery

Unfortunately, we are not able to offer a nationwide delivery service on our bulky items, however if you would like to place a sizeable order please call our sales office on 01538 753184 as alternative delivery options may be available.

We endeavour to post out your small goods the next working day; however in busy periods this can take a little longer.

UK Orders (other than local)

• Standard UK delivery for small items is £9.99 inc VAT.
• Smaller items are posted using a Tracked 48 (working) hour service.
• Bulky or multiple items delivery is FROM £12 inc VAT to local postcodes.

Bulky or Large Item Delivery

• Most local delivery for bulky items is £18 inc Vat. Please use the shipping calculator on the Checkout and Cart pages to work out your charges to your area.

International Orders

• We do not at this time deliver outside the UK but please contact us for special orders.

Please see our Terms and Conditions for our full delivery policy.

Returns Policy

The following is a quick guide to our returns policy:

If you are not delighted with your purchase you have the right to cancel within 14 days of your purchase, or 14 days from the receipt of the goods (whichever is longer).

In all cases of returns, please email us first to tell us about the issue. If you receive goods which are faulty we will give you the option of a refund or replacement, and we will pay for the return costs of the faulty goods. However please be advised that timber is a natural product and knots, small cracks and twists can be expected and are NOT classed as faulty in the terms of this policy. It is your responsibility to understand this prior to purchase. You may send us photographs of any item that you are unhappy with and we will determine if that is classed as faulty for these purposes.

If you simply change your mind, then we will still refund the purchase price provided you return the goods in an ‘as new’ condition, with all packaging and instructions. You will be responsible for the cost of returning unwanted items, and you should use a tracked or signed for service to do this.

In some circumstances we may charge a restocking or returns fee which is payable by the customer.

• You have 14 days to return a non-sale item to us; items must be in their original packaging, unworn and not damaged. A full refund or exchange will be given.
• You have 14 days to return a sale item to us for a full refund; items must be in their original packaging, unworn and not damaged. A full refund or exchange will be given.
• We offer an extended period of returns at Christmas for goods purchased as Christmas presents. Last return date for Christmas presents is January 14th.
• You must make your own arrangements to return goods to us and all postage costs are to be covered by you unless the goods are deemed faulty