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How we Deliver:


We provide cost-effective and dependable shipping solutions for any order size, whether you need a single length delivered next day, 300 miles away, or hundreds of lengths for a larger project. Our extensive network of haulage partners ensures your timber arrives on time and in perfect condition.

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  • Delivery Quotes:
    Easily calculate your shipping costs on our cart page, or get in touch via phone or email for a personalized delivery quote.

  • Nationwide Coverage:
    We work with a variety of reliable carriers, including Royal Mail, Parcelforce, DX, Pallet Network as well as dedicated heavy goods vehicle hauliers, and long-wheelbase van hauliers. This broad network guarantees reliable, cost effective national coverage.

  • Despatch Times:
    Estimated despatch times are displayed on product pages, helping you plan your projects with confidence.

  • Assistance:
    If you’d like a call before delivery, let us know when placing your order. Please note that DX and Parcelforce offer all-day delivery slots, so we cannot provide an exact notice of arrival. For any issues at checkout or if you need additional support, don’t hesitate to contact us for a customized quote.

  • Kerbside Deliveries:
    All deliveries are made to the kerbside, at the entrance of your property. The delivery driver may ask for help with offloading if required. If no one is available to receive the goods, and you have given permission in advance, we may leave your order in a safe place near the front of your property. Otherwise, re-delivery is usually arranged for the next working day.

 

Whether you’re ordering small samples or bulk timber supplies, our network and expertise ensure competitive pricing and dependable service. Please note that to maintain our advertised delivery timeframes and minimize costs, we may occasionally use a different haulier than the one specified at checkout.

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Returns & Refunds Policy

  • Our Promise to You

    • Customer Centric Approach: Your satisfaction is our priority. Should you have any concerns or questions about your order, please reach out to us immediately. Our team strives to respond with a fair resolution as quickly as possible.

  • 30-Day Return Period

    • Flexible Returns: You may return any item(s) within 30 days of delivery if you are not fully satisfied—whether due to a product issue or simply a change of mind.

  • Condition for Returns

    • Original Condition Required:

      • To qualify for a full refund, items must remain exactly as you received them.

      • If your order cannot be returned in full we will accept return of part of the order which meets the criteria for a refund.

      • Timber should not be cut, nailed, painted, oiled, or altered in any way.

      • Products should be stored and handled appropriately to avoid damage (e.g., not left uncovered outdoors).

    • Ineligible Returns: If lengths of timber have been modified, used, or otherwise changed from original condition, such lengths will not be eligible for a refund.

  • Quality & Imperfections

    • Pre-Despatch Checks: We inspect each order before it leaves our facilities.

    • Product Discrepancies: In the rare case you receive more imperfections than described, we will replace the affected pieces or offer a full refund, including transport costs or offer a refund for part of the order where lengths which are not used or otherwise returnable.

  • Initiating a Return

    • Contact Us: Reach out by phone or email to inform us of your intention to return an item. We will provide step-by-step instructions.

    • Proper Packaging: Use the original packaging if possible, (we can ship more packaging if needed) and ensure the timber is secured to prevent damage during transit.

    • Shipping Arrangements: We can help organize a collection or give you the return address if you prefer to arrange your own courier. We can use a different carrier to the one we delivered with if you prefer.

    • Inspection Upon Arrival: Once we receive the returned items, our team will assess their condition to confirm eligibility for a refund.

  • Refund Processing

    • Transport Costs: For returns due to personal preference or reasons unrelated to product quality, the cost of transporting the items back to us will be deducted from your refund.

    • Full Reimbursement: If we determine the product is faulty or not as described, we will issue a full refund, covering all transport costs.

    • Refund Timeline: We aim to process refunds within 48 hours of receiving and verifying the returned order.

    • Trade Customers: If you are a trade customer, you may opt to receive a credit note for future purchases instead of a direct refund.

  • Damaged or Faulty Deliveries

    • Immediate Notice: If your order arrives with visible damage, please take photographs and contact us as soon as possible.

    • Resolution Options: Depending on the issue, we will facilitate a replacement, a refund, or a solution that ensures your continued satisfaction.

  • Continuous Improvement

    • Open Communication: The sooner you alert us to any concerns, the faster we can address them.

    • Our Commitment: We value lasting customer relationships, which is why we handle all issues promptly and professionally. Your feedback helps us refine our products and services for future customers.

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