Delivery and Returns
We deliver to 95% of the UK and aim to get your order to you within two working days. We've explained our delivery process below so you know what to expect after an order is placed:
You've placed your order, congratulations! So what next? Make sure you've let us know about any special delivery requirements, i.e. restrictions for large vehicles to your site. Then, sit back, relax and leave the rest to us!
The day before your order is expected to arrive you can expect a courtesy call to update you on your delivery. Just so you know, we include your contact details on every booking so the driver can call ahead or ask for any last minute directions if they can't find the site.
On the day of delivery we'll be carefully monitoring and tracking your order to ensure everything runs to schedule. We'll only be in touch if there is a slight hiccup.
Because we source our deliveries to an external haulier, it won't be our own staff visiting your property or site. It is therefore your responsibility to offload the decking by hand, so we recommend having a at least one extra person there ready to help get the boards off the delivery vehicle.
To protect your boards during transport we send our orders out on custom-built timber pallets. Please dispose of the packaging safely and responsibly, recycling where possible...why not repurpose your pallet into some garden furniture?!
It's time for the deck building to commence! If you have any questions or would like any guidance with this then please do not hesitate to get in touch with us - we'd be more than happy to help.
Orders from £0-249 carry a delivery charge of £5. Orders of £250 and above are free. Delivery of our sample boxes are free, regardless of order amount. Regrettably, at this time we only deliver to UK Mainland and are unable to fulfil orders to the UK Highlands, Offshore Islands, Northern Ireland or Channel Islands. Orders placed on Friday will be delivered the following Tuesday, and orders made over the weekend will be delivered the following Wednesday. All our deliveries are made by our carefully selected carrier partners, the majority of which we are able to ship overnight.
RETURNS AND REFUNDS
We subject every board to stringent quality control measures, however, occasionally accidents happen in transit and boards get damaged. If you find yourself in this situation please take the following steps:
STEP 1: Take photos of the damaged boards, ideally before they are offloaded
STEP 2: Email the photos to firstname.lastname@example.org
STEP 3: Give us a call on 01726 844616 and we will arrange replacements or a credit
Because timber is a beautiful, natural building material, the decking may well have characteristics typical of the high-quality grade we use, such as knots, shakes and deflection, which are all entirely normal.
We check the quality of each board once before manufacture and then once again after to ensure these characteristics do not fall outside of our tolerances and that you are getting the high-quality product you might expect from the UK's largest supplier.
If your delivery is not what you expected for any reason, please give us a call and we will be happy to do everything we can to help.