Delivery & Returns
Below you’ll find all the key information about our delivery zones, lead times, and returns policy. We aim to make our process as clear and straightforward as possible.
Processing & Dispatch Promise
Where possible, we aim to process and dispatch all cut‑to‑size / made‑to‑measure orders within 5 working days, unless otherwise stated (for example on multi‑component kitchen orders).
During quieter periods, orders may be dispatched within 1–2 working days.
Once your order is dispatched, estimated delivery times depend on your zone and courier method. This typically adds 1–3 working days.
We strongly advise against booking installers or other tradespeople until your goods have arrived and have been checked. We are not liable for any contractor costs, consequential loss or compensation in any way.
Need delivery by a specific date?
Call us on 01604 864888 or email [email protected] and we will confirm our current capacity.
Order Tracking & Communication
You will receive an email when your order is dispatched, along with tracking information or an estimated delivery date. If any part of your order is delayed or out of stock, we’ll contact you immediately.
Our Drivers, Our Vans
Our preferred method of delivery is to use our own vehicles and dedicated drivers. This enables us to handle your order with care and minimize packaging. It also helps us to reduce waste and do our bit for the environment.
Our drivers will try to deliver your order to your door and hand it over in person. If this is not possible, we will, unless you have instructed us otherwise, leave your order in a secure location or with a neighbour.
On the rare occasions the above is not an option, we will return your order to our workshop and arrange to redeliver. There will be an additional cost for redelivery.
Our drivers will only deliver to a ground floor, front door. They cannot take packages into rooms or up or down stairs as they are not insured to do so.
Our drivers may need a hand to unload panels over a certain size or weight. Full sheets and packages heavier than 25kg may require help when unloading.
3rd Party Couriers
For certain-sized packages and some locations, it is more suitable to use a courier. Because this method increases the risk of damage, we do our best to wrap the packages to the highest possible standard to minimize that risk.
Palletised Deliveries
Sometimes (such as custom or bespoke orders), we may need to use a pallet service for delivery. This will apply to larger, offline orders and will always be pre-arranged with you at the time of ordering.
If you are expecting a palletised delivery, please ensure you have either a forklift or sufficient manpower to unload the pallet, and somewhere to store or dispose of the pallet after unloading.
Lead Times
Please note: the following lead times are a general guide.
We often dispatch earlier than stated below. During busy periods, production and delivery may take slightly longer.
1-7 working days for cut to size, dado rails and wall panelling kits.
3-10 working days for decorative wall panelling.
6-10 weeks for kitchen cabinets (depending on quantity and finish).
Additional time may be required for priming or lacquered finishes.
Exceptions / Lead Time Disclaimer
Periods of high demand, stock shortages, or public holidays might extend the above dispatch and delivery estimates. We will endeavour to let you know in advance if your order is affected.
Delivery Costs
We calculate delivery charges based on your location, delivery zone, and order size. Below is a guide to our standard delivery pricing:
Smaller Cut to Size Panels (with at least one side 500mm or less), Panelling Kits and Packs:
Zone 1 & 2 – £22.00 inc VAT
Zone 3 – £21.95 inc VAT
Zone 4 – £22.00 – £51.05 inc VAT depending on location.
Zone 5 – £40.62 – £75.83 inc VAT depending on location.
Larger Cut to Size Panels (with both sides 501mm or more), Full Size Wood Sheets, Full Size Decorative Wall Panelling Sheets:
Zone 1 – £25.00 – £35 inc VAT depending on location.
Zone 2 – £40.00 inc VAT
Zone 3 – £30.00 inc VAT
Zone 4 – Cost subject to quantity and location. Custom quote required.
Zone 5 – Cost subject to quantity and location. Custom quote required.
Dado Rails:
Zone 1 & 2 – £18.00 inc VAT
Zone 3 – £21.95 inc VAT
Zone 4 – £18.00 – £51.05 inc VAT depending on location.
Zone 5 – £40.62 – £75.83 inc VAT depending on location.
Kitchen Units:
Zone 1 – £85.00 inc VAT
Zone 2 – £100.00 inc VAT
Zone 3 – £100.00 inc VAT
Zone 4 – Cost subject to quantity and location. Custom quote required.
Zone 5 – Cost subject to quantity and location. Custom quote required.
Delivery hours
All deliveries are Monday – Friday during business working hours, either delivered by our drivers or a courier company.
Saturday delivery may be possible by prior arrangement and subject to additional cost. Please contact us before placing your order if Saturday delivery is required.
Damages & Refunds
Damages
If the packaging of your order appears to be damaged, please ensure you take a photo before opening it.
Some of our packages are packed in MDF so please fully open your order to check if the contents are damaged rather than just the MDF packaging (the latter is often the case).
If your package is damaged, please sign for it as “damaged” (if possible) and email [email protected] within 10 working days of delivery and attach the photos so we can work out the next steps to replace your order.
Refunds
As the panels are cut to your exact measurements, once cutting has begun we’re unable to cancel or refund your order.
Please inspect all panels before cutting or installation. If a panel arrives damaged, we’ll replace it free of charge. However, once you have used the panels, we cannot offer a refund or replacement.
Cutting Error Remedy:
If we make a cutting error (i.e. the panels don’t match your specifications), please notify us within 10 working days with photos. We’ll replace or refund the affected panels promptly.
If you have any further inquiries, please give us a call on 01604 864888 or email us [email protected].