Delivery and Returns

Delivery/Collection Policy

Minimum order value of £100 (inc. VAT) is required for a ‘Bulk’ delivery, if you order value falls below this amount you can still place your order for “Collection”.

Currently we are only accepting online a minimum order value of £30 (ex VAT).

*Our FREE delivery offer on orders over £400 (Inc. VAT) applies to branch delivered products. Products that come direct from our suppliers may incur an additional delivery charge.

The delivery of products is a vital part of any purchase, therefore we look to ensure that all goods are despatched and received in good condition.

We are able to deliver to the majority of locations within mainland England, Scotland and Wales. Unfortunately we are unable to deliver to Northern Ireland. We deliver Monday to Friday between 7am and 5:30pm, using one of our own fleet of dedicated vehicles, a partner company, a product manufacturer, or a specialist carrier. Unfortunately we are currently unable to deliver at weekends.

Goods will be dispatched at the earliest possible date and normally within 3 working days of an order being placed, provided that we have the material in stock. Any goods that are not held in our warehouse will normally be delivered to you within 14 days.

The cost of the delivery will be notified to you at the time the order is placed.

Please advise us of any access or delivery problems to the required delivery address. Some of our vehicles are large commercial trucks with wide trailers that are sometimes unable to access smaller residential roads.

We may also require assistance, at the time of delivery, to off-load your products, due to the size and or weight of the goods.

Our FREE delivery offer on orders over £400 (Inc. VAT) applies to most of mainland England, Scotland and Wales. However there are certain postcode areas where we are unable to provide a deliver free of charge. You will be notified at the time of order if the specified delivery location is in one of these areas at which point you will need to contact our Customer Services Team to discuss your order.

Next Day Collection is subject to your items being in-stock at your selected depot during advertised opening times. Items marked as in-stock may not be in-stock at your nearest depot and may need transferring prior to collection. You should always check that your order is ready for collection by contacting the relevant depot before you travel there. If an item is Out-Of-Stock the depot will contact you to advise you of your earliest collection date.

The ability to collect within 24 hours of placing an order is not guaranteed, and should not be assumed. If your materials are required within 24 hours then please contact your selected Collection Depot prior to ordering to confirm items are available for the same-day or next day collection.

Supplier Deliveries

Some products will be delivered direct to you from our suppliers.

•    The Supplier will, once the goods are ready for despatch, advise you of the delivery day and time window either via SMS/email or telephone.
•    Delivery will be directly from our supplier between 8am – 6pm, Monday to Friday, excluding public holidays.
•    If you’ve ordered several items then any supplier delivery will arrive separately to those items being supplied by the local depot.

Who do I contact if I have a problem?

Email info@timberworld.co.uk to send us a question regarding your order. You will need to provide your order number so please have it ready.

Alternatively, if you would prefer to talk to us directly about an online order, please call us on 0808 181 9200. We are open Monday to Friday (8:00am – 5:00pm).

If you would prefer to contact us in writing, our address is as follows:

Timberworld
Arnold Laver and Co Ltd
Bramall Lane
Sheffield
South Yorkshire
S2 4RJ

Frequently Asked Delivery Questions:

Where on my property will you deliver my order to?

Due to insurance guidelines, delivery will be to kerb-side only. Delivery personnel are unable to enter private residences, so the recipient of the goods is responsible for any additional lifting once the initial delivery has been made.

Do I have to sign for delivery?

The delivery driver will require a person over the age of 18 to sign for goods as proof of receipt. Although we recommend you sign for your own goods, it is not required that the signature be from the specified recipient

When I place my order I am being charged extra for packaging and handling. Why is this?

Some products such as doors require extra packaging materials and trained handling to ensure they get delivered promptly and safely.

A packaging and handling charge per item contributes towards the extra cost involved in transporting them to you in perfect condition.

I have ordered a combination of Bulky and non-Bulky products. Will they be delivered separately or together?

If you have ordered a combination of Bulky products and non-Bulky products with different lead times they will usually be delivered together, but where certain items in your order are being sent direct to you from one of our partner suppliers this will not be possible.

Returns and Refunds

Please refer to the following information when returning products delivered from the Timberworld website.

Faulty Products

In the unlikely event that a delivered product is faulty, we will exchange the product or provide you with a full refund. Notification of any defect must be made at the time of delivery. We reserve the right to inspect all returned products prior to agreeing to any part-refund, full refund or product exchange.

Faulty products can be returned at your expense, with proof of purchase, for a full refund (including delivery charge).

All refunds will be made to the account used to purchase the product.

Damaged Products

Once the goods are received it is very important that you check the product for damages at the time of delivery. Whilst every effort is made to ensure the goods are received in good condition, we cannot be held liable for any goods that are reported damaged once the delivery has been signed for.

As we are unable to account for problems that may occur in transit, please follow these simple steps to help ensure that the delivery process is as easy as possible.
Upon receipt of your delivery (in the presence of the driver) and prior to signing for the goods:

• Check the number of items is correct in accordance with the driver or courier’s delivery sheet.
• Ensure that the package is checked and if any part appears damaged or torn the delivery must be signed for as damaged on the driver or courier’s delivery sheet.
• Inspect the item – to the best of your ability – whilst packaged, ideally unpack and check the item thoroughly.

If the package is damaged this must be recorded on the driver or courier’s delivery notes. Failure to do so may result in the material being replaced at your cost.

If the packaging is damaged but the goods are fine, then provided this is acceptable, you do not need to take any further action.

In the unlikely event that products are delivered damaged, we will exchange the product or provide you with a full refund. Notification of any damage must be made at the time of delivery. We reserve the right to inspect all returned products prior to agreeing to any part-refund, full refund or product exchange.

Damaged products can be returned at your expense, with proof of purchase, for a full refund (including delivery charge).

All refunds will be made to the account used to purchase the product.

Products No Longer Required

In the event that you wish to return an Timberworld product that is no longer required, we will provide you with a refund, excluding any delivery charges (unless you cancel the order within 7 working days following the date of delivery in accordance with Consumer Contracts Regulations), provided we are advised of the proposed return within 14 days of the product being delivered to you.

You can return products bought from the Timberworld website to your nearest Depot. Items must be returned unused and with all original packaging, the cost of returning the item is your responsibility. Special order and made-to-measure items are not covered by Consumer Contracts Regulations and may not be returned or refunded.

Items returned maybe be subject to a restocking fee (minimum 15%), this will be deducted from your refund. This fee is to cover the costs and charges incurred to us from our suppliers.

Your refund will be processed within 28 days.

Special Order and Made-to-Measure Products

Special order products (also referred to as ‘extended lead time’ or ‘supplier-delivered’ products) and made-to measure items, will be delivered within the specific timeframe stated in their respective product details pages

See individual product pages on the website for more information. Please ask us for details of which items are classed as either a ‘special order’ or ‘made-to- measure’ product, when placing your order.

Special order and made-to-measure products may NOT be returned unless they are deemed to be faulty or have been damaged in transit. (Please see details above concerning the return of faulty or damaged products).

Additional Information

Refunds are not available on ‘free with purchase’ items, unless all other products are returned.

All refunds will be made to the account used to purchase the product.

This does not affect your statutory rights.

Contact

In the unlikely event that you wish to contact us regarding a damaged, faulty or no longer required product then email us at info@timberworld.co.uk or alternatively write to:

Timberworld
Arnold Laver and Co Ltd
Bramall Lane
Sheffield
South Yorkshire
S2 4RJ