Below you'll find answers to questions we are frequently asked when ordering from timberworld.co.uk. If your question hasn't been answered, please do not hesitate to get in touch. 

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.

Will my items 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.

my item(s) are Faulty

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.

Special Order and Made-to-Measure Products

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

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:

  1. Check the number of items is correct in accordance with the driver or courier’s delivery sheet.
  2. 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.
  3. 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 a 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.

Who do I contact if I have a problem?

Email [email protected] 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).

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