Delivery Terms

We operate three levels of delivery service:

Standard delivery

All made-to-measure units are designed and manufactured to your exact measurements once you have placed your order. This normally takes about two weeks from receipt of your order with payment; however, this depends on the items ordered, their sizes and paint finishes, and the two weeks may become longer during busy periods. All orders are sent as soon as they are completed on a next-working-day delivery service. You will be notified by text or email (usually at about 4pm) when your order leaves our factory the working day before delivery to you. Delivery could be at any time from 8am to 6.30pm Monday to Friday, and you must be able to accept your delivery on this basis. If your house is hard to find or you want your order delivered to a neighbour you can give a short message and a contact telephone number to help the van driver. All orders over £50 (inc VAT) are delivered free-of-charge within delivery zone 1 & 1a - this includes England, Wales and 'industrial' Scotland. Outside this region there are additional charges which depend on the delivery destination and the weight of your order. These are calculated automatically online and are shown at checkout stage.For a full description of delivery zones please see Delivery Zones.

Call When Ready

This service is the same as the Standard but instead of despatching your order as soon as it is complete, we hold it in our stores and telephone you to arrange despatch. If we are unable to contact you it will delay the order. We can normally hold parcels for up to five working days and reserve the right to charge on a per-day basis after that period.

Scheduled/Express service

All Scheduled service deliveries are made before midday on the exact day you choose at the time of your order. This is done using the calendar which you will find when selecting Scheduled/Express Delivery service from the order form. There is a price supplement for this service, based on the order destination and weight, which is calculated online automatically and is displayed on the order form. If the date you select is less than two weeks away we can express manufacture your order but the cost increases with the speed of manufacture. This is also shown in the order form.

Receiving your order

Check that the parcels are addressed to you and that all your parcels have been delivered - if not ask the driver to check the van. Your parcels may be large, heavy and/or cumbersome (usually depending on the size of your designs), and you may be asked to help moving the parcels. The delivery service is to take the parcels to the door of the building (or as close as is reasonably possible) but not necessarily to, or inside, the door of your residence. If access to the door is restricted (for example if you live in a block of flats or within a traffic-restricted zone) it is your responsibility to tell us this when you place the order, as it may affect the delivery.

Overseas purchasers

We are happy to supply to overseas customers. Use the Omit option at the payment stage to send us the details of your goods and we will contact you by email as soon as possible. Depending on weight and destination, extra charges may apply over and above the amounts shown by our online system. In most cases we prefer you to arrange your own collection from our factory, or we can deliver to any UK address for you to collect or forward from there. Alternatively, it is possible for us to arrange a courier to your (non-UK) address on your behalf, but please note that in this case we cannot offer any returns or damage claims. These issues must be covered by the purchaser.

Damaged parcels

When receiving a delivery please check it for obvious damage. If you receive a damaged parcel, sign for it with "damaged but contents unchecked" and let us know which parts are damaged. We will remake and send them free-of-charge as quickly as possible.

Failed delivery

If the van driver is unable to deliver because you were not in they will leave you a card saying so. If they do this please call the number on the card as soon as possible (not us) to rearrange delivery. They may return the same day if the van is still in your area.

Late delivery

We will always do our very best to get deliveries to you without inconvenience, and our performance record is very good. However, due to the nature of the service we offer and the delivery companies, we cannot guarantee the delivery time or day, so please do not arrange to have fitters, builders and so on waiting for a delivery. However, we will guarantee our despatch deadline as follows: if we fail to despatch (as opposed to deliver) a Scheduled/Express order on the required day we will refund the difference from what was achieved. Therefore, if you use our services, you must accept these circumstances. We are unable to accept liability for any consequential losses.