TIMBER 2U DIRECT DELIVERY INFORMATION

OUR DISPATCH PROMISE

We aim to dispatch & deliver all standard orders within 3-5 working days.

For made to measure orders please allow up to 10 working days for machining and dispatch followed by 3-5 working days for delivery.

We will also keep you up to date on the progress of your order throughout the entire process.

Our flat rate delivery charge is £25 on all order under £699.

We offer fast and free delivery on all orders over £699 which are being shipped to mainland UK and Scotland.

Please note :

We do not offer a HIAB vehicle for deliveries. We do offer Moffat deliveries for an additional charge, please get in touch before placing your order for a price.

You must advise any delivery restrictions at the time of order.

All standard deliveries take place between 8am – 6pm.

Large deliveries that come via 3rd party couriers on a lorry are KERB SIDE only and may require assistance unloading.

If you require a specific day / date or time for delivery please advise at the time of placing your order in the notes. For special services, additional charges may apply.

EXPRESS DELIVERY

In most instances, express delivery is available. If you require express delivery, please contact us with the items you wish to order along with your delivery address. We will then work with our chosen couriers to meet your delivery requirements. There may be additional costs involved to facilitate this.

IMPORTANT DELIVERY INFORMATION

When your order is ready to be dispatched, you will be contacted via telephone, email or text to confirm a delivery date and time slot. A dispatch email will also be sent which will contain both your chosen delivery service info and the chosen delivery date. This email will also include important delivery information, some of which is listed below. We advise that customers familiarise themselves with this information.

CHECKING YOUR DELIVERY

Problems with deliveries are very rare, but because of the nature of the products we ship we always recommend that every customer checks their order when it is delivered for any obvious sign of damage. If nobody is available to take delivery the carrier may choose to leave goods in a “safe place”. If goods are left without a signature, any issues relating to damage must be reported and where possible, photographic evidence with packaging on and then removed would be most helpful.

PLEASE ALSO NOTE – if you sign the paperwork, it does state “RECEIVED IN GOOD CONDITION” so with that mind, you are agreeing that the goods arrived in satisfactory condition and the delivery is complete without issue. If you have a damage complaint IT MUST BE NOTED, and you should refuse delivery altogether.

We ask all customers to check goods thoroughly and inform us of any damage or unsuitability within the first 24 hours. This should be long enough for you to give the goods a thorough once over and identify any problems.

This will allow us to quickly rectify any problems and ensure that replacements can be issued.

BOOKING A TRADESMAN BEFORE DELIVERY

As unforeseen circumstances can on the rare occasion cause delivery issues, we do not recommend booking any tradesmen until your items have been delivered.

WHAT IF SOMETHING GOES WRONG?

We sell the highest quality products Although we have 100% confidence in the quality of our Products, there are sometimes occasions where problems may arise with a piece of furniture which could be down to a manufacturing issue or an installation issue. In the event that this happens, we will carry out a full investigation on the problem, In some cases we may request to carry out a site inspection at the property. We advise that after installation, should any problems occur with the product, you get in touch with our Customer Service Team

CHANGED YOUR MIND? – RETURNING YOUR GOODS

We allow a 14-day cooling off period in which you can notify us of your intention to return the item(s), You must arrange your own return, Please note we cannot arrange collection and re-deliveries due to insurance restrictions. Your refund will be sent to the same payment method that you used to place the order.

If your unwanted goods were received outside of our 14-day cooling off period, we may be willing to authorise an extended period in which you can return the goods, however, this would incur a 15% restocking charge. We would always advise whether this was possible before agreeing it with you and it would only be offered in select circumstances.

Any bespoke / made to measure items are non-refundable

Please note: Products must be returned in a new & unused condition, preferably in their original packaging.

STORAGE AND DELAYED DELIVERY

We understand that on occasions you may want to complete your purchase but arrange for delivery at a later date. Storing your order for you and arranging a delayed delivery date is also possible. We find this a popular option for those moving home and yet to agree a completion date. This service is also offered free of charge.

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