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FAQ - Frequently Asked Questions

Once your order payment has been received we will begin production, for our current lead times please refer to the 'Delivery' section of the website or see your order confirmation for an estimated dispatch date.

You will find our live lead times posted in the 'Delivery' section of the website. Please note that working days are Monday to Friday, excluding Bank Holidays. Once your order has been despatched you will receive a tracking email from our courier for any orders on Standard Delivery and you will also receive a confirmation of despatch of order email. For palletised deliveries, our sales team will call you to arrange delivery on completion of your order.

Yes you can by selecting the 'Click & Collect' delivery option in the checkout.

We are based in Falmouth in Cornwall and we ship orders throughout the UK.

Your order will be placed on a Pallet delivered to the kerbside of your delivery address. You must be on site to sign for and unload the goods, if you are not fit or able to do so then it is best to have someone else on site to help unload. It is up to the driver’s discretion if they assist you in taking the order to your property. On completion of your order, we will call you to arrange a suitable day for delivery and an AM or PM Drop. Someone must be able to accept the order as our courier will not leave items unattended and you will be charged for redelivery.

Our website calculates the weight and size of your order. If the weight or size of the goods are in excess of limits that the drivers can lift safely, a pallet must be used.

The price on our “View basket” screen is based on our average pallet cost. Once you enter your postcode the price you see is based on the zone you are in.

If we have not acknowledged your order, the payment may not have been received by us but Sagepay or Paypal have “held” that amount. It is best to check with us that we have received payment. Do check your Spam emails just in case the acknowledgement has gone in there. You receive acknowledgement once we have printed your order and it is in our system.

We are happy to provide samples of our timbers and sheet materials but cannot provide samples of our accessories. For samples, please send us an email with up to 3 samples along with a delivery address and we will get small offcuts sent out to you. Sample fans are available under the "Samples" category of the "Timber" section.

Unfortunately not, our lead time is based on the present machining schedule and availability of stock. As it is a queue based system, we cannot put orders through any faster than quoted in the Deliveries section of the website.

The veneer is 0.6mm thick of real timber on all veneers, edging rolls and veneered MDF sheets.

We are unable to ship to outside the UK due to the cost and due to rectifying any problems you may experience with your order though we are happy to quote for wrapping the timber for collection. All we will need to quote is your full cutting list and the request to wrap the items for collection by your elected courier. 

Due to our workshop being a dusty environment, we are unable to offer a finishing service. We do offer a range of finishes for you to apply at home.

We are happy to apply edging strips. We will quote the labour for doing this separately. Please email over your cutting list, a diagram specifying the edges you need edging strips on and delivery address for a quote.

All our timbers have a classification in the product photo or, once you have clicked "Shop Now" there will be a description underneath. On the right-hand side of this "Description" section it states if it is for interior or exterior use.

If your order is on a standard delivery, then our courier will leave it as long as you have left a signed note asking them to leave it. If you make any delivery instructions in our notes section, we will pass this onto the courier when we book your delivery with them. Our courier will email you tracking details once your order is booked onto their website – please check you spam box in case it goes in there. They will make a couple of attempts to deliver. If delivery fails up to 3 times, they will return your items to us. We will then have to charge you for a redelivery.

If your order is on a Palletised delivery then our courier will not leave the order unattended. On completion of your order, we will call you to arrange a suitable day for delivery and an AM or PM Drop. Someone must be able to accept the order as our courier will not leave it and we will have to charge you for redelivery.

Delivery is usually done by a third party and we cannot guarantee the driver will call you. We can request a call for palletised deliveries, but there is not guaranteed call for standard deliveries.

Yes. If you send us a sketch of what you are looking for, along with your measurements, the timber/ sheet materials you wish to use and your delivery postcode we will price this up for you. Please email

The prices quoted for delivery are what we are charged by our couriers, as well as safely protecting the materials with the necessary packaging. Our couriers take into account the size and weight of the items and the zone your postcode is in.

Palletised Deliveries are next working day as arranged when we call you.
Standard delivers are usually next working day, but can take up to 48 hours.

Our delivery charges are based on Monday to Friday deliveries. We can arrange a Saturday delivery but there will be an additional charge for this. This is the charge that our courier’s charges us.

Palletised Deliveries are AM or PM slots.
When you receive your Tracking email from our courier for standard deliveries, one of the companies may give you an hour time slot whereas the other company will say up to 6pm. We cannot guarantee a call from the driver.

VAT invoices will be emailed to the email address used to order. If you would like it forwarding on to an accounts email then please include this in the "Special Instructions" section of the checkout.

As we cut all orders to size and they are bespoke to you we cannot exchange items. It is important that you check your measurements before placing your order.

If we have not cut your order yet, we will take the new sizes and check if there is any price difference. If we need to refund you, we will, or we will need to take payment if there is a price increase.

All our timbers are cut to size and due to the quantity of timbers and variations we have we do not have standard stock sizes as we buy in by packs of varying widths and lengths. The sheets we stock are 1220mm wide by 2440mm length, apart from the 1.5mm thick Russian Birch Plywood which is 1525mm wide by 1525mm length. We can source larger sheets; however, we will find a price from our suppliers and we will charge you for the full sheet as it a non-stock item. We will send you any offcuts that are left over after we have cut this sheet.

We have no minimum order nor maximum order though we do have minimum machining charges and flat rate shipping on smaller items. 

We can source this for you, but we would have to get a price from our supplier’s as it is not a stock item and the boards are graded by them as they go through their processes. Orders for standard graded timbers will be on a longer lead time than the timbers on the website.

It will not be FSC as we do not have an FSC supplier certificate. We aim to become an FSC certified supplier in the coming years and continue to strive for sustainability in our business wherever possible.

We have found that some postcodes in Scotland are defaulting to the Highlands and Islands zones, the most expensive zones to ship to. We can usually ship at a reduced cost for Glasgow and Edinburgh postcodes . If you drop us an email or call us, we can look into this for you.

We have found that there have been problems between PayPal Express and the Trade Accounts. If you log in to the Trade Account first and then proceed with your payment, this should eliminate the problem. Otherwise, please drop us an email or call us, and we will send a separate PayPal request for payment. Once we receive your payment, we will process your order. We always check that payments have not gone through more than once. If we find out you have been charged more than once, we will refund any extra payments.

If you have not received an order acknowledgement email, we most likely have not received your payment. Please check your account or your "Junk folder". We do sometimes see payments have not gone through as customers have changed their minds or ordered incorrect items. Sadly we cannot always contact all those customers who have not paid.

If selected, we will try are best to leave the timber over length for you (usually up to 100mm). In certain cases, we may not be able to do this as couriers have a maximum parcel size that they will allow.

Please be aware that overlength timber may contain, knots, cracks and paint on the ends. This will not affect the finished measurements that you have entered.