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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.
You are more than welcome to collect your order. Place your order online as usual and make a note in the special-order instruction box that you wish to collect. Once your order is ready, one of our sales team will call you to let you know. When you have collected your order, we will refund your shipping charges back via the payment method you used when you placed your order. Please allow up to 10 working days to complete your order. If you change your mind, we will arrange delivery with no refund done.
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. We recommend having people to help unload the delivery at your end. It is up to the driver’s discretion if they assist you in taking it 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 it unattended and you will be charged for redelivery.
Timber materials - Our website calculates the weight and size of your order. If your order is over 3.6m long when wrapped we cannot ship it with our standard courier due to their limits on what their drivers can carry. If the weight is in excess of what the drivers can lift safely, again this will go onto a pallet. Sometimes, it is safer to ship your goods by pallet due to their size or shape or if your order is an extra wide timber.
Sheet materials – Some sheet material orders, due to their dimensions, can be cumbersome and heavy to handle, for the health and safety of the couriers and protection of the goods, we ship these by palletised delivery.
The price on our “View basket” screen is based on the closest zones to us – which are TR and PL postcodes. Our courier breaks the UK up into difference zones. 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. Purchase sample fans are available under the accessories category.
No. We endeavour to turn your order around as quickly as possible. We have to take into account the stock we have on the premises and how many orders we have at the time.
The veneer is 0.6mm thick.
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.
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 and delivery address for a quote.
All our timbers have a description underneath. On the right-hand side of this section it states if it is for Interior or Exterior.
If you 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 it 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 guarantee a 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 firstname.lastname@example.org
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 Delivers 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 timeslot where as the other company will say up to 6pm. We cannot guarantee a call from the driver.
VAT invoices are sent with your order. We do not issue them until your order is complete. If you want a copy emailing, just let us know.
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 and the maximum order is based on what we can ship to you.
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 graded timbers, can take up to 15 working days.
We can provide FSC Grade timbers, however price is on application. Please specify that you require FSC certification with your enquiry and we will source the necessary certification, but we are restricted on which timbers. FSC certification cannot be obtain retrospectively.
We have found that some postcodes in Scotland are going into the Highlands and Islands zone as and have slotted into the most expensive zones to ship to. However for Glasgow and Edinburgh postcodes we can usually ship cheaper. If you drop us an email or call us, we can look into this for you.
We have found that there has been problems between PayPal Express and the Trade Accounts. If you log in the Trade Account first and then do 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.
Most of our machined timbers are now on a 10 working day lead time, our Extra Wide Timber is on a 12 working day lead time & our Cut to Size & Full Wood Sheets are on a 8 working day lead time.
Shop items such as Wood Care, Hardware & Adhesives will generally be on a 2-10 working day lead time dependant on stock. You are more than welcome to check on individual shop items' current lead times.
Express delivery on all orders.
Palletised Delivery Information
Please note that any price estimates given above are for mainland UK Delivery, excepting the highlands, and are excluding VAT.