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Delivery & Returns

FAQs

Returns

-  Whats the procedure for returning an item?
 

Delivery

-  How long will my delivery take?
How much will my delivery cost?
Can I collect my order?
Who will deliver my order?
Can I choose an alternative delivery address?
How does delivery take place?
What is the oiling service?
What time & day will my delivery be?
Can I choose a delivery time?
Will the delivery driver contact me to give me a delivery time?
What happens if I'm not at home for my delivery?
Will the delivery driver help me take my goods inside?
Can I inspect my items for damage?
Can I request for my item to be left in a safe place?


Delivery Information

UK Oak Doors has chosen to work with delivery companies based on their reputation, so we can ensure we can provide a service that ensures you get a trusted and reliable delivery service, no matter which item you order.

How much will my delivery cost?

We use a variety of courier companies and the cheapest available delivery option will automatically be selected at the checkout stage. Don’t forget that orders over £500 will qualify for free shipping in mainland UK!

Doors: £35

Small Ironmongery: £5

Ironmongery & Oils: £10

Skirting, linings, frames, window boards and furniture: £20


Please Note: We are obliged to apply a shipping surcharge to certain postcodes. Enter your postcode at the checkout to see if any surcharges apply. Surcharges are applied on top of the Free Delivery. If you have any questions regarding surcharges, please call us on 01455 565 565 to find out more.

How long will my delivery take?

STANDARD - If all of your items are in stock, your delivery should take between 3 - 5 working days.

EXPRESS - If all of your items are in stock, your delivery should take upto 48 hours, if ordered before 1pm.

SUPER EXPRESS - If you need your item sooner than 48 hours, please call us to see if it is available for the item you need.

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.

Can I collect my order?

Of course! We are conveniently located in the Midlands, based in Lutterworth, Leicestershire, which allows for people to collect their order for free, from a variety of areas throughout the UK. Our warehouse is open Monday - Friday 10am - 12pm and 2.00pm to 3.30pm for free collections. If all of your items are in stock, please allow 24 hours before collecting from our warehouse. If you place an order and some of your items are out of stock, you will be notified by email as soon as the product is in our warehouse, please allow 24 hours before collecting from our warehouse. *Please note: Our collection address is different to our showroom and offices*

UK Oak Doors Collections
Unit 10
C and V Business Park
Lutterworth
LE17 4HE
 

 

Who will deliver my order?

GS

If your order contains doors, door hardware, skirting, oil or any of the combination listed, your order will probably go with GS Logistics. We use them to deliver the majority of our orders as they can ship different item types together. GS will call you and say when they’re next in your area, leaving you to decide a suitable delivery time. Standard delivery for GS takes 3-5 days, and they only deliver to certain postcodes.

Tuffnells

Skirting, window board and architrave will in most instances be shipped via Tuffnells unless part of an order which includes doors. Standard delivery usually takes between 2-4 days. Orders Shipped with Tuffnells will be attempted to be delivered to you twice both times if there is no one at the property they will leave you a contact card. After the second attempted delivery, Tuffnells will hold the goods for a further 3 days before returning the doors to ourselves. Please note that if the goods are not delivered and need to be sent back out there will be another delivery charge to pay.

Premier Standard & Priority Delivery

If purchasing doors, your order will be shipped via Premier who will call you on the provided number to arrange a booking slot. they will contact you prior to delivery, using the details provided by yourself at checkout. This is to ensure that you will be there to receive your order. Premier may also be used to send smaller items if they have been ordered along with larger products such as doors, skirting & architrave. Premier offer either Standard Delivery (2-4 Working Days) or Priority Delivery (Within 2 Working Days). Quoted delivery is for mainland England, Scotland and Wales. More remote areas (i.e. Scottish Highlands) may incur additional delivery charges.

UPS

Smaller items such as door hardware, oils, waxes and paints will usually be shipped via UPS unless they are purchased along with larger products. UPS standard delivery will usually take between 2-4 days.

Royal Mail

Certain small items such as door hardware and samples may sometimes be shipped via Royal Mail.

Can I choose an alternate delivery address?

If you would like your order shipping to a different address to that of your billing address, you can do this at checkout.

Changes to delivery dates

In the unlikely event that your delivery date should change, a representative from UK Oak Doors will contact you by phone or email to inform you of your new delivery date. UK Oak Doors is not responsible for any additional costs which result due to extended delivery times unless prior consent is provided in writing by a member of the UK Oak Doors’ team.

Problems with delivery

Here at UK Oak Doors we make every effort to ensure that your goods are delivered to you quickly and in pristine condition. Despite this, some issues are simply unavoidable. In the event of a problem, please read the following information to ensure that it is quickly resolved.

How does delivery take place?

For insurance reasons, we are unable to guarantee that delivery will be made directly to your door or inside your property. This is very much at the discretion of your delivery driver. Therefore it is the customer’s responsibility to ensure that they are able to receive the goods from the courier upon delivery to the kerbside. The courier will offload your order and allow you to check your items however they may not be able to assist you any further.

Many of our orders are delivered on a pallet. It is the driver's discretion whether they take the pallet away with them following delivery. We are unable to collect any pallets after delivery has taken place. We highly recommend the doors should be taken off the pallet and stored laying flat raised off the floor.

What is the oiling service?

Our oiling service allows you to have your items treated before they are sent out to you, saving you a considerable amount of time. If you have requested that we pre-finish your doors or other items, please allow up to an additional four weeks for delivery. This will depend on the number of in-house oiling requests and also the chosen finish which will affect the number of coats and required drying time.

Can I choose a delivery time?

You will be given an estimated AM or PM time of delivery upon placing your order, if you would like to alter this, please let us know at least 3 days prior to your delivery date and we will contact the courier company to change the time period for you.

What time and day will my delivery be?

The majority of our couriers operate on weekdays only. Because we use a variety of different courier companies we cannot provide accurate delivery times. Once you have been assigned a courier at the checkout stage, you can check the individual courier's hours of operation using your tracking information.

Will the delivery driver contact me to give me a delivery time?

In most cases yes, but again this is dependant on which courier company you are assigned at the checkout stage. For large items like doors and skirting, you will always be given an estimated delivery time, so even if you are not contacted by phone beforehand, you should have been notified by email. Small items such as hinges and handles are sent via UPS or Royal Mail, you will not be contacted by the delivery driver before delivery. If the doors are delivered on a pallet, will the driver take the pallet or leave it with me? In most cases the driver will take the pallet away with them. However TNT have indicated they generally leave the pallet with the customer. Some people like to keep pallets and find the scrap wood useful, we have even created a Pinterest board which shows the different things you can create using an old pallet!

What happens if I'm not at home at the time of delivery?  

To avoid this happening, you will be given plenty of notice before hand. You will have been made aware of the time/date of delivery by phone or email.  If it a large item such as a door or skirting and you do not give us at least 3 days notice prior to delivery that you will not be home on the agreed date/time - we will rearrange delivery for you but this may incur a redelivery charge. Therefore it is the customer’s responsibility to ensure that they are able to receive the goods from the courier upon delivery to the kerbside. Before confirming your order, please ensure all contact details are correct. Any redelivery costs incurred as a result of incorrect contact details must be paid by the customer and not UK Oak Doors.

Will the delivery driver help me take my goods inside?

This is not standard and the driver is not required to do so because of insurance/injury reasons whilst inside your property. SO please be very clear that if you request him to do so and he/she is willing to help and have time to do so, should there be any damage to your property or anything of this nature - then remember it is not standard as part of the service and we have pre informed you of this, so there can not be cause for complaint after the event.

Will it be delivered to my door?

In some instances yes, provided there are no "out of the ordinary" objects/reasons for driver not to have easy access to your door. Some delivery companies will only deliver to kerbside, for insurance reasons, we are unable to guarantee that delivery will be made directly to your door or inside your property. This is very much at the discretion of your delivery driver.

I cannot lift the item from my kerbside, will the delivery driver help me?

See previous answer

Can I inspect my items for damage?

Yes you can. Drivers and delivery depots are only paid for their job if they get a signed delivery note. If you do not sign - they can not leave you as they won't be paid. So you are entitled to check the goods before signing. 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.

Can I request for my items to be left in a safe place?

In most cases our couriers like to get a signature, but you can request for small items to be left safe by contacting the courier company once you have been given your delivery date and time.

 

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