DELIVERY AND COLLECTIONS

What are the lead times for delivery?

Crane deliveries can take up to 10 working days for most of England, with South West, East, West Wales and Scotland/North East taking up to 15 working days. During our busy period (typically from April-August), deliveries may take up to 15 working days nationwide. Pallet and courier deliveries are usually dispatched within 3-5 working days and we will email once the order has been dispatched, with it usually being delivered the next working day. Our sales team on our live chat can advise you of the current lead times if you would like to know more information about our lead times before ordering.  Further delivery information can be found here.

How do I know when my order is coming?

Once the order has been scheduled for delivery by our transport department, they will send out an email to confirm the order will be delivered within the next 4 working days. One last email will be sent the day before delivery to confirm that the order will be with you the following day. If you require a more accurate ETA, you can speak to our sales team on our live chat and they can take a look into this for you. 

For pallet and courier deliveries, we will email once the order has been dispatched from our yard and it should be with you the next day, for some areas such as the Highlands and South West, they may take a couple of working days. If you require a more accurate ETA, you can speak to our sales team on our live chat and they can take a look into this for you. 

What if I'm not home to take delivery?

If you're not able to take delivery for any reason on a certain date, you will need to make sure a note is either made in the order comments at the checkout at the time of placing the order or message us via live chat so that we can update your order.  Should you not be able to take delivery, do let us know as soon as possible so that we can ensure delivery is not attempted and so our team can reschedule for another appropriate date. If there is somewhere safe for us to off-load the order when you're not present, do let our transport team know and they can pass this on to the driver.  For courier deliveries, we usually advise to be present at the time of delivery to ensure the driver offloads in the appropriate place and that they have access, as a non-delivery does incur a re-delivery charge that is out of our control. 

What is a crane delivery service?

Our crane delivery service involves HIAB vehicles with a crane on the back of the flatbed that can offload tonnes of material with a reach of up to 5m. This means we can offload where convenient for you as long as there is plenty of access and is safe to do so. If the driver finds it to be unsafe to offload in the chosen space, they will attempt offloading as close as possible to your property, though this may sometimes be kerbside. If the driver is not able to offload anywhere/they have no access, they may need to come back and redeliver on another date. 

Can I select a delivery date?

You can leave a note in the order comments for the date that works best for you and we will try our very best to deliver to your convenience, however for routes that require overnight runs and we may not be in those areas on those dates, we may need to get in touch to rearrange for a date more suitable. You can change the delivery date at any time by contacting our transport department at 01536 267107. 

I don't think I need a crane delivery, are there other options?

We work with couriers nationwide to ensure we can deliver all orders at a sensible price. Speak to our sales team at 01536 267107 or via our live chat to be advised of the cheapest delivery possible to your area. If you are a resident of the British Isles, the only way we can deliver is via courier or to the nearest port on the mainland and you would need to arrange transport from there. 

Do you offer express delivery?

We offer express delivery on the items within our Express Delivery section of the website as well as some stock items. Give us a call at 01536 267107 or message us via our live chat and our sales team can advise on the fastest delivery possible on your order. 

Can I collect my order instead?

Yes, collections are possible from all 3 of our sites in Corby, Northamptonshire. We have no other depots around the country. Collection is free and can take up to 5-7 working days to be ready to collect. We will email once the order is ready and the address of the depot will be included. Same day collection is available for some items however you will need to speak to our sales team at 01536 267107 so that they can make sure it is possible. 

Why am I being showed 'no carriers available', are you not able to deliver to me?

As long as you're in mainland UK, we can definitely deliver to you! No carriers available usually only shows if the address fields have not been filled in correctly. Please ensure there is a space in between the postcode and that all fields are filled out. Ensure to press next/save to move on to our delivery options page. If you still find you are having issues placing the order, our sales team will be happy to help you place the order over the live chat or over the phone at 01536 267107. 

Can I track my order online?

Unfortunately you're not able to see where your order is in progress on our website however we will keep you updated via email throughout the process. You will get an email once the order has been placed and put into progress, another when the order is scheduled and then dispatched (crane delivery orders), ready to collect (collection orders) or dispatched (courier delivery orders). You can get updates via our live chat as well should you need more information.

Returns and Refunds 

The product that has arrived is not what I expected/is not needed anymore, can I return it for a refund?

If you find that you have ordered the wrong product or too much of something and you no longer require it, it can be returned within 14 days of delivery/collection as long as it is unused, in a new state. Some items such as cut to order boards and beams will incur a restocking charge and you will also need to cover a collection charge for us to come and get the products. This will be deducted from the final total of your refund, which will be processed only after the goods have been returned to us and inspected. 

The product I have received is broken/unusable for its purpose, how can I report it?

If you believe your product is faulty, broken or not fit for purpose, you will need to email photos and details to sales@uk-timber.co.uk so that our customer service team can take a look and asses the issue. Should we find that the product provided is faulty and not fit for purpose, we will arrange either a free collection and swap for a new product or a collection and full refund of the order. The outcome will depend on each situation and at our discretion. Please be aware refunds are only processed after the goods have been returned to us. 

Trade Accounts and Prices

Do you do trade accounts? 

We do not offer trade accounts, we do offer credit accounts to established, repeat customers based on a credit check. You can speak to our sales team at 01536 267107 for more information.

Do you offer trade prices?

We do not offer trade prices. Our prices online are the pricing set for both the public and trade. For larger orders, please do email us at sales@uk-timber.co.uk or via our live chat for a free quotations. 

General FAQs

Where can I find your T&Cs

You can find our T&Cs here 

How can I get a quotation for my project?

The easiest way to get a quotation is either via our live chat or email sales@uk-timber.co.uk. Please make sure your message includes the product requirements and their dimensions as well as the delivery address if delivery is required. Quotations are valid for 30 days and prices are subject to change.