Deliveries
Delivery Charges
We offer a free Collect option for all oak structures, which you can collect from our plant in Sussex.
Delivery costs are set for each order by postcode anywhere in the British Isles. Delivery to some postcodes must be calculated individually. If your delivery cost is showing as £0.01, please contact us to obtain an exact cost.
Access requirements
Due to the size and fragile nature of our products, we do not share loads with anyone else and each order will come to you in a dedicated load. Standard delivery charges are based on kerbside/offloading only, by a dedicated single load on a large, Hiab truck.
Please note that these vehicles need solid ground to drive on, adequate sideways space to deploy stabilisers, an absence of underground hazards and clear space above them, well away from trees and overhead services in which to operate their cranes.
As a client, you are responsible for ensuring adequate access to and from site, including notifiable road closures, height restrictions etc. For illustrative purposes, here is a picture of a typical delivery truck.
Delivery drivers are responsible for their trucks and the loads until offloaded. If they aren't happy with the arrangements provided, delivery may be refused at the customer’s expense. Please contact us prior to despatch to give us the opportunity to highlight any potential issues.
Items such as roof trusses will arrive assembled, ready to lift into place. If you don’t have adequate access, please contact us to arrange for the trusses to be delivered disassembled.
Please ensure you have adequate lifting equipment on site to lift your load exactly to where it is going. The delivery drivers are not responsible for offloading the structures to specific locations on your site. For health and safety reasons, they ARE NOT allowed to lift trusses into place for you. Please contact us to talk about details of what you will need, our staff will be more than happy to help recommend the correct equipment.
Delivery Times
Lead times for manufacture may vary from 6 to 12 weeks from the date of final sign off by the customer of structural engineering calculations and final drawings. Please note that Planning applications, finalising of your bespoke garage drawings and structural calculations add to this lead time, as they need to be done before you finalise your order.
We will contact you prior to despatch of the goods to arrange a suitable delivery time for your load. Please ensure you provide your telephone number when ordering the products.
Deliveries may be made from 07.00 to 18.00 hrs during working days only. Whilst we endeavour to estimate delivery times approximately, we are unable to give hourly slots. Please ensure you have everything in place for when the delivery arrives, as inability to deliver to you due to unsuitable access, you not being present or not having suitable lifting equipment available will result in us changing the full delivery cost.
Returns
All our products are bespoke and manufactured to your specifications. Even the pre-set designs are subject to alterations following structural calculations and engineering approval, which is mandatory. For this reason, we are unable to accept return s once the product has been manufactured and delivered.
You have a 2 working day cooling off period, during which you can cancel your order and receive a full refund. In addition to this, you will have the opportunity to review or cancel your order after the structural calculations have been done and final price has been confirmed. At this point, you will receive a full product refund, minus the cost of the structural engineering pack, if you have purchased this through us. Planning drawings and structural engineering packs are non-refundable, as they are intellectual property and can easily be copied and then returned.
We hope you are delighted by the pieces you buy, but should you find any defects following the delivery, please notify us as soon as you spot them. We offer a 24-month guarantee on our supplied goods and will replace any faulty items. This does not include cosmetic variations in colour, small cracks and shakes, which are normal in green oak structures. Please read our terms and conditions for full details.
You can return your order to us within 14 days, provided it is in the original condition, with any labels intact, unused and unwashed.
Damages
Oak is very hardy, and we do all we can to protect our items in transit. Sadly damages can sometimes occur. Please inspect each item as it’s being offloaded and if you spot any damaged items, please let us know immediately by calling us on 01444 44 00 11.
Please see our full terms and conditions here.
