Delivery Information

Delivery Options

Standard Delivery: 2 to 3 working days.

Highlands or Offshore delivery will take between 2 to 5 working days.

Express Delivery: Next day*

*The order must be placed no later than 11am for a next day delivery to be achievable.

For either of the above services your delivery will arrive between 8am and 6pm unless you opt for a Morning Only or Afternoon Only time slot (where this is possible).

Please Note:

If next day delivery is selected on a Friday BEFORE 11AM, delivery CAN be made on the Saturday if requested (the next day delivery charge AND the Saturday delivery charge would apply) otherwise the delivery would be made on the Monday (next day delivery charge only).

If next day delivery is selected on a Friday AFTER 11AM delivery CANNOT be made on the Saturday and the delivery would be made on the Tuesday (next day delivery charge).

If next day delivery is selected on a Saturday (at any time of the day) the delivery would be made on the Tuesday (next day delivery charge).

Additional Options / Surcharges

AM Only (from 8am to 12 noon)     + £13.50 per consignment

PM Only (from 12 noon to 6pm)    + £13.50 per consignment

Saturday Delivery (8am – 6pm)   This will be calculated for you at the Checkout Page when the delivery postcode is inputted.

Common Questions:

Who will deliver my goods?

Deliveries are made throughout the UK mainland by a trusted third-party haulage company who are also a member of Palletline – the UK’s leading distribution network.

The standard delivery vehicles are 18 tonne lorries. They are 10.7m in length – slightly larger than the size of a standard bin lorry.

Smaller delivery vehicles are available on request but may be subject to a small surcharge.

Your goods will be on a wooden pallet (1.2m x 1.0m and no more than 1.5m high) in a heavy-duty bulk bag (also known as one tonne dumpy bags and builders bags).

What are the delivery processes and requirements?

On the day of the scheduled delivery, when the delivery vehicle leaves the local depot, you will receive an automated SMS (text message) providing a 2 hour ETA (estimated time of arrival) window for the delivery and should the driver be unexpectedly delayed en-route, a subsequent message is sent with an updated ETA.

Please do not be concerned if you do not receive the automated SMS earlier on in the day, this will just mean your delivery is scheduled for the afternoon.

We can, upon request, ask the driver to contact you approximately 30 minutes prior to delivery on a telephone number which you have provided to us.

The pallet will be lowered to the ground by a tail lift (essentially a large metal shelf which is located at the back of the vehicle) then manoeuvred, by the delivery driver, into the nearest feasible and practical position. For pallets between 750kgs and 1000kgs the driver would use an electric pallet pump truck and a manual pallet pump truck for pallets below 750kg.

Please note: that the pallets and bulk bags are not collected or returned to us, they are yours to keep or recycle. The pallets make excellent firewood for log burners! You are welcome to return them should you so wish by your own arrangement.

Delivery must be made onto a hard, flat and firm surface like concrete, tarmac or smooth block paving as this allows the small wheels on the pallet truck to move.

We cannot offload onto soft and / or uneven areas such as pebble, gravel, grass, cobble, soil, steep slopes, hills or inclines. The pallet truck simply will not operate!

We do not deliver using a vehicle with a hiab (crane) offload facility and so the pallets cannot be lifted over walls or other raised obstacles.

We can guarantee delivery to kerbside (with your signature) or onto your driveway or other hard standing area on your property so long as the pallet truck can be manoeuvred to this location.

Do I need to be there when my delivery arrives?

Ideally you should be present to receive the order, liaise with the delivery driver and sign for the goods OR make prior arrangements for a third-party representative (who must be over the age of 18) to do so on your behalf. It is beneficial for all parties if someone can be there at the time of delivery so we do strongly advise this.

If you request for goods to be left at the premises without you or a representative being present and therefore no signature being given, please be aware that we cannot accept liability for any theft, product damage or consequences arising from the positioning of your delivery.

In the event of your absence at the time of the delivery and if you have not given any prior delivery instructions, the driver would determine the most appropriate positioning for the pallet but we cannot guarantee that the pallet will be left in the location you would most prefer.

Do I need suitable property access?

Please ensure there is adequate room for the lorry to access your property. It needs to be free from obstruction such as low overhanging trees or cables, narrow gates and parked cars etc. Height restrictions and bridges may also pose an issue for the delivery vehicle and the drivers must protect the condition of the delivery vehicles at all times.

Before placing your order please let us know if you think any delivery restrictions apply as it is your responsibility to ensure there is suitable delivery access and to inform us of any potential access issues.

Can I track my order?

Unfortunately, pallet couriers do not have the same sophisticated tracking system as parcel couriers so you will be unable to track the pallet yourselves, but if you require a delivery update then please Contact Us and we will do our best to assist.

Can I change the delivery address?

Changing of the delivery address after the order has been processed MAY be possible but not always. IF it CAN be changed, this may be subject to an additional charge depending on the requested re-direction. Please Contact Us and we will amend the address if we can and advise of any extra costs.

On the day of delivery, the driver can only deliver to the consigned address and cannot accept any instruction from you to deliver to an alternative location without prior arrangement and authorisation. If the driver is informed by you on the day that he can no longer leave the order at the agreed location, because they are not authorised to deliver to a different location they will have to return the goods to us at your cost.

 

Failed deliveries?

If a delivery is not possible for ANY reason, the driver or local depot would contact a member of the third-party haulage company who then contact us, to advise of the specific issue. We have 15 minutes to try to resolve said issue (if resolvable) before the driver in instructed to move on.

For any failed deliveries where this is caused by circumstances beyond our control such as access issues or an unsuitable offloading area for example, we reserve the right to pass on incurred costs. The delivery charge you have paid will be chargeable for the return of the items to us or for the re-delivery of the goods to you.

Any payments made for additional /surcharge options such as an express delivery or a morning / afternoon time slot for instance, will not be refunded.

If redelivery is requested the fees owed must be paid prior to an order being released for re-delivery.

Other important information

All goods must be paid for before delivery, including the delivery charge for said goods.

We are not able to deliver on Sundays.

We can deliver on UK Bank Holidays, but this is subject to a surcharge.

Any additional charges incurred during delivery (i.e. parking charges, etc) will be at the liability of the customer.

All quoted delivery dates and times are estimates and although we do our very best to honour them, delays, whilst uncommon, are possible. We will endeavour to communicate these to you as they happen but we are not liable for any consequential loss which may be incurred as a result of delays.

We strongly recommend that you do not book any trades persons (if this is applicable) until your order has been delivered and checked by you. We cannot be held responsible for any third-party costs or charges which you incur due to non-delivery or delayed delivery of an order, or orders that have not been checked on delivery.

Signing for a delivery as “unchecked” will not qualify as a claused signature. You (or your third-party representative) must identify any issue with the condition of the pallet or product by signing with a claused signature such as “damaged pallet” or “product missing” etc.

Any shortfall in the quantity delivered, or damages to the product, MUST be written on the delivery note at the time of delivery. When signing for the goods you are agreeing they have been received in full and in good order. We cannot offer any refunds or replacements without this.

We are very happy you have placed an order with us or are considering doing so.

We would like you to receive your goods without any issues and therefore, we ask that you Contact Us prior to placing your order if you have any queries in relation to the delivery of goods.

We are here to help!