Dispatch & Delivery of Your Order
A delivery charge is included in the final shopping basket price unless noted otherwise when you buy. This charge covers delivery to the ground floor of any mainland UK address providing access is unrestricted, unless a geographic value applies.
While we will use all reasonable efforts to ensure orders are delivered by the date required, we cannot guarantee availability from the manufacturer or the manufacturer's delivery schedules. Any variation to web delivery date given will be advised to you by email. If we are unable to make delivery because access is not possible, we reserve the right to make a failed delivery charge. We will charge you £25 for re-delivery regardless of the total value of your order.
Make Sure You Have Unrestricted Access
If you want delivery to anywhere other than the ground floor with unrestricted access, let us know.
Depending on the type of product ordered and the circumstances, it may be that an extra charge will be levied. We reserve the right to refuse to make a delivery if you have not told us delivery is to other than the ground floor with unrestricted access.
Please note, we consider delivery access to be restricted if our drivers encounter double yellow lines, a red route, narrow lanes, steep hills, low bridges, width restricted roads, a space that is not on the ground floor and has no lift, a basement via steps or a small lift.
Contact us at email@example.com or 01304 219922 to discuss delivery if you don't have unrestricted access.
Your Order May Be Split Into Separate Deliveries
Depending on stock availability, some orders may be split into more than one delivery so you are not kept waiting for those items immediately available. Allow up to 2 weeks for delivery, subject to stock availability. If we become aware of stock difficulties, which will affect delivery timescales, we will let you know.
Please let us know at the time of ordering if you would like to give any specific delivery instruction to be passed on to our delivery driver.
Your Delivery Address
To protect us and you from fraud, we may contact you should the delivery address appear suspicious. We appreciate there is usually a good reason for delivering roofing supplies to an address that's different to a billing address, for example, you're moving house. However, if our Sage fraud protection software raises a query, we will follow it up and may ask for proof of address and authorisation codes.
What To Do If You Can't Be There To Accept Delivery
Please make sure you are free to accept delivery on the agreed date. If you're unable to be there yourself, contact us at least 48 hours before your delivery is due to take place so we can arrange another delivery on a day that suits you.
Otherwise, you can send us instructions to deliver the goods in your absence to firstname.lastname@example.org. Alternatively, leave a detailed written note at your address, with your signature, that the driver can take with him. If no one is present to accept delivery and you've left us no written instructions, the order will not be left.
If you're not present to sign for your order, and haven't made alternative arrangements, you'll incur a missed delivery charge.
Accepting Your Delivery
To make sure you're not disappointed when you unpack your order after signing for it, we advise you to check the goods thoroughly before signing for them. Read our returns policy and find what to do if your product has a fault.
Don't accept damaged products. Orders signed for “unchecked” will be deemed to have been received in good condition.
We work with third parties to delivery products to you, so we accept no responsibility for damage to any parts by a third party.
The Legal Bit
Once the order have been delivered to your home/site, the risk of any damage to or loss of those it passes to you. You will only own the products once they have been successfully delivered and when we have received cleared payment in full. After this point we will no longer be liable for their loss or condition.
What To Do If The Product Arrives Damaged
Unfortunately accidents do happen, so if the goods are damaged when they reach you, sign the delivery note as damaged and contact us as soon as possible.
If after signing for your order you later find there is damage, you have 14 days from delivery to tell us, after which no exchange can be made. If you left instructions for the order to be left in your absence, tell us of any damages within 24 hours of delivery. Photographs will help us ensure a speedy change of product. Please send them to email@example.com with information about your order and the damage. We'll follow up as soon as possible.