Shipping and Returns.

Delivery Charges and Information

Dedicated HiAB Vehicle Delivery

Decks-Direct employ various companies for delivery. Most have crane offload vehicles however not all companies have crane vehicles, and a ridged vehicle will be used. Shipping charges that will be added automatically at the checkout are based on location (from our depot to delivery address) and the quantity. If you are looking for full loads, you should email us at sales@decks-direct.com for a quotation.

The cranes have a reach of approximately 5 metres for the goods to be placed on the driveway or in a front garden. (subject to access). Offloading over walls, fencing, hedges, etc. will be made at our drivers’ discretion, if not then the delivery will be to the kerbside.

The customer is responsible for any delivery charges incurred due to them giving inaccurate information leading to problems with delivery, access, offloading or re-delivery or return charges. Decks-Direct does not accept any liability for goods being undelivered due to poor accessibility or the buyer being unprepared for, or unable to offload the goods.

All deliveries are currently taking 25 working days to most of England, and within 30 working days to Scotland, Wales and South West of England, however, during seasonal demand and depending on availability of material can take up to 30 working days nationwide. We will always advise if a delivery will take longer than expected and you are more than welcome to contact us prior to placing an order for a rough estimate.

Seasonal demand between April & September can cause deliveries to take somewhat longer to arrive, if this is the case we will advise at point of order.

* Due to Covid-19 we anticipate some deliveries to be delayed. We are aiming to meet our standard lead times as best as possible, however, please bear in mind that it may take longer.

Depending on if all components of your order are in stock and how large your order is, we will schedule your order to be delivered along with other orders when a delivery vehicle in your area. We will call 1 working day before delivery to let you know it will be leaving us and to provide any necessary details regarding delivery, if you are unable to get in contact with you, we will leave a voicemail where possible.

It is recommended that someone is available during delivery, however, if no one is available we can offload your order to a safe place on your property (if possible), at your request. Our drivers cannot leave orders on public property or on a footpath or road. If you choose to take a delivery unattended, we can no longer be held liable or responsible for the security of the contents of the order.

In the event you do choose to take a delivery unattended, please endure that you thoroughly check your order and contact us at your earliest convenience to let us know if there are any problems. We will allow up to 24 hours for you to check your order and will, unless otherwise told, assume that the order is in good condition and as ordered.

Please be aware that couriers use a variety of vehicles when delivering and can range from a 3.5 tonne vehicle up to a 17 tonne vehicle. The courier can only deliver up to a maximum of 500 kilograms on a 7.5 tonne vehicle and therefore some of our products cannot be delivered on anything less than a 17-tonne vehicle.

Make sure you have access for the largest available vehicle at the delivery point, however, if you do not have access please contact us prior to ordering and we can arrange for a more suitable vehicle.

Charges, like our own crane service, are based on postcode area and are per pallet. Deliveries are generally made from 08:00 until 16:30 and are not specified, however, the driver should call approximately 1 hour before they are due to arrive.

All orders delivered by pallet courier will be delivered to the kerbside only and our courier will not bring products onto the property, bear this in mind when ordering our heavier items such as solid oak units and oak coffee tables as these will require several people to carry. We cannot be held liable if you are unable to move any items from a public footpath or road.

Delivery time is dependent upon several factors including what is ordered, whether it is in stock or cut to order and if it is being delivered to an outlying area such as the Highlands. Generally, we dispatch orders within 7 working days with a 1 working day delivery time, however, this can be increased up to 15 working days during seasonal demand and availability of materials. We will always advise if a delivery will take longer than expected and you are more than welcome to contact us prior to placing an order for a rough estimate.

We will call 1 working day before delivery to let you know it will be leaving us and to provide any necessary details regarding delivery, if you are unable to get in contact with you, we will leave a voicemail if possible. The driver will contact you approximately one 1 hour before delivery is due.

Returns and Replacements.

In case of damage occurred offloading, all goods must be inspected, and the driver should be notified immediately of any problems, and the delivery note signed accordingly.

Unfortunately, we cannot guarantee to replace or repair any items you have purchased that have been signed for in good condition that are later found to be damaged. This does not affect your statutory rights as a consumer.

Missing, damaged or faulty

In the case of missing items, damages, or mistakes on the order, you must report it within 14 days from the day of receiving the goods. For any replacements or refunds to be approved by management photographic evidence must be provided.

If we feel the situation cannot be improved by authorising another delivery for replacing goods delivered in a damaged state, we reserve the right to refund you in full and cancel the outstanding order.

Any approved refunds will be issued within 7 days of the goods being returned. It can take 3 to 5 working days until the refund shows on a customer’s account.

Report missing, damaged or faulty items or cancel your order by calling us 07548970087 or emailing us at sales@deck-direct.co.uk

Cancellation

As a consumer under UK law, you have the right to cancel any items purchased from us at any time before the goods are cut and despatched, or within fourteen days of receiving the goods without reason provided your order is not bespoke and not completed.

Cancelling or returning your order within the stated circumstances, a refund excluding the cost to return the goods will be issued providing you take reasonable care on the goods whilst they are in your possession.

If you wish to cancel and return your order after fourteen days following receipt of your goods, you will be prompted with a restocking charge of 25% of the order value minus the initial delivery charge plus the cost to return the goods.

Unless otherwise agreed, we will pick up and return a cancelled order at the charge quoted during the cancellation process.

If you would like to cancel your order, please call us on, email us at sales@decks-direct.co.uk or write to us at our address:

Decks-Direct

61 Bridge Street

Kington

HR5 3DJ.

Goods must be returned in original condition and may not be returned after any form of treatment, cutting or alteration with anything including wood stain, wax, oil or preserver.

Kerbside collection only, the driver cannot be loading goods from the back of the garden, from garages and will not be carrying goods from the house. The goods must be ready for collection prior to the arrival of our lorry, i.e., items placed on bearers or a pallet as initially delivered. If no one is present and the good are not left to be collected, we reserve the right to apply an additional return charge.