Approximate dispatch/manufacturing times:
Made-to-measure Radiator Covers - approximately 20 working days from receipt/payment of order - usually longer than this for fully finished covers and less for plain MDF (please see manufacturing information for further detailed explanation and for info regarding any anticipated delays etc currently) - 20 working days is the average estimated time taken to manufacture and therefore excludes all statutory and advertised holiday closures.
Ready Made Radiator Covers & Bookcases - approx 2-7 working days from receipt/payment of order (other than Traditional, Stars/Moon, Squares & Lines and New England covers which are grilled, primed, painted and packed to order and therefore take approx 10 working days for plain and 15 working days for primed/painted (see manufacturing information for further explanation). All ready made cabinets are available in stock unless otherwise detailed on the ordering page and would routinely be dispatched within 2 working days.
Decorative Grilles - approx 2 - 7 working days from receipt/payment of order (other than wood veneer lacquered grilles).
Wine Cubes - approx 2 - 7 working days from receipt/payment of order.
Louvre Doors and hinges - approx 2 - 6 working days from receipt/payment of order. Please note that ALL louvre doors are in stock unless detailed otherwise or listed as low stock on our website - the stock quantities (where detailed) are current. Clearance and ramin hardwood doors are routinely dispatched within 2 working days of ordering. Araucaria doors are held in stock in limited quantities (max of 10 each size) in our main distribution warehouse with further stocks in our central warehouse. Stock is replenished weekly on Mondays and therefore these can take up to 6 working days to dispatch if the doors go out of stock in our distribution warehouse.
Made to measure dispatch/manufacturing times given are an estimate based on average manufacturing/dispatch times (therefore your order may be ready either before or after the estimated 20 working days) - public holidays and advertised closure periods will impact on estimated lead times and orders are only processed during working hours on working days. We pack and dispatch orders as soon as they are dry so it is therefore imossible to give accurate dispatch dates until orders are actually dry, packed and ready for dispatch and when the dispatch email is sent. Times are estimated because of the complexities of the many processes and unknowns (inc drying times) and the necessity to retain flexibility with production schedules.
We will arrange delivery of the products you order to the address which you specify. Please note that you are responsible for ensuring that the correct delivery address and postcode is given when placing the order as we cannot be held responsible for any losses or other expenses incurred as a result of mis-delivery owing to incorrect addresses and postcodes.
A valid signature will be required on delivery. We cannot request deliveries to be left without signature as our contract with them insists that a signature is obtained although you may leave a note for the driver requesting this and he MAY be willing to do so.
When your order is received please check the condition of the package. If there is any visible damage to the packaging please sign the delivery note making sure you note on the ticket the visible external damage. In the unlikely event that the Products themselves are very obviously damaged you may refuse the delivery but please ensure that the delivery note is signed to say that this is the reason for the return.
You must inspect the Products as soon after delivery as is practicable and notify us as soon as possible of any shortages, defects in or damages to the Products or of any other complaint in respect of them within 7 days from the date the Products are delivered.
When your Products are dispatched we use a next working day service for most items (smaller items sent via Royal Mail) in an attempt to provide you with more certainty of the actual delivery date. You will be automatically emailed from our server to inform you of the day your item(s) are leaving via carrier. Scotland should allow up to 3 working days for delivery and off-shore Islands 3-5 working days. Some ready made radiator covers will be sent on a standard 3 day service but you will be informed of this via email.
We are unable to specify actual delivery times or arrange Saturday deliveries and we are also unable to arrange deliveries for specific days. If you are likely to be away from home around the time delivery is anticipated (or at any time between ordering and anticipated delivery), please ensure that you advise us by email after placing your order and we will ensure that no products are despatched to you for the time you are away. Please note that due to restricted space, we are unable to store orders for made to measure covers and these must be dispatched as soon as they are complete. Therefore for made to measure orders in particular we must be informed at the time of ordering if you are likely to be away so that we can alter the manufacturing schedule accordingly.
Please bear in mind when specifying your address for delivery that deliveries are only made during working hours and days (Monday to Friday excluding statutory holidays). The next working day service is NOT GUARANTEED and therefore we would not reccomend that customers specifically book time off work or stay at home specifically awaiting delivery. In the event that you have received a formal dispatch notification and nobody will be at home to take that delivery, you may leave a note to request the driver to leave the delivery with a neighbour (which the carriers will routinely attempt if nobody is at home to take the delivery). You may also request it be left in a specified safe and dry place but as our deliveries do require a signature we cannot guarantee that the driver would be willing to do this. If this is also not possible then the driver will leave a card with contact details on in order that you may re-arrange delivery on a day to suit or you may arrange to collect the Products from their local depot, should this prove more convenient for you. In the event that the carriers have unsuccessfully attempted delivery three times and been unable to deliver and not received contact to re-arrange delivery or if the carriers are asked to store the Products for more than 1-2 days by the customer then the Products will be returned to ourselves. The Products will then be kept pending collection by the customer or pending payment of an additional delivery charge for a new delivery. Any refunds made in such instances will be made less the carriage return fees. We are unable to re-deliver free of charge as we already subsidise delivery charges and, in addition, we are charged for each failed delivery attempt. Therefore you will be liable for the carriage return costs of £25 on any orders returned to us after 3 failed deliveries.
Deliveries can be made at any time from approx 7am and, during busier times, deliveries can be made up to 7pm in the evening. We cannot be held responsible for any losses or expenses occurred as a result of the failure of delivery on the day estimated by us. The next working day service is the service that we choose to utilise in order to provide our customers with more certainty on delivery date - this is not a guaranteed service. The charge we apply for delivery includes the cost of packaging and only a small contribution towards the actual delivery charge which is very heaviliy discounted by ourselves. Delivery charges will therefore not be refunded in the event of any delivery delay.
We are unable to guarantee that the driver will be willing to deliver the Products to anywhere other than a ground floor location or to leave without obtaining a signature.
We are unable to recall a delivery once it has left our premises with the carriers and also unable to pass delivery instructions to the carriers once the Products have left our premises and any re-delivery arrangements will be the responsibility of the customer to arrange direct with the carriers. All our dispatches are collected at 7.30am daily by the carriers from our warehouse/factory location (order dispatches are always sent at least the evening prior to dispatch). All dispatches are therefore labelled, consigned, palletised and shrink-wrapped ready for carrier collection by the preceding evening. Any request to amend delivery details or delivery instructions etc must be received at our offices prior to 4pm (warehouse/factory closure time) on the day prior to dispatch.
If you order a combination of ready made and made to measure Products or a combination of made to measure Products in different finishes, these will routinely be dispatched together on completion of the made to measure Products. If you require an earlier delivery of the ready made items on a mixed order then please let us know at the time of ordering and we will arrange this.
Please note that smaller items (e.g. hinges and mesh etc) may be sent via Royal Mail standard letter or parcel postal services - please allow 3-5 working days for standard mail services.