Information on Dispatch, Delivery & Manufacturing times
PLEASE NOTE ALL TIMES DETAILED ARE WORKING DAYS AND NOT CALENDAR DAYS I.E. MON-FRI AND EXCLUDING STATUTORY AND ADVERTISED HOLIDAY CLOSURES.
1. Approximate Dispatch/Manufacturing times
2. Production Scheduling & Estimated Dispatch Times - A detailed explanation
3. Detailed Delivery Information
4. Delivery Charges
5. Delivery Discounts
6. Secure On Line Ordering
1. Approximate dispatch/manufacturing times:
Current average dispatch times for UK ready made & made to measure cabinets are updated weekly (see below).
Made-to-measure Radiator Covers - Approx 20 working days average throughout the year for plain MDF/unfinished wood veneers and average of approx 25-28 for primed/painted/lacquered. As at w/c 5th Jan 2015 the average dispatch time for fully finished and primed made to measure cabinets is running to approx 28-30 working days and for plain approx 20. Working days are Mon-Fri and exclude statutory and advertised holiday closures.
Ready Made Radiator Covers - Approx 2-3 working days for imported cabinets unless clearly indicated otherwise on the product's ordering page (not the UK manufactured ones detailed below)
Approx 10 working days for plain MDF Traditional, Stars, Squares & Lines and New England covers which are grilled and packed to order.
Approx 20 working days average for Primed & White Traditional, Squares & Lines, New England and Stars covers which are grilled, primed, painted and packed to order. As at w/c 5th Jan 2015 the average dispatch time for fully finished and primed ready made UK cabinets is running to approx 25 working days.
Working days are Mon-Fri and exclude statutory and advertised holiday closures
for further explanation on dispatch times. All other ready made cabinets are available in stock unless otherwise detailed on the ordering page.
- approx 2 - 3 working days from receipt/payment of order other than wood veneer lacquered grilles and primed grilles. Veneered grilles are lacquered to order so please allow up to 15 working days for dispatch and primed grilles are primed to order (approx 5 working days). Louvre Doors and hinges
- approx 2 - 3 working days from receipt/payment of order for hardwood and clearance doors (pine can be up to approx 7-8 working days). Please note that ALL
hardwood and clearance louvre doors are in stock unless detailed otherwise or listed as low stock on our website - stock quantities (where detailed) are current. The pine louvre doors are held in stock in reasonable quantities (usually 6-10 each size) in our distribution warehouse and this stock is replenished weekly from our central warehouse. This can therefore result in a dispatch time of up to approx 7-8 working days.
If you order a combination of ready made/stock items and made to measure Products or out of stock items or a combination of Products in different finishes, these will routinely be dispatched together on completion of the last Products/arrival of the out of stock items. If you require an earlier delivery of the in stock items or items with an earlier completion date on a mixed order then please let us know at the time of ordering and we will arrange this.
Please note however that we do not routinely dispatch orders on Fridays.If you are likely to be away from home around the time delivery is anticipated (or at any time between ordering and anticipated delivery as orders are occasionally dispatched earlier than indicated), 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 or painted to order covers and these must be dispatched as soon as they are complete. Therefore for made to measure and UK manufactured painted/primed 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/finishing schedules accordingly.Back to top of page.
2. Production Scheduling & Estimated Dispatch Times - A detailed explanation:
The estimated dispatch times detailed for made to measure cabinets are the average dispatch times across all finishes and throughout the year - with fully finished covers usually taking longer than this and plain MDF usually less. They also change throughout the year at busy and quiet times and depending on the mix of orders at any given time. All dispatch times detailed are actual times required to complete manufacture and therefore exclude any statutory or advertised holidays and closures.
For cabinets manufactured by ourselves i.e. made to measure cabinets and our own ready mades that are held in stock in plain MDF only and that are grilled, primed and painted to order, we are only able to give a very rough estimate for average manufacturing times. This is because of the many processes involved in the manufacturing process, the many unknowns such as drying times, the need to retain flexibility within the production schedules and the mix and quantity of orders at any given time.
By way of explanation, some cover designs take much longer to machine and cut than others, limiting the number of cabinets that can be cut at a time, some designs and finishes take longer to finish. There is a finite limit to the number of cabinets that can be physically painted in one day and therefore production scheduling needs to take into account this fact to ensure that the number of cabinets going into the finishing department does not exceed the number that can be painted that day. In the same way, we also need to ensure that the machining side do not cut too many of the cabinets that take a long time to cut in one day as this then results in the finishing department ultimately not having enough cabinets to paint on a particular day.
The finishing department will also only finish in one colour or medium per day as changes require all the equipment and spray room to be completely washed through and this process is too time-consuming to allow for colour/medium changes within the same day. Therefore, the finishing department would routinely paint Primer normally 2-3 times/week; Satin White 2-3 times/week; Barley White approx every two weeks and Lacquer approx every 2-3 weeks.
The result of this is that average manufacturing times for Barley White and Wood Veneer covers are particularly difficult to predict depending on time of order receipt and whether the cabinet can be readied for top-coating in time for the next batch of finishing or whether it would have to be finished in a subsequent batch.
Similarly, orders for mixed finishes are also particulalry difficult as, owing to limited storage space, production schedules are amended where possible to attempt to ensure that all covers on the same order can be completed within the same 5 days or so in order that they can be dispatched together as soon as possible.
We often have need to alter productions schedules, sometimes at last minute. This happens for many reasons and can be because of longer drying times; staff sickness; machinery failure or servicing requirements or the necessity to remove some orders from finishing to finish a priority order - this is only ever done in the event that a customer's cabinet has had a part damaged in transit and, in these circumstances, we will always expedite any replacement parts through the factory.
The busiest time of year tends to be end of September to December when pre-Xmas orders for made to measure cabinets usually increases significantly. Whilst we increase shift numbers and overtime etc there is usually an increase in average manufacturing times over this period, particularly for fully finished cabinets. It is however rare for manufacture to exceed 30 working days. We always advertise a cut-off date for receipt of made to measure orders required for delivery before Xmas or any other holiday closure - please ensure that you check this information before ordering - this is always on our website at least two months before any closure.
We hope that this helps to explain a little of why estimating manufacturing and dispatch times is so difficult. Please feel free to ask for an update on your order but please be aware that, before your order is dry, any estimated or planned dispatch dates are indeed just that and they can and often do change prior to actual dispatch. We will also be unable to give even an approximate dispatch date (other than the usual approx dispatch times advertised) until we are within approx 3-5 working days from planned dispatch.
All made to measure cabinets are batched on receipt of order and then programmed into the CNC machine and cut by the machine. Grilled cabinets are then grilled by hand and all corners are bull-nosed (to acheive the rounded edges). Painted cabinets are then sanded and receive two coats of high build primer. Once dried, all fully finished cabinets are then sanded again and receive two top coats of paint before drying and packing ready for dispatch.
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3. Detailed Delivery Information
We will arrange delivery of the products you order by independent carrier service to the address on your order (this will be the address registered to your payment method). Please note that you are responsible for ensuring that the correct 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 the carriers insists that a signature is obtained although you may leave a signed note for the driver requesting this and he MAY be willing to do so (please ensure the driver is able to take the note away with him). The drivers do have discretion to leave parcels without signature but this must not be relied upon as this is discretionary only.
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 independent carrier 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. You will also receive a tracking email from the carriers with a link to allow you to track your delivery and with contact details for your local delivery depot.We are unable to telephone to advise of or to organise deliveries. Scotland should allow up to 3 working days for delivery (5 for Highlands and off-shore addresses). Please note that we do not routinely dispatch orders on Fridays.
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 as orders are occasionally dispatched earlier than indicated), 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 any UK manufactured covers and these must be dispatched as soon as they are complete. Therefore for UK manufactured 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/finishing schedules 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/bank holidays). The next working day service is NOT GUARANTEED and therefore we would not recommend 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 specific neighbour (which the carriers will routinely attempt if nobody is at home to take the delivery). You may also leave a signed note requesting 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 and not received contact to re-arrange the delivery or if the carriers are asked to store the Products for more than a few days by the customer then the Products will be returned to ourselves. The Products will then be kept 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 a failed delivery.
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 delays.
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. The products we sell are also extremely large and heavy (and may therefore not fit in a car should you need to transport between locations) so please bear all of this in mind when ordering.
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 usually 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, order cancellations/amendments etc or delivery instructions etc must be received at our offices prior to 4pm (warehouse/factory closure time) on the day prior to dispatch.
Please note that smaller items (e.g. hinges etc) will be sent via Royal Mail standard letter or parcel postal services unless ordered with items sent by carrier in which case they will be sent together by carrier - please allow approx 5 working days for standard mail services.
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4. Delivery Charges
PLEASE NOTE WE ARE UNABLE TO ARRANGE DELIVERY TO ANYWHERE OTHER THAN MAINLAND UK (EXC SCILLY ISLES & ISLE OF WIGHT) DUE TO EXCESSIVE CARRIAGE CHARGES.
Made-to-measure Radiator Covers - £12 per cover delivery charge.
Ready Made Radiator Covers & Bookcases - £9.50 per cover.
Decorative Grilles and Mesh - £10 per sheet for the first sheet of grille and £2.00 for subsequent sheets of the same product on the same order. Mesh is £7 per order regardless of pack size (provided order is for all same pack sizes) or free of charge when ordered with a radiator cabinet.
Louvre Doors and hinges - Doors are £10 for the first door and £2.00 for each subsequent door on the same order. There is no delivery charges levied for hinges.
All delivery charges are based on Mainland UK delivery only excluding Highlands of Scotland & Scilly/Isle of Wight postcodes where a delivery supplement of 100% and 50% respectively will be automatically added at check-out.
We are unable to arrange delivery to anywhere off-shore to Mainland UK (except Scilly/Isle of Wight) due to excessively high carriage costs.
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5. Delivery Discounts
Please note that we are unable to provide delivery discounts on rad covers on multiple orders. Radiator covers and louvre doors are very large and heavy items (ranging from 1-3m in length and 11kg to 55 kg in weight each) and this is reflected in the carrier charges for delivery. Covers are sent via carrier and cost us £10-35 + Vat each with no discount for subsequent parcels + currently there is also a £2 per parcel fuel surcharge and in addition we are also charged £10 + VAT for each attempted and failed delivery. As you will see, we therefore already heavily subsidise the delivery costs for our items.
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6. Secure On Line Ordering
Your confidential information (which includes your credit card information) is sent between your computer and our server in a securely encrypted form which ensures that no other party can read it. Once you have placed items in your shopping basket and proceeded to Checkout you will be required to login with your personal details (ie name, address, email and enter a password). When you proceed to make your payment you are transferred automatically to the secure Worldpay site. Your payment is processed directly by WORLDPAY - A Royal Bank of Scotland subsidiary. We do not receive your credit card details and do not store such details. Once your payment is approved by Worldpay you will receive via email an acknowledgement from Worldpay and a copy of our invoice for the goods you have ordered.
If for any reason your payment fails you will still receive an email informing you of payment failure (your order will not be processed).
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