Delivery, Returns & Refunds

Our Delivery Services

We currently use Hermes & DX Freight for our courier providers, local deliveries take place on our own transport

We offer a Next Day service for UK Mainland customers, select the Next Day delivery option, and your order will be dispatched later that day and delivered on the next day. We do not currently deliver on Sundays or Bank Holidays and our lead times are not guaranteed.

Restrictions

We offer our standard delivery services throughout the UK.

We are currently unable to deliver to the Republic of Ireland. Any orders placed after 1st February, will be automatically cancelled and refunded. We sincerely apologise for any inconvenience this may cause.

Delivery Lead Times

Standard Delivery takes 3-5 working days and Next Day Delivery is for orders in the UK only.

We offer a Next Day service for UK Mainland customers. Select the Next Day delivery option, and your order will be dispatched later that day and delivered on the next day.

We do not currently deliver on Sundays or Bank Holidays and our lead times are not guaranteed.

Delivery To British Forces Post Office

We are able to deliver to the British Forces Post Office with both Standard and Next Day Delivery. Simply order as normal and enter the BFPO as the delivery address.

Overdue Deliveries

Please check the date of your order and the delivery service you selected. Your order is late if

  • You have ordered using a Standard service and it is 14 full working days since you placed your order
  • You have ordered Next Day and your order has not arrived the following day

If your order is late our team will be happy to assist you further.

Lost Deliveries

If you believe the carrier has lost your parcel please use sales.macclesfield@iitimber.co.uk and we will look to resolve the issue as quickly as possible with the carrier service in question.

Returns

As a UK/EU consumer, you have the legal right, under the Consumer Protection (Distance Selling) Regulations 2000 to cancel your order within thirty (30) working days following your receipt of the goods or the date on which we begin provision of the services. Refunds for orders cancelled under the provisions of the Consumer Protection (Distance Selling) Regulations will be processed in accordance with your legal rights. For further information about your statutory rights, contact your local authority Trading Standards department or consumer advice centre (for example the Citizen’s Advice Bureau if you are in the UK). If you are considering cancelling or wish to cancel a product you have ordered from us, please be aware of the following terms that apply:

Applicability of cancellation rights: Legal rights of cancellation under the Distance Selling Regulations available for UK or EU consumers do not apply to certain products and services.

The sale of customised goods or perishable goods, sealed audio or video recordings, or software, which has been opened.

Additional cancellation terms: Where Additional Terms and Conditions of Sale are applicable to any product or service you have ordered from us, these may also govern your cancellation rights and you should review these carefully;

Damaged or incorrectly supplied products: You should check all products you receive against your order. If the products you receive are damaged or incorrectly supplied on delivery then you must note the details of any damage or error in supply on the delivery documentation or if you are unable to view the items on receipt, you must inform us (by post, phone or e-mail only) within the seven day period. You must return the products to us as soon as possible after informing us that the products are damaged or have been incorrectly supplied.

Other cancelled products: If you want to cancel products that are not damaged or incorrectly supplied, then you must inform us of this within seven working days following the date of receipt in accordance with the Distance Selling Regulations or otherwise as soon as possible. You must take reasonable care of the products that you wish to cancel and not use them. Products should be returned in their original packaging or promptly at your cost.

This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.

How to Return Items

You can return any item for a refund with a few simple steps:

Items ordered online can be returned back to your purchasing depot

Please parcel your goods with the original documentation included.

For damaged or faulty items please use our sales.macclesfield@iitimber.co.uk or return them to your nearest depot for a full refund.

Refund Policy

Your item(s) are refunded using the payment method you used to place your order. We are not able to refund through any other payment option. We will make the refund as soon as possible, but this may take up to 3-5 working days for the payment to get to your account due to bank processes and procedures.