Delivery Made Simple

It is the customer’s responsibility to ensure that the
delivery location is suitable and accessible for the type
of vehicle required to deliver the order.

Access restrictions may include narrow roads or entrances,
weight or width restrictions, low bridges or low-hanging trees,
steep inclines, restricted parking or loading areas, steps,
uneven ground or roads unsuitable for large commercial vehicles.

If the courier cannot safely access the property, the goods may
be delivered to the nearest safe and accessible kerbside location.

Where delivery cannot be completed because of access restrictions,
additional delivery or redelivery charges may apply.

We strongly recommend inspecting your order as soon as it arrives.

If there is visible damage to the packaging or products,
please make the delivery driver aware where reasonably possible,
mark the delivery as damaged if the courier provides this option,
take clear photographs and contact Timberwharf Flooring Ltd
as soon as possible.

Please report damaged goods within
48 hours of delivery wherever possible,
together with clear photographs and your order details.

This does not affect your statutory consumer rights.

Customers should carefully check products before cutting,
fitting or installation.

Please check the product, colour, size, quantity, finish,
batch or shade where applicable, and condition of the goods.

If you believe that you have received an incorrect, faulty
or damaged item, please contact us before installation.

Once goods have been cut, fitted or installed, this may affect
our ability to accept a return where the issue should reasonably
have been identified before installation.

Nothing in this policy affects your statutory rights in relation
to faulty, damaged or misdescribed goods.

Once an order has been dispatched, we cannot normally change
the products, quantities or delivery address.

Please check all order information carefully before completing
your purchase.

If you need to make a change, please contact us as soon as possible.
Where the order has not yet been dispatched, we will do our best
to accommodate your request.

Please ensure that somebody is available to receive the delivery
where required and that the delivery location is accessible.

If a delivery is missed, refused or cannot be completed because
of incorrect delivery information, unavailable access or undisclosed
access restrictions, additional courier, redelivery or return
charges may apply.

Timberwharf Flooring Ltd uses independent parcel and pallet
courier networks to fulfil deliveries.

Premium delivery is next day for orders placed by 11am, with a maximum delivery timeframe of 2 working days. Standard delivery is 3–5 working days.

Occasional delays can occur due to circumstances outside our reasonable control.