Delivery Information
Supply-only
Our oak frames and components can be collected from our factory near Haywards Heath, West Sussex. Alternatively we can arrange delivery on your behalf, by independent haulier. The delivery company will invoice you direct.
Access requirements
Please note that HGV vehicles are only able to drive on solid ground and you must check in advance and notify the delivery company of underground hazards.
Please ensure there is adequate access to and from your site, including notifiable road closures, height restrictions etc.
Delivery vehicles necessary for our products are usually curtain-sided trucks, either fixed or articulated. Flat-bed and Hiab-enabled vehicles are available but come at a higher price.
Delivery drivers are responsible for their trucks and the loads until offloaded. If they aren't happy with the arrangements provided, delivery may be refused at the customer’s expense. If you are concerned about any issues, please notify the haulier direct prior to despatch to give them the opportunity to address any potential issues.
Items such as roof trusses are usually flat packed into strapped stacks. If specifically requested we are able to pre-assemble trusses for you prior to shipping, for a small charge (price on application). However please note that for this the trusses need to be of a size which can still be transported safely. If you don’t have easy access, it is usually better for trusses to be supplied disassembled so they can be moved more easily.
Please ensure you have adequate equipment or manpower on site to lift your load exactly to its required location. The delivery drivers are not responsible for offloading the structures to specific locations on your site. For health and safety reasons, they ARE NOT allowed to lift products into place for you by hand or by using a Hiab, if equipped with one.
Please contact us to talk about details of what you will need, our staff will be more than happy to help recommend the correct equipment.
Delivery Times
Lead times for manufacture may vary from 4 to 10 weeks from the date of final sign off by the customer of structural engineering calculations and final drawings. More accurate delivery lead times can be discussed when you place your order. Please note that lead times can be affected by the need for planning applications, bespoke garage drawings and structural calculations, all of which must be finalised before you place your order.
We will contact you prior to despatch of the goods to arrange a suitable delivery time for your load. Please ensure you provide your up to date telephone number when you order.
Collections may be arranged from 08.00 to 16.00 hrs during working days only. Please ensure you have everything in place for when the delivery arrives.
Returns
All our products are bespoke and manufactured to your specifications. Even the pre-set designs are subject to alterations following structural calculations and engineering approval, which is mandatory. For this reason, we are unable to accept returns once the product has been manufactured and delivered.
After paying your deposit you have a 2 working day cooling off period, during which you can cancel your order and receive a full refund prior to manufacture. In addition to this, you will have the opportunity to review or cancel your order after the structural calculations have been done and final price has been confirmed. At this point, you will receive a full product refund, minus the cost of the structural engineering pack, if you have purchased this through us. Planning drawings and structural engineering packs are non-refundable, as they are intellectual property and can easily be copied and then returned.
We hope you are delighted by the pieces you buy, but should you find any defects following the delivery, please notify us as soon as you spot them. We offer a 12 year guarantee on our supplied goods and will replace any faulty items. This does not include cosmetic variations in colour, small cracks and shakes, which are normal in green oak structures. Please read our terms and conditions for full details.
Damage
Oak is very hardy, and we do all we can to protect our items in transit. Sadly damage can sometimes occur. Please inspect each item as it’s being offloaded and if you spot any damaged items, please let us know immediately, before installation, by calling us on 01444 44 00 11.