Delivery Information

At Oak Floors Online, we send 95% of our pallets via a carrier on a pallet. Therefore, it is important to know what to expect when ordering directly from ourselves.

 

What To Expect After Ordering

 

Once you have placed an order with ourselves, either via our website or direct in store, you will receive delivery confirmation once your order has left our yard. This applies for either pallet or parcel deliveries. Within this email, you will be provided with Tracking Information if available. A VAT invoice can also be requested and will be forwarded on via email.

 

On The Day of Delivery

If you are receiving a pallet from one of our outsourced delivery companies, you should but not always receive an email confirmation for delivery either that day before or on the day of delivery. You may however get a telephone call from the delivering depot or driver before delivery. They may do this in order to gain extra details or to make sure someone is on site to receive delivery.

We ask all pallet deliveries to contact our customers at least 1 hour prior to delivery. We are however not responsible for if this doesn’t happen. If you are given a day for delivery and have not paid for a specified time frame, then delivery can be from 8am to 5pm. We will not accept responsibility if no one is on site to sign for delivery and you request with the delivery driver to leave products. We ask that someone is always on site to check the delivery in case you have any damaged products.

Once delivery has been made, if you have not made note with the delivery company of any damaged products, we will unfortunately not accept responsibility for damaged products thereafter.

How We Deliver

 

If you are receiving a delivery for one of our carriers, the service that will be provided is a Tail Lift Curb Side delivery service. A curb side delivery service unfortunately requires someone to be on site. iIn order for the driver to use his pump truck to move the pallet a close as possible to your chosen location. If you have a very large order, you might be informed that the pallet will require a hand ball off load. This literally means you will have to unload the flooring from the side of the lorry.

Types of Pallet Sizes We Use

 

We deliver products such as oils or glue via companies such as DPD in cardboard boxes, if an order is placed for single items without flooring. If you do order flooring through ourselves, we provide these on double pallets. Therefore, you will be charged for a double pallet rate and the prices for delivery might seem higher than normal, but you are paying for two spaces as a result.

Rescheduling A Delivery

 

If for any reason, you cannot take delivery on the scheduled delivery date, please contact us before the specified date in order for us to re-arrange a new delivery date. If an attempt to delivery your order is made and is missed, you are subject to a re-delivery charge of £30+VAT. This only applies to our pallet network delivery service. If delivery is being made via a small box carrier, most offer 2 or 3 delivery attempts before a pick up option is offered or your order could be delivered back to ourselves. If for any case a pallet is returned back to ourselves without being delivered, you will be subject to paying the original delivery charge plus a new delivery charge.

Bespoke Items

 

If you have ordered any machined products, please bear in mind that these are non refundable products. We produce each oak nosing/window sill/skirting boards and a few other items to order. Therefore, once ordered and machining has started, we do not offer a refund for these.

Due to the sizing of timber, please check all dimensions, prior to ordered. They can finish to a different size (smaller) than stated due to the profiling of some products. If you are ordered specific lengths, please bear in mind that you might have to cut down supplied lengths. Due to deliver carriers, we normally send slightly longer lengths to allow for any damage in transport and to minimise holding projects up with little damages to ends as a result. Therefore, you are expected to cut items down to the size required on site.

Multiple items are also subject to being send in the most efficient way. This might result in longer lengths sent out, with meterage, rather than specific lengths cut to again minimise any damage in transport from lots of loose items packaged as one. If you are unsure, please give us a call or email to get confirmation prior to ordering. 

Restocking

 

If for any reason, you change your mind, we do charge a restocking fee. This is subject to amount ordered and subject to a collection charge on location. You do have a 14 day grace period to which you can return items without having a restocking fee applied. This will from the day of delivery. This only applied to online customers purchasing through the website and not showroom/payment via alternative methods.  This might be higher or lower than original price paid for delivery or if you had free delivery, this does not apply to a return/restocking of any item.

Our restocking fees start at 20% and work up to 40% depending on the product. Please contact us to get a clear number. Due to the number of items we sell and brands we supply, this is why our restocking fee is variable.