Shipping policy

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.

Let Oak Floors Online know of any restricted access

To help us make sure your delivery runs smoothly, please consider the following questions:

Would a vehicle the size of a fire engine or dustbin lorry have any problems gaining access to your road or driveway to reach your delivery point?
If a vehicle of this size is parked outside your property for a period of time, will it cause an obstruction on delivery?

Just reply to our order confirmation email if you have access problems. We’ll arrange for a smaller vehicle to be allocated to your driver so your beautiful new flooring can be delivered with ease.

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.

Let Plank & Grain know of any restricted access

To help us make sure your delivery runs smoothly, please consider the following questions:

Would a vehicle the size of a fire engine or dustbin lorry have any problems gaining access to your road or driveway to reach your delivery point?
If a vehicle of this size is parked outside your property for a period of time, will it cause an obstruction on delivery?

Just reply to our order confirmation email if you have access problems. We’ll arrange for a smaller vehicle to be allocated to your driver so your beautiful new flooring can be delivered with ease.

STANDARD DELIVERY (£96.00 FLAT RATE ON FLOORING ORDERS)

We’re not into offering ‘free delivery’ to simply hide the cost within inflated product prices.

We like to keep things simple here at Plank & Grain, so we charge one simple flat rate of £96.00 (incl VAT) for any standard flooring delivery – no matter how big, or small, your order is.

DELIVERY TIMESCALES

Standard delivery timescales will vary depending on the product you’ve ordered.

In stock Items

Our ready-to-go floors are held in stock and are therefore ready to be delivered to you. If opting for standard delivery, your in-stock goods will be delivered within 3-5 working days by Palletways. If you require a Next Day / Weekend delivery - please call or email us prior to ordering. We can offer this service, but it is subject to your delivery address and an extra charge.

Accessories

Many of our accessories (such as floor trims/ door bars) are ready to ship, which will normally take around 2-5 working days to arrive. If you have any items made to order to match your custom flooring order or window sills/skirting, these will be shipped alongside your flooring order or once ready if not with a flooring order and can take 7-10 working days to manufacture. You will be contacted once your order is ready to be dispatched.

Other accessories, such as underlays, primers, oils, lacquers and adhesives can be ordered individually. The cost to ship these items is £25.00 and standard delivery will be within 3-5 days.

Samples

Colour (free) samples will be delivered within 2-3 days. Bespoke samples are made to order and will be delivered within 4-6 working days.

KERBSIDE DELIVERY AND ACCESS

All our deliveries are kerbside, so the delivery address will need to be easily accessible for HGVs and large vehicles. If access to your property is likely to be problematic, please let us know when placing your order so that was can discuss alternative delivery options with you.

WHERE DO WE DELIVER?

We deliver throughout Mainland UK. Some exclusions will apply based on your postcode area (including areas of Northern Scotland and the Scottish Isles, Northern Ireland, the Channel Islands, and some hard-to-reach areas of the UK). If you are unsure whether we deliver to you, please feel free to give our team a call and we can check for you.

Unfortunately, we do not currently ship internationally, however we can deliver to the UK depot of your chosen international shipping partner. For more information, please give us a call, or drop us an email on info@plankandgrain.co.uk

FAILED DELIVERIES

If we try to deliver your goods to your home but are unable to do so because nobody is home or the goods are refused, then you will be liable for any extra costs to return the item to us and for any additional delivery costs. This also applies if the order was cancelled or changed within 48 hours prior to delivery.

DAMAGED GOODS

We carefully check each item prior to dispatch and ensure to package them so they arrive undamaged. However, we understand that sometimes an item may be damaged during transportation.

We ask that you thoroughly check your goods immediately on delivery to ensure there is no damage to your items. Should you identify any damage, you must sign for as 'Damaged on delivery', otherwise you’ll be responsible for the return delivery charge. Claims for damaged goods must be made within 14 days of delivery.