FAQ's
How long does my delivery take to arrive?
Although we strive to source as much of each order from the same source, this is not always the case. In this instance, please take the product with the farthest lead time (as stated against each product on the shopping page) as the latest delivery date. Please note product lines from your order may arrive before this date.
What vehicle will my order be delivered on?
Our fulfilment partners operate a wide fleet of vehicles, ranging from small vans up to Hiab (crane vehicles) and articulated vehicles. The vehicle your order or part of your arrives on depends on the sizes of the order e.g. size, weight etc. If you have access restrictions to your site, please inform us at time of order in the "Special Instructions" so we can do our best to accommodate.
Do I need to be on site when delivery is made?
We strongly advise that you and/or an able bodied individual is on site when deliveries are made. The reason for this is two-fold. Firstly, some items are delivered by van or small truck and the driver may need assistance with offloading. Secondly, on the rare occasion that an order may be short delivered or contain damages, these need to be reported at the time of delivery, with photographs taken as proof so that refunds/replacements can be arranged. You'll be advised of the delivery date.
Can I request a specific time for my delivery?
You can request it in the "Special Instructions" section at point of order and we'll do our best to accommodate the best we can with the resources available at the time , but it is not guaranteed.
Can I request a specific date for my delivery?
You can request it in the "Special Instructions" section at point of order. Please ensure your request is not before the latest lead time advertised for the product(s) ordered. If you would like it sooner, please request it and if possible we'll make it happen.
Can I return items?
If the products are faulty, you can either return them or have them replaced at no cost to yourself, on the condition that the correct procedure is followed as above. If items need to be returned due to any other reason, there may be a 20% handling charge incurred which will be deducted from any refund due. Please note that items which have been specially made/milled are non returnable.
Can I add to my order?
The easiest way is to place another order through the website. If you are unable to do this, please email hello@simplytimber.net and customer services will arrange this for you, assuming the order hasn't already been picked or dispatched.
Can I collect?
If you wish to collect, please do NOT place and order on the website. Instead, email hello@simplytimber.net with your requirements and your desired collection location, and customer services will be in touch with a collection site.
Do you have a contact number I can call you on?
"Simply Timber" manages to keep prices extremely low by keeping our costs low and passing the savings on to you. As a result, we do not employ costly call centre staff, however we are contactable by email, our many social media platforms and available live between 7-5 during the week on live chat, which can be found in the bottom right hand corner of our page, and will be happy to assist with any query you may have.
