FAQ's
How long does delivery take?
Delivery lead times vary depending on the products ordered and supplier availability.
Estimated lead times are displayed on individual product pages. Where an order contains multiple products with different lead times, the longest stated lead time should be used as the estimated delivery timeframe.
Many orders arrive sooner than the maximum stated lead time, however delivery dates and times are estimates only and are not guaranteed.
How much is delivery?
A fixed delivery charge of £25.00 plus VAT applies to standard deliveries unless otherwise stated at checkout.
Delivery charges are displayed separately before payment is completed.
What vehicle will my order arrive on?
Orders may be delivered using:
- transit vans;
- flatbed vehicles;
- crane vehicles (Hiab);
- or larger commercial delivery vehicles,
depending on the size, weight, and nature of the order.
If your site has access restrictions, please inform us before delivery or include details within the “Special Instructions” section during checkout.
Do I need to be present for delivery?
Yes. Customers or authorised representatives should be present to inspect and accept delivery.
Some deliveries may require customer assistance or customer-provided offloading equipment depending on the products ordered.
If nobody is present and safe delivery cannot be completed, the order may be returned and additional delivery charges may apply.
What access is required for delivery?
Customers are responsible for ensuring the delivery location is safely and legally accessible for the required delivery vehicle.
This includes ensuring:
- suitable road access and turning space;
- safe hard-standing surfaces;
- no height, width, or weight restrictions;
- safe unloading conditions; and
- no low-hanging trees, structures, or overhead cables obstructing vehicles or lifting equipment.
For bulky or crane-offloaded deliveries, overhead obstructions including power lines and telephone cables must not be present at the unloading location.
If delivery cannot be completed safely, delivery may be refused and redelivery charges may apply.
What does “customer offload required” mean?
Some products are delivered on vehicles that do not include unloading facilities.
Where products are marked as “customer offload required”, customers must:
- be present at delivery; and
- provide suitable labour, machinery, or equipment to safely unload the goods.
If suitable unloading assistance is unavailable, delivery may be aborted and additional charges may apply.
Is delivery kerbside only?
Yes. Unless otherwise agreed in writing, deliveries are made on a kerbside basis only.
Drivers are not required to:
- carry goods through properties;
- move goods into gardens or buildings;
- carry goods upstairs; or
- cross unsafe or unsuitable ground conditions.
Can I request a specific delivery date?
You may request a preferred delivery date in the “Special Instructions” section during checkout.
While we will do our best to accommodate requests, specific dates and times cannot be guaranteed.
Can I request a specific delivery time?
You may request preferred delivery timing within the “Special Instructions” section at checkout.
We will make reasonable efforts to accommodate requests where possible, however timed deliveries cannot be guaranteed.
What should I do if goods are damaged or missing?
Goods should be inspected upon delivery.
Any shortages, damages, or incorrect goods must be reported within 48 hours of delivery.
Photographic evidence may be required.
Failure to report issues within this timeframe may affect eligibility for replacement or refund.
Can I return items?
Consumers may return eligible standard stocked items within 14 days of receiving the goods in accordance with UK consumer legislation.
Returned items must:
- be unused;
- be in resalable condition; and
- not have been cut, machined, treated, installed, or altered.
Customers are responsible for return delivery costs unless goods are faulty, damaged, or incorrectly supplied.
The following items are non-returnable unless faulty:
- cut-to-size products;
- bespoke or made-to-order items;
- special-order products; and
- products prepared specifically for the customer.
Business customer returns may be accepted at our discretion and may be subject to handling and restocking charges.
Why does timber sometimes vary in appearance?
Timber is a natural product and variations may occur including:
- grain;
- colour;
- knots;
- moisture content;
- texture;
- warping; and
- shrinkage.
These natural characteristics are not considered defects.
Finished sizes may also differ slightly from nominal sizes due to machining and treatment processes.
Can I add items to my order?
The easiest way to add items is by placing an additional order through the website.
If your order has not yet been processed or dispatched, please contact us and we will do our best to assist.
Can I collect my order?
As Simply Timber is a timber brokerage, we do not have physical yards, therefore at present we do not offer collected business.
How can I contact Simply Timber?
Simply Timber
A trading name of Substruo Limited
Website: www.simplytimber.co.uk
Email: sales@simplytimber.co.uk
Registered Office:
128 City Road
London
EC1V 2NX
United Kingdom
Company Number: 14138382
VAT Number: GB440999754