1.1 This Delivery Policy contains details of the delivery methods, periods and charges that apply to orders for our products made through our website or by telephone or email.
1.2 This policy is a legally binding document, and forms part of the contract of sale between you and us (Trading Doors Ltd) made under our terms and conditions of sale.
- Free delivery
2.1 We offer free standard delivery to all mainland UK addresses in Area A and Area B on all orders over GBP 850 (including VAT).
2.2 We offer free standard delivery to all mainland UK addresses in Area C on all orders over GBP 1,100 (including VAT).
2.3 All other orders will be subject to delivery charges as detailed in Section 5.
- Geographical limitations
3.1 We will usually be able to deliver to the following countries and territories: England, Scotland and Wales, including some of the outlying islands.
- Delivery methods and periods
4.1 The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
(a) if your delivery address is on the United Kingdom mainland, you will be allocated a delivery schedule based on your post code by our couriers, and the typical period for delivery of products by this method is listed on the ‘Delivery Options’ page of our website and is from a few days to two weeks generally; and
(b) if your delivery address is on one of the United Kingdom islands listed on the ‘Delivery Options’ page of our website, or elsewhere in ‘Area D’, you will be allocated a delivery schedule based on your post code by our couriers, and the typical period for delivery of products by this method is normally greater than three weeks and is listed on the ‘Delivery Options’ page of our website. Costs for deliveries in Area D will be notified to you either when you place your order on the website or if in the Islands by telephone or in writing, via email.
4.2 If you place your order before 4pm on a working day, these time periods run from the close of business on that day; if you place your order after 4pm on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.
4.3 The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period. We do not cover any fitter or installer rates or charges if you have pre-booked your fitter or installer in advance of receiving your delivery from us. We also do not recommend booking fitting dates until you have received the goods from us, as deliveries can be delayed due to weather, break-downs, and for other reasons outside of our control because the delivery companies we use are external courier firms.
4.4 We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.
- Delivery charges
5.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us, especially if in ‘Area D’.
5.2 Applicable delivery charges will depend upon the location of the delivery address, and the amount of the products in your order.
- Delivery tracking
6.1 Delivery tracking is not available in respect of all orders for our products, unless we notify you otherwise. If concerned about a delivery, in the first instance please contact us via telephone or email.
- Receipt and signature
7.1 All deliveries must be received in person at the delivery address, and a signature must be provided by someone aged 18+.
7.2 Our delivery service provider will notify you in advance of attempting to make a delivery requiring signature. If you do not hear from the courier within 3 working days for any standard product items from the date we sent you your invoice or order confirmation, please call us in the first instance so that we can chase them on your behalf.
7.3 On receipt of any delivery the customer must write a total of items received in the ‘TOTAL ITEMS RECEIVED’ box on the delivery note. Trading Doors Ltd will refute any claims for shortages, wrongly delivered items, visible damage on items or edge damage on doors or frames at the point of delivery, where the customer has refused to sign the delivery note or has not written any pertinent information regarding any shortages, damage or wrongly delivered items onto the delivery note.
7.4 The customer must also mark on the signed for delivery note in the ‘Special Notes, Instructions and Customers Observations’ section any or all of the following occurrences:
(a) All door products must be checked for edge damage and if there is any damage it must be written onto the delivery note by the customer and a photograph of the damage taken. This should then be emailed to email@example.com with a covering note. The door should be returned on the original lorry / van if possible. A replacement will then be organised.
(b) All door, non-door (door furniture and timber products) or other products should be checked for quantity, correctness of design and colour and finally for any visible damage. If there are any issues, they must be written onto the delivery note by the customer and a photograph of the issues taken and emailed to firstname.lastname@example.org with a covering note. A collection will be arranged and a replacement sent as soon as it is available. If the item damaged is a door frame or a bespoke door and frame and they cannot be returned on the original lorry for whatever reason, a collection and replacement will be organised by Trading Doors Ltd.
- Post Delivery Checks
8.1 The customer must check all the doors and other items are correctly delivered, whether it be design, size, colour, finish or any combination of these and must also look for any face or edge damage or other shortages and do so within 72 hours of the delivery date. Do not open, adjust or hang any products until you are absolutely sure they are correctly delivered and free from any damage. Any discrepancies or claims for damage must be emailed to email@example.com within the 72 hour period.
8.2 Please ensure that you do not remove the goods out of their original packaging if the packaging is damaged or the product is incorrect on receipt of delivery. Take a photograph(s) and do not proceed to open the packaging. These are required to be emailed showing the damage or incorrect products to firstname.lastname@example.org.
8.3 Picking errors or the wrong goods being delivered must be notified in writing within 72 hours to email@example.com as in point 8.1.
8.4 If after any door or item is unpackaged there are any manufacturers defects noted, do not install the item but take photograph(s) of the damage or defect and email them to firstname.lastname@example.org with a covering note.
(a) It is the customers responsibility to ensure that any defective, incorrectly delivered or damaged goods are not installed or have not had any adjustments made to them if they need to be returned. We will not accept returns on doors or other goods with manufacturer defects or because they were incorrectly picked and delivered because they were installed or adjustments were made to them. The original packaging should be kept until the goods have been inspected in full by the customer. They should be neatly re-wrapped in their original packaging prior to any agreed collection.
(b) We will not accept natural wood grain colour or pattern variations within doors or frames as grounds for a manufacturing defect as wood is a natural product and variations are to be expected.
(c) Customers should refer to our full Terms & Conditions of Sale on our website where our Returns Policy and Manufacturers Guarantee section is available, to ensure that procedures for discrepancies and returns are followed diligently. Trading Doors Ltd will refute any claim not so followed.
- Additional deliveries
9.1 If an initial delivery attempt is unsuccessful, our delivery service provider will make at least 1 more attempt to deliver the products in your order and this will be charged at 100% of the original delivery charges, or if the delivery was to be free, at the charges that your order would originally have incurred had it not been a free delivery.
10.1 If your products remain uncollected despite our delivery service provider trying to collect them, no further collection may be possible. Please call us to discuss alternate arrangements to get the products back to us.
- Delivery problems
11.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.
11.2 If our delivery service provider is unable to deliver your products, and such failure is your fault, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge), see 9.1.
11.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) you provided the wrong address for delivery;
(b) there is a mistake in the address for delivery that was provided;
(c) the address for delivery is not reasonably accessible;
(d) the address for delivery cannot safely be accessed; or,
(e) if there is no person available at the address for delivery to accept delivery and provide a signature.
E. & O. E.