Delivery & Returns
At Snowdon Timber Products Ltd, we aim to provide a reliable delivery service and a clear, fair returns process. Please read this policy carefully before placing your order.
By placing an order with us, you agree to the terms set out below.
Shipping & Delivery Information
We aim to dispatch all orders on the next working day, using a 3–4 working day courier service.
- Orders placed on Fridays, weekends, or bank holidays will be dispatched on the next working Monday (or next working day)
- Deliveries are handled by our third-party courier, DX, who operate Monday to Friday only (no weekend deliveries)
- Delivery times are estimates only and may vary depending on location, access, and operational factors
Estimated Delivery Times
- Mainland UK: Usually 3–4 working days from dispatch
- Other areas: Delivery may take up to 7 days depending on location
Once your order has been shipped, you will receive a tracking number to monitor its progress.
We do not deliver goods ourselves; all deliveries are made via third-party couriers. While we use trusted partners, delays may occasionally occur due to weather, traffic, or other unforeseen circumstances. These delays are outside our control, and we cannot be held responsible for them.
Customer responsibility
It is the customer’s responsibility to:
- Track their delivery using the provided tracking information
- Ensure someone is available to receive the goods
- Follow courier updates and delivery instructions
- Provide safe place instructions if required
All deliveries are made on a curbside (kerbside) delivery basis only.
This means:
- Drivers are not required to enter properties, gardens, or move goods to specific locations
- Goods will be delivered to the nearest safe and accessible point at the property entrance
Delivery Issues, Missing & Damaged Items
Any issues such as:
- Missing items
- Short deliveries
- Incorrect goods
- Damaged goods
must be reported within 24 hours of delivery.
How to Report Issues:
To report any delivery issue, damage, or return request, contact us:
[email protected]
01248 305530
Please include:
- Order number
- Clear description of the issue
- Photographic or video evidence where applicable
Failure to report within this timeframe may result in delays or rejection of the claim.
If you refuse delivery of your order, you must notify us within 24 hours of refusal.
Failure to do so may result in:
- Return shipping charges
- Courier handling fees
- Delays in processing refunds or claims
Faulty, Incorrect or Not as Described Items
If your order is received and is faulty, incorrect, or not as described, you must report it within 24 hours of delivery.
We will:
- Investigate the issue promptly
- Request evidence where required
- Offer a resolution such as replacement, refund, or collection
Where the issue is confirmed to be our responsibility, we will cover reasonable return or collection costs.
If you wish to return an item for reasons not related to fault, damage, or incorrect supply (including change of mind), this is classed as a non-fault return.
In these cases:
- The return is the customer’s responsibility
- We can arrange collection for convenience
- A minimum collection charge of £50 applies
- Charges may increase depending on weight, size, quantity, and location
- Final costs will be confirmed before collection is arranged
Return Conditions:
- Items must be unused and in resaleable condition
- Items must be securely packaged where possible
- We reserve the right to refuse returns not in resaleable condition
Original delivery charges are non-refundable.
Before any return or collection is arranged:
- Clear photographs of the goods must be taken
- Images must be emailed to: [email protected]
This is required to confirm condition prior to transit and to avoid disputes.
If a collection is required:
- Heavy or bulky item collections may take up to 7 working days to arrange
- Collection charges apply unless the return is due to verified fault or damage within the required timeframe
Agreement
By placing an order with Snowdon Timber Products Ltd, you confirm that you have read, understood, and agree to this Shipping, Delivery & Returns Policy.
Customers are responsible for ensuring availability for delivery and reporting any issues within the stated timeframes.
