• FREE DELIVERY to most of the UK

Delivery & Returns

Shipping, Delivery, and Returns Policy
At Snowdon Timber Products Ltd, we strive to provide fast, reliable delivery services while maintaining transparency and ensuring customer satisfaction. Please read the following policy carefully regarding delivery responsibilities, returns, and damage reporting.
Shipping and Delivery Information
We aim to dispatch all orders the next working day using a 24-hour delivery service to ensure fast and efficient shipping. Orders placed on Fridays will be dispatched the following Monday, as we do not dispatch over weekends.

All deliveries are handled by our third-party courier, DX. While we work closely with them to ensure reliable service, delays can occasionally occur due to factors beyond our control.

Please do not schedule any building work, book tradespeople, or begin your project until you have received and inspected your full order. We cannot be held responsible for any additional costs incurred due to delivery delays.

We do not offer compensation if you have taken time off work to receive your delivery and it has not arrived. For more information, please refer to the courier’s Terms & Conditions on the DX Delivery website.

If you would like your order to be left in a safe place, please contact our office prior to dispatch or contact DX directly to make alternative arrangements.

We appreciate your understanding and cooperation in ensuring a smooth delivery experience.
Deliveries

Mainland UK: Usually delivered within 48-72 hours.

Other areas: Delivery may take up to 96 hours, depending on location.


Once your order has been shipped, you will receive a tracking number to monitor its progress. Please note: We do not deliver orders ourselves; we use a third-party courier. While we work with trusted delivery partners, delays may occasionally occur due to weather conditions or other unforeseen circumstances. These delays are beyond our control, and we cannot be held responsible for them.

It is the customer's responsibility to track their shipment and ensure someone is available to receive the delivery.

Delivery Issues
  • Any shortfalls, missing items, or delivery issues must be reported to us within 24 hours of delivery.
  • Failure to report issues within this timeframe may result in delays or the rejection of your claim.
  • For any further assistance, please contact our customer service team—we're happy to help!
Refused Deliveries
  • If you refuse delivery of your order, it is your responsibility to notify us immediately by contacting our customer service team within 24 hours.
  • Failure to inform us of a refused delivery may result in additional return charges or complications with processing your refund.
Returns for Heavy and Bulky Items
  • If you refuse delivery of your order, it is your responsibility to notify us immediately by contacting our customer service team within 24 hours.
  • Failure to inform us of a refused delivery may result in additional return charges or complications with processing your refund.
Reporting Damaged Items
  • In the rare event that your item arrives damaged, you must report the issue to us within 24 hours of delivery. This includes providing clear evidence (photos or videos) of the damage.
  • It is the customer's responsibility to inspect the package and its contents before signing for delivery. Signing for the delivery confirms that the item was received in satisfactory condition. (Every delivery driver has an option on their device to report damaged or unsatisfactory items.)
  • If damage is not reported within the required timeframe or if evidence is not provided, we may not be able to process your claim.
Collection Arrangements
If you are unable to return items yourself, we can arrange a collection for you. Please note:
  • Collection for heavy or bulky items may take up to one week to arrange.
  • Collection fees will apply unless the item is being returned for verified quality-related reasons or damage reported within the required timeframe.
Customer Responsibility Before Returning a Product
  • Before returning any product, the customer must take clear photographs of the goods in the condition they are being returned.
  • These photographs must be emailed to  [email protected] before the goods are sent back.
  • This step is required to document the condition of the goods prior to transit and to avoid additional charges in the event of damage during return shipping.
How to Notify Us
To report a delivery issue, damaged item, or initiate a return, please contact our customer service team via:
Email: [email protected]
Phone: 01248 305530

Please include your order details and any supporting evidence (if applicable).

By placing an order with us, you agree to abide by this policy. Customers are encouraged to track their orders and report any issues within the stated timeframes.

If you have any questions or require further assistance, please contact our customer service team.


Thank you,
Snowdon Timber Products Ltd