Shipping policy
Shipping Policy
This policy applies to orders placed with UK Building Supplies. Nothing in this policy affects your statutory rights.
UK Building Supplies is a delivery-only business. We do not operate a customer collection counter or public trade counter.
Delivery Times
Once an order is completed, it is processed and allocated to transport. Delivery times are then based on stock availability, supplier routing, haulage availability and the delivery location.
Most orders are delivered within 2–5 working days, unless a different delivery timescale is shown on the product page.
Some building material deliveries may operate on a 1–5 working day lead time, Monday to Friday, usually between 7am and 7pm. Some deliveries may take place on Saturdays between 8am and midday, depending on the supplier or haulier.
Orders placed on weekends or bank holidays will be processed on the next working day.
Stock Availability
Stock levels change regularly and we cannot guarantee stock availability until the order has been processed with the supplier or manufacturer.
Product pages will usually indicate the anticipated delivery timescale, but this may change depending on live stock levels and supplier availability.
If an item is out of stock, we will contact you by email to either arrange a different delivery date where possible or issue a refund.
Manufacturer, Supplier and Third-Party Deliveries
Some orders are delivered directly from manufacturers, suppliers, courier networks, pallet networks or third-party haulage partners.
This means the delivery vehicle and driver may not be branded as UK Building Supplies. Please do not be alarmed — they are delivering on our behalf or through the relevant supplier network.
Where goods are delivered directly by a manufacturer or supplier, delivery times and delivery methods are outside our direct control, but we will always do our best to keep you updated.
Delivery Updates
Where available, the transport team, supplier, courier or haulier may contact you by email, phone call or text message with delivery information.
Some deliveries may include an estimated delivery window, while others may be completed on an all-day delivery service.
Where a pre-call is available, drivers will usually call or text before arrival, but this cannot be guaranteed on every delivery route.
Project Planning
We strongly advise that you do not book tradesmen, installers, plant hire or other works until you have received your goods and checked that your order is complete and correct.
Whilst every effort is made to ensure goods arrive within the expected delivery timescale, delays can occur due to stock, transport, routing, weather, supplier issues, vehicle breakdowns, driver vehicle allowance times , access problems or other unforeseen circumstances.
UK Building Supplies, suppliers and hauliers will not accept liability for consequential or indirect losses caused by delivery delays, including labour costs, contractor costs, plant hire, missed installation dates or project delays.
Large, Heavy and Palletised Deliveries
Many products sold by UK Building Supplies are large, heavy, palletised, fragile, crated or delivered using specialist transport.
Delivery may be completed using one of the following vehicle types:
- 42 tonne articulated lorry
- rigid lorry
- crane / HIAB vehicle
- tail-lift vehicle
- pallet network vehicle
- Moffett vehicle
- courier vehicle
- supplier vehicle
- third-party haulier
The delivery method is chosen by the supplier, manufacturer or haulier depending on the product, route and location.
Some products may require specialist offload facilities such as crane offload, Moffett offload or non-standard vehicle delivery. Additional charges may apply where specialist delivery is required.
Delivery Access Requirements
Customers must ensure that safe and suitable access is available for delivery.
This includes:
- clear access for large delivery vehicles
- a firm, flat and suitable unloading area
- no unsafe overhead cables, trees or obstructions
- no parked vehicles blocking access
- suitable road access for HGVs where required
- safe conditions for the driver to unload
- someone available to accept delivery where required
Pallet truck deliveries require firm, level, hard-standing ground. Pallet trucks cannot usually move safely over gravel, grass, soft ground, mud, steep slopes, loose stone, kerbs or uneven surfaces.
Delivery Location
Customers can request where they would like goods placed, but the final decision is always made by the driver.
Drivers and hauliers are professionally trained and will only unload where they believe it is safe and reasonable to do so.
Goods will not be unloaded where the driver believes there is a safety risk, including but not limited to overhead cables, trees, unstable ground, unsafe access, steep gradients, unsuitable surfaces or obstruction risks.
Private Property and Damage
If a customer requests or instructs a delivery vehicle to enter private property, including driveways, private roads, grassed areas, paved areas or other private land, the customer accepts responsibility for any damage caused as a result of vehicle weight, access limitations or ground conditions.
Large delivery vehicles can be very heavy and may damage driveways, paving, kerbs, manholes, lawns, underground services or other surfaces.
Failed Delivery, Refused Delivery and Redelivery
If delivery cannot be completed because the customer is unavailable, access is unsuitable, the delivery address is incorrect, the site is unsafe, the customer refuses delivery, or the customer is unable to accept the goods, additional charges may apply.
These charges may include:
- failed delivery charges
- redelivery charges
- waiting time
- storage charges
- supplier charges
- return haulage charges
- collection charges
- administration costs
For large, heavy, palletised or manufacturer-delivered goods, these charges can be substantial.
If you are unable to accept delivery, you must contact us as soon as possible before the goods are dispatched or allocated to transport.
Cancellations After Dispatch or Allocation to Transport
Once an order has been dispatched, allocated to transport, loaded, routed or sent through a supplier/manufacturer delivery network, cancellation may result in direct transport, return, holding, storage or supplier charges.
Where a customer cancels after goods have entered the delivery process, refuses delivery, orders incorrectly, or requests a return where goods have been supplied correctly, the customer may be responsible for direct return or collection costs where permitted by law.
This does not apply where goods are faulty, damaged, not as described or supplied incorrectly by us.
Marshalls Deliveries and Returns
Marshalls products are often delivered directly through the Marshalls transport network and may be supplied on pallets, crates or specialist haulage.
Please check product names, colours, sizes, pack sizes, coverage, quantities and suitability carefully before ordering.
If a customer orders the wrong product, changes their mind, refuses delivery or requests a return where goods have been supplied correctly, direct return collection charges may apply.
For Marshalls products, return collection charges are typically £250 + VAT and may be higher depending on product, location and return requirements.
For business, trade, commercial or goodwill returns, Marshalls may also apply supplier restocking charges of up to 30% of the goods value.
Consumer statutory rights are not affected.
Tobermore Deliveries
Tobermore delivery is usually approximately 3 working days, although some Tobermore products are imported from Ireland and may have extended lead times.
Any Tobermore order that is already in transit, loaded, allocated or en-route from Ireland may be subject to supplier, haulage or return charges if cancelled or returned, unless the goods are faulty, damaged, not as described or supplied incorrectly by us.
Delivery Area
We deliver to most addresses within Great Britain unless the postcode falls within one of our delivery exception areas.
We currently do not deliver as standard to the following postcode areas:
AB35 5, AB36 8, EH43 6, EH44 6, EH45 6, EH45 8, EH45 9, EH46 7, EH55 8, G630, G639, G830, G833, G837, G838, G839, G840, G844, G847, G848, G849, IV21 2, IV22 2, IV26 2, IV27 4, IV27 9, IV41 8, IV42 8, IV43 8, IV52 8, IV53 8, IV54 8, KW11 6, KA15 1, KA15 2, KA15 9, KA16 9, KA17 0, KA25 6, KA25 7, KA25 9, KA26 0, KA26 9, KA30 0, KA30 8, KA30 9, KA27 8, KA27 9, KA28 0, KA28 9, KW15 1, KW15 9, KW16 3, KW16 9, KW17 2, PA20 0, PA20 8, PA20 9, PA21 2, PA23 7, PA23 8, PA23 9, PA41 7, PH16 5, PH16 9, PH17 2, PH18 5, PH19 1, PH31 4, PH33 6, PH33 7, PH33 9, PH36 4, PH37 4, PH38 4, PH39 4, PH40 4, PH41 2, PH41 4, PH49 4, PH50 4, ZE10, ZE19, ZE29, ZE39.
If you are in one of these areas, please contact us before ordering. In some cases, we may be able to arrange delivery using an external haulage company at an additional cost.
Product Images
Images on the website are for illustration purposes only.
Product colours, finishes, textures, packaging, batch appearance and product images may vary from the actual goods supplied. This can be due to lighting, photography, screen settings, natural product variation, manufacturer updates or batch differences.
Customers must check product names, colours, sizes, pack sizes, coverage, quantities and suitability before ordering.
Contact
For delivery questions, please contact:
simon@ukbuildingsupplies.co.uk