1. Delivery & Returns
Artisan hardwood flooring offers a standard delivery service where all products (as defined in the terms and conditions of sale on www.artisanhardwoodflooring.co.uk are delivered within 3 to 7 working days (subject to location and courier availability).
We will advise you at the time of order whenever possible of approximate delivery lead-times.
Products delivered normally arrive between 8am and 6 pm, Monday to Friday. You are able to indicate your preferred delivery day in the shopping cart, when you select your Products. We will then call you to confirm that this date is possible, or to arrange an alternative date that is convenient to you. In the unusual likelihood of a delay, we will call you to discuss alternative options.
We offer free delivery on all orders over £749 to majority of U.K.
For all orders under this value our delivery charges are as follows:
If you qualify for free shipping (which is determined by an order over £749 or 200KG), the choice will be offered at checkout otherwise you will be charged as follows:
|Order Weight||Delivery Charge|
|Over 200 Kilos||FREE|
Scottish highlands and islands, Channel Islands, Isle of Man, Isle of Wight – please contact us for a quote.
For deliveries into Europe please call one of our sales advisors on 01698 769 875 or email us on firstname.lastname@example.org
Most orders are dispatched next day (subject to stock availability) with a lead time of 3-5 working days. Next day delivery can be arranged, for which a special next day delivery fee will be applied (subject to location) . We cannot offer next day deliveries for orders placed over the weekend or bank holidays. All next day deliveries are subject to stock.
Due to insurance guidelines, all deliveries are made to kerb side at the nearest access point to the delivery address for the delivery vehicle. You must arrange for adequate help to off-load your Products, as the driver cannot help move the products into your home.
As deliveries can be made by a large lorry or van, it is assumed that the delivery address will be accessible by lorry. If there is likely to be a problem e.g. the road is subject to a vehicle weight or width limit, please inform us at the time of your order. Deliveries will be made between 8.00 am and 6.00 pm. We are unable to give an estimate of your delivery time as all deliveries are at the couriers’ discretion, but you can ask for AM specified delivery for an extra cost of £49 in line with our custom delivery option. Saturday delivery can also be arranged as part of our custom delivery option.
If a courier arrives at your address and is unable to deliver on the arranged delivery date because you are not there or you do not have the help required to off load the stock, you will be liable for a re-delivery charge of £49 if you still require the Products. If the original order had a delivery surcharge then this will also apply in addition to the aforementioned re-delivery charge.
If a courier arrives at your address and you refuse to take the delivery, you will also be liable for any additional direct costs that we incur as a result thereof.
Every effort is made to ensure that your Products are delivered in perfect condition.
In the unlikely event that any of your Products are damaged we will collect and replace the Products. Before the courier leaves your premises please check the Products to see if there is any damage and if so you should immediately report it to the courier and notify us. Claims should be made either by phone: 01698 769 875 fax: or email: email@example.com. No liability can be accepted for costs caused by late deliveries or for any other reason. Therefore we advise against booking traders for installations until your Products have been received.
Deliveries cannot be left outside in porches, garages or any other location.
The terms herein do not affect your statutory rights.
We always liaise with our customers after they have placed an order, to arrange delivery and to ensure that someone will be on site to receive the goods. Contact will be made by telephone and/or via email. Whilst every effort will be made to deliver the goods within the date and time frame agreed, we cannot guarantee any specific times. We therefore strongly recommend that no installation specialists should be booked until after the goods have been recieved.
2. When Your Order Arrives
When your order arrives, you must ensure the quantities match what you ordered. To guarantee customer satisfaction, please have your Acceptance Email (as defined in the terms and conditions of supply on www.artisanhardwoodflooring.co.uk) to hand as it lists the materials and quantities of your order. Please examine the pallet and count each item to make sure everything ordered has been received, in particular:
- Visually inspecting the condition and entirety of your delivery; and
- Making sure to note missing items or damaged materials.
- DO NOT let the driver leave until you have verified the material received is in good condition and that all material has been accounted for.
- Any missing or damaged items must be noted on your delivery receipt.
All carriers are selected through stringent guidelines for service and quality control. If you have a concern regarding delivery, please advise our customer care department immediately by calling 01698 769 875 or e-mailing firstname.lastname@example.org
Failure to comply with any of the above will result in a void claim. Due to the insurance liability, we cannot accept responsibility for any damaged items signed for as "clear", "unchecked" or in "good condition".
3. Returns & Refunds
If we receive a cancellation request from you and your Products have not been dispatched, we will refund you the full invoice amount within 21 working days of your cancellation request.
If we receive a cancellation request from you and your Products have been dispatched but not delivered, we will refund you the full invoice amount in full less any direct expenses we may have incurred in fulfilling the original agreement.
If we receive a cancellation request from you and you have taken delivery of your Products, you must return the Products to us at your own expense. Once these
Products are returned and inspected, you will then be refunded the total amount paid for the Products, including any delivery charges incurred by you in relation to the despatch of the Products to you. This refund will be processed as soon as possible and, in any case, within 7 days of the day on which you give us notice of cancellation.
We reserve the right to charge up to 20% restocking charge for the returned Product , which includes all the direct expense involved (for example- free delivery). Deliveries are calculated by weight and delivery postal code.
We reserve the right to refuse returns of discrete parts of single Products contained within an order. If you wish to return any Products you must take reasonable care of them whilst in your possession.
If you wish to return a Product to us for any other reason (for instance, because you consider the Product is defective), we will liase with you by email or telephone to work out a return arrangement that is suitable for you. We will usually process any refund due to you within 7 days of the day we confirmed to you via e-mail that you were entitled to a refund and, in any event, within 30 days of that confirmation email.
In such event, we will refund the price of a defective Product in full, including any applicable delivery charges and any reasonable costs that you incur in returning the item to us. If you wish to return any Products you must ensure that they are packaged adequately to protect against damage.
If you have opened any boxes to examine the Product we recommend that you take care with the packaging and try not to damage it, as it is specifically designed for the Product. If you fail to take care of the Products before they are returned to us, and this results in damage or deterioration, we will charge accordingly.
Please note all returns must be made within 30 days from the receipt of the goods.
Returns cannot be accepted on special order products nor any materials that been used or altered in any way. To cancel your order you must inform us either in writing or by email: email@example.com