Luxury Wood is committed to making delivery of your order as stress free as we can. Parcels are sent by courier and most people are familiar with how this works, but we also sell many products which must be sent on a pallet due to their weight. It is clearly indicated at checkout which products are sent by pallet. Therefore we ask our customers to read this page fully so as to fully understand how pallet deliveries work. Below are answers to the most common questions but you should call us if you have any questions.
When will I receive my order?
If your order is being delivered by courier van, the delivery company will not call you however you should expect delivery between 3 and 7 working days after placing your order.
If you order is being delivered on a pallet, you will be phoned within 3 days of placing your order and asked which day you wish to take delivery. Delivery of a pallet should always take place on the date that is agreed on. It is the responsibility of your local pallet firm to keep to this date, without exception. If there is an attempt at delivery on a day other than the agreed date, or delivery without having 'booked-in' the delivery date with you personally, you are within your rights to refuse to sign for the order and have the haulier return on an alternative day, at no extra charge.
If you do not receive the 'book-in' call about your pallet delivery date within 3 days of placing your order, please call us. We can chase the order for you. All being well, the final delivery usually takes place between 3 and 7 working days from the date you placed your order with us.
Can I track my order?
Yes. You can track the status of your order by entering in your surname and invoice number into our order tracking page. For any other issues, just call us on the toll free number 0800 808 5888 or email us at firstname.lastname@example.org.
Can I get delivery on a Next-Day or Saturday service?
We do not provide a Saturday or Next Day service. All deliveries are made from Monday to Friday, with the driver arriving between 8am to 6pm.
How much will I pay for delivery?
As long as the value of your order is over £50 and your postal code is not in one of the Special Zones listed below, delivery is free. For customers who place an order with a total value of less than £50 or have requested delivery to a Special Zone, a surcharge is added according to the table below. You do not need to call us about this as any surcharges are automatically added to your order total when you check out online.
Please note that for products that are sent by pallet, the surcharge only covers the first pallet. Second and additional pallets will each incur a further Special Zone fee as listed above. For orders sent by courier, the Special Zone fee is a one-off flat rate.Please note that palletised orders for TR21-TR25 are dropped at the Steamship Group in TR18, and onward carriage to the islands is at the customer’s expense. Please contact 01736 334236 for further information.
Special Zone Surcharges
Applies if your postcode is not listed below, and the total order value is £50 or more.
Applies if your postcode is not listed below, and the total order value is under £50
Special Zone A
BN, DG, EX, G, KY, LD, LL, ML, PL, TN, TQ, SA, SY10-SY25
Special Zone B
E1, E1W, EC, EH, FK, KA1-KA26, KA29-KA30, N, PA1-PA19, NW, SE, SW, TD, TR, W, WC
Special Zone C
AB, DD, IV1-IV40, IV52-IV54, IV63, KW1-KW14, PA21-PA38, PH1–PH41, PH49–PH50, PO30-41 (Isle of Wight)
Special Zone D
IE (Republic of Ireland)
Special Zone E
GY (Guernsey), HS, IM (Isle of Man), IV41-IV51, IV55-IV56, JE (Jersey), KA27-KA28, PA20, PA39-PA80, PH42 - PH48
Special Zone F
ZE, KW15 – KW17
Please note that for products that are sent by pallet, the surcharge only covers the first pallet. Second and additional pallets will each incur a further Special Zone fee as listed above. For orders sent by courier, the Special Zone fee is a one-off flat rate.
Please note that palletised orders for TR21-TR25 are dropped at the Steamship Group in TR18, and onward carriage to the islands is at the customer’s expense. Please contact 01736 334236 for further information.
Do you have to dispatch my order immediately or can you hold it for me?
We deal with high volumes and regrettably cannot single out specific orders for storage. If you have ordered online or place an order over the phone, you can assume it has been dispatched on the same day.
Can I organise delivery for a specific time?
We cannot arrange specific delivery times. Delivery will always occur between 8am and 6pm on a weekday. For orders arriving on a pallet, if you need to know an approximate time the driver will arrive, you may ask your local depot to call you on the day of delivery to give an approximate estimate (or call us and we will do this for you). You can also call your local depot on the day of the delivery and ask them to advise when they think your order will arrive. The contact details of the local haulier will be displayed on our order tracking page after the consignment has reached the local depot.
What if I am not home when delivery is attempted?
If you are receiving a delivery by parcel courier and you are not home when the driver arrives a note will be left with instructions on how to organise redelivery or collect from a local parcel storage site.
For palletised deliveries, if you are not home on the agreed date of delivery, someone else will need to sign for the order. If there is nobody to sign for the order, the goods will be returned to the local depot. If we cannot contact you to arrange redelivery we will return the goods to our central depot and cancel your order. Please bear in mind that in both cases, redelivery and cancellations or palletised orders may incur additional fees.
I have ordered a pallet and I know I will not be home on the delivery day. Can I specify a safe place to leave my order; can it be left there without signature?
If you want your local depot to leave your pallet(s) without signature, you will have to explain to the delivery depot where you want the pallet left when they call you to arrange the delivery day. Although most depots will follow these instructions without any problem, please be aware that taking delivery of a pallet while you are not at home is done at your own risk, and we cannot be held liable if the depot does not put the pallet exactly where you want it, or if the goods go missing after delivery.
Is it possible to collect goods directly from your location on Darlton Rd in East Drayton?
Unfortunately not. Our facility in East Drayton is a logistics operation and is not safe for members of the public.
Do you do deliveries with a fork lift or a crane?
No. All deliveries are either parcels which can be carried to your door or palletised goods offloaded with a tail lift vehicle. The only exception is our Oak sleepers, which can be delivered with a hiab crane with special arrangement.
How is delivery with a tail lift vehicle made?
Your pallet/s will be offloaded from a lorry with a tail lift at the rear (see picture below). The pallet is moved with a special hand trolley from the tail lift platform onto the ground. Providing the surface is hard and flat, such as concrete, the driver may offer to move the pallet some distance. Please note that palletised delivery is officially a ‘kerbside’ service and therefore it is at the driver’s discretion as to how far it will be moved after it is rolled off the tail lift. The driver will not be able to move or push the pallet over soft or inclined surfaces, or in any case where safety is compromised.
Are there circumstances where a pallet delivery cannot be made?
Yes. A pallet cannot be delivered:
It is your responsibility to ensure that there is safe and clear access for the delivery vehicle. If the haulage company arrive at your address and face one of the conditions above, the driver may decide to cancel the delivery, and this may incur a cancellation fee to cover the cost of dispatching and returning your order to our central warehouse. If you are unsure as to whether your location is suitable for a palletised delivery, please call us to discuss. We will advise as to whether there is likely to be problems at the offloading point.
Will you refund me if my order is damaged?
If an order wrapped as a parcel is damaged we will fully refund you provide the item(s) are returned to us. For palletised orders however we may only refund for the quantity of goods damaged beyond use, and only where a note is made on the consignment slip on delivery. We are unable to offer compensation where no observations are recorded on the drivers consignment slip.