returns and refunds
When you place an order with us we ensure a smooth and timely delivery. The lead times for in stock products are up to 5-10 working days. Products which are out of stock (in production) will be delivered within 2-3 weeks. Usually we try to deliver as soon as possible but in busy summer period (May, June and July) lead time for in stock products is a bit longer – up to 14 days.
As soon as we’ll receive your order your goods will receive the proper care and attention from the time they are picked and packed in our warehouse to when they arrive at your door. We will send you an email with exact delivery date next day after receiving payment for your order.
If you would prefer to arrange your own haulage or collect yourself, we can have your order picked and packed in advance. You will have to call our warehouse and let them know when you want to collect your order. Please see our contacts page for warehouse or customer support number.
Please note that before making your purchase online, you must bear in mind that a clear and well detailed delivery instructions are required in all cases. Most of our products including lengths up to 4m are being delivered on a long wheel-based van (Mercedes Sprinter). Lengths over 4m are delivered on a larger, more heavier vehicle. The delivery vehicle is at least 2.4m wide and 3m high so please make sure there is sufficient space for easy access. The surface must be hard and level – it cannot be grass or inclined. Ensure your access is clear and wide enough and even for heavy goods transportation.
Boards up to 4 meters long:
Delivery charge – 0.70p per mile (one way). For example, if you live 100 miles away from our warehouse the delivery will cost £70 + vat. Delivery will be calculated automatically during the checkout page. If you have problems any please contact our customer support via phone 077 0899 1530 or email [email protected]
In 35 miles radius from our Warehouse delivery charge is £35 + vat. Alternatively you can collect your lengths in person.
Boards over 4 meters long:
Delivery charge – 0.90p per mile (one way). This is due large and heavy vehicle.
You ordered from us – either same day or the following day you need to pay for your order via bank transfer or PayPal. Your order will be processed only after we receive your payment.
We received your payment – your order will be picked, stacked and packed.
Once payment received your order will be sent to our delivery team. When we receive a reply from our delivery team with exact delivery date, we will send you an email (this usually takes few days).
Delivery day – The driver should call you 60-30 min before arrival. If our driver does not find anyone at home, he will unload the boards somewhere safe in your parking area next to your garage or front door. Our driver can unload the lengths in your garden if there will be a good access.
Our delivery service is 8am – 6pm, with rare exceptions. Please note that we can’t give exact delivery time of your order as we ship several orders each day. You must remain flexible when accepting deliveries.
If you are not available or at home when the delivery takes place, or unable to answer the phone, someone else will need to be there to sign the delivery slip. If there is nobody available to accept or sign the delivery slip, we will leave the timber on the kerb, near your garage or somewhere safe for example your garden.
Consumers placing an order online at www.houselandholz.co.uk or over the phone, can cancel orders up to 14 days from receipt of delivery or collection of the order, as per Consumer Contracts Regulations, and receive a full refund excluding the cost of return shipping. The goods must not be installed and should be returned undamaged at the buyer’s cost, in their original packaging (if applicable), and should be fit for re-sale.
To request a return, please email our Customer support team [email protected]
Consumers wishing to cancel orders after 14 days of receipt of delivery or collection of the order, should contact our sales team ([email protected]) with the full order details. Once received, the request will be assessed.
Cancellations within this period are at the discretion of House Land Holz. If the cancellation request is accepted, any refund will exclude the cost of delivery, the cost of return shipping where applicable, and a stocking and administration charge of up to 25% of the order will apply.
Any clearance items which are advertised as damaged, are available for collection or delivery, and inspection is required before making a purchase. No refunds are available for these types of items.