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Delivery

The Heritage Collection / Delivery

We offer a huge variety of products, some small and light, some extremely large and heavy.  To cope with this variety we need to use 4 separate shippers as some will not take all of the product we offer.  We cannot for example send a pallet of flooring with a small parcel courier.  In most cases we can still ship your goods with a single shipper, however on occasion we sometimes have to use two.

We do our best to reduce delivery costs to an absolute minimum, including free delivery where possible.   When you checkout you will see who we plan to deliver your goods with.  It is very hard to build a website that covers all delivery eventualities so if you spot something that seems obviously out of kilter then please do call us up and we’ll look to see if that delivery cost is correct.

Some of our products, such as oak flooring, are particularly costly to deliver. As an example, an average 100m² order of oak flooring weighs approximately 1.5 tonnes! Remember that you always have the option to collect your goods, and you can select that at the checkout.  We’ll happily help you load up, with forklifts if needed and supply you with a hot drink if it helps!

Please note the above leadtimes are only estimates and sometimes elements out of our control can cause delays with your order. If your order is going to be delayed and not delivered within the specified lead time we will call or email you to advise on the delay and a new lead time if possible.

For any queries on Lead Times, please call us on 01142 474 917.

Damages

We wrap all of our deliveries carefully and although our external couriers take the upmost care with our products, on some occasions items are delivered damaged by the courier, if this happens then you have some options available to you

  1. If the damage is visible on delivery, you can refuse the delivery as damaged and then let us know, we can then raise a replacement item to be delivered as soon as possible
  2. If you do not notice the damage until after you have signed for the goods, then please take images of the damage and send them to sales@theheritagecollection.co.uk along with your order number, you can also call us to let us know and we can then look into this for you and let you know the options available to you to rectify this. Do NOT install any damaged items, we will not be able to offer any replacement if the items have been fitted.
  3. If you have a pallet delivery, we ask that this is checked upon delivery, if you notice any damage then sign for the pallet as damaged with the Driver and then once you have opened the packaging and checked the full order, contact us with the details of the damage and we will do what we can to help you.

PLEASE NOTE: All damages must be reported to us within 24 hours of receiving your items, this is because we have 24 hours to report the damage to the courier. If you report them later than this then there is a possibility we will not be able to offer a replacement item.

Do NOT fit any items that are damaged, fitting a damaged item means that you accept the item how it is and we will not be able to offer reimbursement or a replacement in this instance as we will not be able to pinpoint when the damage occurred.

If you have any issues about your delivery please call us on 01142 474 917.

Heavy Items and Access – Please Take Note

For particularly large orders, such as flooring or stair cladding kits, we may have to switch to our pallet carrier partner.   This involves an additional level of checks as any failed deliveries are recharged by them to us and you.  For these orders we will call you to arrange a day of delivery.  You will need to have someone available to help unload as the pallet networks offer “Kerbside Delivery” only.  Often drivers will help, but not always and we have no way to insist.

In addition, we usually use 7.5-tonne or larger lorries for pallet deliveries.  These are large and need good access. If you are unsure about whether the vehicle can reach your home PLEASE CALL US. We can usually arrange something but we need to know in advance. If the driver cannot get the vehicle safely to you they can refuse to unload and you will have to pay for another delivery. If we know in advance we can help.

Highlands & Islands Policy/Foreign Shipments

Our website shipping costs cover normal mainland UK deliveries. Whilst we can ship to Highlands & Islands, Northern Island, Isle of Man, Isle of Wight, Channel Islands etc, this will cost more. Please contact us for a shipping quote. We also regularly ship further afield to places such as France and Japan. Once again, give our team a call and we’ll discuss the best options. If you place an order on the website for an Island location, we’ll call you to discuss any additional charges. Naturally, we are quite happy to refund orders where the additional charges are not acceptable.

We regularly ship our products around the world, to destinations from France to Japan.  In these circumstances it is best to call us so that we can arrange a personalised shipping quote for you as well as talk you through issues such as what information we will need in order to be able to ship VAT free.