Below you will find all of the information you need regarding delivery and returns of orders made through the Cladding Store website.
Please Note: Not all products are available nationwide and will be offered on a collecton only or local delivery within a designated range of a warehouse. Due to the nature of the product being large and some items being too sensitive to third party transit we do not offer nationwide delivery but our own local delivery only. Many items are still available nationwide and will be listed as so at the checkout stage. Alternatively please call 0191 908 0500 for confirmation or assistance.
All of the products ordered through our website are delivered by our own local delivery service or a suitable and reliable 3rd party courier. We make sure your order is well packaged and delivered in a timely manner.
If samples are available for particular items they are delivered using Royal Mail. Where possible we strongly advise ordering samples of the panels and trims before you purchase full size to assess for suitability and style or visiting a showroom to inspect that particular item before ordering.
†Local delivery charges apply and quoted based on the distance from depot. Longer length items may require a 2 man delivery and specialist vehicle for which a surcharge will apply.
Local delivery service is a superior custom delivery service over nationwide couriers. This reduces risk of damages and offers a more tailored service where we can give a narrower window of delivery service for the customer.
Independent offer prices may be available at a particular warehouse offline and therefore free delivery offers will not apply. Delivery will be independently handled via the warehouse.
Please note returns must be to the same location the order was made as various warehouses will hold differing manufactured batches which must be maintained.
†Our local delivery service is only available within a 25 mile radius of a warehouse location.
All delivery charges are subject to change due to the order size and volume of parcels, please contact us for an exact quotation if in doubt.
In stock product at our warehouses, as stated on the website, will be dispatched within one working day (UK bank holidays and weekends excluded) and should arrive within 3 working days on our standard delivery and free delivery to Mainland England & Wales. Orders before Midday are usually sent out the same working day *except for exceptionally busy times. Orders placed after Midday on a Next Working Day service we attempt to dispatch that day, otherwise they will be dispatched next working day. Orders placed over the weekend will not be processed until the following working Monday. On a bank holiday this would fall to the next working day.
Delivery to Scottish Highlands, Northern Ireland, Channel Isles and Orkney & Shetland Islands typically takes 3-5 working days.
We can provide Next Day Delivery and is available to mainland England and Wales only. Orders placed before noon will be dispatched the same working day as a priority. Any orders placed after noon with Next Day Delivery will be processed the next working day if we cannot dispatch the same day. Next Day Delivery is a next working day service and incurs an extra charge. It is only available on products in stock. Some products may require a lead time and customers will be informed.
Once your order has been dispatched from our warehouses, a tracking number will be provided.
We do not deliver to PO Box or BFPO addresses.
Please make yourself or someone you trust available to sign for your order upon delivery. Deliveries by the courier occur generally between 8AM-6PM though this can vary. Orders can only be delivered to your house a driver cannot enter your property due to insurance purposes.
Due to limitations of delivery we are unable to provide a specific time of delivery.
Please order and take delivery of your product before/in advance of an install/booking an installer. We accept no claims for costs incurred due to delays of application install. Delays can and do happen due unforeseen circumstances outside of our control and should be taken into consideration when placing an order. However we will always keep you notified and keep these situations to a minimum.
Please note if you have not received your order queries must be made within 7 working days of the dispatch date. If your order has not been delivered within 30 days of ordering you are entitled to a refund or replacement to be resent as per Distance Selling Laws.
A delivery driver will attempt to redeliver your order after which it will be sent back to our warehouse. If delivery has been attempted multiple times and an order is sent back to our warehouse, we will proceed to refund you within 14 days minus any costs related to delivering your original order and returning your order to the warehouse.
We accept that damages can and do happen. Due to the nature of the product we cannot guarantee when handled by couriers damage will not occur.
Inspect your package(s) IMMEDIATELY and sign for the delivery noting any marks or damage that is visible. Do not be afraid to ask the delivery driver to wait while you open the box up for peace of mind because once signed you have release the couriers of their insured cover.
If goods are received damaged it is your responsibility to notify us WITHIN 24 HOURS of delivery. We are bound by this timeframe for the insured protection of your consignment with the couriers.
In order for us to send replacements out to you, we will require being sent detailed photographs of all the damaged items along with photographs of the internal and external packaging. The more thorough the photos the better. No claims can be processed without all these photographs.
We accept returns on all products within 14 days. Customer must pay return postage for incorrectly ordered items or if they wish to exchange an item that is in perfect condition. The product must not have been used or installed. Product must be returned to the warehouse it was dispatched from.
Unfortunately, some items are non-cancelable and non-refundable:
Anything that’s made to your specific requirements, is personalised or otherwise cannot be resold due to a bespoke element, for example:
- Custom cut panels
- Bespoke baths including whirlpool
- Perishable items
To avoid disappointment, please check whether an item can be cancelled or not before ordering.
Cladding Store cannot be held responsible for items lost or damaged when being returned to us. We advise always to obtain a ‘Certificate of Posting’ and consider using a ‘Signed For’ service. Alternatively you are also free to return your order in person if this is more convenient.
Due to the nature of the product, returning can be expensive. We highly recommend ordering samples of the product BEFORE ordering full size to assess it for style, taste and suitability.
No partial refunds can be made on package quantities. For example returning 2 panels from a 10 panel pack size. We must have the full pack returned in as new, resale-able condition, including all unbroken seals and packaging. Exception only when notified damage is applicable. We need this to investigate and improve the supply chain from manufacture through to delivery to stop damages or faults occurring in future.
All products/panels must be individually checked prior to installation for any quality issues/defects. Please notify us immediately before installation to discuss. No claims can be made on defects known before/during installation to products that have been installed or cut.
All products/panels should be delivered and inspected for quality and defects PRIOR to arranging any kind of installer. Products are sold as DIY products and no claims for fitting costs or consequential loss will be entertained. Warranty on products cover product replacement only in the event of a successful claim.
Refunds do not include delivery charges. Please note that under no circumstances will the original delivery charge be refunded.
Returns are subject to a 25% re-stocking and administration charge.
Under distance selling laws all customers are entitled to 14 days returns from the date they receive their goods when ordering online. We process your refund within 14 days of receiving the returned goods and carrying out a successful inspection.
Please note that the panels NOT UV rated and will discolour if left in direct sunlight for prolonged periods of time, the panels are for interior use only, when cutting the panels we recommend doing this indoors to avoid exposure to sunlight. We cannot be held responsible for incorrect product handling.
Please note that if purchasing panels on separate dates and times, we cannot guarantee that you will receive the same batch number, as such there is a possibility of slight colour variations between batches, we therefore advise to purchase your panels in one go or as close together as possible. We cannot be held responsible for customers receiving different batch numbers when ordering on different dates.
All customer services enquiries should be addressed to:
Unit 8 Earlsway Trade Park
Team Valley Trading Estate
Tyne & Wear
We can also be reached via email: email@example.com