Frequently Asked Questions

Please find some of the Frequently Asked Questions that Decking Delivery get asked on a regular basis to help answer any concerns or questions you may have.

How long does delivery take?

We guarantee delivery within 5 working days from date of order. Once your delivery has been scheduled you will get an email and text message the evening before notifying you of a 2-hour delivery window.

Can I collect my order?

Yes of course, we have a shop/yard just north of Thornbury. we are open Monday to Friday 7:30am – 5:00pm and Saturday 9:00am – 12:00 Midday. We are closed Sundays. Our address is Morton Farm, Gloucester Road, Thornbury BS35 3UF

I did not get an order confirmation via email?

Please make sure to check your junk/spam folder to ensure it has not been sent directly to there. If you still cannot find it please email and we will get another sent to you.

An item I purchased is damaged – how do I return it?

We strive to provide the best quality products possible, but as wood is a natural product there will be times when certain items could be damaged. Please email and we will either send out a replacement item or offer a full refund for the damaged items. PLEASE DO NOT CUT the defective products as we cannot accept these as returns. 

Can I cancel my order?

We allow free cancellation within 12 hours of placing the order. However, any longer than this we may have to charge a 10% cancellation fee as work will already have taken place to get your order ready to be dispatched & delivered.

If your order has already been delivered and you wish to return it, assuming the goods are in the same condition as delivered, we will charge 10% of the goods value and our standard delivery charge to your area, as shown on the delivery rates page.

Do I need to be in to receive my order?

No – you do not need to be in. In this case please leave instructions for where the goods should be left in the ‘Customer notes’ when placing an order.

Can you carry the goods through the house/round the back?

We strictly cannot carry goods through a customer’s house. Where the goods are to be left needs to be easily accessible for the van and our driver. 

Do you offer free delivery?

We offer free delivery over set amounts for set areas, please look at out delivery rates page on this link 

An item I want is out of stock – when will it be back in stock?

We are constantly trying to ensure stock levels are kept up whilst not cutting corners on quality – this can sometimes mean we wait longer to re-stock a certain item. Feel free to add yourself to the waitlist for the item you want, and you will be notified as soon as we have it back in stock.

Is your timber treated?

All our timber is pressure treated to an extremely high quality to ensure a longer lifespan. The only item we stock which is not treated are our Oak hardwood sleepers which are natural.

What are your delivery terms?

As per most other timber and builders merchants, we are curbside delivery only. You don’t need to be in, we’re happy to leave your items on your driveway or front garden as long as these are easily accessible for our drivers. Please note we cannot take goods through your house, up or down flights of steps or down alleyways round the back! This isn’t to be awkward, we just don’t want to damage your property, the goods, or our staff! We hope you understand.

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