Shipping and Delivery Policy

1. About this policy

This Shipping and Delivery Policy applies to orders placed with:

Reynolds Timber & Building Supplies
A trading name of Deltaline Trading Ltd
12 Cross Lane
Wallasey
CH45 8RQ
United Kingdom

Email: sales@reynoldstimber.com
Telephone: 0151 670 1213

This policy explains our delivery areas, delivery arrangements, click and collect service and what customers need to do when receiving an order.

2. Our delivery areas

We provide delivery throughout:

• Wirral
• Liverpool
• Chester
• North Wales
• The wider North West of England

We may also be able to deliver further afield for larger, specialist or pre-arranged orders. This can include locations such as the Lake District and other areas outside our standard delivery routes.

Deliveries outside our normal local area must be arranged directly with our office before ordering, as availability and pricing depend on:

• Delivery postcode
• Order size and weight
• Product length
• Vehicle required
• Access restrictions
• Unloading requirements

Please contact our team to discuss special deliveries and obtain a delivery quotation:

Telephone: 0151 670 1213
Email: sales@reynoldstimber.com

Please do not place an order for delivery outside the areas available at checkout until our team has confirmed that delivery can be completed.

3. Delivery days and hours

Our standard local delivery days and hours are:

Monday to Friday, between 8:00am and 5:00pm

We do not normally deliver on Saturdays, Sundays or bank holidays unless a separate arrangement has been expressly agreed.

Delivery dates and times provided at checkout or by our team are estimates unless we specifically confirm in writing that a delivery is guaranteed.

We cannot normally provide an exact arrival time.

4. Delivery charges

Delivery charges depend on factors including:

• Delivery postcode
• Order size and weight
• Product length
• Type of goods
• Vehicle required
• Whether a HIAB or specialist unloading vehicle is needed
• Whether the address is within our normal delivery area

Where available, the delivery charge will be displayed at checkout.

Some large, heavy, long or unusual orders may require a separate delivery quotation. We will contact the customer before processing the delivery where an additional charge or specialist arrangement is required.

Special deliveries outside our standard routes must be agreed directly with our office before the order is placed.

5. Local and regional deliveries

Local and regional deliveries are completed using our own vehicles or an appropriate delivery partner.

We will make reasonable efforts to deliver on the requested or agreed date.

However, delivery may be delayed by circumstances including:

• Traffic
• Severe weather
• Vehicle breakdown
• Road closures
• Stock shortages
• Supplier delays
• Access problems
• Events outside our reasonable control

Where we become aware of a significant delay, we will try to contact the customer using the details supplied with the order.

6. Special deliveries

We may be able to arrange deliveries outside our normal routes for suitable orders.

Special deliveries may include larger orders, full loads, long-distance deliveries or orders requiring a particular vehicle or unloading method.

Availability and pricing will depend on:

• Distance
• Order value
• Size and weight
• Product length
• Vehicle availability
• Driver availability
• Access at the delivery address
• Unloading requirements

All special deliveries must be agreed with our office before the order is placed.

A delivery is not confirmed until our team has approved the location, date, vehicle requirements and delivery charge.

7. Courier deliveries

Some products may be delivered using an independent courier.

Courier availability depends on the product’s:

• Length
• Weight
• Dimensions
• Packaging requirements
• Delivery destination

Courier delivery times are estimates and are not guaranteed unless a guaranteed service has been specifically purchased and confirmed.

Tracking information may be provided where available.

Customers should follow any delivery instructions or tracking updates issued by the courier.

8. Delivery access

Customers are responsible for providing an accurate delivery address and notifying us before delivery of any access restrictions.

This includes:

• Narrow roads
• Narrow entrances
• Low bridges
• Height restrictions
• Weight restrictions
• Parking restrictions
• Restricted delivery hours
• Soft, uneven or unmade ground
• Scaffolding
• Overhead cables
• Overhanging trees
• Building-site access rules
• Any requirement for a HIAB or specialist vehicle

Customers should contact us before ordering where they are unsure whether the delivery address is suitable.

9. Delivery location and unloading

Delivery will normally be made to the nearest safe, legal and reasonably accessible point at the delivery address.

Our driver will decide whether the vehicle can safely enter a road, driveway, yard or building site and where the goods can safely be unloaded.

Our drivers are not required to:

• Enter a building
• Carry goods through a house or property
• Carry goods to a rear garden
• Lift goods over walls, fences or obstacles
• Drive onto unsafe or unsuitable ground
• Unload underneath overhead cables or obstructions
• Leave goods where they may create a safety risk

Where possible, customers should ensure that a suitable person is present to receive the delivery.

The unloading area must be clear, safe and accessible before the vehicle arrives.

10. HIAB and crane deliveries

Some heavy or bulky products may require delivery using a HIAB or crane vehicle.

The customer must ensure that there is sufficient access, space and safe ground for the vehicle and its stabilisers.

HIAB deliveries will be placed as close to the requested location as the driver considers safe and practical.

The crane cannot always place products exactly where requested because of reach, access, ground conditions, overhead obstructions or safety requirements.

The driver’s decision regarding safe unloading is final.

11. Deliveries onto private property

Where a customer asks our driver to enter private property, a driveway, yard or building site, the customer confirms that the surface and access are suitable for the delivery vehicle.

Large delivery vehicles can damage paving, driveways, kerbs, drains, soft ground and other surfaces.

We will not be responsible for damage caused by the weight or movement of a delivery vehicle where the customer has requested entry onto unsuitable private property, unless the damage was caused by our negligence.

Our driver may refuse to enter private property where they believe doing so could be unsafe or cause damage.

12. Receiving a delivery

Customers should check the order as soon as reasonably possible following delivery.

Please check:

• The correct items have arrived
• The correct quantities have arrived
• There is no obvious damage
• Packaging is reasonably intact
• Any missing items are identified

Signing a delivery note confirms that the goods have been received. It does not remove a customer’s legal rights if a problem is discovered afterwards.

13. Damaged, missing or incorrect goods

If goods arrive damaged, incomplete or incorrect, please contact us as soon as possible so that we can investigate and resolve the issue quickly.

Contact us using:

Email: sales@reynoldstimber.com
Telephone: 0151 670 1213

Please provide:

• Your name
• Your order number
• Details of the affected item
• Details of anything missing
• Photographs of the goods
• Photographs of the packaging where relevant

Depending on the circumstances, we may arrange a replacement, collection, repair or refund.

Asking customers to report problems promptly does not affect any statutory rights.

14. Failed deliveries

A delivery may be treated as unsuccessful where:

• Nobody is available to receive the goods where attendance is required
• The delivery address is incorrect or incomplete
• The site cannot be safely accessed
• Access restrictions were not disclosed
• The customer refuses delivery without a valid reason
• The customer asks the driver to unload somewhere unsafe
• The goods cannot legally or safely be unloaded

Where a delivery fails for one of these reasons, we may return the goods to our premises and charge a reasonable redelivery fee.

The redelivery fee may reflect the distance travelled, order size, vehicle required and reasonable cost of making another delivery.

15. Leaving goods unattended

We may agree to leave goods unattended where the customer provides clear instructions and it is safe and practical to do so.

Where a customer asks us to leave goods without anybody present, responsibility for the goods passes to the customer once they have been delivered to the agreed location.

We may refuse to leave goods unattended where:

• The location is unsafe
• The goods could cause an obstruction
• There is a risk of theft or damage
• Proof of age, identification or a signature is required
• The courier or delivery service does not permit it

16. Click and collect

Click and collect is available from:

Reynolds Timber & Building Supplies
12 Cross Lane
Wallasey
CH45 8RQ

Many stocked products may be available for collection shortly after ordering.

Orders requiring cutting, manufacturing, preparation, stock transfer or special ordering may take longer.

Customers should wait until they have received confirmation that their order is ready before travelling to collect it.

17. Collecting your order

When collecting an order, please bring:

• Your order confirmation
• The name used to place the order
• Suitable identification where requested
• A suitable vehicle

The customer is responsible for ensuring that their vehicle is suitable for the size and weight of the goods.

Our team may assist with loading where reasonably possible. However, the customer is responsible for ensuring that:

• The vehicle is not overloaded
• The load is properly positioned
• The goods are adequately secured
• The vehicle remains safe and legal to drive

We may refuse to load a vehicle that we reasonably believe is unsuitable, unsafe or likely to be overloaded.

18. Collection delays

We will aim to prepare click and collect orders as quickly as possible.

Availability may be affected by:

• Stock levels
• Cutting requirements
• Manufacturing requirements
• Order size
• Product location
• Staff availability
• Special-order items

We will contact the customer if there is a problem preparing the order.

19. Uncollected orders

Customers should collect their order within a reasonable period after being notified that it is ready.

Where an order remains uncollected, we may contact the customer to arrange collection.

We may cancel and refund an uncollected eligible order after providing reasonable notice.

Custom-made, cut, altered or specially ordered goods may not be refundable.

20. Changes to delivery details

Customers should contact us immediately if they need to change:

• The delivery address
• The delivery date
• The contact details
• The delivery instructions
• The products ordered

We will try to accommodate changes, but this may not be possible once an order has been picked, loaded or dispatched.

Changing the delivery address or order contents may result in a different delivery charge.

21. Changing or cancelling an order

Contact us as soon as possible if an order needs to be changed or cancelled.

Orders involving cut, altered, made-to-measure, manufactured or specially ordered goods may not be cancellable once work or procurement has started.

Any cancellation rights available to consumers are explained in our Return and Refund Policy.

22. Bulky returns and collections

Customers may return eligible unwanted goods to our premises in accordance with our Return and Refund Policy.

Where a customer has ordered too much or no longer requires bulky goods, we may be able to arrange collection using one of our delivery vehicles.

A collection charge will apply.

The charge will normally be based on:

• The collection address
• The size and weight of the goods
• The type of vehicle required
• The time and distance involved

The collection charge will be confirmed before collection is booked and may be deducted from any refund.

Goods must be safely accessible, protected from weather and in a suitable condition for collection.

23. Risk and ownership

Responsibility for goods passes to the customer when:

• The goods are delivered to the agreed location
• The goods are left in an agreed safe place
• The goods are collected by the customer or someone acting on their behalf

Ownership of the goods remains with us until payment has been received in full.

24. Events outside our control

We will not be responsible for delays or failure to deliver caused by circumstances outside our reasonable control.

These may include:

• Severe weather
• Flooding
• Fire
• Road closures
• Traffic disruption
• Vehicle breakdown
• Industrial action
• Supplier failure
• Courier disruption
• Government restrictions
• Power or system failures

We will take reasonable steps to minimise disruption and contact affected customers where possible.

25. Contact us

For questions about delivery, collection or an existing order, contact:

Reynolds Timber & Building Supplies
A trading name of Deltaline Trading Ltd
12 Cross Lane
Wallasey
CH45 8RQ
United Kingdom

Email: sales@reynoldstimber.com
Telephone: 0151 670 1213
Company number: 03933164
VAT registration number: GB 748 6426 95