Delivery

COVID-19: Our UK dispatch centre is open and operating normally, with additional safety measures in place. However we are currently experiencing some disruption at shipping ports and train terminals which means our estimated dispatch timescales are currently extended.

All customers who placed orders from 1st October 2020 onwards should expect their orders to arrive slightly later than would normally be the case. Our dispatch timescales have been updated below for guidance. We will keep you updated via email and are doing all that we can to minimise any delay to your contact-free delivery. 
Update 14/01/21: Express Delivery has been temporarily suspended. This is due to the cancellation of international train freight services due to operational difficulties caused by COVID-19. We are working with our partners to restore this service as quickly as possible and hope to restart it by early March. Our customer service team will be contacting any customers with an ‘in progress’ express order that may be delayed or fulfilled by our standard service instead. We would like to reassure customers that standard delivery services (sea freight) are currently operating per the timescales shown below.


When will my order be dispatched?

We know you'll be keen to get your shutters installed as quickly as possible, however due to them being made-to-order at our overseas facility we are only able to provide an estimated timescale for dispatch: 

Regular Timescales
Orders placed and confirmed on or before 30/09/2020
Delivery Option Estimated Dispatch Timescale
Standard  10 - 12 weeks *
Express 7 - 9 weeks *
*These timescales are estimates and cannot be guaranteed. Allow 1-2 weeks extra for special shapes, custom colours, stained finishes and if requesting a drawing. Please see our full terms and conditions. 
 
Current (Extended) Timescales
Orders placed and confirmed on or after 01/10/2020
Delivery Option Estimated Dispatch Timescale
Standard  10 - 16 weeks *
Express 8 - 10 weeks *
*These timescales are estimates and cannot be guaranteed. Allow 1-2 weeks extra for special shapes, custom colours, stained finishes and if requesting a drawing. Please see our full terms and conditions.
 
Chinese New Year Timescales
Orders placed and confirmed on or after 07/01/2021
Delivery Option Estimated Dispatch Timescale
Standard  12 - 16 weeks *
Express 8 - 11 weeks * *
*These timescales are estimates and cannot be guaranteed. Allow 1-2 weeks extra for special shapes, custom colours, stained finishes and if requesting a drawing. Please see our full terms and conditions.
* Express service suspended as of 14/01/21


The timescales apply once your order has been confirmed via the secure link, following your sense-check call with our team. Once your order has completed production and is on it's way to the UK we'll keep you posted on it's progress by email. 
 

How long does delivery take? 

Once your order has arrived at our UK dispatch centre it will be collected by our delivery partner. At this time you will be notified by email to confirm dispatch and to provide a details on how to track your delivery. 

Delivery Location Typical Delivery Time

Mainland UK
 
1 - 3 working days*
Northern Ireland,
Scottish Highlands & Islands,
Channel Islands & Offshore
3 - 5 working days*
*Due to the need to maintain social distancing and also in respect of the increase in demand across our UK delivery networks please allow some additional time for delivery. In some cases an extra 1 or 2 working days may be required.
 

How much does delivery cost?

The delivery charges for your order will be calculated and displayed at the delivery step of the checkout. The amount you pay for delivery will be dependent of the size of your order: 
 

Delivery Option Delivery Location Charge
Standard UK, Scottish H&I, NI £15 - £50
Standard Channel Islands £50 - £100
Express UK, Scottish H&I, NI £30 per m2

 

What should I expect on delivery day? 

Deliveries will be made to the outside of your property only, so please ensure that any person receiving the delivery is able to safely carry the boxes indoors without assistance. Weekday delivery slot between 8am and 6pm. Boxes typically weight greater than 10kg each and may be large/bulky depending on the size of the product ordered. They will be delivered to a ground floor location only. 

On occasion our delivery partner may have to split your delivery over multiple van loads. We will let you know how many boxes to expect in total on your dispatch notification. 

We recommend that you open and check all of the contents of your boxes as soon as possible after delivery. We advise that you do not make arrangements for installation until you are satisfied that your full order is present and correct. 

What should I do if my packaging is damaged? 

Firstly do not worry if the outer cardboard packaging is damaged, your shutters are wrapped in several layers for protection so it is unlikely that the item inside will be affected. We recommend that you open all boxes as soon as possible to check the products inside.

If you do find any damage to your shutters please email hello@diyshutters.co.uk and include the name of the item affected, the part affected and a photograph to show the issue. Our customer relations team will be on hand to assist you and organise replacements if required. 


What happens if my order is delayed? 

If your delivery has been delayed due to an event outside of our direct control then we will do everything we can to ensure that it is dispatched and delivered to you as quickly as possible. However, as our estimated dispatch timescales are only ever given as our best estimate we are unable to provide a discount if your order arrives later than originally expected. 


Do you offer international delivery?

We are able accept orders from other countries however we are unable to deliver to addresses outside of the UK or Channel /Offshore Islands. Please contact us via hello@diyshutters.co.uk for more information before placing your order. 
 

Are you offering guaranteed pre-Christmas delivery? 

Yes, this will be applied to your order automatically as long as it meets the following criteria:
  • Mainland UK, NI, Scottish H&I delivery addresses only, with standard delivery. 
  • Orders must be placed on or before 5pm on Friday 25/09/2020.
  • Orders must be confirmed for production no later than 6pm on Thursday 01/10/2020
By guaranteed pre-Christmas dispatch we mean that your order will be handed over to the UK courier no later than Friday 19/12/2020. If we are unable to complete this promise we will refund your standard delivery charge only, no other compensation will be given.

We cannot guarantee complete delivery before Christmas day in the event that you are not available to receive your goods when the courier attempts delivery. Customers must take responsibility for allowing enough time to receive and install* their shutters after dispatch. 
*If you intend to hire your own third-party fitter please wait until you have received and checked your full delivery before making arrangements.

 
If you have any questions regarding our dispatch timescales or deliveries please contact us for more information. 
Click to read our full terms and conditions

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