Free Delivery on all orders over £1000

Delivery & Returns

FAQs

Returns

-  Whats the procedure for returning an item?
 

Delivery

-  How long will my delivery take?
How much will my delivery cost?
Can I collect my order?
Who will deliver my order?
Can I choose an alternative delivery address?
How does delivery take place?
What is the oiling service?
What time & day will my delivery be?
Can I choose a delivery time?
Will the delivery driver contact me to give me a delivery time?
-  If the doors are delivered on a pallet, will the driver take the pallet or leave it with me?
What happens if I'm not at home for my delivery?
Will the delivery driver help me take my goods inside?
Can I inspect my items for damage?
Can I request for my item to be left in a safe place?


Delivery Information

Internal Doors has chosen to work with delivery companies based on their reputation, so we can ensure a trusted and reliable delivery service, no matter which item you order.

How much will my delivery cost?

We use a variety of courier companies and the cheapest available delivery option will automatically be selected at the checkout stage. Don’t forget that orders over £1000 will qualify for free shipping in Mainland UK!*

Doors - £35.00* (this is per order, not per door)
Small Ironmongery - £5.00
Ironmongery and Oils - £10.00
Skirting, Architraves, Linings, Window boards and Furniture - £20.00

*We apply a shipping surcharge of £25.00 to certain postcodes (Zone 2), please see the below map to check if your postcode is included.. If you have any questions regarding surcharges, please call us on 01455 566 566 to find out more.

Postcode Regions

How long will my delivery take?

STANDARD (Zone 1) – 3-7 working days once your order has been dispatched.

STANDARD (Zone 2) – 5-10 working days once your order has been dispatched.

EXPRESS – 48 hours from dispatch

If you need your item sooner than 48 hours, please call us to see if it is available for the item you need.

*The chargeable postcodes as shown on the map below have a general lead time of 5-10 working days, if the items are needed sooner then we would recommend selecting our express service in checkout for a 48 hour turnaround.

Booking a tradesman before delivery

As unforeseen circumstances can on the rare occasion cause delivery issues, we do not recommend booking any tradesmen until your items have been delivered.

Can I collect my order?

Of course! We are conveniently located in the Midlands, based in Lutterworth, Leicestershire, which allows for people to collect their order for free, from a variety of areas throughout the UK.

Our warehouse is open Monday-Friday 9am-3pm and on Saturdays between 9am-12noon. If all your items are in stock, please allow 24 hours before collecting from our warehouse. If you place an order and some of your items are out of stock, you will be notified by email as soon as the product is in our warehouse, please allow 24 hours before collecting from our warehouse.

*Please note: Our collection address is different to our showroom and offices*

 Internal Doors Collections

Unit 10

C and V Business Park

Lutterworth

LE17 4HE

 

 

Who will deliver my order?

Domestic Distribution (DD)

If your order contains doors, door hardware, skirting, oil or any of the combination listed, your order will probably go with Domestic Distribution. We use them to deliver the majority of our orders as they can ship different item types together. DD will contact you once they have your items and say when they’re next in your area, leaving you to decide a suitable delivery time. Standard delivery for DD takes 3-5 day for the majority of postcodes and 5-10 working days for the postcodes highlighted on our map.

Tuffnells

Skirting, window board and architrave will in most instances be shipped via Tuffnells. They are our preferred carrier for orders which don’t include doors and delivery usually takes between 2-3 days. Orders Shipped with Tuffnells will be attempted to be delivered to you twice both times if there is no one at the property they will leave you a contact card. After the second attempted delivery, Tuffnells will hold the goods for a further 3 days before returning the doors to ourselves. Please note that if the goods are not delivered and need to be sent back out there will be another delivery charge to pay.

Panic Transport

A local firm to us, Panic’s our chosen carrier if you require your items quickly. If you select the express option at checkout, we will send your items with Panic who will contact you that day to check you will be at home for their delivery within 48 hours.

UPS

Smaller items such as door hardware, oils, waxes and paints will usually be shipped via UPS unless they are purchased along with larger products. UPS standard delivery will usually take between 1-3 days.

Royal Mail

Certain small items such as door hardware and samples may sometimes be shipped via Royal Mail on a 48 hour service.

Can I choose an alternate delivery address?

If you would like your order shipping to a different address to that of your billing address, you can do this at checkout. For security purposes, your order may be held whilst we await further identification from yourself if our payment system flags up an order as potentially fraudulent. This is a standard practice and is in place to protect you, just as much as us.

Changes to delivery dates

In the unlikely event that your delivery date should change, a representative from Internal Doors will contact you by phone or email to inform you of your new delivery date. Internal Doors is not responsible for any additional costs which result due to extended delivery times unless prior consent is provided in writing by a member of the Internal Doors’ team.

Problems with delivery

Here at Internal Doors we make every effort to ensure that your goods are delivered to you quickly and in pristine condition. Despite this, some issues are simply unavoidable. In the event of a problem, please read the following information to ensure that it is quickly resolved.

How does delivery take place?

For insurance reasons, we are unable to guarantee that delivery will be made directly to your door or inside your property. This is very much at the discretion of your delivery driver. Therefore, it is the customer’s responsibility to ensure that they can receive the goods from the courier upon delivery to the kerbside. The courier will offload your order and allow you to check your items however they may not be able to assist you any further.

What is the oiling service?

Our oiling service allows you to have your items treated before they are sent out to you, saving you a considerable amount of time. If you have requested that we pre-finish your doors or other items, please allow up to an additional 10 working days before dispatch. This will depend on the number of in-house oiling requests and the chosen finish which will affect the number of coats and required drying time.

Can I choose a delivery time?

Unfortunately, we are unable to book time slots (i.e. AM/PM) with our delivery companies. The driver will make an effort of calling 30-60 minutes prior to delivering but we do recommend that you make yourself available for the whole day of your delivery as a failed delivery will incur another delivery charge.

What time and day will my delivery be?

Our couriers operate on weekdays only. Because we use a variety of different courier companies we cannot provide accurate delivery times. Once you have been assigned a courier at the checkout stage, you can check the individual courier's hours of operation using your tracking information.

Will the delivery driver contact me to give me a delivery time?

In most cases yes, but again this is dependent on which courier company you are assigned at the checkout stage. For large items like doors and skirting, you will always be given an estimated delivery time, so even if you are not contacted by phone beforehand, you should have been notified by email. Although if you are provided with a guidance time-slot, please note that this is for guidance only and traffic conditions can make this vary. With Tuffnells, UPS and Royal Mail, you will not be contacted by the delivery driver before delivery.

If the doors are delivered on a pallet, will the driver take the pallet or leave it with me?

Many of our orders are delivered on a pallet. It is the driver's discretion whether they take the pallet away with them following delivery. We are unable to collect any pallets after delivery has taken place. We highly recommend the doors should be taken off the pallet and stored laying flat raised off the floor, somewhere dry.

What happens if I'm not at home at the time of delivery?  

To avoid this happening, you will be given plenty of notice before hand. You will have been made aware of the time/date of delivery by phone or email.  If it a large item such as a door or skirting and you do not give us at least 3 days’ notice prior to delivery that you will not be home on the agreed date/time - we will rearrange delivery for you but this may incur a redelivery charge. Therefore, it is the customer’s responsibility to ensure that they are able to receive the goods from the courier upon delivery to the kerbside. Before confirming your order, please ensure all contact details are correct. Any redelivery costs incurred because of incorrect contact details must be paid by the customer and not Internal Doors.

Will the delivery driver help me take my goods inside?

This is not standard, and the driver is not required to do so because of insurance/injury reasons whilst inside your property. SO please be very clear that if you request him to do so and he/she is willing to help and have time to do so, should there be any damage to your property or anything of this nature - then remember it is not standard as part of the service and we have pre informed you of this, so there cannot be cause for complaint after the event.

Will it be delivered to my door?

In some instances, yes, provided there are no "out of the ordinary" objects/reasons for driver not to have easy access to your door. Some delivery companies will only deliver to kerbside, for insurance reasons, we are unable to guarantee that delivery will be made directly to your door or inside your property. This is very much at the discretion of your delivery driver.

I cannot lift the item from my kerbside, will the delivery driver help me?

See previous answer

Can I inspect my items for damage?

Yes, you can. Drivers and delivery depots are only paid for their job if they get a signed delivery note. If you do not sign - they cannot leave you as they won't be paid. So, you are entitled to check the goods before signing. PLEASE ALSO NOTE - if you sign the paperwork, it does state “RECEIVED IN GOOD CONDITION" so with that mind, you are agreeing that the goods arrived in satisfactory condition and the delivery is complete without issue. If you have a damage complaint IT MUST BE NOTED, and you should refuse delivery altogether.

We insist that all of your goods are thoroughly checked over within 24 hours and any issues are reported straight away.

Can I request for my items to be left in a safe place?

In most cases our couriers like to get a signature, but you can request for small items to be left safe by contacting the courier company once you have been given your delivery date and time. They may ask you to confirm it with us, where we would need it in writing that you take full responsibility for any loss/damage.

 

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