Delivery and Returns Policy

FREE delivery on all orders over £200 ex VAT
For orders under £200 ex VAT, standard delivery costs just £10.00 plus VAT.
Next Day Express delivery available on most items for just £25.00 plus VAT.

Most items are usually delivered within 2-3 working days from when you place your order but you can select an alternative delivery date when ordering. Deliveries are made between 9am and 5pm, Monday to Friday (excluding Bank Holidays) and we will need a signature when the delivery is made. For orders placed on Saturday or Sunday, the earliest delivery day would be Tuesday (if next day delivery has been selected).

Next day delivery
You can select Next Day delivery for an additional £25.00. Next Day delivery is available for most delivery addresses on orders placed before 12 noon. Please note that the additional charge also applies to orders over £200. We are unable to offer a next day service to the Highlands of Scotland. Next day deliveries will be delivered on the next working day, Monday to Friday. For Saturday deliveries please call to check on the availability of this service in your area. Saturday deliveries will be subject to an additional premium.

Offshore deliveries
Currently orders placed on this web site can only be delivered to mainland UK addresses. We regret that our standard delivery charges apply to UK mainland only. For deliveries to the Channel Islands, Isle of Wight, Isle of Man, Orkney, Shetland and Scottish Islands, Northern Ireland or the Republic of Ireland, please call Customer Services who can make special transport arrangements. This is due to the special nature of some of our products which are classified as Dangerous Goods for sea transport and special transport arrangements are required.

Order cancellation
We will send you an e mail accepting your order and advising you of despatch of the goods. Your orders may be amended at any time before this e mail is sent. ( See Terms & Conditions ). Orders cancelled after despatch shall be subject to a handling charge. See Return and Refunds below.

Goods damaged in transit and short deliveries
If goods delivered are damaged in transit or items are missing the carriers note should be endorsed accordingly. No responsibility will be accepted for damaged or missing items that have been signed for as received in good condition. If goods are damaged or missing then please immediately contact our Customer Services Department who will investigate the problem and arrange for the despatch of replacement goods as applicable. Shortages, damage or non-delivery should be notified within 4 days of the invoice date.

Returns and refunds
If you wish to return goods correctly supplied to your order, call Customer Services within 7 days of delivery and providing the goods are unused and in their original packaging we will offer you a refund less the cost of return carriage and a 20% handling charge.

If goods delivered are damaged or faulty, please contact Customer Services within 7 days of delivery. Shortages or Non-delivery should be notified within 7 days of the invoice date. The problem will be investigated and replacements despatched as soon as possible.

Unless faulty, products from tinted ranges ranges are excluded from our refund policy. These primarily include those products with large colour availability where the shade selected is produced following receipt of your order. Full shade cards are available for these products which will show a more accurate colour match than is available on computer screens. If you require a shade card then please contact our Customer Services Department.

If you have an Internet order query, please contact Firwood Customer Service on 01204 525231, or email websales@firwood.co.uk Our customer service helpline is staffed from 8.00 am to 5.00 pm Monday to Friday excluding public holidays.