What are the charges for the Courier delivery service and the two-man delivery service?

Orders up to £50 will be charged £10 delivery
Orders up to £150 will be charged £20 delivery
Orders between £150 & £350 are charged a delivery fee of £ 35.00.
Orders at and above £350 in total value are delivered free of charge to anywhere in England, Wales and parts Scotland.
Deliveries to some Scottish Highland postcodes and Northern Ireland, Isle of Man and Isles of Scilly postcodes will incur an additional surcharge (please email for a quote).

Logistics

Our deliveries are carried out by well established and professional third party carriers. Goods distribution and delivery service is an important opportunity to build customer relationships, and repeat purchases. Superior delivery performance is also one of the most important factors in customer satisfaction and retention. Delivery people and equipment are the stores image on the road and during delivery. This is why all delivery staff needs to be is highly trained, uniformed and courteous to meet customer expectations. With health and safety in mind, all equipment is well maintained and kept and up to date.

Courier Delivery Service and Two-Man Delivery Service

Courier Delivery Service:

Courier deliveries will be attempted between 8am and 5.30pm, Monday to Friday: Saturday delivery can be arranged on request only by email: orders@woodkatouch.com .
If the customer is unable to take the delivery, the courier will leave an Attempted Delivery Notification Card, which will ask the customer to make contact to re-arrange another delivery. The customer will always have the choice to have the item re-delivered and we can also do a local redirection once the parcel has been attempted.
We will email on dispatch when the item has been released to carriers explaining delivery method and providing full tracking details.


The item will be with you within 48 hours of dispatch. We deliver to most of mainland UK addresses:
Delivery Zones:
Zone 1: England, Wales and parts of Scotland, excluding Highlands and Islands. The zone is made up of all postcodes not mentioned in zones 2 and 3.
Zone 2: The Highlands and Islands of Scotland - postcodes IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE
Zone 3; Northern Ireland, Isle of Man and Isles of Scilly - postcodes BT, IM, TR21-25
Please email us for delivery charges and timings for post codes in Zone 2 and Zone 3.

Two-Man Delivery Service:

Delivering the goods safely:
This service, offered as standard, is used generally for Heavy, Bulky or Multiple items. We will email on dispatch when the item has been released to carriers explaining delivery and tracking method.
Our focus is simple! We understand delivering your products is only half the challenge. Your products also have to be delivered without a scratch. That is why our appointed carriers vehicles are 100% equipped with latest, state-of- the-art protective equipment such as padded interiors and vibration reducing vehicle suspension.
All staff is professionally trained to handle safely large items that require two-people to deliver to a room of the customer’s choice. With our staff being the first point of contact with the customer, our delivery team is committed to be courteous and polite while representing the company in a professional manner.
In addition, we understand the value placed on the safe maneuvering of furniture goods, and pride ourselves in making sure the job gets done to our customer's satisfaction. We feel very strongly that providing an excellent service coupled with safety is paramount to the success of our business.
Once the item is received by the carrier, the carrier will telephone ahead to book the delivery, this is why we will always ask for your telephone numbers to be given on payment. Please note the day offered for delivery will be in conjunction with the carrier's delivery schedule and route plans on a date that the carriers schedule will place them in your postcode area.
The items will generally be delivered via a 7.5 tonne vehicle so please be sure your property is accessible for this size of vehicle.
Whilst the delivery of the item is to a room of customers choice, in the case of restricted access and to prevent damage to the item or property: the carrier reserves the judgment to express discretion for health & safety reasons and will not be held responsible for resulting damage.
If the carrier arranges a timed delivery then please be aware this is not part of our agreed terms and we do not accept any liability where timed deliveries are broken, we cannot accept liability for any losses or inconvenience caused for delivery failures to unforeseen circumstances.
If you are unable to take delivery of your goods on the confirmed delivery date arranged, you must inform the carriers at least one working day in advance so that another date can be booked. If, through no fault of their own, our carriers cannot gain access on the date agreed, a re-delivery fee of £40 per box will be charged.

Two-Man Silver Service
• Deliver to customer within 10 working days under normal circumstances.
• Ring and make appointment giving day and a 2 hour window.
• The delivery drivers will call on the day of the delivery and give a 1 hour notice.
• Delivery to room of the customer's choice.
• Delivery operations 7 days a week (certain areas) with customer-preferred time slots.
• Guaranteed two-hour delivery slot.
• All our drivers are equipped with dedicated mobile phones for customer direct contact.

Will I need to sign on delivery?

All courier deliveries will require a signature from an adult when receiving the order. 

What is your returns policy?

We fully comply with European Directive on distance selling (Which is incorporated into UK law by the Consumer Protection (Distance Selling) Regulations 2000).
Should the customer wish to return an item to us, the customer has 7 working days from receipt of goods, in which to decide to keep your ordered items or return them to us for a refund. You may return any unused goods in their original packaging within 14 days of the date of dispatch.
Please note that it is the customers responsibility to take care of the products and ensure they are returned to us safely & in a saleable condition in original packaging. We will refund the cost of the product to you upon receipt of the returned items. We cannot always refund postage & packaging costs.
For damages and product related issues please notify us by email: info@woodkatouch.com within 24 hours of receipt of your delivery.

How do I return an item?

Best and cost-effective way to return goods is by using our courier service. Please contact us by email: info@woodkatouch.com , we will then issue a returns code and clarify the details of the return method.

Will the delivery charge be refunded?

We regret that postage & packaging are direct courier costs and cannot be refunded in all circumstances. However, if the return is due to our error, we will refund both the outbound & the return postage charges. In all other circumstances, the cost of return postage and the original postage charge are both non-refundable.
For large furniture items, a standard charge will be levied towards the cost of the return carriage, See Note below (even in the case of the original delivery being free of charge).The buyer is always responsible for the return carriage costs. We will forward your refund within 30 days of us receiving the returned items back to us.
NOTE:
Please remember that All Deliveries are heavily subsidized. If you wish to return these items to us, we reserve the right to refund less than the original purchase price. This is because we subsidize your original delivery fees which are absorbed in our profit margin, unfortunately we cannot subsidize for returned items, and therefore this will be chargeable at £40 per box.
It is the customers responsibility to ensure that the furniture will physically fit in your home. Also for health and safety ensure that there is clear and ample access to entrance, staircase and hallways. The carrier will not compromise on health and safety.
Please note if any items are damaged email us on: info@woodkatouch.com within 24 hours of receiving the item, stating the order number and nature of damage.

Outside mainland UK: We are happy to ship items outside of mainland UK – please email: info@woodkatouch.com for a quote.