Frequently Asked Questions

WHEN WILL I RECEIVE MY ORDER?

Our standard delivery timeframe is within 7 working days. Please note that this timeframe may vary depending on your location and any unforeseen circumstances. We strive to deliver your decking supplies as quickly as possible. Check out our full details on our Delivery Page.

WHEN WILL MY ORDER BE DISPATCHED?

We aim to dispatch Large orders within 3-5 working days. This allows us time to process your order and ensure that everything is prepared for shipment. Some orders dispatched with a courier (small items) that are placed before 2 pm, can be dispatched the same day. Check out our full details on our Delivery Page.

CAN I TRACK MY ORDER?

Tracking will only be received if your order is sent with one of our third-party couriers, normally smaller items. Large orders, decking kits, frames etc will be dispatched without tracking. You will be contacted about how your order will be delivered.

WHAT IF THERE IS A DELAY IN DELIVERY?

While we make every effort to deliver your order within the specified timeframe, there may be rare occasions when unforeseen circumstances or logistical challenges cause a delay. If this happens, we will promptly notify you and keep you informed about the revised delivery schedule. Never book any tradesmen or installs based on an estimated delivery date, as delays can occur which we will not be held liable for.

CAN I ARRANGE COLLECTION FOR MY ORDER?

We are based in Rutherglen, Scotland, If you are close to us and wish to collect your order, then please get in touch we will accommodate this request.

CAN I MAKE AN ORDER OR DELIVERY ADDRESS AMENDMENT AFTER PLACING AN ORDER?

If you need to change your delivery address or remove or add items, please contact our customer support team as soon as possible at 0800 069 8030. We will do our best to accommodate your request, but please note that changes may not be possible if your order is about to leave or already left our store.

WHAT SHOULD I DO IF MY ORDER ARRIVES DAMAGED?

If your order arrives damaged, firstly please note the ‘Goods’ as damaged at receipt of taking the order from the delivery company, if goods are signed in ‘Good Condition’ we will not be able to process a claim.

Firstly, send an email to support@deckingsupplies.co.uk with your request and attach any images of the damage then you can contact our customer support team at 0800 069 8030, or wait we will get back to you soon about your claim.

We take pride in the quality of our products and want to ensure your satisfaction. We will work with you to resolve the issue and arrange for a replacement or refund if necessary.

HOW CAN I RETURN MY ITEM(S)?

If you need to return anything to us, please read our Returns Policy and contact our Customer Support Team at 0800 069 8030. 

I’VE RECEIVED THE INCORRECT ITEM(S)?

Please contact our Customer Support Team at 0800 069 8030, please ensure you have emailed us any images that may be required to fulfil your claim. Include in the email, if you require an exchange, refund, or replacement. Please note this is only if the item is in stock at the time of contacting us.

HOW CAN I CANCEL MY ORDER?

You can cancel an order at any time, however, please note if your item has been dispatched and is on it’s way to you, the cancellation charge will be either 20% of the order value or the return haulage fee, whichever is higher to us.

If the item has not left the premises then no charge will apply and we will cancel and refund your order.

HOW LONG DOES A REFUND TAKE?

If a refund is required, we will refund the order as soon as possible.

Once processed the time it will take to get back to you depends on your bank, credit card company and PayPal processing time.