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Shipping policy

Shipping Policy

1. Shipping Locations

We currently ship within the United Kingdom only. Unfortunately, we do not offer international shipping at this time.

Rugs and Wall Panels / Wall Slats Restrictions:
We do not deliver these items to the following postcode areas: BT, IM, HS, IV, KW, AB, ZE, GY, JE.
Orders placed to these postcodes will be cancelled and refunded.

2. Order Processing Time

Orders are processed and dispatched Monday to Friday (excluding public holidays).

  • General Orders: Orders confirmed before 2:00 PM are dispatched the same business day. Orders placed after this time will be dispatched the next working day.
  • Rugs & Wall Panels / Wall Slats: Orders confirmed before 12:00 PM are processed the same working day. Orders placed after 12:00 PM will be dispatched the next business day.

Orders placed over weekends or public holidays will be processed on the next business day.

3. Shipping Methods & Delivery Timeframes

We work with trusted couriers to deliver your orders safely and efficiently.

Standard Delivery (Small Items)

Estimated delivery: 2-3 working days.

Rugs & Wall Panels / Wall Slats Delivery

Delivery is to UK Mainland only.
Estimated delivery: 5-7 working days.

Pallet Deliveries

  • Estimated delivery: 2-5 working days.
  • Kerbside delivery only: Delivery will be made to the nearest accessible point. Hazards such as gravel, grass, steep inclines, or narrow access may prevent delivery beyond the kerbside.
  • Restricted access / narrow roads may cause delays.
  • If no one is present or it is unsafe to deliver, a re-delivery fee of £84.95 will apply.

Note: Delivery times are estimates. We will notify you of any delays caused by unforeseen circumstances.

4. Shipping Costs

Shipping charges are calculated at checkout based on the weight and destination of your order.

Free Standard Delivery

Free shipping on orders over £49.95 (under 20kg). Terms and conditions apply.

For Orders Under £49.95 a Shipping Charge of £5.99 Will be applied

Bulk Orders

Orders over 20kg: Additional £19.95 shipping charge applies (excluding Rugs and Wall Panels).

Wall Panels / slat walls

Free Shipping for Wall Panels & Slat Walls For Orders Over £495.95.

Wall Panels & Slat Walls For Orders Under £495.95 a delivery charge of £42 Will be applied. (please note for the accessories for wall panels this shipping rule applies to, as they are sent with the same courier). 

Pallet Deliveries

  • Orders under £395: £84.95 delivery fee applies.
  • Orders over £395: Free Pallet Delivery.
  • Missed Pallet Delivery: If no one is available or delivery cannot be completed safely, a re-delivery charge of £84.95 applies (may vary in surcharge areas). This fee also applies if the order is refused or cancelled on the delivery day.
  • Pallet delivery fee will be invoiced separate, not at checkout. Once payment is made for shipping orders will be released. 

5. Tracking Information

Once dispatched, you will receive a shipping confirmation email with tracking details to monitor your order’s progress.

6. Delivery Delays

We aim to meet all estimated delivery times, but delays may occur due to:

  • Severe weather
  • High demand periods
  • Courier delays
  • Public holidays

We appreciate your understanding during such times.

7. Incorrect or Incomplete Address

Please ensure your shipping address is correct at checkout. Any address changes after dispatch may incur additional charges. Failed deliveries due to incorrect addresses may result in extra fees.

8. Damaged or Missing Items

Please check your delivery upon arrival. Report any damaged or missing items within 48 hours of receipt by contacting our customer service team. Claims made after this period may not be accepted.

9. Order Confirmation

You will receive an order confirmation email summarising your:

  • Purchased items
  • Shipping address
  • Estimated delivery time

10. Cancellations After Dispatch

If you cancel your order after dispatch:

  • Outbound shipping costs will not be refunded.
  • Return shipping fees will be charged to the customer.

11. Returns & Refunds

Please refer to our Returns Policy for information on returning products and claiming refunds.

12. Large items, Heavy items

For pallet delivers, this is only for kurbside drop off only. (customer is in charge of disposal of pallets) 

Large and heavy (Bulky) items like Rugs, Wall panels and bulk quantity orders is only for kurbside drop off only. If you live in flats / apartments they will only be delivered to kurbside. (Not direct to your door).   

13. Need Assistance?

If you have any shipping enquiries or need assistance, feel free to contact our customer service team at:
sales@projectdiy.co.uk