Delivery & Returns Policy

ORDER RECEIVED

Orders are processed Monday to Friday between the hours of 7.30am and 3.30pm, and Saturday between the hours of 8am and 11am. If your order is received outside these times it will be processed on the next working day. When your order is received you will receive your first email acknowledging receipt of your order.

DELIVERY SERVICE

Our delivery days are Monday to Friday between the hours of 7.30am and 4.45pm, and Saturday between the hours of 8am and 11.45am.

From the point that each order is processed – during working hours – an estimate of delivery date will be made. This will be communicated via your second email which will give our best indication of your estimated delivery date. We cannot provide a specific time slot for delivery, however if you wish to make contact on the morning of your expected delivery date we will do our best to provide an indication of am or pm.

We endeavour to meet all estimated delivery timescales. Our average delivery lead in is normally 3 working days. To achieve an average of 3 working days, clearly this means that some deliveries can be 1-2 days, and some can be more than 4 days. Normally extended lead in times are due to non-stock items on an order and high season business levels.

Thistle Timber & Building Supplies will not be held responsible for any failure to deliver your order within the stated timescales, providing we deliver the product within 30 days of receiving your payment, or within a longer time if we have expressly agreed this with you. As such we strongly recommend that you do not book exact times for tradesmen until we have delivered your product in full, and you have checked your order is complete. We are not liable for any consequential costs caused as a result of delivery delays.

We operate our only delivery vehicles and offer a kerbside delivery policy. We will always strive to cater for every delivery request, however it is at the discretion of our trained operating drivers to assess risk and make the ultimate decision regarding the safety of each operation. Most deliveries are made by HGV, therefore if access is expected to be a problem it is the customer’s responsibility to advice in advance. A redelivery charge may be applicable if we cannot delivery on our standard vehicle.

We will always try to make one single delivery where possible, to minimise inconvenience. However this may not always be possible.

DELIVERY COVERAGE & CHARGES

We deliver exclusively to Lothian (EH), Falkirk (FK) and Kirkcaldy (KY) postcodes, with a premium set for FK and KY postcodes.

Product prices shown in our online shop are collect prices only, ex VAT.

The delivery charge for orders above £150 ex vat is a simple 10%. The delivery charge for orders of £150 ex vat and under is fixed at £15. The premium for delivery to FK and KY postcodes is an additional surcharge of £40.

RECEIVING DELIVERY

All deliveries must be received and signed for by a person over 18 years of age. We advise customers to check goods for damage caused during transit prior to signing for the goods. The delivery driver must be informed immediately if you are aware of any defects of, damage to, shortages of, unsuitability of, the goods.

Your signature is acceptance of the goods being received in good and serviceable condition. We cannot accept any liability for the goods after you have signed for them. If there is further damage to the goods that was not visible at offload time, notification of faulty goods must be received within 24 hours. Any notification received out with this 24 hour period will not be applicable for refund or exchange.

RETURNS

We are governed by the UK Distance Selling Regulations. These regulations are only applicable to online purchased goods. As such you may return your purchase to us – at your own cost – to be received back to your supplying depot within 14 days. Providing the goods are unopened and not used then you will receive a refund to the value of the goods, but not of the original delivery charges. Any notification after 14 days of order will not be recognised.

We will not accept returns or cancellations for powder, aggregate, sand or gravel.

The UK Selling Regulations are not applicable to any goods ordered directly from one of our depots. Should any goods be returned under these direct selling conditions, all returned goods will be subject to a 10% restocking charge. Furthermore should we be requested to collect such goods, these will be subject to the appropriate uplift transport charges.

All returns should be returned to the issuing depot. Therefore prior to arranging the return of your goods, please simply phone and request which branch they are to be sent to.