Standard Delivery

We aim to deliver items that are currently in stock within 3-5 working days (excluding Bank Holidays) after the date the order is placed.

Unfortunately at this time we cannot take orders for delivery to British Forces Post Offices (BFPO), any islands, international addresses or the Channel Islands (GY, JE).

The following areas are subject to extended lead times:

Scottish Highlands & Scottish Isles: +3 working days

All locations above Edinburgh are subject to a delivery surcharge due to the Highland location. Other Scottish postcodes may be subject to a delivery surcharge – please contact us for more information.

Delivery for JB Kind products may take longer than usual—typically around 4 to 7 working days.

The following items are subject to a longer standard delivery time of 10-15 working days due to their sheer size and weight:

LPD Blank Firecheck Hardwood Lipped FD60 (54MM) – ALL SIZES

LPD Blank Firecheck Hardwood Lipped FD30 (44MM) – SIZES
2135x915mm (36”); 2440x1220mm (48”)

LPD Blank Firecheck Hardwood Unlipped FD30 (44MM) – SIZES
2135x915mm (36”); 2440x1220mm (48”)

Please note that during particularly busy periods, it may take a little longer to receive your delivery and our carrier may attempt to deliver to you on a Saturday.

Working days are defined as Monday-Friday 9am-5pm inclusive, excluding Saturday, Sunday and Public Holidays.

Deliveries are made via courier companies to the “kerb side”. Unfortunately due to insurance guidelines, drivers are not responsible to take goods into your home. Therefore, please arrange for adequate help at the time of delivery. (Please be aware some goods can weigh in excess of 25 Kilos).

Sometimes your order may need to be delivered direct from our suppliers - in the event that your order contains items from multiple suppliers, you may receive multiple separate delivery bookings.

The delivery team will also call or text you to book in the delivery, if this is missed then it may delay the delivery or result in the products not being sent out.

Next Day Delivery

Our Next Day service to most of UK Mainland will be available for orders placed with our sales team from Monday to Friday before 10:30am for an additional charge (delivery on working days only). Orders placed for Next Day delivery after 10:30am on a Friday will be delivered Tuesday.

Our Next Day service is for delivery the next working day, and will take place between 8am – 7pm. Unfortunately a time window may not be given due to the ‘express’ nature of this service.

At Door Supplies Online, we want you to be completely satisfied with your purchase. That’s why we offer a 30-Day Money Back Guarantee. If you are not happy with your product for any reason, you can return it to us for a refund.

30-Day Money Back Guarantee

• You may return your order within 30 days of receipt for a refund.
• Items must be returned in a new and unused condition and in their original packaging.
• Customers are responsible for return shipping costs.

How to return

• You may send the product back yourself (we recommend using an insured courier service).
• Or, we can arrange collection for you. A collection charge will apply, based on the items being returned.

Who is responsible?

1. I ordered the wrong items

If you ordered the wrong size or product, you may return it in its original condition.

• Return costs are your responsibility.
• We can arrange collection and delivery of the correct items with our courier for a collection charge.
• If you return goods yourself, please use a fully insured courier service.
• Items returned damaged or not in the agreed condition will not be eligible for a refund.
• If your order has already been dispatched, further charges may apply.

2. My goods are faulty or damaged

If your order arrives damaged or faulty, we will organise a free return or replacement.

• Inspect all items on arrival.
• Report any damages within 3 days of delivery.
• Do not work on or install faulty/damaged products.

We will require photos sent to us via email to process the claim quickly. (Please send it to returns@doorsuppliesonline.co.uk)

Timber products: natural shade, tone, and grain variations are a characteristic of wood and not a fault.

• Damages due to misuse, alteration, or negligence are not covered.
• Refunds are offered only if a replacement is not arranged. Products must be returned before a refund can be processed.

3. Non-returnable items

• Made-to-order or bespoke items cannot be returned or cancelled once manufactured.
• These items are clearly marked in their product descriptions.
• If bespoke items arrive damaged, we will arrange a replacement at no cost.

Refunds

• Refunds are processed back to the original payment method.
• We aim to process refunds within 7 days of receiving the returned goods.
• Please allow up to 14 working days for funds to appear in your account.
• Delivery charges can only be refunded if the return is due to our error.
• Special order items cannot be cancelled once dispatched, and additional charges may apply.

Order cancellations

Door Supplies Online reserves the right to cancel any accepted order before delivery in the event of:

• Material errors in your order or published pricing/conditions.
• Concerns identified through credit checks or verification.

If payment has already been taken, you will receive an immediate refund.