Shipping made simple, what you need to know

We get it, membranes, fixings and timber build gear aren’t your average parcel. They’re heavy, awkward, and often time-sensitive. Whether you’re a self-builder or site manager, we’re here to make delivery simple, safe, and on time.

Here’s what to expect, and how to plan ahead.

Delivery Types & Timings

We ship from different warehouses depending on the brand you order. You’ll see estimated delivery times and costs at checkout, but here’s a breakdown:

Rothoblaas & Holz Products:

Estimated delivery Orders up to £285 Between £285-£1.4K Between £1.4K-£7K Between £7K-£14K Orders over £14K
7-10 Business days £29 £39 £69 £99 £179
Please Note: There is a £130 minimum order value on Rothoblaas & Holz deliveries.

Joyner Bolt Products:

Estimated delivery Under 25Kg Over 25Kg
2-4 Business days £7 £12

Need it faster?

We can usually arrange premium 5–7 day delivery, just contact us before ordering.

Contact Us

Order Tracking

Once your order ships, you’ll get a tracking number by email so you can follow its journey. If you haven’t received your tracking details or something doesn’t look right, get in touch.

Insurance & Damaged Items

All orders are fully insured in transit. If something arrives damaged, or an item’s missing:

  • Let us know immediately, we’ll sort it, fast.
  • Please take clear photos and keep the packaging.
  • Report any issues within 48 hours of delivery to ensure we can act quickly.

Even if the courier messes up, we’ll do our bit to put it right.

Delivery Access & Offload

  • Vehicle Sizes

    Deliveries may arrive on large vehicles (up to 28 tonnes) or smaller vans, depending on the order and location. These can include tail-lift, forklift or grab-off options. If you think access could be tight, tell us before ordering.

  • Pallet Deliveries (large vehicles)

    • Kerbside only, the driver won’t move it onto your property
    • Make sure there’s clear space at the kerb to unload safely
    • Pallet trucks can’t go over gravel, grass, steep slopes or steps
    • You’ll need to break the pallet down at the kerb and carry items inside

  • Loose Deliveries (smaller vehicles)

    • Unloaded by hand
    • Driver may need help on site
    • Long or awkward items may require 2+ people to lift
    • Drivers won’t carry items inside, up stairs, or beyond the kerb

Your Responsibilities

This isn’t click-and-forget. To make delivery smooth, here’s what we ask from you:

  • Be there to receive it. If nobody’s available, a £25 redelivery fee applies.
  • Have help ready to lift and move heavy or long items
  • Plan the route from the kerb to your storage area
  • Use gloves, sack trucks or trolleys where needed
  • Don’t block access, especially on narrow roads or tight sites

If you're unsure, ask. We’ll help plan the right setup.

Returns & Exchanges

We’re not a “try before you buy” operation. But if you ordered too much or the wrong spec, we’ll do what we can.

You can return products if:

  • They’re in resalable condition and original packaging
  • You contact us within 30 days of receiving them
  • You get a Returns Authorisation Number from our team first

Returns incur a 40% restocking fee or £50 (whichever’s greater), and you’ll need to cover courier costs using a provider approved by us.

Do not send anything back without authorisation. It may be rejected.

Faulty or Damaged Goods?

We follow each brand’s Dead on Arrival (DOA) or warranty policy. Let us know straight away. We’ll inspect and offer a repair, replacement, or refund, depending on the issue.

International Orders

We can ship selected products overseas, but:

  • You’ll need to cover import duties, taxes and fees locally
  • Delivery timing depends on country and carrier
  • Make sure your contact info and shipping address are 100% accurate

Delivery Disclaimer

We aim to hit our timelines, and do in 99% of cases, but:

  • All delivery times are estimates, not guarantees
  • Couriers can be delayed by traffic, strikes or weather
  • Customs checks (for exports) are outside our control

Please check your items on arrival, and report any issues within 5 working days.

Quick Checklist Before You Order

  • Is a large vehicle able to reach and stop safely outside?

  • Do you have people ready to help unload?

  • Is there space at the kerb to drop a pallet?

  • Will someone be there to sign and check the goods?

  • If the answer’s “maybe”, contact us first, we’d rather help than reschedule.

Still unsure?

If your site has quirks, your timeline is tight, or you just want to double-check how delivery will work, reach out before ordering. We’ve seen it all and can help you plan it right.

Contact Us