Need answers? You’ll find them here.

We’ve pulled together the most common questions we get from builders, self-builders, and renovators; from delivery times to installation guidance. If you’re not sure what product you need, or how it fits into your build-up, just contact us. We’ll help you get it right, first time.

Ordering & Delivery

How fast is delivery?

We aim to dispatch all orders within 1–2 working days, Monday to Friday.

Delivery usually takes 1–3 working days after dispatch for most UK addresses. Some remote or offshore areas may take slightly longer. Visit our Delivery Information page for full details.

Do you deliver to Northern Ireland, Highlands, etc?

Yes, we deliver across the UK, including:

  • Northern Ireland
  • Scottish Highlands
  • Isle of Wight
  • Isle of Man
  • Channel Islands

Delivery to remote or offshore locations may take a little longer, and surcharges may apply. These are calculated automatically at checkout based on your postcode. Visit our Delivery Information page for full details.

Can I choose a delivery date or time?

Not during checkout. Once your parcel has shipped, you’ll receive a tracking link — some couriers allow you to:

  • Reschedule delivery
  • Add delivery notes
  • Select a safe place

If you’re working to a tight schedule, we recommend ordering early and contacting us if you need dispatch confirmed for a specific day.

Do you ship outside the UK?

Yes, we can arrange international delivery on a case-by-case basis.

If you're based outside the UK and want to place an order, please contacting us with your location, required items, and quantities. We’ll confirm shipping options and costs before proceeding.

Can I amend or cancel my order after placing it?

If your order hasn’t been packed or shipped yet, we’ll do our best to help.

Please contacting us as soon as possible.

Once an order has been dispatched, it can’t be changed but you may still be able to return eligible items.

Can I track my order?

Yes. As soon as your order is shipped, we’ll email you a tracking link so you can follow its journey.

If you didn’t get the email, check your spam folder or get in touch and we’ll resend it.

Do you offer click and collect?

No, TimberFixit is an online-only store. We don’t offer a collection option from our warehouse.

Returns, Support & Installation Help

What’s your returns policy?

We accept returns within 30 days of delivery. Items must be:

  • Unused and in original condition
  • Complete with all parts and packaging

Custom or cut-to-size items can’t be returned.

Return shipping is paid by the customer unless the item is faulty.

Refunds are issued once your return is received and inspected.

Visit our Delivery Information page for full details.

What if my order arrives damaged or incomplete?

Let us know within 48 hours of delivery.

We’ll sort it quickly — just send:

  • Your order number
  • A short description
  • A photo (if damaged)

Use our contact form or email info@timberfixit.co.uk.

Can I speak to someone for help?

Yes, we’re a small UK-based team and we know these products inside out. We offer phone support on 020 7112 899.

If you’re not sure which membrane, tape, or fixings are right for your build, just get in touch and we’ll advise. 

Can I get technical advice or installation help?

Definitely. You’ll find practical info on product pages, or head to our Installation Guides.

Still not sure? Send us details of your build (e.g. wall type, floor detail, airtightness layer) and we’ll recommend the right product setup.

How do I contact you?

Use the contact form or email us at info@timberfixit.co.uk.

We also offer phone support on 020 7112 899.

What are your support hours?

Our team replies to enquiries Monday to Friday, 9am–5pm (UK time).

We usually respond within one working day.

Product, Stock & Fit

Is this in stock?

Most items are in stock and ready for dispatch.

If anything is temporarily unavailable, we’ll let you know when it will be available.

For large or urgent orders, feel free to contact us and we’ll confirm availability.

Do you offer trade or bulk discounts?

Yes. If you’re ordering for multiple plots or need a project quote, we’re happy to help.

Contact us, or call us on 020 7112 899, with quantities and we’ll send a custom offer.

Is there a warranty or guarantee?

All products are guaranteed to be fit for purpose and free from defects at the point of delivery.

If something arrives damaged or fails prematurely, let us know and we’ll put it right.

How do I know this will work for me?

Each product page explains:

  • Where in the build-up it goes
  • What it’s compatible with (e.g. timber, OSB, insulation types)
  • Key installation tips

Still not sure? Send us your spec and we’ll guide you.

Company Info & Trust

Where are you based?

TimberFixit is a UK-based company, but all products are shipped directly from Rothoblaas, our trusted European supply partner. This setup allows us to offer a wider product range and consistent stock availability.

Orders are processed and supported by our UK team, with deliveries sent straight from the Rothoblaas warehouse to your site.

Are you a UK company?

Yes, TimberFixit is UK-owned and run by a team with experience in timber frame, retrofit, and airtightness products.

Do you have reviews or case studies?

You’ll find reviews on most product pages.

We’re also building out customer case studies; if you’ve used TimberFixit on your project, we’d love to hear about it.

Do you offer trade accounts or loyalty schemes?

We don’t run a formal trade account scheme yet, but we do offer:

  • Bulk discounts
  • Custom quotes
  • Priority support for repeat buyers

Just get in touch if you buy regularly or at volume.

Ordering & Payment

What payment methods do you accept?

We accept all major UK and international methods:

  • Visa / Mastercard
  • American Express
  • PayPal
  • Apple Pay / Google Pay
  • Shopify Pay

All payments are secure and handled via Shopify.

Can I get a VAT invoice?

Yes, you’ll receive a VAT invoice automatically by email when you place your order.

Need another copy? Let us know.

Do I need to create an account to order?

No, you can check out as a guest.

Creating an account helps if you want to:

  • Save delivery addresses
  • View past orders
  • Reorder faster in future

Still have a questions?

If you have any questions or need any help then please just get in touch with our team.

Contact Us