Shipping policy
Where We Deliver
We currently deliver to mainland UK addresses only. Unfortunately we're unable to ship to the Scottish Highlands and Islands, Northern Ireland, the Channel Islands, or the Isle of Man at this time. If you're unsure whether your postcode is covered, get in touch before ordering and we'll check for you.
Dispatch Times
Timber Stone Metal and Home doesn't hold products in a central warehouse — each order is placed with the relevant supplier in our UK network and dispatched directly from them. This means dispatch times vary by product and supplier.
- Most standard items are dispatched within 3–5 working days of your order.
- Made-to-size, cut-to-length, or made-to-order items (such as certain timber, metal sections, and stone products) may take longer — this will be noted on the product page where it applies.
- We'll email you if there's any delay to your expected dispatch date.
These are estimated dispatch times, not guaranteed delivery dates. Occasionally, supply issues beyond our control (adverse weather, courier delays, supplier stock issues) may affect timings, and we'll always keep you updated if this happens.
Delivery Costs
Delivery is free on all orders to mainland UK addresses — the cost of getting your order to you is already built into our product prices, so there's nothing extra to pay at checkout.
Bulky & Heavy Items
Many of our timber, stone, and metal products are bulky, heavy, or delivered on a pallet. For these items:
- Delivery is usually kerbside (to the nearest safe, accessible point at your property) unless otherwise stated — drivers are not typically able to carry items into your home, garden, or garage.
- You'll need someone available to help unload where required, and suitable access for a delivery vehicle.
- Please check dimensions and access requirements carefully before ordering, as we're unable to cover costs for failed deliveries caused by access issues at the delivery address.
Tracking Your Order
Where tracking is available from the supplier or courier, we'll email you tracking details once your order has been dispatched.
Missed or Failed Deliveries
If a delivery attempt is unsuccessful because nobody was available to receive it, or because of restricted access at the delivery address, the courier may leave a card with instructions, or the order may be returned to the supplier. Redelivery may carry an additional charge, which we'll let you know about before rebooking.
Damaged, Faulty or Missing Items
We know bulky materials can occasionally be damaged in transit. Please inspect your order as soon as it arrives and, if anything is damaged, faulty, or missing, contact us within 48 hours of delivery with your order number and photos of the issue. We'll sort out a replacement, refund, or resolution as quickly as we can with our supplier.
Order Changes & Cancellations
If you need to change or cancel an order, contact us as soon as possible. Because orders are placed directly with our suppliers, we may not be able to make changes once an order has been dispatched, but we'll always do what we can before that point. This doesn't affect your statutory right to cancel certain orders under the Consumer Contracts Regulations — see our Refund Policy for full details.
Questions?
If you have any questions about delivery before or after you order, contact us via our Contact page, email ts-home1@outlook.com, or call +44 7947 635852 and we'll be happy to help.