Shipping policy


Shipping & Delivery Policy

Thank you for visiting and shopping at Orlestone Oak. Below are the terms and conditions that constitute our Shipping and Delivery Policy.

Delivery Methods & Product Handling

Because our inventory ranges from standard fixings and accessories to heavy oak beams, bespoke frames, and large timber orders, delivery methods and lead times vary based on the items ordered.

  • Standard Parcel Delivery: Small accessories, hardware, and lightweight items are delivered via standard couriers (e.g., DPD, Royal Mail, or EVRi).

  • Heavy Freight & Timber Transport: Bulk timber, oak beams, and large structures require specialized flatbed, HIAB (crane offload), or freight delivery services.

  • Collection: Orders can also be collected directly from our timber yard by prior arrangement.

Order Processing & Production Lead Times

  • In-Stock Standard Items: Orders for off-the-shelf items are processed within 1–3 business days.

  • Bespoke, Custom-Cut, & Machined Timber: Custom orders, cut-to-size oak, and timber frames are made to specification. Production lead times vary depending on workshop schedules and will be communicated on your quote or order confirmation.

  • Dispatch Delays: Orders are not dispatched or delivered on weekends or bank holidays. If we experience a high volume of orders or weather-related transport disruptions, shipments may be delayed by a few days. Please allow additional transit days.

Delivery Rates & Estimates

Shipping charges for your order are calculated at checkout or detailed on your bespoke quotation based on order weight, dimensions, and delivery location.

Delivery Option Estimated Delivery Time Shipping Cost
Standard Parcel Courier 2–5 business days after processing Calculated at checkout
Heavy Timber Freight / HIAB Scheduled upon production completion Calculated via quote / checkout
Yard Collection Ready within 1–3 days (or post-production) Free

Delivery Access & Offloading (Heavy Timber Orders)

For large timber and oak deliveries:

  • Site Access: It is the customer's responsibility to ensure that delivery vehicles (up to large HGVs) have safe, clear, and legal access to the delivery site.

  • Offloading: Unless HIAB delivery is explicitly booked and confirmed, deliveries are typically kerbside only. Customers are responsible for providing suitable offloading equipment or personnel to unload heavy timber safely.

  • Failed Deliveries: If a delivery cannot be completed due to inadequate access or lack of offloading capability on site, re-delivery charges may apply.

Shipment Confirmation & Order Tracking

You will receive a Shipment Confirmation email containing your tracking number(s) once your order has been dispatched (for courier items) or a delivery booking call/email (for heavy freight shipments). Tracking information will become active within 24 hours of dispatch.

Customs, Duties, and Taxes (International Deliveries)

Orlestone Oak is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages & Transport Issues

Please inspect all timber and packaging upon arrival.

  • If an item arrives visibly damaged during transit, please record the damage on the courier's delivery sheet/driver's pod where possible.

  • Contact us within 48 hours of delivery at jbartontimber@gmail.com with photos of the damaged items and packaging so we can investigate and arrange replacements or repairs.

Questions & Delivery Support

For questions regarding shipping costs, site access, or delivery schedules, please contact our team: