Delivery and returns
Epwin Group Plc – Website Privacy Notice
Please note that the information given in this section applies to orders placed directly with Ecodek by calling 01978 667 840 or emailing enquiries@ecodek.co.uk. If you have ordered via a stockist please check with them for charges and policies.
Lead time and delivery time
The lead time is the number of working days we will take to process your order and arrange for your goods to be with the courier, after receiving your payment. We estimate this to be a maximum of 10 working days and we aim to have your order ready for dispatch before this. The lead time does not include the delivery time – i.e. the number of working days our courier will take to deliver the goods to you. At the point your order is ready for dispatch a member of the Ecodek team will contact you to let you know that your order is ready to be dispatched and will confirm that you are available to accept delivery. Our standard delivery service is next working day.
Our customer service team is on hand to discuss delivery arrangements as we appreciate that special arrangements may be required to receive your Ecodek order. If you would like to discuss your delivery please contact Ecodek with your order number to hand on 01978 667 840.
Delivery service
Please note that all deliveries will be a single person, curbside delivery service with drops being made anytime between 9am – 5pm Mon-Fri, excluding bank holidays. Our aim is to call approx 45mins – 1hr prior to arrival however, we cannot guarantee this for reasons outside of our control.
Our products are delivered by a third party courier and as such no assistance to unload is provided. Please ensure that you have a minimum of 2 people to off load your delivery by hand and allow time for unloading. Unobstructed access to the delivery address is essential to off load. If you are aware of restrictions such as narrow roads or low bridges that affect your delivery please raise these at the point of order.
The decking boards and associated products will be delivered on a pallet and will be supplied in protective packaging. Please note that both the pallet and packaging are part of the order and therefore disposal of these items is your responsibility.
If you would like to discuss your delivery arrangements or require assistance with your delivery at additional cost, contact our customer service team on 01978 667 840.
Delivery charges
Our delivery rates are calculated according to the size of your order and will be confirmed either over the phone or on your order acknowledgment from Ecodek. Some postcodes in the UK are subject to additional charges and in some remote areas we may be unable to schedule a delivery.
Please note, we are constantly updating our delivery charges due to current fuel charges.
Receiving delivery
If possible, please check your order from Ecodek for any signs of damage before signing for your delivery. If you are unable to check, please sign as ‘unchecked’. Please notify us of any damage by email (including photographs) to enquiries@ecodek.co.uk, within two working days of receiving your delivery. We will only be able to investigate damage if these guidelines are followed. Any damages reported after this period could be deemed to have occurred whilst the items were in your care and no claims will be possible. Please refrain from using your goods unless you are fully satisfied with your order.
A signature will be required at the point of delivery. If no one is present to take delivery of the goods from Ecodek you will be contacted to arrange a further delivery. Please note additional charges may be incurred from a missed delivery that was no fault of Ecodek or our chosen courier.
Undelivered goods
If your order has any missing items, or you have any concerns regarding your delivery, please call us on 01978 667 840, within two working days of receiving your delivery. Our opening hours are Mon-Fri 8.30am to 5pm.
Late delivery
Whilst we do our best to get your order to you on time, we cannot guarantee a delivery date for your order. For this reason we recommend that you do not schedule installation work to take place until all your decking components have arrived in full.
Returns
For details of our Returns and Cancellation Policy please refer to our full terms and conditions found here.
Terms and conditions of sale
For full T&Cs of Sale please click here.