Tree House Black

We have a simplistic and transparent shipping policy available to our customers whether you are a trade client or a direct customer.

Trade/Wholesale Customers

All trade/dealer account customers’ orders will be dispatched from Warehouse and within 1 working day. Providing that the minimum order value has been met, delivery is 'Free of charge' and will usually take two (2) working days. We manually review all orders; therefore, should any products be out of stock; we will give you the option of lay away or be more than happy to place a priority order request direct from the factory.

Retail Customers

Shipment processing time All orders are processed within 1 business day. We do when possible, ship customer orders on Saturday's however this collection slot is not guaranteed with our Couriers. If there will be a significant delay in shipment of your order, we will contact you via email or telephone on 01643 829 488

Shipment confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will normally be active at the start of the next working day however can take up to twenty four (24) hours.

Customs, Duties and Taxes

Any orders which attribute Duty or Additional Taxes remains the liability of the customer. Please check with your local Customs department if you wish to work out any costs.

Damages

We fully insure all purchases from dispatch to delivery, however each courier operates its own damage reporting process. If you have a delivery which is damaged and can refuse delivery, then please refuse delivery and immediately contact us via telephone quoting your order number. If you cannot refuse delivery as its been made, then please contact us immediately to report the damage to the goods so that we can assess the situation and open a claim with our courier. Once a claim has been agreed by the courier, we will replenish the order free of charge. (Note that claims based on courier choice can take up to 30 days and sometimes even longer.)