Delivery & Dispatch Information
Dispatch times
In-stock items are dispatched the same day when ordered before 1 pm, Monday–Friday, excluding bank holidays. Orders received after this time are dispatched the next working day.
Other standard items are dispatched the next working day.
Customised and bespoke items have individual lead times. Confirmation of the expected lead time will be sent after ordering.
Dispatch refers to when goods leave us. It does not mean delivery will take place that day.
Our couriers
We use UPS for standard parcels and DX for long-length items, such as tracks and aluminium profiles.
Some orders may arrive in separate deliveries where products require different courier services. Please check your dispatch information before reporting an item as missing.
Delivery charges
Free delivery is available on eligible orders over £300. Exclusions include barriers, long lengths and complete doorsets.
Applicable delivery charges are displayed at checkout.
Tracking and delivery times
Tracking information will be provided once available following dispatch.
Delivery dates are estimates unless a guaranteed service has been expressly agreed. Courier delays, adverse weather and other disruption may affect arrival times.
Please avoid arranging installation work solely around an estimated delivery date.
Delivery addresses and access
Please provide a complete delivery address, postcode and contact telephone number.
For deliveries to sites, include the site name and any relevant access instructions. Ensure someone is available to receive the goods and that long-length items can be safely accepted.
If an address needs changing after ordering, contact us immediately. Changes may not be possible once goods have been dispatched.
Checking and signing for your delivery
Before signing, check the external packaging for damage and confirm the number of packages received against the courier’s delivery record.
If packaging is visibly damaged, ask the driver to record the damage on the delivery record and take photographs. Do not sign a statement confirming good condition if visible damage is present.
If damage is severe, refuse the affected package and contact us immediately.
A delivery signature records receipt; it does not by itself confirm that concealed contents are undamaged.
Damaged, missing or incorrect items
Notify us of any damaged, missing or incorrect items within 24 hours of receipt.
Unpack and check your delivery promptly against the order and any packing list supplied.
Email info@doorparts.co.uk with:
- Your order number.
- The affected product and quantity.
- A description of the damage or discrepancy.
- Photographs of the goods, external packaging, internal packaging and shipping label.
- Details of any damage recorded with the driver.
For assistance, call 0333 038 7773.
Keep all packaging and affected goods until we confirm they can be disposed of or returned. Do not install or use damaged items.
Prompt reporting helps us investigate and raise the issue with the courier. Delayed notification may make this more difficult. This reporting procedure does not exclude any rights that cannot lawfully be excluded.
Delivery marked as received but not located
Check with colleagues, reception, goods-in and any designated delivery location.
If the goods cannot be found, contact us promptly with your order number and tracking details so we can investigate.
Failed delivery attempts
If delivery cannot be completed, follow the courier’s instructions or contact us for assistance.
Any applicable redelivery or return charges will be explained before further arrangements are agreed.
Returns
Please contact us before returning any goods. Reporting delivery damage or a shortage is separate from requesting a return of correctly supplied goods.
Returns are handled in accordance with our returns policy and applicable terms and conditions.
Click & Collect
For collection options and instructions, please see our Click & Collect page.