Delivery Policy

How we ship our products

We ship our products in either used cardboard boxes for flat pack and partially assembled products, or on pallets for large and fully fabricated items. Re-using cardboard boxes is even better than using recycled cardboard, as it saves delivery costs, manufacturing costs, energy costs and reduces the pollution associated with all of these.

DELIVERY OF ITEMS IN STOCK

Where we have products in stock we aim to deliver all goods in 5–7 working days. If the product is too bulky, or if your order quantity is large enough, your order may need to be sent on a pallet. If goods need to be sent on a pallet we aim to deliver in 7–10 working days.

DELIVERY OF ITEMS NOT IN STOCK

Items that are not in stock at the depot can take longer to deliver.  Fabricated items such as furniture, including benches and picnic benches, products requiring CNC work and the production of plastic wood will normally take 4-6 weeks but are currently taking longer due to exceptionally high order volumes.  We inform will you by email when your goods are dispatched and on the way. Please call if you need more details.

PALLET DELIVERY

If the goods are sent on a pallet and are less than 2 metres in length they can usually be unloaded from the delivery vehicle using a tail lift. If the pallet is longer than 2 metres or in other exceptional circumstances, the pallet will need to be unloaded using unloading equipment such as a fork lift truck. It is the customer’s responsibility to provide this equipment. Alternatively, the goods can be hand-balled off, but it is the customer’s responsibility to arrange this. If you wish to discuss your delivery requirements with us, please call on 01282 861325 option 1.

NOTIFICATION

We ask our carriers to try to contact you at least an hour before delivering your goods to make sure you can receive them at the time they are likely to be delivered, but is not always possible.  If you have a safe place where you are happy to have the goods left, you can complete the box on the Checkout page. 

Delivery charges

The shipping charge is shown when a product is put in the basket and is based on weight of goods and dimensions. We have a standard and long distance/London charge which is charged depending on the postcode. We only charge what it costs us to ship your goods.

If you have a problem with your delivery

If the delivery is late or has not turned up and our carrier has not contacted you, please contact us on 01282 861325 and we will sort it out directly with them. Though we ask all carriers to call you one hour before delivery this cannot be guaranteed.

If you are missing part of your delivery or if your goods are damaged in any way please contact us immediately and ensure that you have marked the delivery as being incomplete or damaged with the carrier on receipt. Missing goods will be sent as soon as possible. Damaged goods will normally need to be returned to Kedel Ltd.

CUSTOMER COLLECTIONS

Orders can be collected from the depot subject to stock availability. Select Customer Collection in the basket before proceeding to check out. On the checkout page use the Comments box to add notes about your preferred collection day stating am/pm. Collections can be made between 9am and 1pm, and between 2pm and 4.30pm Monday to Friday. This avoids our lunchtime, but if you need to collect during this period please call the office on 01282 861325 to make special arrangements.

Returns policy

Please check the goods on arrival to ensure that they are as ordered. If they are incorrect, damaged, or faulty, please notify our office within 48 hours, and give written notification either by email or post, including details of the defect and photographs, within 5 days of receipt of the goods. After examination of these details and if we accept liability, we will arrange for collection and replacement, or a full or partial refund as quickly as possible.

We will accept returns of goods which are not faulty, and which are surplus to requirements within 7 days provided they are returned in good condition at the customer’s expense. We will refund the value of the goods less the initial cost of shipping, and less a handling charge of 20%.