Ordering FAQ's

We have put together the answers for the most common questions which we are asked when customers are purchasing online. If you do not find the information you need here please do not hesitate to contact us. We are available Mon to Fri 8am to 5pm by phone or drop us an email and we will answer as soon as we can.

Delivery Information

We aim to use our own delivery vehicles with a two man delivery team for all of our worktop orders, enabling us to provide you with a true end to end service. Once an order has been placed through our website, a member of our sales team will contact you to schedule a suitable delivery date for your worktops. Our sales team will call you the day before the delivery is due to take place to confirm that you will be available to take delivery, as well as confirming an AM or PM delivery time. On the delivery day, you will receive a further call from our delivery team to give you an estimated delivery time - please expect this approx. an hour before they are due to deliver your worktops.

In case of urgent deliveries it may not be possible for our own delivery vehicles to deliver your worktops, if this occurs, we use a carefully selected carrier either offering two man delivery or with your consent a one man delivery. Please note an able bodied person must be available to help unload worktops when having a one man delivery.

Pure Tree Ltd cannot be held liable for any injury to persons unloading the delivery no matter how caused. It is the customers responsibility to ensure that all persons are strong enough to help with the delivery.

Delivery of Installation or Maintenance Products

For installation and maintenance products, we use a next business day delivery service. UKMail we are able offer an approximate timeslot for delivery which can be found through the UKMail Website Deliveries are made between 8am and 5pm and will require a signature. If you have a secure location or a neighbour who we can leave the goods with should you unavailable, please contact the Puretree sales office so that we can organise for the goods to be left accordingly.

Saturday or Urgent Deliveries

We do not offer Saturday or urgent delivery options through our website, however, please contact the Puretree sales office who will be able to discuss Saturday delivery options or urgent delivery requirements.

Damaged Deliveries

In the unlikely event of a damaged worktop or accessory being delivered, a photograph should be taken immediately and delivery paperwork should be marked as goods received damaged. This should then be reported to the Puretree sales office by phone immediately and confirmed in writing, with accompanying photos within 24 hours. We will then make further arrangements with you to replace the damaged goods at the earliest possible date.

Late Deliveries

All of our deliveries are made on a best endevours basis, and we are unable to guarantee any delivery dates. Pure Tree Ltd will not accept any liability if your order is delivered outside any previously agreed time or date. We will not be not responsible for any consequential losses incurred for late delivery no matter howsoever caused.

Made to Measure Worktop Lead Time

The vast majority of worktops which we supply are manufactured to order to allow you to design your perfect worktop. Our lead times are normally 1-2 weeks from the date of order, however, during busy periods or if the timber required for your worktop is not in stock, there may be a further delay. If this occurs we will immediately inform you either by phone or email and our sales time will endevour to keep you updated accordingly.

If you require you worktops to be delivered by a particular date, please contact the Puretree sales office to confirm production and delivery availability.

Payment Information

You can order securely online 24/7 or by phone Monday to Friday 8am - 5pm. We accept all major debit and credit cards and payment is made through our payment provider PayPal. Alternatively if you prefer, please contact our sales office to pay over the phone.

Returns

Under the distance selling regulations, a private Customer has the right to return standard size goods within seven days of the goods being received without giving a reason. If the goods have been dispatched, 

The goods must be returned to us at your own expense, in a saleable, as new condition and returned in their original packaging. A full refund will then be issued subject to the condition of the goods. Any delivery charges incurred by Puretree will not be refunded even if free delivery had been included with the order. Refunds will be processed within 2 working days.

Important - The vast majority of our worktops are manufactured to order and therefore these orders are not subject to the right of return under the distance selling regulations.

Please contact us for further information.

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    Registered in England & Wales | Company No: 07371492 | VAT No: 134 4562 24

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