Can I specify a delivery date?
We aim to deliver within five working days, however due to individual products, delivery times may vary (Specials/Direct Orders).
When placing your order, please leave a note specifying the preferred day of delivery and our web sales colleague will contact you and discuss the next available date with you.
We aim to deliver same day if possible, subject to availability. If you require delivery on a different day, please inform us when placing the order.
If placing an order via the phone, please contact your local delivering branch and they should be able to schedule your delivery for preferred date or the next available date.
Will the delivery driver carry my goods into/onto my property?
Local delivery orders of larger items are kerbside only. (Speak with the branch if you need special assistance, we might be able to accommodate in certain circumstances).
Our Loft Loader is able to deliver directly to lofts.
Smaller items can be delivered directly to door.
Can I amend an order once it's been placed in branch/website?
Yes you can amend an order once it's been placed via the website or in branch, if placed in branch please contact delivering branch at least 24 hours before delivery date so we can remove/add the requested items before it's dispatched.
If order is placed via the website, contact Web Sales on firstname.lastname@example.org with the products you require added/removed at least 24 hours before delivery date so the changes can be processed.
If I have a question about a product before I order, who can I contact?
Please contact your local branch to speak to one of our sales team who will be able to assist you with your query.
Alternatively, call our Central Sales team on 0208 159 2629.
How do I get a quote for materials?
For quotes contact your local branch or alternatively email email@example.com.
Are the prices on the quote fixed prices?
We will honour a quote price for 30 days. Once the 30 days is up you will have to request an updated quotation.
Do you offer a timber cutting service?
Our Putney and Byfleet branch is equipped with a timber cutting facility, for all cutting enquiries contact firstname.lastname@example.org and your enquiry will be passed to your closest delivering branch.
Find out more about our cutting service here - https://allowaytimber.com/cutting-service
Do you have a Loyalty Scheme?
We do have a loyalty scheme called Alloway Rewards, for more information about the scheme visit: https://www.allowayrewards.com/
Spend £10k and receive £200 in rewards! (subject to Terms & Conditions).
Do you only supply to the trade? Do I need an account to purchase goods from you?
No. We supply to both trade and DIY customers, you do not need an account to shop with us however we do recommend signing up for a free account to receive a faster payment process, check transaction history and remain up to date on all our upcoming offers.
I have an account with you. Can I view my invoices online?
To view your invoices online, sign up or login to your account via the link:
Can I return an item or cancel a delivery?
If you require your delivery cancelled, please contact your delivering branch at least 24 hours before date of delivery so we can process the cancellation for you and refund you.
If you would like to return an item, you have 30 days to bring the item back to us in the original packaging and we will organise a credit for you.
If 30 days has passed and you want to return an item, you could be subject to a handling charge of 15%.
(Plaster and bagged products are non refundable).
View our Returns Policy here - https://allowaytimber.com/returns-policy