Delivery and returns
We offer FREE Standard Delivery to most of mainland UK within 10 working days.
Unfortunately we do not ship to the following locations at this time:
Inner and Outer Hebrides, Orkney, Northern Scotland, Shetland, Isle of Wight, Isle of Man, and Northern Ireland.
If you require delivery to Northern Scotland, please contact us for a quote as it is not included in our free delivery service.
Typically within 5 working days of placing your order you will receive a dispatch email from Green Tree Doors detailing how you will be contacted about delivery of your order.
We use a range of couriers to deliver our products and as such, when your order has been received and processed, we will contact you by email to let you know which courier we have chosen for your delivery.
If you order is being delivered by DCTV, delivery usually takes place from Tuesday to Friday each week. We will contact you by phone a day or two before delivery to let you know a date and time slot (am or pm). Deliveries will be made within 10 working days of placing your order.
If your order is being delivered by TNT, we will contact you to let you know of your delivery date. We are unable to specify a time of delivery and it could be any time between 8am and 6pm Monday to Friday.
If you have ordered a large number of doors, your order will be delivered on a pallet by one of our pallet distribution networks. We will contact you to arrange a suitable delivery date. We are unable to specify a time and delivery could be any time between 8am and 6pm Monday to Friday.
If your order is being delivered by Royal Mail, we will contact you to let you know and once your order has been dispatched, delivery will be within 5 working days. A tracking number will be provided and delivery could be any time between 8am and 6pm Monday to Friday.
Please also ensure you read our Welcome Pack so you are aware of what to do in the rare event you receive damaged goods, as well as advice on how to store and finish your items.
Please check the packaging for any damage before signing, if damaged please sign for as damaged.
Someone will need to be at the delivery address you have given to sign and check the delivery. If no-one is available to sign for the goods please contact us to let us know by calling 01246 813131 or send us an email to firstname.lastname@example.org.
In some circumstances your order can be left in a safe place by the delivery driver but this will be at your risk and a claim for any damage will not be accepted. Please contact us so we can discuss the options.
If delivery fails on the proposed delivery date for large orders or after 3 attempts for smaller orders because there is no one available to take delivery and we have informed you the delivery was being made, then we reserve the right to charge for any further attempted deliveries. This would be the same for collections requested by the customer.
Our Express Delivery ensures delivery within 5 working days. We will contact you to let you know who will be delivering your order and when.
In order to find out how much express delivery will be, please add your chosen items into your shopping basket. Once your basket contains all the items you would like to purchase, you will see the express delivery charge towards the bottom. Please note this is all shown before you proceed to payment so you can see the calculation prior to placing your order.
All our Express Deliveries are to Mainland UK. Deliveries are scheduled to be attempted any time between 8am and 6pm Monday to Friday. Some courier companies will try and call before their time of arrival, however, we cannot take responsibility for this. Our delivery agreement with them is for deliveries between 8am and 6pm.
If you would like to collect your order, our collection address is:
Unit 9 North Magnet Business Park
High Hazels Road
Our Warehouse is open from 8am to 5pm Mondays to Thursdays and 8am to 4pm on Fridays. We are closed on Saturdays, Sundays and Bank Holidays. If you would like to collect your order, please contact us prior to making your purchase so we can agree a suitable date and time. Once this has been agreed, please select ‘Collection’ under the delivery section at the checkout.
If you aren’t able to make the agreed date and time of collection, please ensure you give us 48 hours notice by calling 01246 813131. If the agreed date and time is missed without our prior knowledge, the order will be cancelled and the items returned to stock.
From the North
To get to us from the North, travel down the M1 and turn off at junction 30 towards Chesterfield on the A616 (1st exit at the roundabout).
At the roundabout, take the 2nd exit towards Newark A616.
At the following roundabout, take the 3rd exit labelled Industrial Estate.
Follow the road until you reach Unit 9.
From the South
To get to us from the South, travel up the M1 and exit at junction 30 towards Sheffield A6135 and Worksop A619. Go right round the roundabout and follow the signs for Newark, A616.
At the next roundabout, take the 2nd exit towards Newark A616.
At the following roundabout, take the 3rd exit labelled Industrial Estate.
Follow the road until you reach Unit 9.
Receiving Your Order
When you take delivery of your items, please make sure to check them over before signing for them. Courier damage is rare and signing for your items without inspection will mean that if damage is found later, we can’t claim for damage in transit and we may need to charge you if you require a replacement or return. All damages need to be signed for as damaged at the time of delivery.
If there are any faults, defects or missing parts please contact our Customer Service Team on 01246 813131 or email us with details of your order and missing parts at email@example.com.
We cannot accept claims or returns for damage or scratched glass after the installation has begun. All deliveries are to a single address as provided by you and if this is not the correct address we reserve the right to charge for re-delivery. All deliveries must be signed for by a person over the age of 18.
Should we try and fail to deliver on the proposed delivery date because there is no one available to take delivery, then we reserve the right to charge for any further attempted deliveries, transportation charges or storage charge which we incur as a result.
Deliveries can be made any time between 0800 and 1800 on Monday to Friday, and whilst some courier companies will try and give some notice of their time of arrival, we cannot take responsibility for this. Our Agreement with them is for them to deliver between 0800 and 1800 (unless a time outside of this time frame has been agreed with you and the delivery company or ourselves).
We strongly recommend that you do not book fitters until your order has been checked and received.
Please do not attempt to install any defective product. We will replace any damaged or defective item, and where an item is not held in our warehouse, return the original goods to our suppliers. Installation is deemed acceptance that the product is fit for purpose. We also recommend using an experienced fitter to deal with your items, we cannot accept claims or liabilities for the misuse and treatment of our products.
Whilst in your possession, you must keep any products you intend to return to us in good condition. You will be responsible if they are lost, damaged or destroyed whilst they are in your possession as ownership and title of the goods passes to you on acceptance of the delivery and on signing the delivery note/handheld scanner.
30 Day Returns
If you would like to return any of the goods purchased from us, they must be returned to us in an ‘as new’ condition, in its original packaging and within 30 days of receipt by you. We reserve the right to check on arrival back at our premises that there is no damage or missing parts.
If you are unhappy with the product you received, you can return it to us within 30 days. If your items are not damaged and you have simply changed your mind or ordered the wrong item, there will be a collection and restocking charge which will be deducted from your refund once the items have been received into our warehouse and checked. Please allow 3 to 5 working days from us receiving your returned items, for your refund.
If you would like to exchange your order for a different size or style, we ask that you place a new order and we will arrange for collection of the original item/s. Once we receive the item back into our warehouse we will issue you a refund, minus the collection and restocking charge, within 3 to 5 working days.
Return fees are as follows:
- 1-2 doors – £36
- 3-5 doors – £55
- 6+ doors – £88
- Bifold – £88
- Frames – £25
You are more than welcome to arrange the return yourself at your own cost. However, please ensure the doors are packaged correctly as any returned items that are damaged in transit cannot be refunded.
These rights during the ‘Cooling off period’ and other rights or obligations only apply to consumers and not to business buyers.
As a consumer you have the right to cancel your order for any reason within 14 working days from the date of delivery. To do so you must notify us in writing (preferably email to firstname.lastname@example.org) as soon as possible.
Order not yet dispatched at time of cancellation
If the ordered products have not been dispatched by us at the time of cancellation we will refund to you all the monies paid by you within 10 working days, including the costs of delivery (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us).
Order already dispatched at time of cancellation
All orders that have been dispatched, whether in transit, or that have been delivered, that you require to be cancelled will need to be returned to us at your own cost. The return of goods can be arranged by you or by us. If you would like us to arrange the return, please call our customer service department to discuss or arrange so that you have a chance to reconsider once you know what the costs are. Alternatively, email email@example.com for details.
Any goods returned by you, using transport arranged by you must be returned to us in an “as new” saleable condition and within 14 days of receipt by you and we reserve the right to check on arrival back at our premises that there is no damage or missing parts. Any cost of replacing damaged or missing parts will be deducted from any monies owed. The return address is Green Tree Doors, Unit 9 North Magnet Business Park, High Hazels Road, Barlborough, Chesterfield, S43 4UZ. Once the return has been collected, you will need to contact our customer service department at firstname.lastname@example.org or on 01246 813131 and inform us of the tracking number.
Cancelling made-to-measure items
Any cancelled orders placed for made to measure products will be charged at the full sales price. We will make the reimbursement using the same means of payment as you used for the initial transaction.
If the product is received by you and has any damage to the outer packaging then this must be noted when signing the carrier’s delivery note or hand held computer. If you take delivery and find any items damaged or missing within the packaging then please report this in writing within 24 hours of delivery and send through photographs of said damage to email@example.com so that appropriate action can be agreed.
Any single items that may be missing or damaged can be replaced within 24 hours, subject to stock availability.