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Frequently Asked Questions

I would like a quotation?

Please call our sales team on 0330 100 2530 Option 2 or email sales@edecks.co.uk between the hours of 8am and 5pm Monday - Friday and 8am - 12:30pm on a Saturday. Please note during busy periods we may be required to call you back.

How long will my delivery take?

Our delivery lead times vary depending on the product and are for estimation only, these are shown underneath the basket of each product. Lead times are also based on working days only and exclude weekends and bank holidays, however we may deliver on any of these days. Your order will be allocated on the longest lead time from the products you have ordered.

Will I receive a tracking number?

You will only receive a tracking number If your order is sent on an overnight parcel service and the email will come direct from our courier service. As you can appreciate most of our items are not parcel delivered items.

What happens when I place my order?

You will receive an order confirmation via email. Please also check your junk items in your emails and add to the senders safe list.

I have not received my Order Confirmation?

Please call the Security Team on 0330 100 2530 Option 4 during office hours Monday - Friday 8am until 5pm and 8am - 12:30pm on a Saturday and check that we have the correct email address and telephone number.

I want to change my order?

Please call the Sales team on 0330 100 2530 Option 2. This option is not available once the items have been sent out for delivery to you and are only available during office hours 8am until 5pm.

I want to change my delivery address or telephone number?

Please call the Security team on 0330 100 2530 Option 4 during office hours Monday - Friday 8am until 5pm and 8am - 12:30pm on a Saturday.

I want a specific delivery date?

Please call our Sales Team on 0330 100 2530 Option 2 who will quote you for this Monday - Friday 8am until 5pm and 8am - 12:30pm on a Saturday.

I want a specific delivery time?

The driver will endeavour to call 1 hour prior to delivery wherever possible, however this is not possible for parcel orders and some pallet deliveries.

How will I get my invoice?

You can print your invoice here. This will NOT be sent with your order.

How will I get my fitting Instructions?

You can print your fitting Instructions here. These will NOT be sent with your order.

How will I get my delivery date?

This will be emailed to you. You can also alert the transport team that you eagerly require a date here.

Do I have to be at home to take delivery?

Please note that we are able to leave the goods when it is safe to do so.

I cannot take delivery on the date you have specified?

Please call our transport team on 0330 100 2530 Option 1 Monday - Friday 8am until 5pm and 8am - 12:30pm on a Saturday. If you are unable to take delivery on the date given this may extend the lead time. If you get the answer machine please leave a message and someone will get back to you.

What do I do if I notice the goods are damaged?

If the goods are damaged, please sign to accept but note on the paperwork that the goods are damaged. If you sign for the goods in 'Good Condition' you will not be able to process a claim.

How can I return my item(s)?

If you are not satisfied with any item(s) you can contact our Customer Care Team.

My order is incorrect?

Please contact our Customer Care Team stating whether you wish to keep or exchange the item. Any new orders raised for a collection, exchange or a new delivery will be emailed to you to confirm any corrections. Photographic evidence must also be provided.

I want to cancel my order?

You can cancel an order within its lead time however there will be a 4% cancellation charge. If the cancellation takes place whilst the goods are out for delivery the cancellation charge will be 20% or the return haulage fee.

How long does a refund take?

All refunds are processed and can take up to 30 days, we will however do this as quickly as possible and aim to process within 7 days.