Most orders are delivered within 15–20 working days from the date your order is placed.
When your order arrives, it is essential that you follow the inspection steps below. Failure to do so may affect our ability to replace damaged items free of charge.
Step 1 – Inspect the Packaging Before Signing
Before signing for the delivery:
- Carefully check all boxes and outer packaging for signs of damage, even minor dents or tears.
- If there is any visible damage, you must sign the delivery as “DAMAGED” instead of providing a standard signature.
Delivery drivers may discourage this, but you are entitled to mark the delivery as damaged where appropriate. This protects you and allows us to raise a claim with the courier if necessary.
Do not refuse the delivery, even if advised to do so by the driver. Refusing the delivery may result in additional redelivery charges.
Step 2 – Notify DIY Doors Immediately
If there is visible damage:
- Contact us by phone as soon as possible to report the issue.
- Take clear photographs of the packaging before opening.
- Email the photographs to damage@diy-doors.co.uk within 24 hours of delivery.
This timeframe is critical, as courier claims must be submitted promptly.
Step 3 – Unpack and Inspect All Items
After photographing the packaging:
- Carefully unpack all items.
- Check each door, drawer front and accessory for damage.
- If internal damage is found, email:
- A list of damaged items
- Photographs of each damaged item
- Photographs of the outer packaging
Please send all documentation to hello@diy-doors.co.uk within 24 hours of delivery.
If the outer packaging is damaged but the items inside are unaffected, there is no need to contact us.
Replacements
Provided the above procedure has been followed, we will arrange replacement items free of charge where damage is confirmed.
Failure to follow the inspection and reporting process, or failure to report damage within 24 hours of delivery, may result in replacement items being chargeable.
Why Reporting Within 24 Hours Is Required
Courier companies require damage claims to be submitted within a strict time window. If we are notified outside of this period, we may be unable to recover costs from the courier, which can affect replacement eligibility.