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Delivery & Returns

Please note that all information on this page refers to online shop orders only.

For our timber products, lead times can vary from a matter of days for stock items, to a few weeks for customised orders. Our sales teams can advise on current lead times at the point of order. More information on delivery of timber can be found on our technical support page.

How long will my shop order take to be delivered?

We endeavour to hold all shop items in stock and aim to have your order delivered to site (or to your home) within a few working days, deliveries to Islands may take slightly longer. Orders placed before 1pm Monday-Thursday are dispatched the next day; orders placed after 3pm will be dispatched the day after next; any orders placed Friday-Sunday will be dispatched on the Monday (except Easter Monday & Festive holidays). We use a 2-3 FedEx® delivery system for all orders weighing over 2KG and would therefore expect the vast majority of orders to be delivered within 4-5 working days.

Delivery costs – UK

For the majority of our shop orders, we work with FedEx® to provide a reliable and efficient delivery service. For smaller orders up to 2KG, we use Royal Mail recorded delivery at a cost of £6.60. FedEx delivery costs are calculated based on the total order weight up to 65KG, as outlined below. Shop orders over the value of £150 are eligible for free delivery to mainland UK and Scottish Islands. For deliveries outside of these locations please contact us for delivery charges.

We are sorry that we are currently unable to ship to Northern Ireland, Guernsey and Jersey.

Weight (KG)Delivery Cost (£ ex VAT)Delivery Cost (£ inc VAT)Carrier
Up to 2KG£6.60£6.60 (no VAT applicable)Royal Mail
2 - 19.99£14.50£17.40FedEx
20 - 24.99£15.85£19.02FedEx
25 - 29.99£17.20£20.64FedEx
30 - 34.99£18.55£22.26FedEx
35 - 39.99£19.90£23.88FedEx
40 - 44.99£21.25£25.50FedEx
45 - 49.99£22.60£27.12FedEx
50 - 54.99£23.95£28.74FedEx
55 - 59.99£25.30£30.36FedEx
60 - 64.99£26.65£31.98FedEx

Click & Collect from Russwood [FREE]

If you would prefer to collect your order from Russwood in person, this can be arranged. Orders placed before midday will be available for collection the following working day; orders placed after midday will be available for collection in 2 working days. Orders placed over the weekend (Saturday & Sunday) will be processed on the Monday.


Due to the nature of the limited product range we offer online, it is unlikely that exchanges and returns will be required but we understand that it will happen from time to time.

To return an incorrect or faulty item, you must make us aware of this within 28 days of purchase. Once contact has been made by phone or email, we will arrange for a FedEx uplift which will be free of charge. We will then offer you a full refund or replacement item(s). We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.

If you would like to return an item that you no longer require or have ordered in error, we are happy to arrange for a FedEx uplift. However, we will not be able to cover the return cost which will vary depending on parcel weight and pick-up location. Upon request, we will provide an uplift quotation which once accepted, will automatically be deducted from monies credited to the card used for original payment.

In the case of a refund or exchange your card will be credited accordingly. We will credit all monies to the card used for original payment. This may take up to 10 working days to appear as cleared funds and please allow 2-5 working days for your refund/exchange to be processed.

Out of Stock Items

If a product is out of stock once your order has been placed, or we can only deliver part of your order, we will endeavour to get in touch straight away, either by email or by phone. We will explain the situation and advise on when we expect to have more stock available – we will also offer alternative options including cancelling your order.


We will credit all monies to the card used for original payment. This may take up to 10 working days to appear as cleared funds and please allow 2-5 working days for your refund/exchange to be processed.