OPENING HOURS: MON-FRI 8.30AM - 4.00PM & SAT 9.00AM - MIDDAY
LOCAL DELIVERY OR COLLECTION AVAILABLE

Frequently asked Questions

FREQUENTLY ASKED QUESTIONS

Below you will find the answers to our most frequently asked questions about our order process and delivery. If you are still unable to find an answer to your question then please contact us on 01787 375023 and we will do all we can to help.

This information is for guidance only and does not affect our Terms and Conditions.

ORDERING & DELIVERY

Do you deliver to my area?

We offer delivery by carrier to UK mainland only, not including the Highlands. We also deliver, using our own vehicles, within a 30 mile radius of Sudbury, Suffolk. Both carrier and Suffolk Farm Fencing deliveries incur an additional cost to your order. 

There are some items that cannot be sent via carrier and these will be marked as: Please note this item is not available for standard shipping. These items are only available for customers to collect from our premises at CO10 2XG.

For all our deliveries, assistance must be given to the driver for carrying heavy or awkward items.

Is delivery free?

Delivery is chargeable whether it is by our vehicles or a carrier.

The price of the delivery is determined by the zone that you require delivery to.

If you require delivery, please see ‘Local Delivery’ at the top of the page and add your zone to your order.

Can I collect my order?

Yes it possible to collect your order. We will notify you when your order is ready for collection. You will be welcome to collect your order within our current opening hours or outside of these hours by arrangement.

What happens once my order has been placed?

Once you have placed your order, we will contact you to confirm a delivery date.

When can I expect to hear a specific delivery date?

We will contact you within a few working hours of your order being placed to make arrangements for your delivery.

How long will I have to wait for my order to be delivered?

We aim to deliver within 2 working days. However this is subject to stock availability and current workload.

We can advise of your delivery day but not the time of delivery with our standard delivery charge. A more precise timed delivery can be provided at an extra charge. 

What happens if an item is out of stock?

All items are subject to availability. We will inform you as soon as possible if the goods you have ordered are not available by email or telephone.

You can then decide whether to wait for the item(s) to become available; or should you chose not to wait, you can receive a full refund for the items if the order has been paid for.

Can I change the details on my order?

You are able to correct errors on your order up to the point at which you click on ‘place order’ on the final page of our ordering process.

It is possible to change your order at no charge up until the order is processed. After this time a handling charge of up to 10% may be levied depending on the work involved in making the amendments.

Can the order be left without me being at home?

Yes we can deliver the order while you are not at home. However it will be left solely at your risk.

In what form will the product be delivered?

Items sent by carrier will be wrapped or banded. Order delivered by our own vehicles will be loose.

Can the delivery be taken into my garden?

We can deliver to a place that is no more than 5 metres on level ground from where the delivery vehicle can be parked.

Any removal costs of, or damage to or by the delivery vehicle by leaving the highway on the instruction of the customer is solely at the customer’s expense.

Can I have my order delivered to my allotment?

Yes as long as within 5 metres on level ground from where the delivery vehicle can be parked.

Any removal costs of, or damage to or by the delivery vehicle by leaving the highway on the instruction of the customer is solely at the customer’s expense.

My items arrived with parts missing or damaged – What should I do?

In the unlikely event of this please notify us with 24 hours of delivery and take photos where damage has occurred.

Shortages or damage claims cannot be made where the delivery note is signed for and is clear.

PAYMENT & RETURNS

When is payment required?

Payment should be made as soon as possible in order to complete the ordering process. We will not be able to process orders and arrange delivery or collection until a payment has been received.

How can I pay for my order?

You can pay online using a Credit/Debit card or PayPal.

We also accept payment by BACS and by Credit/Debi card over the phone and Credit/Debit card or cash in person.

Can I cancel my order?

Under the Consumer Contracts Regulations 2013 law you have the legal right to cancel your order from the moment it is placed until 14 days from the day you received it.

If you wish to cancel an order that has been paid for but not yet delivered or collected then we will be happy to provide a full refund less any payment processing and handling costs (if it has already been wrapped, bound or pallatised).

If you wish to exercise your right to cancel this contract after your order has already been despatched please follow the procedure set out below:

  • Should you wish to return anything bought from us, we will be happy to provide a refund or exchange provided it is in fully re-saleable condition, within 14 days of delivery less any payment processing and handling costs. Where the order was executed correctly the customer is responsible for the costs of returning the goods.
  • If we find that the product returned to us in damaged condition and unsuitable for resale, we reserve the right to refuse a refund on the item, or to deduct up to 50% of the original selling price from the refund amount.

How do I arrange to return items?

You can arrange for your returns to be collected by contacting us on 01787 375023 or by email to sales@sffencing.co.uk, giving the invoice number, item number, stating the reason for the return and whether you want a refund or a replacement.

We will refund the price of the item to you or exchange the goods if they were delivered to you in error or in a damaged or faulty condition once it is received by us. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods.

Are there any restrictions on items that I can return?

Your right to return goods exclude Special Order products which have been made to your specification unless found to be damaged or faulty on delivery to you. In these cases the goods will be replaced without charge.

PRODUCT INFORMATION

OPENING HOURS

MON-FRI 8.30AM – 4.00PM
SAT 9.00AM – MIDDAY

FIND US AT

MILNER ROAD CHILTON IND. EST.
SUDBURY SUFFOLK CO10 2XG
T 01787 375023
E SALES@SFFENCING.CO.UK