Shipping policy

At Casen Doors Ltd, delivery arrangements vary depending on the type of order placed. Please review the policy below carefully before confirming your order.

1. Supply Only Orders

For supply-only orders, delivery is provided on a standard basis. Unless otherwise agreed in writing, delivery will be made to the nearest safe and accessible roadside or kerbside point at the delivery address.

Please note that the client is required to arrange assistance for off-loading from the vehicle, unless a special arrangement has been requested and confirmed in advance.

Please arrange this once the delivery date has been confirmed.

Services such as off-loading assistance, carrying the door into the property, or moving the product to a specific location are not included as standard with supply-only orders. If any of these additional services are required, they must be discussed and agreed before dispatch, and additional charges may apply.

2. Supply + Fit Orders

For supply and fitting orders, delivery and installation may be arranged in one of the following ways, depending on scheduling and site requirements:

Option 1: Pre-Delivery Before Fitting
We may deliver the door to the address first, with off-loading and movement assistance arranged as required. Once the product has arrived and has been checked, we will then schedule the next available fitting appointment.

Option 2: Delivery and Fitting on the Same Day
Our team may deliver the product and carry out the fitting on the same day.

The delivery method for supply and fitting orders will depend on availability, access conditions, and the nature of the project.

3. Site Access and Vehicle Restrictions

Our standard delivery vehicle is a 7.5-tonne lorry. If the delivery address has restricted access, such as a narrow road, limited turning space, parking restrictions, or any other access issue, this must be reported to us in advance.

If a smaller vehicle or any special delivery arrangement is required, this may result in additional charges. Failure to notify us of access restrictions in advance may cause delays, failed delivery, or the need to rearrange shipment.

4. Additional Services

Any non-standard delivery service, including but not limited to:

  • off-loading assistance
  • carrying the product into the property
  • moving the product to a specific location on site
  • use of a smaller vehicle or special access arrangement

This is must be agreed in advance before dispatch. These services are subject to availability and may incur additional costs.

5. Delivery Notifications and Missed Deliveries

We will normally arrange or confirm the delivery date by SMS/text message, email or WhatsApp using the contact details provided by the customer. The customer is responsible for ensuring that these details are accurate and regularly monitored.

Where a delivery notification has been successfully sent and we have not received an automated failure or undelivered notice, the notification will be treated as received and the stated delivery date will stand. A reply from the customer is not required. If the customer cannot accept delivery on the notified date, they must contact us as soon as reasonably possible and before the Goods are dispatched.

If delivery cannot be completed because:

  • nobody is available to receive the Goods;
  • the customer has provided incorrect or incomplete delivery or access information;
  • an access restriction was not disclosed in advance;
  • the customer refuses delivery without a valid reason; or
  • the people, equipment or assistance required for off-loading are not available,

the delivery will be treated as a customer-caused failed delivery.

In these circumstances, we may return the Goods to storage and rearrange delivery for the earliest reasonably available delivery slot. The customer will be responsible for the reasonable additional costs directly incurred as a result, including waiting time, return transport, storage and redelivery charges. We cannot guarantee that the rearranged delivery will take place on the same day or the following day.

We are not responsible for third-party labour, contractor attendance, equipment hire or other third-party costs resulting from a customer-caused failed delivery. This section does not apply where the failed delivery was caused by Casen Doors or our delivery provider and does not affect any rights that cannot lawfully be excluded.