FAQs

Please find below the answers to our most frequently asked questions. If you have any further questions, feedback or suggestions that are not listed, then do please contact us.

Ordering Fencing

When will my order be processed?Usually same day, or next working day if placed in the evening, weekend or a bank holiday.

Will a confirmation be issued for an online order? Yes, an email confirmation is sent, followed by an email sales invoice upon processing.

Will a confirmation be issued for a telephone or mail order? Yes again, an email sales invoice is issued upon processing. If you have no e-mail then a physical copy can be posted to you.

Will VAT be added to an order at the checkout? Our prices include VAT.

Will anything else be added to the order total? Our delivery is included as shown upon each product detail page. Some distant locations do incur additional delivery surcharges but this is outlined within the checkout.

Why do you show the RRP (recommended retail price) for each product? This is the typical 'High Street' price, to emphasise the saving given by 'Our price'.

So are the prices shown the UK's lowest? That's our aim upon our branded products, but with over 800 models it's hard to guarantee it!

But I've found a lower price elsewhere? No problem, just complete a Price-Match request and we'll do our best to beat it!

Making Payment

What payment methods are accepted for secure online orders?Visa and MasterCard credit cards, Visa Debit, Solo, Electron and Maestro debit cards.

What payment methods are accepted for telephone orders? Visa and MasterCard credit cards, Visa Debit, Solo, Electron and Maestro debit cards.

What payment methods are accepted for mail orders? BACS, Bankers draft or Company cheque, made payable to "Taylored Investments Limited".

When will a card payment be processed? Payment is authorised upon order, when the despatch request is issued to a manufacturer.

Are there any surcharges for a credit card payment? No, we do not make or take any surcharges.

Security

So is it safe to order online and provide card details?Yes, your details would be captured securely upon our Thawte 128bit secure server.

Will the details remain stored upon the server indefinitely? No, but securely held for around 6 months in case of order variation.

Will my name and address details be passed to any other organisation? Only the delivery address is passed to our manufacturers, to enable your order to be fulfilled (not for marketing). Billing address is only given to the manufacturers if it is also the delivery address. Payment details are never passed to our manufacturers.

So I assume I won't be plagued with any sales or marketing calls? Correct. You will only be contacted in the event of an order query or issue.

Delivery

Delivery throughout the UK Mainland is free then?Yes, throughout the majority of mainland England, Wales and Scotland.

Are there any exceptions? Unfortunately for some distant locations there is a surcharge applied by the manufacturer. See product pages for specific details.

So can you deliver to Ireland, Isle of Wight / Man or the Channel Islands etc? We may be able to, so contact us advising your exact location and product of interest.

How about an export order? We use our manufacturers' delivery infrastructure and unfortunately none of our manufacturers export items outside of the UK.

Why are delivery periods given in working days? Our manufacturers tend to work this way, thus we pass on their timescales in good faith.

A delivery period says "typically 7 working days" (for example), how accurate is this? We update these timescales based on manufacturer input. The information is as accurate as possible at time of order, however delivery may be slightly sooner or later than this.

So how will I know when the delivery will be? Our manufacturers telephone our customers generally two to three days in advance of delivery.

What happens if I cannot accept the date given? No problem, just advise the manufacturer that a revised date is required.

Can a weekend delivery be accommodated? Usually not, as our manufacturers deliver weekdays only. Contact us if a problem.

Can a delivery time slot be agreed? Only at our manufacturers discretion. Ask when being contacted with delivery date.

Does someone need to sign for the product on delivery? Ideally yes, to ensure the product is correct, in good condition and acceptable.

But I don't want to take a day off work waiting? Okay, just provide email authority for the product to be left and that you accept liability.

The delivery period has passed and the goods have not been delivered? Call us straight away. A manufacturing or delivery issue may exist of which we're unaware.

Something is broken or missing? Call us within 7 days, so that we can arrange replacements with the manufacturer.

 

Click here to view a video explaining our delivery system

 

Treatment

What does 'Pressure Treated' mean? Pressure Treated timber has been through a process of forcing a preservative deep into the wood and grain. This process helps to protect against rot and fungal decay, whilst increasing the life span of the product. It also means that you will not have to apply preservatives to your products. See the Pressure Treatment Process below. 

What does 'Dip Treated' mean? Dip Treated timber has been through a process of applying a preservative on the surface of the timber. This process helps to protect against rot and fungal decay, whilst increasing the life span of the product. Unlike with Pressure Treated products, Dip Treated products do need regular applications of treatments to maintain its lifespan. This treatment gives a familiar 'cedar red' appearance to the timber. Please see below the Dip Treatment process.