Shipping Policy

Delivery Methods and Timing

All orders from Kirmell are shipped using DPD UK (or an equivalent tracked courier where required) to the delivery address provided when the order is placed. Once your order is dispatched, you will receive tracking information where available.

For most in-stock products, we aim to process and dispatch your order within 1 to 2 working days from payment clearance. Delivery times depend on the products you have ordered and the destination. Delivery usually takes 2 to 5 working days once dispatched. Delivery dates are estimates and cannot be guaranteed.

Some larger, longer, or heavier items may take longer to deliver and may require specialist handling. If your order contains such items, we will advise the expected delivery timing when confirming your order.

Deliveries are typically made Monday to Friday during normal business hours. Deliveries are not usually made on weekends or public holidays unless an upgraded service has been arranged.

If you require delivery on a specific day, please contact us in advance so we can advise on available options. Saturday delivery and timed delivery slots may be available at an additional cost, subject to courier availability. Any extra charges and available delivery options will be confirmed with you before dispatch.

Please note that while we will always aim to dispatch your order using the delivery service selected, we cannot guarantee delivery on specific dates or times. All deliveries are handled by third-party couriers, and delays may occasionally occur outside of our control. For this reason, we recommend that you wait until your order has been delivered before arranging any fitting services or external work. We cannot accept responsibility for any costs, losses, or delays caused by late or failed deliveries.

Certain areas of the UK, including islands and remote locations, may not be eligible for Saturday or timed delivery services. If a requested delivery option is not available for your address, we will notify you and refund any additional charges paid for that service.

Shipping Charges

Shipping charges are calculated at checkout based on the products in your order and your delivery location.

Each product has a minimum order quantity. Where a product is made to order, minimum quantities and delivery charges may vary and will be confirmed at the order stage.

As order quantities increase, delivery costs may rise gradually to reflect packaging, handling, and courier costs. This helps keep delivery charges fair and proportionate for both smaller and larger orders.

For orders that are long, heavy, palletised, or delivered to remote/offshore areas, additional delivery charges may apply. If any additional charges are required, we will notify you before dispatch.

Minimum Order Quantities (by product)

Delivery Areas and Restrictions

We deliver to most UK addresses. However, some locations (such as Northern Ireland, Scottish Highlands, Isle of Man, and the Channel Islands) may incur additional charges or have longer lead times. If your address is subject to a surcharge, this will be shown at checkout or confirmed prior to dispatch.

If we are unable to ship an order to your location using our standard services, we will contact you with options (alternative courier, revised charge, or cancellation and refund).

Pallet, Large Item, and Kerbside Deliveries

Some items may be shipped on a pallet or via a large vehicle due to size, weight, or packaging requirements. These deliveries are typically made to the kerbside (the nearest suitable point the vehicle can safely stop).

For pallet or heavy deliveries, it is the customer’s responsibility to ensure:

• Clear and safe access for the delivery vehicle (including large vehicles where applicable)
• Someone is available to receive the delivery
• Appropriate unloading arrangements are available where required (for example, on-site lifting/unloading equipment for certain deliveries)

If the delivery location is residential or has restricted access/unloading, please contact us before ordering so we can advise what’s possible. In some cases we may be unable to complete delivery if safe access/unloading cannot be provided.

Dispatch, Split Shipments, and Stock Availability

We aim to dispatch complete orders together where possible. If an order contains items with different lead times, we may:

• Hold the order and ship once all items are ready, or
• Split the shipment (where practical) so you receive in-stock items sooner

If any item is out of stock or delayed, we will contact you with an updated timeframe.

Checking Your Delivery (Damage, Shortages, and Missing Parcels)

Please inspect your delivery as soon as possible. If the outer packaging is visibly damaged, note it with the driver where possible and take photos.

If your order arrives damaged, incorrect, or incomplete, please contact us promptly with your order number, item details, and photos where relevant so we can investigate and resolve the issue (replacement, parts, or refund where appropriate).

Missed Deliveries and Address Errors

Please ensure your delivery address and contact details are correct at checkout. If a parcel is returned to us due to an incorrect or incomplete address, or if delivery fails because nobody is available to receive it, we may need to charge for re-delivery (or deduct the courier costs from any refund).

Tracking and Proof of Delivery

Where available, tracking details will be provided once your order has been dispatched. Please follow the tracking updates for delivery progress and any delivery instructions from the courier.

Contact

If you have questions about delivery lead times, access restrictions, urgent delivery requirements, or anything else, contact us before ordering.

Email: [email protected]
Phone: +44 (0) 121 456 3141