Delivery Information

We use carefully selected courier partners who provide fast and efficient delivery service from our depots nationwide. 

We deliver across the majority of mainland Great Britain, except for outlying islands and difficult-to-reach, remote areas. A list of excluded postcodes can be found by clicking here. We will look to increase our coverage to include more of these excluded postcodes as soon as possible.

Order Processing & Delivery Timeframes:

All orders are processed for delivery between 8.00 am - 5.00 pm on Monday to Friday (excluding bank holidays). Orders placed after mid-noon on Friday and orders received over the weekend will be processed on Monday. All estimated delivery schedules are based on a 2-7 day working days, depending on the product. Custom products could be longer.

Once you place an order online, we will email the order confirmation with estimated delivery date. We generally process and deliver them within 2-5 working days and target within 48 hours of receiving the order. Deliveries may take place between 6Am to 6Pm. However, in the case of non ‘off the shelf' items or special orders, which may need to be manufactured especially for your order, the delivery may be slower (10+ working days). 

While we try our best to ensure that you receive your order on time, we cannot guarantee our manufacturers' delivery schedules. Any changes in the delivery schedule will be notified to you via email.

We will notify you via email when the orders are dispatched, and a tracking number or ETA, if available will be shared. 

How  We deliver?

Our deliveries are made on lorries and are usually Kerbside Only and you will be responsible for moving the goods from the roadside to the property. In cases, where we use courier services for delivery of smaller amounts of lagging, tapes etc, we will deliver to your doorstep. It would greatly help if customers can mention any access restrictions to the delivery address, prior to placing an order with us or contact us if you have any questions. In cases where we have to redeliver, where any access restriction are not mentioned in advance, redelivery charges will apply. 

Delivery costs:

Carriage charges are calculated during checkout based on the product type, quantity and destination and are displayed on the checkout page. Delivery charges are paid at checkout.

We reserve the right to charge extra for delivery in cases where we have to collect the order from one of our depots across the country. In case the customer is unwilling to pay the carriage charges, we reserve the right to cancel the order. 

* T&C for free delivery:

We are always looking to expand our free delivery network coverage. Due to the different locations of our depots, we can only offer free delivery below a certain order amount to certain postcodes which are generally within 20-25 miles of our fulfilment depots. Please see below where we have tried our best to explain the different thresholds and areas where you can get free delivery. 

We have grouped certain products and areas to try and simplify our free delivery offering.

Technical / H&V Insulation Free delivery

Technical or H&V products include pipe insulation, ductwrap and cladding insulation. These products fall under the Pipe | Duct and H&V Cladding categories. However, please note that not all products under these categories are eligible for free delivery. Please refer to the delivery "Delivery Charges"  tab on every product page or checkout for accurate delivery charges. 

Group 1 - Free delivery on selected Technical insulation products on orders above £125 Ex.Vat. Click here to see the list of free postcodes for Group 1. 

Group 2 - Free delivery on selected Technical insulation, no minimum order. Click here to see the list of free postcodes for Group 2. 

Structural Insulation Free delivery

Insulation boards, Insulation batts, rolls, plasterboards, fixings etc are classified as structural Insulation

Free delivery on select structural products on orders above £455 +VAT

Brand Swap: 

We always try to deliver the brand of materials that you ordered. However, not all products are stocked at all distribution points. To avoid longer lead times due to material availability at our warehouse near you, we sometimes supply an alternate brand. For example, we could supply K-Flex pipe insulation, instead of Armaflex pipe insulation Or Stylite SPI EPS boards instead of Jablite expanded polystyrene boards.

The alternate materials we offer you are "similar approved" products and help lower the lead times. We will always email you to get your approval before we send the alternatives. If you are not happy with our brand swap, please let us know at least 18 hours before the delivery date, and we shall refund you in full.

If the product you ordered is costlier than the brand we deliver, we will refund the difference to you. If we are not notified of any issues by you or if the delivery is accepted, any cancellation thereafter will incur cancellation fees.

Accepting your Delivery:

Deliveries are Kerbside for bulky items. Small Items would be doorstep delivery.

In case of bulky items, we request a person to be present on-site to help with the offload. Hauliers will not be able to offload and failed delivery charges would be applicable.

Please check all goods before accepting the delivery. A signature upon delivery is mandatory for us to complete the delivery and have evidence of it being done.

If you will not be in at the time of delivery, you can nominate a person to accept it on your behalf. We request you to share the name and contact details of your nominated person with us via email well in advance, to ensure smooth delivery. However, if we cannot contact or locate this person, the delivery will have to be aborted and charges may be levied.

Once the proof of delivery (POD) is signed either by you or your nominated person, we consider the delivery completed and will not be responsible for the product unless it is found faulty due to a manufacturing defect. 

Please do not receive damaged goods. If any part of your delivery is faulty or damaged items please indicate on the delivery note and email us with photo or video evidence. When orders are signed for “unchecked” they will be deemed to have been received in good condition. No replacements would be entertained

We'd also alert you against booking fitters before you have received your goods. As much as we try to deliver on or within the time estimated delivery date, we cannot be held responsible for costs incurred by yourself as a result of delivery complications and/or delays.

Multiple Deliveries: All our warehouses do not stock all items. In cases where an order contains multiple items, you may receive split deliveries. We will notify the individual delivery date for each item in these cases.

Delivery Date: 

The order confirmation email that you recieve will have an estimated delivery date. Barring unforseen circustances (like vehicle damages, stock changes) we aim to deliver on the date mentioned on the email. Any changes, we will try our best to notify you

If the estimated delivery date mentioned is not convienient to you, please suggest an alternate date and notify us immediately 

In cases where we have to depend on third-party services, like haulier and courier companies, we cannot guarentee that delivery will be made on the estimated delivery date. In most cases, the customer will recive a call 30-60 mins before delivery. Where possible, the tracking details will be shared via email or text.

Failed Delivery:

If you or the person you nominate is not able to recieve the delivery or is not present on site at the time of delivery, we reserve the right to charge for failed delivery. Redelivery will only be made once the failed delivery charges are paid.

For small items, if possible, please indicate a place where it is safe to leave the parcel, if no one is in to sign for the delivery. 

Special Delivery Requests:

In case of special delivery requests your order will be delivered using a different courier or haulage company. Additional delivery charges may be applicable in these cases and we will notify you via email before we dispatch them, so we can receive an additional payment if required for the extra courier charges. 

Please mention your special delivery request in the "Order Notes" section on the checkout page, if your order needs any special delivery requirements. Alternatively, you can also write to enquiries@buyinsulationonline.co.uk before you place any such requests. 

Restricted Access:

Before you place an order with us from areas that do not have unrestricted access, please email us or uor call us to check if we can do deliveries in your area. Delivery to restricted areas depends on the type of product you ordered and your geographical location. Such delivery requests, if carried out, may incur additional charges.

Restricted access areas may include steep hills, double yellow lines, a red route, narrow lanes, low bridges, or restricted-width roads. If you are unsure, please email us at enquiries@buyinsulationonline.co.uk and provide your inquiry. If you do not notify us of any access restrictions before delivery, we reserve the right to refuse delivery and charges may be levied.