Frequently Asked Questions

The vast majority of our orders are dispatched and delivered within 3-5 working days. However hand-made, specialty items or items we need to order for you may take a little longer to dispatch. We indicate the lead time for special orders in the product’s information page. For more information, please contact support@milltimberdirect.co.uk.

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We currently deliver Monday – Friday, between 8am – 4pm.

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If you already have a trade account with us, just click here to fill in a short form so we can activate your account online.  We'll send you an email to set up a password. Once you've done this, just log in you're ready to go!  You'll be able to see your past orders, re-order, save delivery addresses, see your credit limit and more.

Activating your account generally takes minutes, but could take up to 48 hours.

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Please check our Delivery Zones & Charges. If your postcode is not listed, please either collect your goods, or contact us on support@milltimberdirect.co.uk or 01633 745 125 to see if we can arrange special delivery.

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We offer a kerb-side only delivery service. 

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Our opening hours are Mon-Fri 7.30am-4.30pm and Sat 8.00am-11.30am

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We offer free delivery on all orders over £200, excluding VAT. For orders under £200 a delivery charge will apply, depending on your location; please check our delivery zones and charges. If your postcode is not shown, please contact us to discuss special delivery options; support@milltimberdirect.co.uk or 01633 745 125.

There is an additional charge if you request a mechanical off-loading service.  Please contact support@milltimberdirect.co.uk for more information.

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Please bring the payment card you used and have a copy of your “Ready to Collect” email either printed or electronically with your collection reference number.

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Collections can be made during branch opening hours: Mon-Fri 7.30am-4.30pm and Sat 8.00am-11.30am. Please wait until you receive a “Ready to Collect” email before heading to the branch.  Bring the email and your payment card with you.  We will aim to get in touch with you about collection within 24 - 48 hours. 

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If you already have a trade account with us, then yes you can. Just click here to complete a short form to let us know you'd like to access your account online.  We'll send you an email to set-up your password and once you've done this, you're ready to go! You'll be able to see past orders, your credit limit, save delivery addresses and repeat orders.

Activating your account online can take up to 48 hours.

If you do not already have an account with us, just give us a bell and we'll get you set up 01633 745 125.

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Stock will be held for 7 days after the stock is confirmed “Ready for Collection” by email.  

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Yes, you can return a product as long as long as it is in good, resalable condition.  However we cannot accept returns on bagged powders as we do not know the conditions they have been stored in & therefore we cannot sell. For more information please see Returns, or contact us at support@milltimberdirect.co.uk or on 01633 745 125.

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To amend an order please contact support@milltimberdirect.co.uk or call 01633 745 125. Making changes to an order depends on what stage it is at. We will not always be able to change an order but we will do our best to amend when possible.

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All major credit and debit cards will be accepted.

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We usually deliver most orders with Mon Timber branch vehicles. However, some deliveries may be shipped using a courier or haulage company.

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Currently we only deliver within the UK Mainland.

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We are able to offer mechnical off-load as a special delivery service, with an additional charge.  Please contact support@milltimberdirect.co.uk for more information.

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