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FAQs

Who will deliver my order?

Our deliveries are made by Tuffnells Parcels Express. Certain outlying and offshore areas may be fulfilled by a 3rd party agency. For local deliveries your order may arrive on one of our own vehicles.

How long will delivery take?

At Timeless our products are made to order and shipped using a 3 day courier service. This whole process typically takes 7 to 10 working days but during our busiest periods it can be up to 14 working days from point of order to delivery. COVID 19 UPDATE – Our Customer Service, Workshop and Delivery services are continuing to operate as normally as possible under the current circumstances. Please be aware that ALL orders are now taking up to 6 weeks to be delivered and we thank you for your continued patience whilst we get your order to you.

How will I know when my delivery is due?

You will receive a notification email before your order is dispatched. If the date is unsuitable this can be re-arranged if we receive adequate notification of the new date.

Can I specify an AM or PM only delivery?

Our couriers can provide a premium AM delivery service – please contact us directly for further information.

Do I need to sign for my delivery?

No. Our delivery service providers Tuffnells are more than happy to leave the goods for you providing there is somewhere safe to do so and you accept that this is at your own risk. This could be a front garden, a drive etc – basically anywhere that isn’t a public road or pavement.

Do you offer weekend deliveries?

Our couriers can provide a premium Saturday delivery service – please contact us directly for further information.

Can I track my delivery?

Yes. Please call us on the morning of your delivery for your unique reference number which you can enter on the Tuffnells tracking portal at https://www.tuffnells.co.uk/track-and-trace for updates.

Can I collect from you?

Yes, you can. Collections from our workshop can be made during office hours with prior arrangement.

Will I need to treat my pergola?

As the timber employed in the construction of all our products is pressure treated then they will not require any further treatment for several years at least. However, to maintain their good looks from year to year, we would recommend that you consider applying further treatment periodically.

Can I paint my pergola?

Yes. We would recommend you purchase the light green colour version as you will find this easier to cover. You can use any paint that is suitable for use on exterior timber.

What tools will I need to construct my pergola?

Any tools required to construct the pergola will be shown in the relevant instructions for that product. Please bear in mind that if you are attaching your pergola to a wall or floor additional tools may be required.