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I have just missed my delivery will I be charged for it? Yes. Failed deliveries are typically charged at around £50. This also includes occasions where the driver is unable to deliver to you due to; lack of directions, driver has no assistance with heavy items, driver not able to establish telephone contact with you, driver unable to fit goods into your property. It is important, and it’s your responsibility to check all of these details before delivery please.
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DELIVERY DATES
When will you deliver to me?
If the goods you ordered are in stock we aim to deliver as quickly as possible. If you have any questions about this please contact our helpful team on 0800 195 0503.
Small items are sent with a parcel courier within 3 or 4 working days of when the stock becomes available. Courier deliveries are between 9am and 6pm.
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What happens if some of my items are out of stock?
As part of our commitment to the Environment, we prefer to deliver your goods altogether. If however, you have an urgent requirement for the instock items of your order, we can look at splitting the delivery. Both orders will incur any applicable delivery costs
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How will I be notified when my delivery will arrive?
Small Item Delivery - Small items are sent with a parcel courier within 3 or 4 working days of the stock becoming available. You can call us to request a date for delivery, or alternately we will book a date for you and send you an e-mail confirming when your order will arrive. Courier deliveries are between 9am and 6pm. If no one is in when they arrive they first contact your neighbours, failing that they leave a card so you can arrange another day and there is no charge for this.
Standard / Premium Delivery - When you have placed an order we will send you an e-mail confirming the furniture you have ordered and to advise when the stock will be available. Once the stock is ready to be delivered, we will attempt to call you to arrange delivery. In the event that we cannot contact you by phone, we may arrange the delivery date for you and inform you of the new date by text message and email. Don't worry; there will be plenty of time to rearrange if this delivery date is not convenient. On the day of delivery your driver will call you between 8-9am to let you know approximately when he is going to be with you. (This timescale is based upon satellite navigation information and can be subject to change due to heavy traffic, weather conditions etc).
For our customers in Scotland and the Southwest:
We will send you an e-mail to advise when the stock will be available. Once the stock is ready our delivery company will call you to book a delivery date. On the morning of the delivery day you will be contacted again and an estimated time of arrival given. Our delivery company typically calls on a Tuesday and Wednesday so that the delivery can be arranged for the Thursday and Friday after. It is crucial that we hold a daytime telephone number for you as we will not deliver without speaking to you first to ensure you are available to take delivery. Back to top of page.
Why do you need my phone numbers and e-mail address- I do not want to get SPAM for the rest of my life!
At Pinesolutions we treat your privacy with the greatest respect and confidentiality. We will never pass your details on to a third party without your permission.
Your e-mail address will be used for essential communications only: we will send you confirmation of your order, information regarding your order including order updates and if we cannot get hold of you via phone, information in relation to delivery. Very rarely we may send you information regarding sale launches and new ranges, but you can unsubscribe from this easily.
We will use your phone number to arrange delivery with you and for our drivers to speak to you to give you an estimated time of arrival. We often find it useful to have a landline phone number AND a mobile number to contact you on. It is very important that we have the correct contact number on the day of the delivery to avoid disappointment and further delivery costs. Should a delivery fail because if we cannot get in touch with you, this is typically £50.
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Can I book a specific delivery date?
Yes. To keep costs to yourself and Pinesolutions at a minimum we want to ensure that you are available to take delivery. You can therefore book a specific date.
We will call and e-mail you to advise you when the soonest possible delivery dates are.
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Can I book a delivery slot or a specific time?
Pine Solutions are unable to arrange a specific time for your delivery prior to your chosen delivery day, however the driver will call you between 8 and 9am on the morning of your selected day to give you and estimated time of arrival. (This timescale is based upon satellite navigation information and can be subject to change due to heavy traffic and congestion etc).
I have had problems with delivery drivers finding my address. Can I give special instructions?
Yes, please speak to one of us when booking the delivery date. Any information to help us find your address is much appreciated. Our drivers use satellite navigation, if your house is difficult to find please also ensure that we hold your up to date telephone numbers so the driver can ring you for directions.
With small items delivered by parcel courier this service is limited. However we can speak to the courier company to get a message to the driver on the day of delivery.
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Can I have next day delivery?
Yes, Next Day Delivery is available on in-stock items when the order is placed online or over the phone before 12noon. There is a small charge of £20 for our Next Day + Express Delivery services.
Next Day Delivery is not available to the following post codes: BA,BB, BD, BH, BT, CA, CF, DD, DE, DG, DH, DL, DT, EH, EX, FK, G, HG, HP, HS, HU, HX, IG, IV, KA, KW, KY, LA, LD, LL, LS, ML, NE, NP, PL, PR, SA, SR, TA, TD, TQ, TR, TS, WF, YO, ZE.
Next Day Delivery is available on a Saturday to the following areas: AL, BR, CB, CM, CO, CR, DA, E, EC, EN, GU1, GU11, GU14, GU21, HA, IP, KT, LU, MK, N, NN, NR, NW, OX, RG, RH4, RH7, RH11, RH19, RM, SE, SG, SL, SM, TN9, TN13, TW, UB, W, WC, WD
Please contact our sales team on 0800 195 0503 for more advice or details.
Many of our small items sent via parcel courier can also be sent on a next day service. This is not restricted to a specific area, as before call 0800 195 0503 to place you order before 12noon. At the time of ordering enquire about next day delivery and we will advise you of stock availability. However some areas in the Scottish Highlands are on a 2-5day delivery timescale. If you are in any doubt speak to us and we will check with our courier beforehand.
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Can I have delivery on a Saturday?
Yes, with the following restrictions. Our delivery companies offer Saturday deliveries. This is restricted to certain areas (usually in the area around the M25.) Please speak to one of our advisors to check availability in your area.
We can still speak to our delivery companies to see if they can offer us a price for a delivery to suit your needs.
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How quickly can you deliver goods to me?
We hold 1000's of items in stock at anyone time and endeavour to have the shortest lead times as possible. We will nearly always be able to deliver within the 21 days and will notify you at time of order if this is not the case. When you place the order you will receive an e-mail from us confirming the stock availability and the soonest possible delivery date.
If you have an urgent requirement call us with the items you wish to order, your full delivery address and your latest delivery day and we will tell you if we can supply the products in time.
Any products that are in stock can be delivered within 2-4 days . To check availability email us with the items you wish to order including their reference numbers. Alternatively our phone lines (freephone 0800 195 0503) are open Monday, Tuesday + Thursday: 08.30 – 21.00, Wednesday: 08.30 – 17.00, Friday: 09.00 – 17.00, and Saturday + Sunday 10.00 – 16.00.
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Do you deliver to Ireland, Northern Ireland, Channel Islands Scottish Islands, Isle of Man and Isle of Wright?
We can now deliver to Northern Ireland and some Southern Ireland destinations. Please view our Irish Delivery page for details.
Unfortunatley we are currently unable to deliver to the Channel Islands, Scottish Islands, Isle of Man or Isle of Wight.
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When do you deliver to my area?
We deliver to most areas every weekday. Please call our helpful team on 0800 195 0503 for further details.
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ABOUT THE DELIVERY SERVICE
I do not necessarily want to take a day holiday to take delivery. What are my options?
Deliveries of small items with our Parcel Courier can be left with a neighbour for example.
With our other deliveries we try to give as much notice as possible.
Our drivers may be able to call you at an allotted time before your delivery arrives if you need to get home to take receipt of your goods. If the driver is unable to deliver the goods on the prearranged day you will be charged for the delivery, this is typically £50.
If none of these options are possible for you we can still speak to our delivery companies to see if they can offer us a price for a delivery to suit your needs. Please call 0800 195 0503 to discuss your requirements.
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Who will deliver my furniture?
We use contracted delivery companies who deliver our furniture. They will identify themselves either by badge or in saying that the delivery is on behalf of Pinesolutions.
Our Parcel Courier is called Team C.
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I am physically unable to help the driver with the delivery. Can I get help?
Yes. With a few working days notice we will be able to book an assistant for the driver. This service is charged at an additional £10, although for orders over £500 this service if free. The driver and his assistant will unload the furniture, deliver it to your door and if you are happy for them to do so locate the furniture in the room of your choice.
As the drivers are under a lot of time pressure to get to the next delivery they are unfortunately unable to unpack the goods or remove your old unwanted furniture for you.
Please remember to measure all staircases, hallways and doorframes in addition to the place where you would like to place the furniture so that the driver and assistant will be able to locate the furniture for you safely and quickly.
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Will the driver bring the furniture upstairs and in the room I would like?
To keep our prices to a minimum, our drivers are unaccompanied. Please be aware that our drivers are neither insured nor contracted to take furniture upstairs, even in first floor flats, unless you request an assistant to the driver at the time you arrange delivery, we usually require a few working days to arrange an assistant to the driver.
For health and safety reasons we cannot guarantee that one driver on his own will be able to take the goods upstairs or locate the furniture into the room of your choice. It is up to the drivers own assessment of the situation and if he does not feel comfortable lifting the goods he has the right to say “sorry no”. PLEASE NOTE “taking goods upstairs” also covers flats which are not located on the ground floor.
With a few working days notice we will be able to book an assistant to the driver. This service is charged at an additional £10, although for orders over £500 this service is free. The driver and his assistant will unload the furniture, deliver it to your door and locate the furniture in the room of you choice.
Alternatively an able bodied person will need to be at the property to assist the driver. However again it is up to the drivers own assessment of the situation and if he does not feel comfortable lifting the goods with your help he has the right to say “sorry no”.
If you discover on the day of delivery that the goods are too heavy, the driver will do his best to place the goods into a reasonably safe place with you, however he needs to be on his way from there on.
If you are worried about the weight of the items you order, you can find those on the e-mail we send you. The PDF attachment has a column called UNIT KG, each item is listed separately with its corresponding weight in kilogram. Please note that large items (beds and wardrobes for example) are delivered in usually 2-3 boxes. The weight shown on your order is the combined weight of all boxes.
Even when booking an assistant please remember to measure all staircases, hallways and doorframes in addition to the place where you would like to place the furniture so that the driver and assistant will be able to locate the furniture for you safely and quickly.
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My flat is on the 1st / 2nd etc. floor.
To keep our prices to a minimum, our drivers are unaccompanied. Please be aware that our drivers are neither insured nor contracted to take furniture upstairs, even in first floor flats, unless you request an assistant to the driver is booked at the time you arrange delivery.
For health and safety reasons we cannot guarantee that one driver on his own will be able to take the goods upstairs or locate the furniture into the room of your choice. It is up to the drivers own assessment of the situation and if he does not feel comfortable lifting the goods he has the right to say “sorry no”. PLEASE NOTE “taking goods upstairs” also covers flats which are not located on the ground floor.
With a few working days notice we will be able to book an assistant to the driver. This service is charged at an additional £10, although for orders over £500 this service is free. The driver and his assistant will unload the furniture, deliver it to your door and locate the furniture in the room of you choice.
Alternatively an able bodied person will need to be at the property to assist the driver.
If you discover on the day of delivery that the goods are too heavy, the driver will do his best to place the goods into a reasonably safe place with you, however he needs to be on his way from there on.
If you are worried about the weight of the items you order, you can find those on the e-mail we send you. The PDF attachment has a column called UNIT KG, each item is listed separately with its corresponding weight in kilogram. Please note that large items (beds and wardrobes for example) are delivered in usually 2-3 boxes. The weight shown on your order is the combined weight of all boxes.
Please remember to measure all staircases, hallways and doorframes in addition to the place where you would like to place the furniture so that the driver and assistant will be able to locate the furniture for you safely and quickly.
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Will the driver build the furniture for me?
With our Premium Delivery service you can choose to have your furniture unpacked and assembled. This service is only available for part-assembled goods at present - if you wish to have your flat-pack furniture assembled a lot of our customers have used the service from The Flatpack Amigos. You can view their website at http://www.flatpackamigos.co.uk/. Please note they are a separate company to Pinesolutions, we simply refer to them as some of our customers have come back with very positive feedback!
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Could the driver take away my old furniture for me?
No. Pinesolutions does not offer a recycling service for your old furniture as we do not have the storage facilities available.
However, ask your local council. Many have either recycling schemes where you can take furniture to a local recycling centre or in some cases even offer a pick up service of unwanted furniture and even old electrical goods such as washing machines, some for a small fee.
For Norfolk you can find further information by following this link to Norfolk County Council web page.
Charity shops like Oxfam rely on donations of good quality furniture. All donations received are sold to raise money for Oxfam who use the money to overcome poverty. There are many branches in the UK, you can visit their web site; www.oxfam.org.uk.
There is an Oxfam Homeware Superstore in Luton (326 Dunstable Road, LU4 8JS), you can contact them on 01582 487114 or fax: 01582 876937.
Furniture that is still ok to be used you may be able to sell on at an internet auction site or some charities also have schemes for sheltered housing and temporary accommodation and might be very happy to receive donations.
Whatever you decide, please remember our environment! Thank you!
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Do you offer a recycling service for old unwanted furniture?
No. Pinesolutions does not offer a recycling service for your old furniture as we do not have the storage facilities available.
However, ask your local council. Many have either recycling schemes where you can take furniture to a local recycling centre or in some cases even offer a pick up service of unwanted furniture and even old electrical goods such as washing machines, some for a small fee.
For Norfolk you can find further information by following this link to Norfolk County Council web page.
Charity shops like Oxfam rely on donations of good quality furniture. All donations received are sold to raise money for Oxfam who use the money to overcome poverty. There are many branches in the UK, you can visit their web site; www.oxfam.org.uk.
There is an Oxfam Homeware Superstore in Luton (326 Dunstable Road, LU4 8JS), you can contact them on 01582 487114 or fax: 01582 876937. Whatever you decide, please remember our environment! Thank you!
Furniture that is still ok to be used you may be able to sell on at an internet auction site or some charities also have schemes for sheltered housing and temporary accommodation and might be very happy to receive donations.
Whatever you decide, please remember our environment! Thank you!
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What can I do with the boxes and packaging? Can the driver take it away with me?
With our Premuim Delivery service the delivery driver will take away all packaging for you.
Please keep the packaging until you are absolutely certain you are happy with a product!
If you want to return or need to exchange goods we will ask you to wrap it in packaging sufficiently enough for it not to be damaged in transit.
Cardboard boxes need to be recycled separately from the usual newspaper and magazine recycling boxes, and polystyrene and plastic wrapping can be recycled where facilities exist.
Please contact your local council, they will advise you of your nearest recycling centre. Some councils even offer to pick up cardboard in you usual recycling bin, please check first.
For Norfolk you can find further information by following this link to Norfolk County Council web page
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I would like to buy a lot of furniture, can I get help?
Yes. To keep our prices to a minimum, our drivers are unaccompanied. With a few working days notice we will be able to book an assistant to the driver. This service is charged at an additional £10, although for orders over £500 this service is free. The driver and his assistant will unload the furniture, deliver it to your door and locate the furniture in the room of you choice.
A lot of our customers have used the service from The Flatpack Amigos who offer a furniture assembly service. Please note they are a separate company to Pinesolutions. We simply refer to them as some of our customers have come back with very positive feedback!
If you are worried about the weight of the items you order, you can find those on the e-mail we send you. The PDF attachment has a column called UNIT KG, each item is listed separately with its corresponding weight in kilogram. Please note that large items (beds and wardrobes for example) are delivered in usually 2-3 boxes. The weight shown on your order is the combined weight of all boxes.
Please remember to measure all staircases, hallways and doorframes in addition to the place where you would like to place the furniture so that the driver and assistant will be able to locate the furniture for you safely and quickly.
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I am unable to keep a date I have booked for delivery. What should I do now?
As soon as you find out you are unable to keep an appointment call us on 0800 195 0503. We will try our best to abort the delivery as to not incur any costs and to book you in for an alternative delivery date.
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How much do I need to pay for the driver to place the goods where I want them?
With a few working days notice we will be able to book an assistant for the driver. This service is charged at an additional £10, although for orders over £500 this service is free. The driver and his assistant will unload the furniture, deliver it to your door and locate the furniture in the room of your choice.
As the drivers are under a lot of time pressure to get to the next delivery they are unfortunately unable to unpack the goods or remove your old unwanted furniture for you. For certain areas we do have an unpacking and package removal service. Please refer to our delivery page for further information.
Please remember to measure all staircases, hallways and doorframes in addition to the place where you would like to place the furniture so that the driver and assistant will be able to locate the furniture for you safely and quickly.
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SUPPORT FOR YOU ON THE DAY OF DELIVERY
My delivery has not arrived on the specified day. What do I do?
Please call us immediately on 0800 195 0503 and have you order number to hand. We will speak to our delivery companies right away and find out what happened. Deliveries need to be booked in with us in advance and it may be that there has been a problem.
We usually try to contact you on the day and if you were unavailable on the day we may send our driver to his next drop instead so he does not loose time and no costs to us and the customer are incurred.
Our parcel couriers leave you a calling card if no-one is home. This sometimes is mistaken as junk mail- please check carefully.
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I have not received a call in the morning to give me an estimated time of arrival, what do I do?
Please call us on 0800 195 0503 and have you order number to hand. We will contact the driver and check the contact telephone number he has on file and for an estimated time of arrival.
The drivers often leave messages on answer phones- please check if you have any missed calls.
Please note you will not be telephoned for orders sent by our parcel courier Team C.
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I have not received a card to advise the courier has been.
Please call us immediately on 0800 195 0503 and have you order number to hand. We will speak to our delivery companies right away and find out what happened. Deliveries need to be booked in with us in advance and it may be that there has been a problem.
We usually try to contact you on the day and if you were unavailable on the day we may send our driver to his next drop instead so he does not loose time and no costs to us and yourself are incurred.
Our parcel couriers leave you a calling card if no-one is home. This sometimes is mistaken as junk mail- please check carefully.
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What happens if my delivery has not turned up by the time the office has shut?
Please send an e-mail to help@pinesolutions.co.uk we usually advise our customers that deliveries by our delivery companies are up to 6pm unless otherwise advised by our driver on the day. We would like to monitor up to which point our customers get delivered to.
Our parcel couriers leave you a calling card if no-one is home. This sometimes is mistaken as junk mail- please check carefully.
Once we are back in the office we will call you to see first of all if the delivery did happen and if not we will find out for you what the problem was. We shall then book another date for delivery.
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What happens if the goods delivered are not the goods I ordered?
Please e-mail help@pinesolutions.co.uk or call 0800 195 0503 for help. We will speak to our warehouse and the delivery company to find out what happened. We will then arrange for the furniture to be exchanged as quickly as possible against the right pieces.
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What happens if the goods are too heavy for me to assist the driver?
We can book an assistant for your delivery at an additional £10 charge, although for orders over £500 this service is free. We will need a few days notice to arrange that for you. If you discover on the day of delivery that the goods are too heavy, the driver will do his best to place the goods into a reasonably safe place with you, however he needs to be on his way from there on.
If you are worried about the weight of the items you order, you can find those on the e-mail we send you. The PDF attachment has a column called UNIT KG, each item is listed separately with its corresponding weight in kilogram. Please note that large items (beds and wardrobes for example) are often delivered in 2-3 boxes. The weight shown on your order is the combined weight of all boxes.
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How do I know how heavy my furniture will be and if I need an assistant?
If you are worried about the weight of the items you order, you can find those on the e-mail we send you. The PDF attachment has a column called UNIT KG, each item is listed separately with its corresponding weight in kilogram. Please note that large items (beds and wardrobes for example) are often delivered in 2-3 boxes. The weight shown on your order is the combined weight of all boxes.
As a general guideline we usually advise that items over 50kg or lighter items that are fully assembled will need a second person for lifting.
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