At Wood Sales Store, we combine traditional woodcrafting values with modern service standards to ensure your experience with our premium wood products is as exceptional as the materials themselves. Below you’ll find detailed information about our shipping and returns processes.

Shipping Information

Order Processing

We carefully prepare each order with the same attention to detail we apply to crafting our wood products:

  • Processing time: 1-2 business days
  • Dispatch notification: You’ll receive tracking information when your order ships

Shipping Methods

Standard Shipping:

  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after dispatch
  • Flat rate: £12.95
  • Recommended for time-sensitive orders

Free Shipping:

  • Carrier: EMS
  • Delivery time: 15-25 business days after dispatch
  • Available for orders over £50
  • Ideal for non-urgent deliveries

Note: We currently ship worldwide except to certain Asian countries and remote locations. Please contact us at [email protected] if you’re unsure about delivery to your region.

Returns & Exchanges

We stand behind the quality of our wood products just as we stand behind our commitment to your satisfaction. Our returns policy reflects the craftsmanship we put into every piece.

Our Return Commitment

  • Return window: 15 days from delivery date
  • Condition: Items must be in original condition with all packaging intact
  • Non-returnable items: Due to their bespoke nature, we cannot accept returns for:
    • Custom-cut Live Edge pieces
    • Butcher Block countertops cut to size
    • Opened containers of Flooring Adhesive or Flooring Oil
    • Personalised Solid Oak Accessories

Step-by-Step Return Process

1. Initiate Your Return

Contact our wood specialists within 15 days of delivery at [email protected] with:

  • Your order number
  • Product name (e.g., “Herringbone Engineered Wood Flooring”)
  • Reason for return
  • Photos if reporting damage

2. Receive Return Authorization

We’ll respond within 2 business days with:

  • Return authorization number
  • Shipping instructions
  • Return address (our workshop at 42 Silksworth Ln, Sunderland, SR2U 2TW)

3. Package Your Return

Repackage items securely in original packaging, including all components. For wood products like Full Stave planks, use corner protectors to prevent damage during transit.

4. Ship Your Return

Choose a tracked shipping method. We recommend:

  • DHL/FedEx for faster processing
  • Retain your shipping receipt until refund completes

Refund Process

Upon receiving and inspecting your return:

  • Refund method: Original payment (Visa/MasterCard/JCB/PayPal)
  • Processing time: 5-7 business days after approval
  • Deductions: Original shipping fees (unless item is faulty)

Exchange Process

For exchanges (e.g., different Chevron pattern or Plank size):

  • Follow standard return steps
  • Specify desired replacement in your email
  • We’ll invoice any price difference
  • New item ships within 3 days of return approval

Damaged or Incorrect Items

If your Real Wood Flooring or LVT Flooring arrives damaged:

  • Photograph damage within 48 hours
  • Keep all packaging materials
  • Email us with “URGENT: Damaged Goods” in subject line
  • We’ll arrange free return shipping if needed

Return Request Template

Subject: Return Request – Order #[Number]

Dear Wood Sales Store,

I would like to request a return for my recent purchase:

Order Number: [Insert]

Product Name: [e.g., “MDF Panels”]

Reason for Return: [Select: Incorrect Item/Damaged/Not as Described/Change of Mind]

Preferred Resolution: [Refund/Exchange for [Product Name]]

Attached are photos showing [describe any issues]. Please advise next steps.

Best regards,

[Your Name] [Contact Number]

For questions about returning Flooring Cleaner or other care products, contact our specialists who understand wood as deeply as they understand customer care.

Wood Sales Store Team
Crafting trust since [Year]
[email protected]
42 Silksworth Ln, Sunderland, SR2U 2TW