DELIVERY & RETURNS

You should read this Delivery and Returns procedure in conjunction with our current Terms and Conditions.  We reserve the right to alter, amend and change these conditions without prior notice. Wonkee Donkee recommends that you read and understand this procedure before making a purchase and again if and when returning items back to us.

Delivery

Wonkee Donkee XL Joinery delivers to all UK MAINLAND postcodes only. 

We are currently unable to offer delivery to any other postcode areas (UK offshore and Overseas).

Delivery to the following postcodes is excluded BT, GY, HS, IM, IV, JE, KA, KW, PA, PH, PO, TR, ZE.

The cost for UK MAINLAND deliveries will be quoted during the checkout process and is dependent on the number of doors purchased or the number of boxes the door set is supplied in. The standard delivery charged by Wonkee Donkee XL Joinery starts at £40.00 + VAT for a single door and increases for each door thereafter up to a maximum of £60 + VAT for 5 or more doors.

Delivery Charges

1 Door     £ 40.00 + VAT
2 Doors   £ 45.00 + VAT
3 Doors   £ 50.00 + VAT
4 Doors   £ 55.00 + VAT
5+ Doors   £ 60.00 + VAT

Delivery charges will be calculated on the website at the checkout stage before you make payment for an order. 

Please note:
For delivery purposes, "doors" refers to individual products such as door frames, pairmakers and other items currently for sale on the website.
Door pairs count as two doors. Door sets and french doors depend on qty of doors and frames etc.
All delivery costs for La Porte range doors are set according to the number of boxes they are packaged in.

Door Sets - La Porte French doors come in three boxes, so the delivery cost is £50.00 + VAT

Products are sent directly from the manufacturer and, usually, arrive within 5-7 working days for all orders  depending on stock. Delivery will be working days, Monday to Friday, 8am to 6pm, excluding bank holidays and weekends. You will be contacted using the number provided when the order is placed by XL Joniery directly to arrange a delivery date (please ensure the number provided is the best contact number for yourself, as XL Joinery only book in deliveries using a contact number - this is not done by ourselves or via email). In exceptional circumstances, dates and times may be subject to change. In any case, we will keep you informed.

Stock levels are based on the information we are given by XL Joinery and do not always reflect real-time stock levels. We advise you do not book any definitive dates with contractors until you have received and checked your doors. 

Upon delivery, please take the time to thoroughly check your goods for damage before you accept it.

Start with the packaging. If the packaging is damaged on receipt of delivery take a photograph. DO NOT open the packaging if you suspect that there is any damage to the goods.
If there is no damage apparent, carefully remove the packaging and check your goods. Ensure that all items are damage free and accounted for.

A signature will be required when our couriers deliver your goods. 

Do not sign as unchecked. No claim will be entertained for quantity shortages or damage if signed unchecked. 

Goods will not be delivered unless signed for.

Please note that delivery addresses cannot be altered after orders have been dispatched. 

If you are unsure about the delivery process, please contact us before placing any orders.

Failed Deliveries:
Once a designated delivery date has been arranged with the haulage company, your items will be delivered on your chosen date. If delivery is attempted and cannot be made because there is no one to receive the goods a rebooking fee will be charged to re-arrange an alternative date for the delivery of the items. An approximate ETA is available the day before delivery by contacting the haulage company directly. If you have booked in a delivery date and discover the delivery will not be able to be made on the agreed date, please contact ourselves or the haulage company as soon as possible.

The re-booking fee works in the same way as the delivery fee and will be charged per door, starting at £40+VAT for one door up to £60+VAT for 5+ doors (please see delivery charges above). If a delivery has failed we will notify you as soon as possible to check how you would like to proceed.

Returns

All products must be inspected upon delivery and any problems must be reported to us immediately. Delays in reporting faults may invalidate any claims for refunds or replacements. 

You have the right to check goods on delivery before you sign for them and you have the right to refuse delivery of damaged goods. You must contact us if you have refused delivery. 

Returns must NOT be sent to us at WONKEE DONKEE.
We will arrange a collection so that your doors are returned directly to our supplier.
The haulage company will liaise with you directly to arrange a suitable collection date.

Any doors that have been manufactured to your bespoke specification, or altered in any way, cannot be returned unless faulty. Please call us on 01938 557733 for advice.

Any return requests that do not comply with our returns policy and our terms and conditions can be rejected at any time during the period it takes to investigate claims. 

At Wonkee Donkee, we realise that things can go wrong. Please check all packaging on receipt of delivery for obvious signs of damage. All packages should be opened and checked for damages/faults (even if the packaging does not suggest this) and reported to us. See below for further details.
If you find that your order is damaged, please do not accept delivery and call us on 01938 557733 immediately or at least within 48hrs.

We will, therefore, work with you to accept your return.
All items returned should be in their original packaging, securely wrapped and protected. If the door is supplied with protective corner pieces, these should be included and in place.

All items being returned must be in their original packaging and in a saleable condition. Damaged, modified or used items will not be accepted unless faulty. Goods must be stored correctly to prevent water, damp, UV and heat damage, discolouration, staining, distortion, twisting, warping, dents, scrapes, scratches, mildew, mould, insect and other such damage from inappropriate storage. Items not abiding with these terms will not be accepted for refund and will be returned to you at your cost. You must advise of all returns within 14 days from delivery. 

Ensure all returned products are adequately and securely packed. Any damage to the product during transit through inappropriate packaging will not be accepted and will be returned to you

If an item is returned to us in a damaged or unsaleable condition, we reserve the right to refuse the item and the item may be returned to you.
We will arrange a collection for you. You MUST NOT send the doors to us.
The collection is FREE if the products are returned due to defect or damage.
We reserve the right to charge £45+VAT for the collection of a single door should we find upon inspection no defect or damage. Additional charges may apply to additional doors included in the return. 

For unwanted goods, you must advise us of returns within 14 calendar days from the date of delivery.
For manufacturing defects, you must contact us within 7 working days.
For damaged goods, you should inform us immediately where practical, and no more than 48hrs after delivery. Call us on 01938 557733.

In all cases, the sooner you contact us the better. 

Please ensure you have included a completed copy of your Returns Form in the returned package. 

We will refund you within 14 calendar days of receiving credit for the retuned door from XL Joinery after they have examined your return. Any applicable carriage charges will be deducted from your refund.
We reserve the right to pass on any re-stocking fees as a result of your return

You will be responsible for the cost of returning any goods to us, however, we will refund your reasonable delivery charges if the goods are found to be faulty or we have supplied in error. Responsibility for the goods will remain with you until received by us in full.

All items being returned must be in their original packaging and in a saleable condition. Damaged, modified or used items will not be accepted unless faulty. Goods must be stored correctly to prevent water, damp, UV and heat damage, discolouration, staining, distortion, twisting, warping, dents, scrapes, scratches, mildew, mould, insect and other such damage from inappropriate storage. Items not abiding with these terms will not be accepted for refund and can be returned to you at your cost. You must advise of all returns within 14 days from delivery. 

Ensure all returned products are adequately and securely packed. Any damage to the product during transit through inappropriate packaging will not be accepted and will be returned to you.

Items manufactured to order or made specifically to your requirements cannot be returned unless faulty.

We cannot be held responsible for any defect in goods that arise from fair wear and tear; wilful neglect or damage; usage in abnormal working conditions; unauthorised misuse, alteration, or repair; or failure to follow any installation instructions.

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Unwanted and Surplus Goods

To return unwanted goods you must advise us within 14 calendar days starting on the day following delivery. We will arrange a collection for you. You MUST NOT send the doors to us.
There is a collection charge of £40 + VAT for one door with an additional £5+VAT for each additional door returned at the same time.
Doors made to order and other special or custom orders, including Prefinished, La Porte French Doors, and Pre-hung Doorsets cannot be returned unless defective or damaged.
All unwanted items returned must be unused, undamaged and in a saleable condition, complete with their original packaging and all component parts including any promotional items that may have been received with it. 
You are responsible for ensuring the safe storage of all items until collected by us.
We recommend that you photograph all items before returning them back to us since damaged goods will not be accepted for refund.
Before you return any products, you should send us a copy of your completed Returns Form .

Please call us on 01938 557733 if you have any queries with the return.

You can email us on info@wonkeedonkee.co.uk

Please note:
Although you are not obliged to give us a reason for your return, a short explanation will help us to improve our services and product range in the future.

Faulty Goods

If you believe the goods to be defective or faulty, please check all documentation before contacting us to negate the possibility of any misunderstanding.

If you still believe the goods to be faulty, or if a defect develops after receipt of goods, then please contact us prior to returning the goods for advice.
All returns will require the completion of a Returns Form  and should be sent to us at the address below.

If we agree with you upon inspection of the faulty goods returned to us, we will at our discretion offer either a full refund or a replacement product. If the product is out of stock, or no longer available, we reserve the right to replace the item with a suitable, similarly priced alternative. We will, of course, contact you first.

You will be responsible for sending faulty items to us. We will refund reasonable postage cost if the items are found to be faulty.

You must ensure that all component parts, including any promotional items received, are returned to us, along with a copy of your completed returns form.

Please Note: Any items that are damaged on receipt cannot be returned unless we are notified within the timeframes specified, as XL Joinery may reject any returns claims for these items. For further information on items that arrive with damage, please see below.

2. MANUFACTURING DEFECTS

For any manufacturing defect found on installed doors (or doors in the process of being installed), please contact us on 01938 557733.

For all manufacturing faults found on doors not yet installed, and not yet worked on, a Returns Form must be completed.

All return requests must be reported within 5 working days from receipt of delivery.
Photographs showing the fault or defect will be required before we can accept your return request.

Click here to complete a Returns Form

Damaged Goods

All goods must be checked for damage at the time of delivery.

If you suspect that your goods are damaged, for example, if you notice damage to the outer packaging:
   1. You MUST photograph the damaged packaging before removal;
   2. You MUST check the goods concerned by removing the packaging just enough to reveal the area of the goods under suspect;
   3. You MUST photograph the damage to the goods. Ensure that you take enough photos to give us as much information as possible - We cannot arrange replacements without photographs of the damage.
   4. You MUST ensure that the driver is notified of any damage found and that he reports the damage.
   5. You MUST NOT sign for the goods as unchecked; 
   6. You should refuse delivery if the damage is obvious and extensive.

You can email us on info@wonkeedonkee.co.uk with any images of any damage. 

If there is no visible sign of damage at delivery, then sign for the goods as requested.
You MUST then check your complete order for damage as soon as possible, and you MUST inform us of any damages or shortages within 48hrs of delivery.
Failure to notify us within the 48hrs may result in any claim being rejected.

 You will be asked to take as many photos as required for us to investigate your claim.

*By working day, we mean Monday to Friday excluding bank holidays and the Christmas period.

Correspondence ADDRESS:

RETURNS
WONKEE DONKEE LTD
MILL LANE
WELSHPOOL
POWYS
SY21 7BL

Updated February 2019