FAQs

NeoTimber® products are supplied directly by NeoTimber®, allowing customers to purchase online or speak directly with our knowledgeable in-house sales team on 01530 382 180 for product advice, quotations, and order support. By managing distribution ourselves, we maintain greater control over product availability, customer service, delivery coordination, and technical support, helping ensure a smoother and more reliable experience from enquiry through to installation.

Orders can be placed directly through the NeoTimber® website or by speaking with one of our knowledgeable product specialists over the phone. Our team can assist with product selection, quantities, delivery options, and any technical questions to help ensure you order the right materials for your project with confidence.

NeoTimber® has a modern, state-of-the-art showroom based in Coalville, Leicestershire, where customers can explore our composite decking, cladding, fencing, balustrade, and outdoor living systems in person. Visitors are welcome Monday to Friday between 09:00 and 17:30, with appointments available to help provide dedicated one-to-one support and product guidance. To arrange a visit, call our team on 01530 382 180 or book your showroom appointment online.

Most NeoTimber® orders are delivered by a member of our dedicated delivery team using a long-wheelbase van suitable for transporting extended product lengths safely and securely. For larger commercial or bulk deliveries, we may use a more suitable heavy goods vehicle with increased carrying capacity. Our logistics team will always contact you in advance to confirm delivery arrangements, access requirements, and any important site details, ensuring a smooth and organised delivery process. We never arrive unannounced, allowing you to prepare properly ahead of your scheduled delivery.

In addition to our nationwide UK delivery service, NeoTimber® also offers order collection directly from our Coalville warehouse. Collections are available Monday to Friday between 07:30 and 14:00, providing a convenient option for customers who prefer to arrange transport personally or require materials more quickly. Simply select the “Pickup” option during checkout on our online store, or contact our dedicated sales team on 01530 382 180 to arrange collection and confirm availability.

NeoTimber® maintains stock across our full product range, helping ensure fast and reliable lead times for projects of all sizes. Delivery times are based on the service selected at checkout, with our Express Delivery Service typically operating within a 3-5 working day window, while our Economy Delivery Service is usually delivered within 7-10 working days. Once your order is processed, our logistics team will coordinate delivery arrangements and keep you informed throughout the process to help your project run smoothly and on schedule.

Yes, NeoTimber® offers exclusive trade pricing and professional benefits for landscapers, installers, contractors, developers, and other industry professionals through our dedicated trade partner programme. Benefits may include preferential pricing, project support, product guidance, and access to trade-focused resources designed to support ongoing projects and repeat business. Professionals interested in joining can apply directly through our Trade Discounts page to explore available benefits and account options.

Yes, the NeoTimber® Approved Installer scheme connects experienced landscaping and installation professionals with local customer enquiries while providing access to exclusive trade benefits, marketing support, product resources, and technical guidance. Approved Installers also benefit from ongoing product training and increased visibility through the NeoTimber® network, helping support business growth and customer confidence. Homeowners looking for a trusted installer, or professionals interested in joining the programme, can visit our dedicated Approved Installer page.

Yes, NeoTimber® products can be shipped internationally. Delivery costs and lead times will vary depending on the destination and order size, with shipping charges calculated during the checkout process or confirmed by our team for larger projects. We also run promotions and exclusive offers throughout the year, so keep an eye on our latest updates for potential savings.

Yes, additional items can often be added to an existing NeoTimber® order provided it has not already been dispatched or allocated for delivery. Contact our team as soon as possible with your order details and the products you would like to add, and we will do our best to combine everything into the same delivery where possible. This can help avoid additional delivery charges and keep your project materials arriving together and on schedule.

Yes, delivery details can usually be amended after an order has been placed, provided the order has not already been dispatched or scheduled for delivery. We recommend contacting the NeoTimber® team as soon as possible so we can review the status of your order and make any necessary changes. Our logistics team will always do their best to accommodate delivery address updates and ensure your order arrives at the correct location without delay.

Yes, orders can usually be cancelled before dispatch by contacting the NeoTimber® team as soon as possible after placing your order. Our team will review the status of your order and confirm whether cancellation can still be processed. If an order has already been dispatched or scheduled for delivery, cancellation may no longer be possible and our standard returns procedure may apply instead.

Yes, unused NeoTimber® products may be returned if you have changed your mind, subject to approval and our standard returns procedure. Products must typically be unused, in their original condition, and suitable for resale. Please note that standard restocking and collection charges may apply depending on the nature of the return. We recommend contacting the NeoTimber® team before arranging any return so we can guide you through the process and confirm eligibility.

Yes, NeoTimber® may apply restocking and handling charges on returned orders, depending on the nature and timing of the return. For approved returns of goods supplied in accordance with the order, a handling or restocking charge of up to 20% of the invoice value may apply. Additional charges may also apply for cancelled orders already in transit, returned deliveries, merchant processing fees, or collection costs. Returned products must typically be unused, in their original packaging, and approved through our returns authorisation process before being accepted. For full details relating to returns, cancellations, and applicable charges, please refer to our Refund Policy or contact the NeoTimber® team before arranging a return.

Once returned goods have been received and inspected by the NeoTimber® team, any approved refund will be processed as quickly as possible in line with our Terms & Conditions. Refund times can vary depending on the nature of the return, the condition of the goods, and the original payment method used. Please note that applicable restocking, collection, return haulage, or merchant processing charges may be deducted where relevant under our returns policy. If returned goods require inspection or testing, this may also affect processing times. For an update on a specific return or refund, we recommend contacting the NeoTimber® customer care team directly with your order details.

If you experience an issue with your NeoTimber® product, please contact our customer support team as soon as possible with your order details, a description of the issue, and supporting photographs where possible. This allows our team to investigate quickly and provide the most appropriate resolution. We are committed to delivering high-quality products and will work with you to resolve any concerns relating to damage, defects, missing items, or product performance as efficiently as possible.

Yes, NeoTimber® sample packs are available across a wide range of our product collections, allowing you to experience the colour, texture, finish, and overall quality before placing a full order. Viewing samples in your own outdoor space can help you compare options more accurately under natural lighting and alongside existing materials. Samples can be ordered quickly and conveniently directly through the NeoTimber® website.

Installation guidance for all NeoTimber® product ranges is available online through our dedicated Installation Resources Hub and Resources & Downloads pages. These guides include clear, step-by-step instructions designed to support both homeowners and trade professionals throughout the installation process. Many resources also include helpful diagrams, fixing guidance, preparation advice, and best-practice recommendations to help achieve a professional and long-lasting finish.

Yes, technical datasheets are available across the NeoTimber® product range and can be downloaded directly from our Resources & Downloads section or from the “Downloads” tab on individual product pages. These datasheets provide detailed product information including dimensions, material composition, fixing guidance, performance data, installation requirements, and other specification details to support accurate planning and professional installation.

Yes, detailed product dimensions and sizing information are available across the full NeoTimber® range, helping support accurate planning, specification, and installation. These resources can be viewed and downloaded directly from our Resources & Downloads hub and are also included within the “Downloads” tab on most individual product pages for quick and convenient access.

Yes. NeoTimber® products are backed by product warranties for added long-term confidence and peace of mind, with residential coverage available for up to 25 years depending on the selected range. These warranties reflect our commitment to product durability, quality, and long-term outdoor performance. Full warranty information, including coverage details and terms, can be found on the relevant product pages or requested directly from our team.