Frequently Asked Questions : Frequently Asked Questions

General Queries

What species of timber should I use?

This one is based on a variety of factors such as use purpose, aesthetics and budget. If for example you need cladding, have a look at our cladding pages, here we have a selection of suitable options which you can browse at your leisure to determine which timbers best fit within your budget and then narrow it down by aesthetic choice. If you need guidance additional guidance, we will however at the very least need to know what you are doing with the timber and what sort of budget you’re working on.

Do you sell standard CLS wood?

We do supply a range of softwoods but we do not supply the same standard one you may be able to get off the shelf from a standard builders merchant. We produce to order and the wood you receive from us will be quality solid timber.

My order doesn’t reach the minimum, is there something you can do?

If you are looking to purchase Oak, there is something we can do. We have a DIY site with a minimum order of £200 ex VAT as opposed to £750.00 ex VAT. Please be aware that orders made this way are collection only.

Which cards do you accept?

We currently accept all Mastercard/Visa debit and credit cards except American express.

Do you offer installation?

We do not offer this service.

Can I add to or amend my order?

Yes, however this is largely dependent on where your order is in the production queue. If we have already started to cut the timber, it’s unfortunately too late.

Do you take orders over the phone?

We can yes, if you give us a call on 01889 597 281 one of our experienced salesman will go through the ordering process with you.

How do I get a quotation?

We offer instant quotation on our website for a range of different specifications. If you are looking for a more bespoke quote that you can’t obtain on our website, please send your enquiry to enquiries@iwood.co.uk.

Do you do samples?

Yes we can, please see our samples page. Samples are dispatched via 2nd class courier.

What do we mean by lengths supplied in ‘x’ metres and longer?

Some of our products are labelled as above or with “random lengths of ‘x’ metres and longer”. This means if we use the example 2.13m and longer to make up 273 linear meters, you may receive 20 lengths at 2.13m, 44 at 3.6m and 16 at 4.5m to cover the required meterage. This is a typical way to supply timbers such as cladding so you can cross cut around defects. If you require fixed lengths please contact one of the sales team and ask.

Why don’t you sell teak anymore?

We’re an import to order merchant so exotic timbers such as teak must have an import code, unfortunately teak has not been assigned a code yet and is therefore unavailable.

Why can’t I checkout?

There are several reasons why you might not be able to checkout online. One of the quickest and easiest things to check is if you are ordering to an address that is P.O.A, you can check this by inputting your postcode into the Delivery page. If that is the case you will need to contact the Office by phone or use our online chat and ask for a delivery price. If the issue persists, contact the main telephone number.

What is a “G” number?

Each iteration of a customers online session has a unique identifier which we can use on our side to interact with your basket whether that be adding or removing items, adding delivery or converting to a pro-forma invoice rather than online checkout. Please see the following image for a bit guidance on what you are looking for.

Do you supply treated timber?

All of our timber is supplied untreated, the only thing we may be able to supply is fire rated timber which you will have to enquire about. Otherwise we direct all of our customers to a company called Wood Finishes Direct (https://www.wood-finishes-direct.com/) who we believe are the experts in timber treatment.

What is your lead time?

Each of our timbers have separate individual lead times which you can find on their product page on our website.

Our stock items however are between 7 – 10 working days. If you need them quicker than this please give us a call so that we can arrange an earlier collection if possible.

What happens after I place an order?

After your order has been taken and your payment has been confirmed we will add your order to the production queue and the lead time will commence, we do not update our customers throughout the lead time, we only contact you once the timber is ready.

I need D30/D24 grade Oak

Some specifications require timber to be graded to certain standards. See here for Oak grading rules. We can also supply softwoods graded to C16 and C24 but these will require manual quotation which you can get by enquiring online or over the phone.

Delivery Queries

When’s my delivery coming?

We keep our lead times up to date and accurate and work toward them. Once your order has finished production and is ready our transport team will contact you to arrange a delivery date. Before our transport team contact you, we will have no additional information to provide.

On the day of delivery our driver will give you a call when they’re on their way to you. If there are any issues that will affect your delivery and push it outside the quoted lead time we will contact you to notify you in advance.

I’m going on holiday when the lead time is due, will you deliver my order anyway?

There must be someone onsite to accept delivery of your order, we offer a free holding service where we will store your order until you are ready to receive delivery.

How much is delivery?

If you navigate to our Delivery Page, it will provide you with an instant quote for delivery.

How will my delivery arrive?

Our transport team contact you prior to delivery when your timber is ready to arrange the date, please notify them of any access restrictions and they will adjust your accordingly. Our deliveries are carried out by an external haulage company and they will manage what vehicle is used.

Do you export timber?

We have had international customers in the past but we do not export the wood out of the country on your behalf, we can only offer delivery to a UK port and transfer the goods over to you. After that point its up to you how you get it out of the country.