Shipping Policy

Where we deliver

This policy applies to orders confirmed by KUTCHENHAUS THEALE LTD, company number 14863205, 19 High Street, Theale, Reading, England RG7 5AH. Contact [email protected] or +441183571988.

We deliver only within the United Kingdom. We do not offer international, European, or worldwide shipping. An address outside the United Kingdom cannot be accepted on this shop. A Channel Islands or Isle of Man address is outside this shop’s delivery area unless a confirmation expressly accepts it.

There are no export customs steps on these orders, because delivery stays inside the United Kingdom. Give a United Kingdom delivery address on the request.

Delivery charge

Delivery inside the United Kingdom is free. There is no minimum order value for that free delivery.

We will tell you before you pay if an exceptional cost applies, for example a redelivery after a parcel was refused or an address was incomplete. We will not add a surprise carriage fee after confirmation.

The cost of returning goods that are not faulty is separate. The Returns Policy explains when you pay that cost and when we do.

What happens after you send a request

Checkout creates an order request, not an immediate dispatch. We check the products, finishes or lengths, quantities, and the address.

Goods are prepared only after we have confirmed the order and, where we have asked for payment first, after we have received it. Cabinets and worktops can need different handling from a small parcel, so preparation time is part of the estimate we give you.

Timing

Any date we give is an estimate unless the confirmation states a guaranteed date. Estimates depend on stock, the finish or length requested, the address, and the carrier’s schedule.

Public holidays, weather, and access restrictions at the address can move a delivery. We will tell you if a date we have already given you changes.

If you are a consumer and we have agreed to deliver the goods, statutory rights about delivery within a reasonable time, or by an agreed date, still apply under the Consumer Rights Act 2015.

Address and access

You must give a full name, street address, town, and postcode, and a telephone number we can use on the day. Tell us in the order notes if there are steps, a restricted entrance, or no parking.

Large items may need someone at the address to receive them. We deliver to the address you confirm. We do not carry goods up stairs, through a restricted entrance, or into a room unless the confirmation says that we will. We do not install cabinets or fit worktops unless a confirmation expressly says that installation is included. It is not part of the standard catalogue offer.

Sign for what you can see. Note external damage on the carrier’s record where the carrier allows it, and tell us the same day if you can. Photograph damage before you unpack a worktop or assemble a cabinet. Fitting a damaged item before you tell us makes a transit claim harder to assess.

Tracking and updates

When a consignment is handed over, we can send a dispatch note. If the carrier provides a tracking reference, we will pass it on. Not every movement has a public tracking page.

If delivery fails

If the carrier cannot deliver because nobody is available, the address is incomplete, or delivery is refused, we will contact you to agree another attempt.

A further attempt may carry a cost if the first failure was caused by the address or by refusal. We will state that cost before we rebook. Goods that come back to us are held for a reasonable period while we agree what to do.

A consignment that returns after a failed attempt can be sent again to a United Kingdom address, or, if you no longer want the order and the goods are not faulty, handled under the Returns Policy.

Damage or shortage on arrival

Check the packaging before you sign, where the carrier allows it. If a cabinet, worktop, or component arrives damaged, short, or not as confirmed, contact [email protected] or +441183571988 as soon as you can.

Please include the order reference, a short description, and photographs of the packaging and the goods. Keep the packaging until we ask you to dispose of it. We will tell you whether we will repair, replace, or refund, in line with the Returns Policy and your statutory rights.

Risk and title

Risk passes to you when the goods are delivered to the confirmed address, or to a person you authorised to receive them. Title stays with us until we receive cleared payment, except where consumer law provides otherwise.