All orders are processed and shipped in the order that they are received. Standard delivery time is 2 working days. If you require your order urgently (next day) we offer a next day service if your order is received before 12pm.
Delivery times may increase around holidays and peak delivery times. If Your Product is heavy our Drivers will only deliver to the most convenient drop off point.
If you have alternative delivery requirements, please contact us prior to despatch of your order. Be sure to include a phone number in case the Driver needs to notify you of something in relation to your arranged delivery. If you need your order to be shipped to an alternative address to the billing address, please specify when placing your order. Although we will make every effort to amend mistaken delivery addresses after the order has been placed, we cannot be held responsible for late deliveries if the incorrect address has been specified by the customer.
If the Product must then be forwarded to a new address, we reserve the right to charge re-delivery / forwarding fees for this service if necessary and also reserve the right to deduct any such fees from any refund given should the order be subsequently cancelled.
Please do not arrange any labour or machinery hire until your materials are on site as we are unable to compensate you in the unfortunate event of a late delivery.
Cut to length Geotextiles
Bespoke Cutting Fee
When placing an order, your order is cut to the requested type and bespoke size. If you wish to cancel your order after the item has been cut (cutting commences after payment is received), we charge a minimum cutting fee of £20, or 20% of the total value of the refundable part of your order, excluding delivery - whichever is greater.
Returns & Refunds
Please can you read this information regarding returns and refunds required for purchases made from the Fibrelok Products website.
Your statutory rights are not affected by this information.
Our returns address:
Products No Longer Required
If you cancel your order at any time after the date of our acceptance of your order and within 7 working days (i.e. excluding public holidays and weekends) following the date of delivery, we will give you a full refund excluding delivery charges.If you advise us of your return more than 7 working days following the date of delivery we will advise you whether the return is acceptable and any costs associated. Any request has to be made via email. Phone returns are not acceptable.
Returns via courier
To arrange for the product to be collected e-mail with your order number and details of the product to be returned. We will arrange for the collection of the product by our nominated carrier. Please note that there will be a minimum charge payable by you of £25 for this service, which may rise depending on your location and product type. Your refund will be processed within 30 days.
Returns via pallet or artic
To arrange for the product to be collected e-mail with your order number and details of the product to be returned. We will arrange for the collection of the product by our nominated carrier. Please note that there will be a minimum charge payable by you of £75.00 per pallet or consignement for this service, which may rise depending on your location and product type. Your refund will be processed within 30 days.
Faulty or Damaged Products
In the unlikely event that a delivered product (including special order items) is faulty or damaged, we will exchange it or provide you with a full refund, as long as we are notified of the product's fault within 5 days of it being delivered to you.To arrange for the product to be collected, e-mail with your order number and details of the product to be returned. We will collect it at no expense to yourself, and either provide a replacement or process a refund if the product is no longer in stock. After 5 days please refer to manufacturer returns policy.
Alternatively, you can make arrangements for collection of the product through our nominated carrier. The cost of the return will be at our expense. We require the return of the product within 7 days of the refund request being made.
All refunds will be made to the account used to purchase the product.
We reserve the right to inspect all returned products prior to agreeing to any part-refund, full refund or product exchange.