Shipping policy

Delivery & Carriage Charges

4.1 All delivery options will be calculated at the checkout stage for UK Mainland orders. See from section 4.16 for International Orders.

4.2 Our Acupanel Panelling delivery is free of charge to UK mainland addresses. This does not include the Acupanel Glow or Acupanel Accessories, for which delivery charges are calculated at checkout. 

4.3 Express delivery is available at an additional cost, with prices starting from £25. Availability for this service may vary depending on your location and courier capacity, and is offered on a first-come, first-served basis. 

4.4 Your order may arrive in more than one delivery, and may arrive in multiple boxes.

4.5 We will deliver the goods to the premises you specify on your order. You must be at home to accept delivery of your order, which is normally between 8:00 am and 6:00 pm Monday - Friday. Note that some of our couriers will deliver later, but they will endeavour to take steps to liaise with you first to confirm delivery outside of these parameters.

4.6 Most of our products are relatively lightweight items.

4.7 Disposal of packing materials is your responsibility.

4.8 After two failed delivery attempts (or if you are not at home for an agreed delivery) the goods may be returned to our warehouse. We reserve the right to charge you an additional re-delivery charge and storage fees.

4.9 If you change the delivery address once the goods have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery.

4.10 Please check the goods upon delivery - any goods found to be missing or damaged should be notified to ourselves within 5 working days via email.

4.11 If the goods are lost or damaged in transit, please let us know within 5 working days via email.

4.12.a Deliveries are made to the ground floor only and on the condition that there is reasonable access for the safe and prompt delivery of the goods. You should tell us about any special delivery requirements or conditions when you place your order. 

4.12.b We endeavour to accommodate any special delivery requirements, but we cannot guarantee we will be able to comply on each occasion. If your delivery address is in a flat and the items need to be carried up more than 2-3 flights of stairs without the assistance of an elevator, you must notify us in advance. We will then communicate this requirement to the relevant courier to ensure they can accommodate your delivery. Failure to inform us of such requirements in advance may result in the courier being unable to complete the delivery, for which we cannot be held responsible. It is your responsibility to provide accurate delivery information and ensure accessibility for the delivery team.

4.13 Sometimes, for reasons beyond our control, we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, floods, storms, severe weather, acts of God, war, riots, civil commotion, malicious damage, the default of our suppliers, or other force majeure event. We will try to put things right as soon as possible; however, we are not responsible where this causes any delay or failure in delivering your goods.

4.14 We partner with DX (1-Man and 2-Man) for panel deliveries and DPD for smaller item deliveries. By placing an order with us, you acknowledge that delivery will be carried out by DX or DPD (depending on the product type), or such other courier service as we may select, and not directly by Wood Veneer Hub. While we strive to ensure timely and efficient delivery, we cannot accept responsibility for failed deliveries or any consequential loss, loss of profit, or inconvenience resulting from delivery issues that may arise during transportation.

4.14.a DX deliveries take place Monday to Friday between 8am and 6pm.

  • DX 1-Man Service:
    This is a kerbside delivery only service. Drivers will deliver your goods to the nearest accessible point at the delivery address. Specific delivery time slots are not available for this service.

  • DX 2-Man Service:
     This is a paid service (£25.00) available at checkout. The DX 2-Man team will deliver your items to a room of your choice and can carry goods up to 2–3 flights of stairs (where safe and accessible). A 2-hour delivery window will be provided on the day of delivery.
    Please note: No AM, PM, or Saturday deliveries are available. This is typically a 48-hour service from dispatch, depending on your postcode.


4.14.b We use DPD for our smaller sample and veneer package deliveries.

  • DPD provides a next-day delivery service from dispatch, with delivery made to your door or in-hand, and a signature is required.

  • Customers can use the DPD app or website to update delivery addresses, add “leave safe” requests, or amend contact details.

  • If you require help making changes or adding requests that cannot be made directly through the DPD app, please contact the WVH Customer Service team, who can assist with amendments or service upgrades (subject to availability).


4.15 Our mirror collection is delivered by a third-party carrier, who will contact you directly regarding your delivery. They adhere to the aforementioned delivery terms and reserve the right to charge £25 for any redelivery attempts due to failure to provide an accurate address and contact details, which must include an email address and phone number. They reserve the right also to charge £25 if the order is cancelled after attempting delivery.

4.16 If you wish to place an order outside of the UK Mainland, please contact our sales team for a quote. 

4.17 This quote will not include any import or export costs, and it will be the purchaser's responsibility to comply with all import and export regulations and requirements, including fees.

4.18 Where products are sold or shipped to destinations outside the UK Mainland, the purchaser is solely responsible for complying with all applicable import, customs, and tax regulations of the destination country. Any and all import duties, taxes, customs charges, brokerage fees, or other costs arising from the export or import of the goods shall be the full responsibility of the purchaser. The purchaser shall be responsible for paying any such duties, taxes, or charges directly to the relevant authorities. WVH accepts no liability for any delays, additional charges, penalties, or restrictions imposed by customs or other regulatory bodies.

4.19 Our Muratto product range is made-to-order in Portugal and may incur additional shipping fees. Any and all import duties, taxes, customs charges, brokerage fees, or other costs arising from the transport of the goods from Portugal to the selected delivery address are the responsibility of the purchaser. WVH accepts no liability for any delays, additional charges, penalties, or restrictions imposed by customs or other regulatory bodies.