Shipping policy

The following information has been provided to guide you on delivery timeframes for our various services, as well as the conditions under which deliveries are made. If you have any questions regarding this, please don’t hesitate to contact us directly.

Our goods are bespoke and made to order, which means they may take longer to dispatch compared to off-the-shelf products.  
We aim to ship orders within 3-5 working days from the date they are placed. Orders are processed and dispatched in the order they are received, regardless of size or value. Orders placed during weekends, bank holidays, or the holiday season will not be fulfilled until our offices reopen.

Colour matching typically takes 5 working days, and dispatch can only begin after the colour match has been completed and approved.

Delivery can take between 1-5 working days, depending on the delivery method used.  
All orders are delivered by a trusted courier. While we strive to deliver within the quoted timeframes, we cannot be held liable for any losses caused by delays. If your goods are not delivered within the estimated delivery time, please contact us by phone or email, and we will do our best to ensure your order reaches you as quickly as possible.

No refunds will be issued for the delivery charge or product cost due to late deliveries.  
All delivery fees are calculated based on the total weight of the order. Some locations, especially those with limited accessibility (e.g., Isle of Man), may incur additional costs.

As deliveries are carried out by a third-party courier, any instructions provided regarding ‘safe places’ or leaving your order at a designated location may or may not be followed, as the courier has the discretion to choose where the goods are left (e.g., safe place, pickup location, or with a neighbour) if delivery cannot be completed. We always request a signed-for delivery, but this cannot be guaranteed due to varying service levels from couriers in the UK.

It is your responsibility to inspect your order upon arrival and report any discrepancies without delay.  
If your order has not arrived, you must notify us, and we will provide you with the relevant tracking information.  
In the unlikely event that items are missing, there is spillage, or the wrong item is received, you must notify us as soon as possible, and within 3 days of delivery. We will either arrange for the missing items to be sent to you at no extra charge or refund you for the missing items. Please note that we always verify the audited weight and images of the contents and packaging to assess whether the claim is valid.

If incorrect goods are delivered and you have used part or all of them, you waive the right to a refund, exchange, or order completion. Please refer to our Return Policy for further details on handling wrong goods.

The risk in the goods passes to you upon delivery.  
If you fail to accept delivery at the agreed time, or if we are unable to deliver due to your failure to provide necessary instructions, documentation, licences, consents, or authorisations, the goods will be considered as delivered to you, and all risk and responsibility for them will transfer to you. Any storage, insurance, or other costs incurred due to the inability to deliver will be your responsibility, and you will indemnify us fully for those costs.

You must ensure that, at the time of delivery, adequate arrangements (including labour and access) are in place to allow for the safe delivery of the goods. We cannot be held liable for any damage, cost, or expense caused to the goods or your premises due to inadequate access or delivery arrangements. We are also not responsible for any arrangements made with your painter, plasterer, or other tradespeople.

For deliveries outside the UK, you may be liable for additional taxes or duties once the goods arrive in your country. These charges can vary by country. Please contact your local customs office for more information.

DQ Surface Designs bears no responsibility for any customs duties or taxes related to your order. Any charges incurred during or after shipping are solely your responsibility, including tariffs, taxes, and other associated fees.  
Please note that goods shipped outside the UK may be subject to inspection by your local customs office.

Products ordered in larger quantities may be consolidated into a larger tub. This will not affect the quantity or quality of the goods and cannot be the basis for a complaint, return, or refund. Mixing and portioning the materials is the responsibility of the buyer or user.

If incorrect goods are delivered, you will need to return them before we can send out the correct items. For more information, please see our Return Policy.