Delivery & Returns

Delivery & Returns

Our Delivery Promise

We offer mainland delivery to the majority of England, Scotland and Wales. Due to the size and weight of many of our products, we will need to apply a delivery charge to most orders. We aim to keep delivery costs to a minimum.

Where possible, delivery will be calculated automatically at checkout, but for some locations we will need to confirm the delivery price via an enquiry. We aim to respond to all enquiries within 1 working day.

Delivery costs will be calculated based on the size and weight of the products ordered and the distance travelled from our nearest depot. We care about your experience, so for the majority of orders, we do not use third-party couriers. Instead, our professional and friendly delivery team will transport your products with care.

Orders may be delivered using a small lifting crane to unload the vehicle. Please inform us in advance if there are any access restrictions that could prevent this from being suitable. Please be aware that we will typically need to leave large, heavy items in close proximity to where our delivery vehicle is able to park and unload.

We aim for all orders placed to be delivered within 7-14 days. However, if you need the order sooner, please send us an enquiry as this may well be possible.

Collection in person from your nearest depot may be possible, so please enquire if this is of interest.

Our stock availability is updated live on our website. However, where products are shown as being out of stock, please do send an enquiry, because we are continually updating our inventory and new stock may be expected imminently.

Please note that deliveries will be made to the address where the payment card is registered for all orders placed directly via our website. If an alternative delivery address is preferred, please contact us via our enquiry page and we will be able to assist you.

Returns

Returns, Refunds & Cancellations

Please refer to our Terms and Conditions for full details. However, in summary, the following returns and cancellations procedure applies.

We want you to be happy with your purchase. If you're not satisfied, you can cancel the order and return it within 14 days of delivery for a full refund or exchange, as long as:

  • The item is unused
  • It is in its original packaging
  • It is in a resalable condition

Please note: bespoke items, such as altered or made to measure gates, are non-returnable unless faulty. This does not affect your legal rights.

How to Return Orders

Contact us first and we will guide you through the return process. You can:

  • Return the item using your own courier
  • Return the item in person
  • Ask us to arrange a collection. Collections are at the discretion of From The Forge. If we agree to arrange a collection, we will notify you of the collection charge in advance and deduct the collection cost from your refund

Refunds are processed once the item is received and checked, in line with our Terms and Conditions.

Faulty or Damaged Items

We offer a minimum 30 day guarantee on all items. If your item arrives damaged or develops a fault within 30 days:

  • Contact us to arrange a replacement, exchange or refund
  • We may offer to send replacement parts if appropriate
  • We will not apply a charge to collect goods that are delivered damaged or that are faulty

The above does not affect the terms of any of our product warranties that extend beyond 30 days.

Note: made-to-measure items are not eligible for a refund, but we will repair or replace them if they arrive damaged or faulty.

Checking Your Delivery

Please check your items when they arrive. If something is damaged:

  • Either refuse the delivery or sign for it as "damaged"
  • Contact us as soon as possible

We cannot offer refunds or replacements once a damaged item has been used or installed.

Cancelling an Order

You have the right to cancel your order within 14 days of delivery under the Consumer Contracts Regulations 2013.

You will receive a full refund, including delivery, as long as the item:

  • Is unused
  • Is returned within 14 days of cancellation

Exceptions include:

  • Bespoke or made-to-order items
  • Perishable goods

If we need to collect the item, we will deduct the collection cost from your refund. Refunds will be processed within 14 days of receiving the returned item.