Welcome to our FAQs

Got any questions? You’re in the right place.
We’ve answered the most common things people ask about below. If you still need help, just reach out, we’re happy to assist.

Ordering & Payments

• How do I place an order online?
  Find the items you require for your project and add the items to the basket, enter your postcode, choose your delivery/collection option, and complete checkout. An order confirmation will then be sent to your email.
• Can I place an order over the phone?
  Yes. Customers can call during opening hours to place an order with the sales team.
• Will I get an invoice for my order?
  Yes. This will be sent to your email once you place your order. If you cannot find it you can access your invoice via the account area (or provided by the team if needed).
• What are your opening hours?
  We are open on Monday-Friday from 8am-5pm, 4.30pm on Friday. On Saturdays our phone lines are open between 8.30am-5pm.
• Do you offer trade pricing or bulk discounts?
  Yes, we offer a discount to merchant partners, our discounts are applied automatically at basket. You will also see the prompt to the next discount tier.
  We also offer a ‘Wait & Save’ where you can get a cheaper price by waiting a little longer (10-15 working days). You can email us your list of lintels and the delivery postcode for a quote info@uklintels.com please title your email Wait & Save.
• Are prices shown inclusive of VAT?
  Prices on our product pages are exclusive of VAT. However, we do have a toggle which can switch our prices to be inclusive of VAT. You will find this in the top right of our webpage.

Delivery

• Do you deliver nationwide?
  Yes, our delivery network covers the whole of mainland England/Wales & Scotland. We do not offer delivery to the following only, Ireland, Channel Isles, Isle of Wight, Scottish Isles. However, you can book your own courier to collect on your behalf.
• What is the delivery lead time?
  Lead times are shown in the basket once a postcode is entered.
• What does “delivered by” mean?
  “By [date]” means the order will arrive no later than 17:00 on that date, and may arrive earlier (you will be contacted as soon as we have a delivery date for your order).
• Will I get a delivery timeslot?
  Yes. 95% of our orders are delivered on our own transport meaning you will get a time slot and be able to track your delivery via our live tracker. We are not able to offer a time slot for courier deliveries.
• Do I need to be on site to accept delivery?
  Ideally, yes. Someone must be present to offload the items. Due to health and safety regulations, our drivers are unable to assist with unloading heavier goods, for most orders. We do provide a live tracking service, so you can follow your delivery in real time, and you’ll receive a time slot for when it’s expected to arrive so you can arrange someone to be on site.
• Can I change my delivery address after ordering?
  If you require to change your address after ordering you must do this as soon as possible. We cannot guarantee we will be able to change your delivery address once the order is out on the road, which may result in a £69 aborted delivery fee.
• Can I change my delivery date after ordering?
  If you wish to have it quicker, we will send you the prices to upgrade to our Fast-Track, Next Day Service. If you wish to delay your order, please state the day you would like us to deliver from, we will put it on hold in our system until the date you provide us with and the lead time will commence from this date.
• Is Fast Track & Next Day Delivery guaranteed?
  Yes* – If you place an order for our Fast Track or Next Day Delivery, you will get a confirmation email to confirm your booked delivery day with a 5 hour time slot.
  If we do not achieve the delivery in time after accepting your order, we will refund your delivery fee in full. That’s our delivery service promise.
  If we cannot accept your request, we will refund any amount paid for this service and you will have the option to cancel the order for a full refund.
  *N.B – see time restrictions for order cut offs.

Click & Collect

• Do you offer Click & Collect?
  Yes, 24 hours click & collect is available at check out. We also offer a premium collection, with this option, your order will be ready in 2 hours.
• When can I collect my order?
  You may come to collect your order once you receive our ‘Ready for Collection’ notification. Customers should wait for confirmation to avoid wasted journeys.
• What do I need to bring for collection?
  Order confirmation (Order number) and a suitable vehicle for the length/weight of items you have ordered.
• Can someone else collect on my behalf?
  Yes. They will need your order confirmation or order number and be able to check they have the correct goods before leaving our depot.

Tracking & Order updates

• How can I track my order?
  Once your order is placed you can track it’s progress on our live tracker.
• What if the tracking doesn’t update right away?
  Give it 10 minutes and try refreshing the page. If it still hasn’t updated you can give us a call and we will try give you an update.
• Will I get a call before the driver arrives?
  Yes our drivers will call you an hour or so before arriving to your delivery address. However, please note for 3rd party couriers we cannot offer this service.
  

Returns, cancellations & made-to-order items

• Can I cancel or return my order?
  You can reply to your order confirmation and request a cancellation. Our team will look into this for you and let you know whether it is possible to cancel your order and return your items. Please note, made-to-order products or cut to length products are non-returnable.
• How do I request a return?
  You will find an online return form to complete in ‘My account‘ section.
• Will my delivery fee be refunded if I return my items?
  Delivery fees are non-refundable once your order has been delivered, as the service has already been completed.
• Will you collect my order if I want to return it?
  If your return request is accepted. We’re able to collect returns when we deliver a new order, allowing us to exchange both at the same time. If you’re not placing another order, we kindly ask that you return the item to us yourself and please note fees may apply.
• If my order was cut to length, can I still cancel or return my order?
  You will need to contact us and our team would investigate, if we do accept your return request of your cut to length item(s), there may be a restocking charge.

Steel Lintels

• What if you don’t have the lintel code I need?
  You can use our lintel finder to assist you. We also have a technical department that can assist here.
• How to install a lintel?
  You can read our guide to assist you. Click here to access the guide.
• Are your lintels equivalent to Catnic/ IG/ Keystone/ Birtley?
  We offer the equivalent lintel codes on each of our product pages and provide the loading data of our lintels for cross checking against other manufacturers items. Our lintels are the equivalent in function for each product code, there are often small differences in each manufacturers technical loading data, therefore please check the product specification table for the specific product against your alternative manufacturers code prior to ordering.
  Our own brand lintels are: BSI Quality Assurance Accreditation to ISO 9001 & BS EN ISO 9001
• Where to find the loading tables of lintels?
  You will find our loading tables at the bottom of the item page. To understand what the tables mean, you can go to our technical page here.
• CXL Extreme Load Lintels – are these made to order?
  No, we manufacture our own version of CXL Style Extreme Load Lintels in every cavity size (50,90,110,130,150mm) from 0750mm-6000mm long.
  We can manufacture any length greater than this if required.
  Please Note: These items are cut to length from longer stock profiles. Once cut these items are non-returnable and the order cannot be cancelled.