Delivery & Shipping Policy

This policy applies whenever Façade Creations Ltd supplies goods for delivery, both to individual consumers and to business customers. We define a consumer in accordance with UK law as an individual acting for purposes wholly or mainly outside their trade, business, craft or profession. If an individual buys goods on a trade account or explicitly for business use, they are not treated as a consumer, and different contractual terms will apply. For consumers, this policy works alongside the consumer rights laws which cannot be overridden. For business customers, the delivery terms set out in your signed contract or order will generally take precedence. If a business contract is silent on delivery details, the provisions of this policy will apply by way of default.

This policy covers the delivery of goods only. Any installation, design services, or other intangible services are governed by separate terms. “Goods” means any physical products we supply to you – typically bespoke façade components made to your specifications, as well as any standard ancillary materials we agree to supply. It includes, without limitation, aluminium panels, frames, brackets, fixings, glazing, cladding elements, and other accessories forming part of the façade. It also covers any non-bespoke items we stock. Services such as site surveys or installation are not considered “delivery of goods” under this policy, though they may have their own scheduling considerations under separate contracts.

We also use the term distance contract to describe a contract concluded without face-to-face contact (for example by online enquiry, telephone, email or post). In such cases, the UK Consumer Contracts Regulations require us to provide certain information in writing (e.g. total price, delivery costs, delivery time) before the sale is concluded and to follow special rules for cancellations and refunds. We fulfil those distance-selling obligations via our written quotations, order acknowledgements, and website information pages. Unless otherwise agreed in writing, all quotations and order confirmations from FCL include full details of delivery arrangements, pricing and contact information as required by law.

By default, Façade Creations delivers to locations throughout the United Kingdom. This includes England, Scotland, Wales, and Northern Ireland. In quotations and on our website we may state “delivery across the UK” to indicate all the above regions. For certain remote or insular areas (such as Scottish Highlands, some islands, or other difficult-to-reach locations), standard delivery rates may not cover those costs. In those cases, we will clearly notify you of any additional surcharges for remote deliveries at the earliest stage – for example in the quotation or order confirmation. We comply with Trading Standards guidance that all delivery charges must be transparent and must not mislead customers about locations served. If an address falls outside our normal service zones, we will discuss feasible options (for instance, delivery to a mainland depot for collection) before finalising the order.
Prohibited delivery locations: We do not ship to PO boxes or mail-forwarding addresses, as we must hand over goods to a physical location. We also reserve the right to refuse or delay deliveries to locations with serious access restrictions or heightened security requirements. For example, sites with extremely narrow access roads, low bridges, or active road closures may require special vehicles or planning. Likewise, secure installations or sites subject to congestion-zone restrictions (e.g. central London without prior permit) may incur extra fees or infeasible delivery options. If any special location issues are known, you must inform us before order confirmation. We will then assess feasibility and either make special arrangements (with agreed costs) or, if necessary, decline to deliver to that address.
International destinations: While FCL’s primary market is UK-based, we occasionally deliver internationally by agreement (such as to projects in the EU or Middle East). Such international deliveries will be treated as separate arrangements. Unless explicitly agreed otherwise, overseas deliveries will incur additional costs (freight, insurance, customs) and require full compliance with export/import regulations. The chosen Incoterm will set out responsibilities. Customers must ensure that any import permits, duties or local regulations are handled; any export compliance requirements on our side (e.g. export licenses) will be our responsibility. We will advise on likely export paperwork and timelines, but ultimate responsibility for import clearance rests with the buyer unless the contract says otherwise.

Façade Creations is committed to transparent delivery pricing. When you receive a quotation or order confirmation, it will clearly state whether delivery is included or will be charged extra, and if so how much. If delivery costs are applicable, we will itemise them (e.g. “Delivery charge: £X”) or describe the basis for calculation (e.g. per kilometer rate, weight-based, or flat rate for specified zones). We will also disclose any known surcharges in advance, such as for remote locations or specialist handling. This adheres to Business Companion guidance that all delivery charges must be clear and not misleading.

When we say an area is remote or subject to an extra fee, we will inform you before you confirm the order. For instance, if a Scottish island or northern territory incurs an extra transport cost, we will mention the surcharge in the quote. We will also suggest alternatives if possible (for example, collection from the nearest mainland hub) as per official guidance on reasonable delivery options.

We do not impose any hidden or excessive charges. After an order is placed, any additional delivery-related charges will only be levied if specifically agreed (for example, if you later change the address to a very remote location, or if a second delivery attempt is needed). All fees must be proportionate to the cost incurred by us or our carriers. We comply with UK rules on card payment surcharges and will not unfairly penalise you for using a particular payment method.

If a delivery attempt fails due to your reasons (address errors, site closure, etc.), see the Failed or Delayed Deliverysection below for how redelivery costs are handled. In such cases, we will seek your approval before incurring any additional fees.

For any overseas delivery, the terms of the sale will specify an Incoterm 2020 rule to govern responsibilities. Common Incoterms we might use include EXW (Ex Works), FCA (Free Carrier), CIF (Cost, Insurance & Freight), CIP (Carriage & Insurance Paid To), or DAP/DDP (Delivered At Place/Delivered Duty Paid). Whatever Incoterm is selected, the sales contract will explicitly state who handles transport, insurance, export/import clearance, and at what point risk passes.

For example, if the contract uses EXW (Ex Works), the buyer takes responsibility for arranging collection from FCL’s premises and all freight and customs. Under FCA (Free Carrier), FCL will deliver and load the goods onto the carrier you nominate at our factory or another agreed place, cleared for export; risk passes to you at that handover. Under CIF (Cost, Insurance & Freight) or CIP (Carriage & Insurance Paid), FCL would arrange and pay for main carriage and minimum insurance to the destination port or named place, with risk transferring at the port of shipment (or named point) to you. Under DAP (Delivered at Place), FCL is responsible for carriage to the named destination (for example, your site) and risk transfers upon arrival (before unloading). Under DDP (Delivered Duty Paid), FCL would clear the goods for import and deliver up to the agreed place bearing all costs and import duties, with risk still passing on arrival.

In practice, for B2B international sales we often use DAP or FCA, as they clearly delineate freight and risk and are compatible with UK export practices. The key point is: the chosen Incoterm will override any contradictory clause in this policy, and we will perform strictly in accordance with it.

Regardless of Incoterm, we will supply all necessary documentation: export invoices, packing lists, certificates, etc. Customers must handle or reimburse any import-related charges (customs duties, local taxes) as per the Incoterm. We strongly advise all international customers to be aware of their country’s import rules and to make timely arrangements for import clearance to avoid demurrage or other delays.