Delivery and Shipping Policy

Delivery & Shipping Policy

Façade Creations Ltd (“FCL”, “we”, “us”, “our”) specialises in the design, manufacture, and installation of bespoke aluminium façade systems. Our Delivery & Shipping Policy sets out how we manage and deliver all physical goods and materials supplied to our customers, ensuring full compliance with UK law and industry best practices. This policy applies to the delivery of any products we supply – for example, aluminium façade panels, frames, brackets, fixings, glazing units, cladding elements, flashings, trims, and related accessories – and is intended for publication on our website. It covers both consumer and business-to-business (B2B) transactions, although specific legal rights differ between those categories. Consumers (individuals acting for purposes wholly or mainly outside trade) have statutory rights under UK consumer protection laws, whereas business customers typically rely on terms agreed in their contracts (including the Sale of Goods Act 1979 and any signed Terms of Sale). In all cases, nothing in this policy limits or removes statutory rights.

This policy complies with all relevant UK legislation and guidance on the supply and delivery of goods. It is informed by the Consumer Rights Act 2015, the Sale of Goods Act 1979, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and applicable secondary regulations for distance selling. We also adhere to guidance from UK Government and trading standards bodies, such as Business Companion and Department for Business information, to ensure transparency and fairness in delivery charges, scheduling, and customer communications.

This policy is structured into key sections: (1) scope and application, (2) legal framework and consumer/dealer obligations, (3) delivery areas and geographic scope, (4) delivery methods and handling, (5) scheduling and lead times, (6) delivery charges and transparency, (7) risk, ownership and insurance, (8) failed or delayed delivery and redelivery, (9) damaged or incomplete shipments, (10) international shipments and Incoterms, (11) customer and site requirements, (12) events beyond our control (force majeure), (13) sustainability and environmental compliance, and (14) accessibility and special delivery needs. Each section below is drafted in clear language with headings for easy reading, citing relevant statutory sources and guidance where appropriate.

Scope and Definitions

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.

UK Legal Framework for Delivery

The delivery of goods is governed by various UK laws and regulations. Where the buyer is a consumer, the Consumer Rights Act 2015 (CRA) and the Consumer Contracts Regulations 2013 impose strict delivery obligations on us. For business-to-business sales, the Sale of Goods Act 1979 (SGA) provides default rules in the absence of express contractual terms. In all cases, the underlying contract (including any signed terms of sale) is the first point of reference; this policy fills any gaps and ensures compliance with statutory requirements. Below we summarise the key legal obligations that affect delivery:

Consumer delivery obligations (Consumer Rights Act 2015): Under the CRA, the seller (us) is deemed to have promised to deliver the goods. Unless the consumer and seller agree otherwise, goods must be delivered “without undue delay” and in any event no more than 30 days after the contract is made. In practice, this means if we agree a specific date or timeframe in writing, we are legally bound to meet it. If no date is agreed, then the goods should be delivered as soon as reasonably possible, and certainly within 30 days. We do not routinely wait until the 30th day if an earlier delivery is practical, as doing so could be considered “undue delay”. If we fail to deliver on time under the CRA, and time was “of the essence” to the consumer (for example, the delivery was needed for a fixed site installation), the consumer may treat the contract as at an end and demand a refund. In other cases, the consumer can set a further reasonable deadline; if we still do not deliver within that extended period, the consumer may cancel and obtain a refund. We respect these statutory rights: if a delivery deadline is agreed and missed, we will comply with the CRA remedies (re-delivery, refund or cancellation) unless a different arrangement is expressly agreed with the consumer. These requirements are mandatory and cannot be contracted out for consumer sales.
Consumer contracts information (Consumer Contracts Regulations 2013): For distance sales to consumers (e.g. orders by phone, email, or online), the regulations require that before the contract is formed we clearly provide key information: our identity and contact details; a description of the goods; total price including taxes; all delivery costs; and the arrangements and timing for delivery. We meet this obligation by giving written quotations and order confirmations that specify delivery charges and dates. The consumer’s right to a cooling-off period (14-day cancellation right) for distance sales is covered in our Returns & Refunds Policy, but note that bespoke goods often fall under exemptions. Importantly, consumer distance contracts cannot waive the 30-day default delivery rule; even for bespoke made-to-order items, we must either deliver within 30 days or have explicitly agreed a longer period in writing.
Business-to-business sales (Sale of Goods Act 1979): For B2B contracts, the SGA implies delivery terms if the contract is silent. Sections 27–29 of the SGA establish that it is the seller’s duty to deliver the goods and the buyer’s duty to accept and pay. The SGA treats delivery of goods and payment of price as concurrent conditions – meaning the seller must be ready to hand over the goods in exchange for payment. If the contract does not specify a delivery date, Section 29 of the SGA requires the seller to send the goods “within a reasonable time”. What is “reasonable” depends on the circumstances (e.g. complexity of manufacturing bespoke façade elements). In our case, because products are made to order, we always specify lead times in the contract; those agreed schedules prevail over the SGA default. If a seller fails to deliver in a B2B sale, the buyer may claim breach of contract and seek remedies (typically damages or cancellation) under the SGA. While B2B parties can contractually vary many implied terms, under UK law exclusion of liability is constrained by the Unfair Contract Terms Act 1977 (for negligence) and the reasonableness test. In practice, FCL’s standard terms include reasonable limits of liability, but nothing will exclude liability for gross negligence or death/personal injury as required by law.
Incoterms 2020 for international deliveries: When we agree to export goods (for example to EU or overseas projects), we adopt the Incoterms 2020 framework published by the International Chamber of Commerce. The selected Incoterm in the contract (such as EXW, FCA, DAP, CIF, etc.) clearly allocates responsibility for delivery, carriage, insurance, customs clearance, and risk between FCL and the buyer. For instance, under FCA (Free Carrier) we deliver goods, cleared for export, to a carrier nominated by the buyer at a named place; risk passes at that point. Under DAP (Delivered At Place) we arrange carriage to the agreed destination and risk passes on arrival at the location. These Incoterm provisions (along with any customized trade terms in the contract) will override any conflicting general policy statements. We will state the chosen Incoterm in the sales contract and will abide by it in full. Any international deliveries will also comply with UK export controls and the customer’s import regulations (e.g. payment of import duties, export licenses) as discussed below.

Throughout this policy, references to “consumer” rights (Consumer Rights Act, Consumer Contracts Regulations, etc.) apply only to individual end-users. Business customers should review their contract documents for agreed delivery terms. In case of any inconsistency between consumer statutory rules and our contract (for example, if a consumer contract inadvertently limits rights), the statutory rights will always prevail.

Delivery Areas and Location Restrictions

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.

Delivery Methods and Handling

We select delivery methods appropriate to the nature, size, and weight of your goods. For standard stock items or accessories, we may use courier or parcel services. Larger components or bulk consignments are typically transported on pallets using dedicated carriers. Oversized or particularly heavy items (e.g. long aluminium extrusions or large structural panels) may require specialist vehicles such as HIAB-mounted lorries, flatbeds, or curtain-side trucks. In some cases we deploy our own branded vehicles (with cranes or tail-lifts) for sensitive or high-value consignments to ensure careful handling. The exact means of delivery will be communicated to you in the quotation or contract, but we generally reserve discretion to choose the carrier and vehicle type based on the goods and delivery address.

Site delivery and unloading: For deliveries to construction or refurbishment sites, you (or your site representative) must ensure safe access and readiness for our vehicles. This includes providing adequate turning space, road strength for the expected vehicle weight, and vertical clearance at site entry points. You should also have clear and level ground where the vehicle can safely stand and off-load goods (e.g. use of slings, forks). Unless explicitly agreed otherwise, the responsibility for unloading the delivery vehicle lies with the customer. Our drivers will place goods as close to the site entrance as safely possible, but any lifting equipment (crane, forklift, pallet truck) and manpower to move the items on-site are assumed to be your responsibility. We will inform you if a delivery requires special unloading equipment, and we may offer crane off-load services for an additional fee if requested in advance.

You must notify us before delivery of any site-specific rules or restrictions. For example, if the site has strict working hours or appointment windows, if driver site inductions or passes are required, or if access is limited by height barriers or gate codes. We rely on you to communicate these constraints at the time of order. If our delivery team arrives without prior notice and finds the site unprepared (e.g. gate closed, necessary personnel or equipment absent, unanticipated hazards), the delivery may be aborted. In that event, you may incur additional costs. Specifically, any aborted delivery (including any charges by the carrier) can result in storage fees or a second delivery charge, which we will notify you of before attempting to re-deliver.

For deliveries made to a residential or commercial address (not a construction site), we assume someone authorized will meet the carrier. If no one is available to sign for and receive the goods at the agreed time, the delivery attempt may be considered failed under our terms (see Failed or Delayed Delivery below).

We always aim to handle and pack our goods securely for transit. Fragile items (such as glazed panels or intricate components) will be wrapped or crated, and hazardous goods (if any, such as certain insulating materials or adhesives) will be transported in compliance with all applicable transport regulations (e.g. ADR rules for dangerous goods). It is our policy to use recyclable packaging wherever practical and to comply with the UK Packaging Waste Regulations in how we handle any packaging materials.

Delivery Scheduling and Lead Times

Because FCL specialises in bespoke façade systems, most orders involve custom design, manufacturing, and supply chain planning. Lead times for manufacturing and delivery are therefore inherent to the contract schedule. When you request a quote, we will provide an estimated production timeline and site delivery date. These lead times are based on design approval, material procurement and manufacturing complexity. Once designs, specifications, and finishes are formally approved by you, we will confirm in writing the expected dispatch date and, where practical, an estimated delivery window (e.g. “week commencing…”). We endeavour to adhere to agreed schedules and will notify you promptly if any material change is needed.

For consumer stock orders or standard products (where not part of a wider project), we follow the usual consumer law guidelines. We aim to process and dispatch such orders within a reasonable time. If you are a consumer ordering non-bespoke goods without a specified delivery date, the law requires that we deliver within 30 days of contract. In practice, if you order standard items via telephone or email, we will normally dispatch as soon as they are available, often within days. We comply with the Consumer Contracts Regulations by confirming the delivery timeframe in our order confirmation.

For time-critical deliveries, for example if a building site requires panels on a specific date to meet a crane schedule or project milestone, “time is of the essence.” In such cases the essential delivery date must be explicitly stated in the contract and agreed by both parties. If we agree a date as essential and fail to meet it through our fault, you may have statutory remedies (such as contract termination) in addition to any contractual remedies. In normal project management practice, where dates are critical, we schedule deliveries well in advance and coordinate with site logistics, but any failure to meet an essential date will be handled in line with the consumer delivery rules or contract terms as applicable.

We attempt to keep lead times as short as possible, but variables like global material supply, weather, or vendor delays can affect schedules. If there is a foreseeable delay in manufacture or shipment (for example, a supplier lead-time extends), we will inform you promptly and propose a revised date. In any event, we will not unnecessarily postpone delivery to the limit of statutory time without good reason, as doing so could constitute “undue delay” under consumer law. Our goal is to meet the agreed delivery program and avoid disruptions; if your project timeline changes, we ask that you inform us immediately so we can adjust our logistics accordingly.

Delivery Charges and Fees

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.

Delivery, Transfer of Risk and Title

When is delivery deemed to occur? We consider delivery to have occurred when we hand the goods over to you (the buyer) or to a person you have authorised at the agreed delivery address. In most cases this is evidenced by signing a delivery note, manifest, or electronic proof of delivery. Where signature is impractical, our drivers may record photographic or electronic confirmation to acknowledge receipt. For example, they might note vehicle tracking data or take a photo of the delivered goods in place. Under UK rules, delivery is complete at this physical handover point.

If you have arranged for your own carrier to collect the goods from us (for instance under an EXW or FCA term), then delivery is deemed to occur when we hand the goods to your nominated carrier. Once the goods leave our premises in the carrier’s possession, our delivery obligation is fulfilled. We recommend that if you use your own transporter, you or they inspect the goods upon collection so that you are aware of their condition immediately.

Transfer of risk: The point at which risk of loss or damage passes depends on the contract type. For consumer sales, the Consumer Contracts Regulations specify that risk passes to the consumer only once they (or their nominated person) have physically received the goods. In practical terms, if FCL arranges and pays for delivery by a carrier, we bear the risk of damage or loss during transit until receipt is confirmed. We take care to insure goods in transit or use carriers with their own insurance as appropriate. As Business Companion notes, “if the trader arranges for goods to be delivered to a consumer, the goods remain at the trader’s risk until delivery”. We will make sure either we or our carriers insure the shipment for the full value until delivery is complete.

If you are a consumer who has specifically chosen your own carrier (for example, if we quote you a price for collection by your arrangement), risk will transfer to you at the moment we hand the goods to that carrier. You will then be responsible for any loss or damage from that point onward. We will clarify this in writing when applicable.

For business-to-business contracts, it is common to set risk passing similarly at delivery to the buyer’s premises or to the buyer’s carrier. Unless the contract expressly states otherwise, we assume risk passes when we deliver to the agreed location (or to the carrier if we are transporting by a third party). Because commercial parties can contract as they wish, we strongly recommend that the contract specify if risk and insurance obligations are handled in a different way (for example, if the buyer must insure goods as soon as they leave the factory, or if FCL arranges insurance all the way to site).

Transfer of ownership (title): Title in the goods means legal ownership, and this also follows the contract terms. Unless we have agreed a different arrangement, FCL retains ownership of the goods until full payment is received. In other words, legal title passes to you only when we have been paid the full price (including any delivery charges). Until that point, you are only the bailee of the goods (the buyer in possession). This retention-of-title practice is common in commercial contracts to protect the seller if payment is not made. If a buyer were to become insolvent before payment, for example, we could claim back undelivered goods (subject to proper contract wording). If you have paid in full before delivery (as in many consumer sales), title transfers immediately upon that final payment or at delivery, whichever comes later.

Because of this, if you resell or install the goods without having paid us in full, you may still be obligated to hold the proceeds on trust or otherwise account to us; but we would usually waive such claims in practice where it makes sense. The important point is that retention of title does not affect the fact that your rights to receive the goods conform to contract (for example, goods must be as ordered); it only determines what happens if you default on payment. We will not assert ownership to withhold goods where you have properly paid under the contract.

Delivery Documentation and Proof of Delivery

Every delivery is accompanied by documentation for transparency and verification. For UK deliveries, we issue a delivery note (also called a dispatch note) that itemises the products being delivered and their quantities. This note is signed by the recipient (or the recipient’s representative) as proof that the goods arrived. We strongly encourage you or the person receiving the delivery to carefully check the goods against the delivery note before signing. If you notice obvious damage or missing items, please note these on the delivery paperwork before signing. Our drivers may refuse to hand over the goods until such discrepancies are recorded, which helps us resolve issues.

If delivery occurs at a remote site or if a signature cannot be obtained, our carrier may record an electronic proof of delivery (ePOD) or take a photograph of the goods at the delivery point. We keep copies of all signed delivery notes and any ePOD records. These form part of our official records and can be provided to you on request after delivery.

For international shipments, we will provide the appropriate shipping documents required under international trade practice. This typically includes a commercial invoice, packing list, and any required export documentation (such as export licences or certificates of origin). If transportation by sea or air is arranged, we will also furnish you with the relevant Bill of Lading or Airway Bill. These documents serve both as proof of shipment and as proof of delivery (for example, a carrier’s signed delivery receipt on the Bill of Lading). Please ensure that an authorized person is available to receive and sign international deliveries at the agreed port or airport, or that someone collects the goods from the carrier in a timely manner, in order to finalize the delivery process.

Delivery Delays, Failures and Redelivery

Late or failed deliveries – seller error: If a scheduled delivery attempt fails due to our or our carrier’s error – for example, a mistake in labelling, routing, or scheduling – we will take full responsibility. In such cases, we will arrange a redelivery at no extra charge and at the earliest practical opportunity. We will keep you informed of any correction process and will remain responsible for the goods until they are properly delivered. If a delivery slot has passed without goods arriving and the fault is ours, you should contact us immediately. We will investigate and rectify the situation without imposing any penalty on you.

Failed delivery – customer issues: If a delivery attempt fails due to circumstances under your control, a different approach applies. Examples include: providing an incomplete or incorrect address; the delivery location being unattended or closed when the driver arrives; undisclosed access restrictions (e.g. low clearance, weight limit) that prevent the vehicle from reaching the drop-off point; or the intended recipient being unavailable to sign for the goods. In these cases, the carrier may return the goods to our warehouse or hold them at a nearby depot. If the goods are returned or stored because of customer-related issues, we reserve the right to charge reasonable redelivery and/or storage fees. Before arranging another delivery, we will inform you of any such fees. These charges would be commensurate with the costs incurred (for example, carrier redeployment or rental of depot space). We will not simply re-attempt delivery multiple times at our own cost if the delivery cannot proceed.

Storage and customer collection: If goods are held at a depot after a failed attempt, you may in some cases elect to collect them instead of paying another delivery fee. We can arrange for pickup from our facility or a designated depot. If you choose collection, we will agree on a suitable time and provide identification requirements (e.g. show ID or order number). This option may save on redelivery charges, especially if the delivery location remains inaccessible. Any costs of collection (transport to the depot) would be your responsibility, unless collection at our site or a depot within reasonable range is included as a goodwill alternative.

Delays by customer: If you request a change of delivery date or location after dispatch, this may also incur fees if carriers charge us for rerouting. Similarly, if you cannot accept the goods on the agreed date (for example, if your site is unexpectedly not ready), we may store the goods and invoice reasonable storage costs if the delay is prolonged. These situations will be handled on a case-by-case basis, with charges communicated in advance.

Throughout, we follow the principle of fairness: we will not levy charges in a punitive way but will seek to recover only the extra costs we incur due to re-delivery or storage. Our goal is to work with you to complete delivery efficiently. Our carriers are instructed to exercise reasonable judgment; for instance, if a delivery attempt fails, often they will leave a card with instructions rather than automatically returning goods. Ultimately, maintaining communication and accurate information minimizes such issues.

Damage, Shortage, and Non-Conforming Deliveries

This section addresses delivery-related quality issues. (Please refer to our separate Returns & Refunds Policy for general rights to reject faulty or misdescribed goods beyond initial delivery checks.)

Inspection on receipt: We strongly recommend that you inspect all goods immediately upon delivery, within the practical constraints of the delivery process. Check the packaging for obvious damage and ensure the quantities match the delivery note. Our drivers are not obligated to unpack or test the goods on site, but you should verify that nothing is missing from the delivery crates or pallets. If possible, make any notes of concerns on the delivery note before signing, or ask the driver to record them electronically.

Reporting damage or shortage: If goods arrive damaged, incomplete, or with any visible defects that were caused in transit, you should notify us as soon as possible, ideally within 48 hours of delivery. In your report, please include your order number, delivery date, and a clear description of the issue (with photographs, if convenient). We will use this information to investigate with the carrier and arrange the appropriate remedy. Under UK law, we remain responsible for transit damage if we arranged carriage, so we will generally replace or repair damaged items at our cost.

Our response: If it is confirmed that goods were damaged or missing through no fault of your own, we will promptly send replacements of the affected items or agree another remedy (such as repair or credit), in line with our legal obligations of supplying goods as described and fit for purpose. We will coordinate with you for an expedient resolution. If a damaged item must be returned to us for inspection, we will provide return shipping labels or arrange collection at no charge. (If you believe something is missing, we will verify against our dispatch records. If the shipment was short, we will send the missing parts at once.)

Note that minor issues (for example, a superficial mark on an item or a very minor shortage in large orders) will be judged reasonably; the law requires goods to be of satisfactory quality, taking into account price and description. We will handle your concerns fairly, seeking only that major defects be remedied. In no event will we attempt to deny your statutory rights.

Late defect reports: The Consumer Rights Act imposes time limits on certain claims (e.g. short-term right to reject within 30 days for consumers), but because façade projects are complex and often involve professional buyers, we generally encourage reporting any problems as soon as they are noticed. We will do our best to assist even with reports beyond the initial delivery. However, without visual evidence or prompt notification, some logistics issues (e.g. telling whether damage happened in transit or on site) can become more difficult to resolve.

Our aim is to ensure you are satisfied with the delivered goods as promptly as possible. Any delivery condition issues will not delay replacing items that we have agreed to supply.

International Shipping and Incoterms

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.

Customer and Site Responsibilities

Deliveries can only succeed if the delivery location and recipient are prepared. To help ensure smooth delivery, you agree to the following responsibilities:

Accurate information: Provide us with the precise delivery address, contact name, telephone number, and email. If the delivery is to a construction site, give us the site address and any reference numbers (e.g. site name or project reference) so the drivers can find the location. Notify us immediately if any of these details change.
Advance notice of restrictions: Inform us in writing of any special requirements at the delivery site. This includes security checkpoints, restricted operating hours, low overhead cables/bridges, steep or soft access roads, or any requirement for permits (such as health and safety or environmental inductions). If unloading space or equipment is limited, let us know in advance.
Receiving personnel: Ensure that someone with authority and knowledge of the site is present to receive the delivery at the agreed time. The receiver should be aware of the delivery and ready to sign the delivery note or otherwise acknowledge receipt. For sensitive or high-value goods, the recipient may be asked to verify identity before accepting.
Unloading obligations: If we have agreed to deliver goods to your site, you must provide the necessary manpower or equipment to off-load safely, unless we have specifically agreed to provide crane-offload or forklift support for a fee. You must also comply with any safety directions from our driver (for example, not to move the truck if unsafe to do so, or to wear appropriate PPE during unloading).

Failure to meet these responsibilities may lead to delays or costs. For example, if a delivery truck arrives and cannot enter the site because of blocked access, or if no one is there to receive it, the carrier may have to return the goods. In such cases, as noted earlier, a redelivery fee may apply. Similarly, if you ask us to return at another time because the site is not ready, we reserve the right to pass on any extra costs (such as waiting time or storage). We will always notify you of any such fees in advance.

By accepting delivery, you also confirm that the goods have been handed over in good condition (subject to inspection) as per the delivery documentation. If installation or further work is needed, the 30-day guarantee periods or other statutory timelines for defects commence once you have signed for the goods (or otherwise taken possession).

Events Beyond Our Control (Force Majeure)

FCL shall not be liable for any delay or failure to deliver goods if such delay or failure results from events beyond our reasonable control. Such events, often referred to as “force majeure,” include but are not limited to: natural disasters (flood, storm, earthquake), extreme weather conditions, fire, war, terrorism, civil unrest, industrial action or strikes (whether by our staff, suppliers or carriers), governmental acts or restrictions (e.g. new regulations, sanctions, embargoes), pandemics, accidents, or any other cause beyond reasonable control. Major transport disruptions such as road closures or breakdowns are also included.

If a force majeure event occurs that affects delivery, we will notify you as soon as practicable with an estimate of the expected delay. We will make reasonable efforts to arrange alternate transport or mitigate the delay. If the delay is prolonged, we will engage with you to agree on next steps, which may include rescheduling the delivery or, if necessary for consumer contracts, discussing cancellation and refund in line with your rights under the Consumer Contracts Regulations or return of goods policy. Under no circumstances will we be responsible for external events we cannot control, but we remain committed to honest communication and minimizing any inconvenience caused by such events.

Environmental and Transport Compliance

Façade Creations is committed to sustainable practices and compliance with environmental regulations throughout our operations, including delivery. In transportation, this means we use carriers and vehicles that meet UK emissions standards. All heavy goods vehicles we or our carriers use for deliveries meet the required Euro emission standards. For example, Clean Air Zones in UK cities require heavy goods vehicles to meet Euro VI standards for particulate and nitrogen oxides. We ensure that our logistics partners are aware of and comply with these requirements (including Low Emission Zones in places like London) to avoid penalties and reduce pollution.

We also strive to minimize the carbon footprint of deliveries. As the UK drives toward net-zero emissions by 2050, businesses are under increasing regulatory and social pressure to adopt green logistics practices. Where possible, we consolidate loads, optimize routes, and use efficient vehicles (for example, low-emission or alternative-fuel trucks) for our deliveries. We encourage carriers to participate in carbon offset or energy-efficiency programs. Any packaging materials used for delivery (timber crates, pallets, wrapping) are sourced to minimize waste and are recyclable or reusable wherever feasible. We comply with the UK Producer Responsibility Regulations for packaging, ensuring that any packaging waste is recycled or disposed of according to environmental guidelines.

In addition, we comply with all transport laws regarding safety and vehicle maintenance. Carriers we use have valid operator licenses and insurance for commercial transport. Drivers follow road traffic regulations, weight limits, and secure cargo properly to avoid environmental incidents (e.g. spillage or debris). By choosing reputable logistics partners and insisting on regulatory compliance (for example, brake tests, emissions checks), we ensure deliveries meet environmental standards in transit.

Our environmental commitments also align with FCL’s broader sustainability goals. For instance, if feasible and not compromising delivery schedules, we may ship by rail or sea for very long-distance deliveries, as such modes can have lower emissions than road transport. We keep abreast of emerging regulatory changes (such as requirements for cleaner fuels or electrification of trucks) and will adapt our delivery practices accordingly. Ultimately, we aim not only to comply with current regulations (like the UK Clean Air Zones guidance) but to exceed them where possible, contributing to a more sustainable supply chain.

Accessibility and Special Delivery Needs

Façade Creations recognises that some customers may have disabilities or special requirements that affect delivery. We strive to make our delivery process inclusive and responsive to such needs. If a customer has an additional delivery requirement – for example, a need for extra assistance from the carrier, a preference for a specific delivery time, or a requirement to leave packages in a safe location – we will accommodate these as far as reasonably possible.

We work with national carriers and postal operators that already offer “additional delivery needs” options. For example, some carriers allow customers to register preferences such as needing more time to answer the door, or using a neighbour as an alternate recipient. We support such services. Our staff will assist customers in communicating their needs to the carrier when booking a delivery. We will also do our best to ensure deliveries to disabled individuals are handled considerately. For instance, if you inform us that the recipient has mobility issues, we will notify the driver to take extra time and care or to help bring smaller items indoors when feasible.

Our approach is consistent with emerging industry practices. For example, Ofcom’s recent postal regulation review notes that major delivery companies are improving accessibility – allowing disabled customers to specify delivery needs and ensuring parcel collection points are accessible. We likewise aim to meet reasonable accessibility standards. If, for example, your address includes a hard-to-open gate or requires assistance to load goods into a wheelchair-equipped vehicle, please let us know in advance. We will discuss possible arrangements (such as bringing goods closer to the door or scheduling deliveries when the needed personnel are present).

Please note, however, that for deliveries involving heavy building materials, it may not be possible for a carrier’s individual to carry very large items into a dwelling; in such cases we may suggest leaving the goods as close as safely possible to your door or porch. Our main delivery responsibility is to ensure the goods reach the premises safely. Once delivered, any further assistance will be evaluated on a case-by-case basis, considering health and safety. In all cases, we welcome communication of any special requirement (hearing impairment, need to text ahead of arrival, access to visual notifications, etc.) so we can plan accordingly.

By working together, we aim to provide a delivery service that respects every customer’s needs while maintaining safety and efficiency.

Review, Questions and Policy Updates

This Delivery & Shipping Policy is part of our commitment to transparency and compliance. We review it at least annually and whenever there are significant changes in the law or our business operations. The latest version will always be available on our website (in the Legal or Policies section). This policy does not override any specific delivery terms agreed in a contract or your statutory rights under UK law.

Contact Us

If you have any questions or concerns about this policy, please contact us.

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