Delivery & Returns Information
This page explains how VC Materials handles delivery, returns, refunds and exchanges for orders placed online, by phone or by email. It is designed to give you clear, practical information so you know what to expect before you place an order.
Please note that this page is a summary of our key delivery and returns terms. For full legal details, including your statutory rights, please refer to our Terms & Conditions page.
We deliver building and construction materials to customers in our local area and, for selected items, across the wider UK mainland. All timeframes below are estimates and depend on stock levels, order size and access.
Local deliveries – Wembley and nearby areas
For addresses close to our base in Wembley and surrounding areas, most in-stock items are typically delivered within 1–2 working days.
Greater London deliveries
For deliveries across Greater London, in-stock items are usually delivered within 2–3 working days.
UK mainland (selected items only)
Certain products, especially smaller or packaged items, can be shipped via courier to UK mainland addresses. Typical courier timeframes are 2–4 working days from dispatch.
Order cut-off times
Orders placed and confirmed before 2:00pm on a working day are usually processed the same day. Orders received after 2:00pm, on weekends or on public holidays will be processed on the next working day.
If you have a deadline for a project or require same-day/next-day delivery, please contact us before placing your order so we can confirm what is possible.
| Order type / area | Delivery charge (guide) | Notes |
|---|---|---|
| Local orders under £100 (Wembley & nearby) | From £10 + VAT | Charge depends on distance, weight and access. |
| Local orders £100–£300 | From £5–£15 + VAT | We will confirm the exact charge before you pay. |
| Local orders over £300 | Often free or discounted | Free or reduced delivery may apply on suitable orders. |
| Greater London deliveries | From £20 + VAT | Priced by distance, order size and required vehicle. |
| UK mainland courier (selected items) | From £10 + VAT | Charged per parcel based on weight and size. |
| Special deliveries (timed, out-of-hours, crane-offload etc.) | Price on request | Quoted individually depending on your requirements. |
Many of our products are heavy, bulky or palletised. Safe delivery depends on suitable access at your site or address.
Vehicle access
Please tell us about any access restrictions when you order, including weight limits, narrow roads, low bridges, controlled parking zones or time restrictions. If our delivery vehicle cannot safely reach your address, we may need to arrange an alternative drop-off point or reschedule.
Kerbside deliveries
Most bulk and palletised deliveries are made to kerbside only. This means we will deliver as close as reasonably possible to your property, but our drivers are not usually able to carry materials into buildings, up stairs or across difficult ground.
Ground conditions
Pallet trucks and similar equipment require solid, level ground. Soft, uneven or sloping surfaces may prevent us from moving pallets to your preferred location.
Customer responsibility
Once the delivery has been made to the agreed point, you are responsible for moving and storing materials safely. Please make sure enough people and equipment are available on site to accept and handle the delivery.
Standard stock items
You may usually request to return standard stock items within 14 days of delivery, provided they are unused, in resalable condition and in their original, undamaged packaging.
We may refuse or reduce a refund if goods show signs of use, damage or missing components.
Special orders & made-to-measure items
Products that are made to your specifications, specially ordered in for you, or cut to size are normally non-returnable unless they are faulty or we have supplied the wrong item.
We will always confirm any non-returnable status when you place a special order.
Faulty, damaged or incorrect items
If you receive goods that are damaged, faulty or not what you ordered, please notify us as soon as possible and within 48 hours of delivery where practical.
We may ask for photos and batch details to help us investigate. Where a problem is confirmed, we will normally arrange a repair, replacement, refund or credit.
To help us process your return quickly, please follow the steps below.
- Contact us first
Get in touch by phone or email with your order number, the item you wish to return and the reason. We will confirm whether the item is eligible and explain any costs. - Receive return instructions
We will confirm how and where to return the goods. In some cases we may arrange collection; in others you may be asked to return items to our premises or via a courier. - Prepare the goods
Repack items securely in their original packaging wherever possible. Include all accessories, components and paperwork. - Arrange transport
Unless the goods are faulty or we made an error, you are usually responsible for return transport costs. We can often help you arrange this at your expense. - Keep proof of return
Keep any collection note or courier receipt until your refund or exchange has been completed.
If you are unsure whether your item can be returned, please contact us before arranging any transport.
When we issue refunds
Refunds are normally processed after the returned goods have been received and inspected, or after we have confirmed that a refund is due (for example for a missing delivery).
Refund method
Where possible we will refund using the same payment method you used for the original purchase. For trade accounts or agreed arrangements we may issue a credit note instead of a cash refund.
Processing times
Once approved, we aim to process refunds within 3–5 working days. Your bank or card provider may then take a further 3–5 working days to show the funds in your account.
Exchanges and replacements
If you prefer an exchange or replacement item, we will confirm availability and any price difference. Additional delivery charges may apply for replacement deliveries, depending on the circumstances.
Nothing on this page affects your statutory rights under UK consumer law. For full details, please refer to our Terms & Conditions.
If you have any questions about delivery options, access at your site, whether an item can be returned, or how a refund will be handled, our team is here to help.
For project-critical deliveries or larger orders, we strongly recommend contacting us before you place your order so we can confirm availability, lead times and the most cost-effective delivery approach.
You can reach us using the details on our Contact page, or by sending us a message using the online contact form.
