Frequently Asked Questions
Find clear answers below regarding ordering, UK delivery rates and timelines, building material specifications, and our return and refund arrangements at Tobridgeroad.
Category 1: Payment & Ordering
1. What payment methods do you accept?
We exclusively accept Visa and Mastercard (credit and debit cards). We do not accept cash on delivery, cheques, bank transfers, trade credit accounts, or alternative digital wallets. All payments are processed in British Pounds (GBP £) through our secure checkout.
2. How are prices, delivery fees and totals displayed?
All prices on tobridgeroad.com are displayed in GBP (£). UK delivery is free on orders of £100.00 and over, and £15.00 on orders under £100.00. The applicable delivery charge and total payable will be shown clearly at checkout before you place your order. Any applicable taxes and charges will be disclosed as required by law.
3. Can I amend or cancel my order after placing it?
If you wish to amend or cancel your order, please contact us as soon as possible at support@tobridgeroad.com or +44 20 7403 3480. We can amend the delivery address or cancel the order where it has not yet entered a stage that prevents the requested change. If cancellation is accepted, we will arrange the applicable refund to your original payment method. Statutory cancellation rights remain unaffected.
Category 2: Delivery & Shipping Rates
4. How much is delivery, and how do I qualify for free shipping?
Delivery is free (£0.00) on all orders where the product subtotal is £100.00 or more. For orders under £100.00, standard tracked UK delivery is charged at a flat rate of £15.00 across all UK postcodes.
5. How long will my order take to arrive?
Orders placed before 2:00 PM UK local time (GMT/BST), Monday to Friday, enter our processing queue on the same working day. Our handling time is 1–2 business days (Monday to Friday) and estimated carrier transit time is 3–5 business days (Monday to Friday), giving an estimated total delivery timeframe of 4–7 business days.
Orders placed after 2:00 PM UK local time, or on weekends or UK bank holidays, begin processing on the next working day. The 4–7 business-day delivery timeframe is an estimate calculated from the applicable processing start date and excludes weekends and UK bank holidays. Delivery dates are not guaranteed.
6. Will I receive tracking information?
Yes. When your parcel leaves our dispatch facility, we will send a dispatch confirmation email containing the carrier name, tracking number and a direct tracking link.
Category 3: Woodcraft, Wall Panels & Flooring
7. Should I order extra material to account for cutting and wastage?
In standard UK building practice, we recommend adding approximately 5% to 10% extra when calculating quantities for wall panels, cladding, flooring planks and tiles to allow for perimeter cuts, room alcoves, and pattern matching, and to ensure all materials come from the same production batch.
8. Do woodcraft and timber flooring products need to acclimatise before installation?
Where products contain natural wood, engineered timber or MDF cores, we recommend storing the unopened packs flat in the room where they will be installed for at least 24 to 48 hours prior to fitting so the material adjusts to normal indoor temperature and humidity levels. Always check the individual product page for model-specific installation guidance.
9. Can your Wall Panels & Cladding be used in bathrooms or outdoors?
Water resistance depends on the panel material. PVC bathroom cladding and designated exterior composite cladding are moisture-resistant, whereas acoustic wood-veneer slat panels with felt backing and standard MDF panelling are intended for dry interior rooms (such as living rooms, bedrooms and offices). Please check the individual product specification for moisture suitability before ordering.
10. Are adhesives, screws or underlay included with panels and flooring?
Some interlocking panel systems include starter clips or fixings where explicitly stated on the product listing, while adhesives, grouts, screws and flooring underlay are generally selected according to your specific wall or subfloor substrate. Please refer to the individual product page for exact package contents.
Category 4: Returns & Refunds
11. What is your return policy, and is return shipping free?
We offer free returns for eligible items under our voluntary 30-day return policy. The return period runs for 30 calendar days from the day after delivery. For change-of-mind returns under this policy, building materials should be returned unused, uncut, uninstalled, clean and complete in their original packaging with protective corner guards. Each parcel includes a pre-printed, prepaid return label.
This voluntary policy is separate from your statutory cancellation rights and your rights relating to faulty, damaged or misdescribed goods. Nothing in this policy limits your statutory rights under applicable UK consumer law. Return postage, restocking and administration fees are not charged for eligible returns. Any deduction for reduced value will only be made where permitted by law.
12. How quickly will my refund be processed?
For eligible returns, we will inspect the returned item and issue your refund within 3 business days of receiving it at our returns facility. Where statutory cancellation rights apply, we will comply with the applicable legal refund deadlines, including where proof that the goods have been sent back triggers an earlier deadline. Refunds are issued to your original Visa or Mastercard payment method in GBP (£). Your card issuer may require additional time to display the funds in your account.
Contact Our Customer Support Team
- Brand Name: Tobridgeroad
- Business & Returns Address: 45-47 Tower Bridge Rd, London SE1 4TL, United Kingdom
- Telephone: +44 20 7403 3480
- Email: support@tobridgeroad.com
- Customer Service Hours: Monday to Friday, 9:00 AM–5:00 PM UK local time (GMT/BST, as applicable)