Shipping & Delivery

Deliveries are arranged by the Seller to ensure a high-quality service. Pickup from our warehouse is not available—all orders are delivered directly to the Buyer’s specified location.

Delivery Conditions

The Buyer must ensure that the delivery location is accessible by truck and has stable ground suitable for unloading pallets.
Before placing an order, please note that the supplier’s truck is 17 meters long, 2.6 meters wide, and 4 meters high. It is important to confirm that delivery to the provided address is possible. If access is restricted, the supplier will deliver the goods to the closest accessible location designated by the customer.
To ensure a smooth delivery, the driveway must be at least 3 meters wide, the road must support vehicles with a gross weight exceeding 40 tons, and the area must be clear and accessible. Additionally, the truck must have enough space to make a U-turn.
If delivery is not possible due to restricted access—such as narrow roads, weight limitations, or unstable ground—additional costs will apply. If you are unsure about accessibility, please contact us before placing your order.
Risk of loss or damage transfers to the Buyer upon delivery.

Unloading Responsibility

Standard deliveries are made using a truck without a tail-lift.
In such cases, the Buyer is responsible for arranging unloading equipment (e.g., forklift or similar).
If you require delivery with a tail-lift truck, this must be arranged separately and will incur additional charges. If delivery is made with a tail-lift truck, the driver will place the pallets on the sidewalk by default. The driver may place them elsewhere at their discretion if conditions allow.
If unloading is not possible due to Buyer-related reasons (e.g., no unloading equipment, inaccessible location), additional redelivery or handling fees will apply.

Flexible Scheduling

Buyers can request a preferred delivery date, but exact timing is not guaranteed due to potential delays (e.g., weather, traffic).
If a delivery attempt fails due to access issues, the Buyer will be charged for redelivery.

Delivery Areas & Times

We deliver only to mainland France (excluding Corsica and other islands).
Estimated delivery time: 2-3 weeks, depending on location.

Delivery Costs

Shipping costs are already included in the listed product prices.
If an order is canceled while already in transit, the Buyer is responsible for all shipping costs incurred.

Defect Reporting & Claims

The Buyer must inspect the goods immediately upon delivery and report any visible defects, incorrect deliveries, or missing items within 3 working days. Hidden defects must be reported within 7 working days.

Claims must include photos that clearly show:

The damaged goods
The packaging
The moisture percentage (if applicable)

The risk of loss or damage transfers to the Buyer upon delivery.

If the defect is confirmed to be the Seller’s fault, we will provide a replacement or a partial refund at our discretion.

Returns are not accepted unless the defect is caused by the Seller.

If you have any questions or concerns about shipping or delivery, please contact us at info@norsewood.eu.