Silva Timber Operational Status Update

Silva Timber continues to adhere to UK Government guidelines and strict social distancing.

As a result, a large portion of our office staff is working from home and adjustments have been made to warehouse operations to ensure the safety of the SILVA team and our customers.

Despite the situation, we are fulfilling virtually all orders within the period quoted at the time of placing the order. Only a tiny percentage of orders are slipping beyond this; however, we are working hard to prevent this from happening.

The team at Silva would like to thank our customers for their support and understanding during this extraordinary time that we are all experiencing. Rest assured; we are doing our very best to serve you.

Nick Taylor
Managing Director

Status Update: 26 October 2020

PHONE LINES BUSY 
ORDER PROCESSING BUSY 
SHOWROOM BY APPOINTMENT ONLY 
COLLECTIONS BY APPOINTMENT ONLY 
SAMPLES NOT AVAILABLE 
ENQUIRIES BUSY 
DELIVERIES BUSY 

FAQs

Will my order be delayed because of COVID-19?

Silva's warehouse and production team are working flat-out: producing, picking, packing, and delivering orders at a phenomenal rate. Our sales team is working equally hard to deal with the exceptional number of enquiries and orders we are receiving.

We are providing guideline dates at point of ordering but these dates can change. Numerous factors such as milling demand and third party haulage delays have been compounded by port strikes in Montreal and a growing shortage of wood due to the worldwide surge in demand.

The team will continue to update you if dates change but our response time is longer than it would be under normal circumstances.

 

 

Pre-ordering products

Products advertised as 'pre-order' clearly state an estimated arrival date to our warehouse. These dates are provisional only. Factors such as port loading, shipping times, UK port clearance, and transport from the port can affect these dates.

Customers should not book installers based on these dates.

Our team will keep you updated on changes until we can provide a firm delivery date.

 

 

Order Updates and Deliveries

We’re experiencing extremely high volumes of phone calls and orders at present.

Orders placed via the phone or web will receive:

  • a detailed order confirmation within 48 hours by email.
  • your detailed confirmation will include your scheduled your delivery date if we are able to provide one at the time of processing.

Any changes to orders may result in longer lead times.

We are not able to provide delivery times any earlier.

Our current leads are as follows:

  • Timber (palletised) - 2-3 weeks
  • Shingles & Shakes (palletised) - up to 5 working days
  • All other items (courier) - up to 3 working days

 

 

Collections

Collections are only available for timber and shingles/shakes orders.

All collections are subject to availability of stock

If using our contact-free Click + Collect service, we will let you know when your order is ready to pick up by phone and email. You will be provided with instructions with a date and time and assigned a 20-minute loading slot.

Collection times are typically between 1-2 weeks. Due to high demand, it may take longer to schedule in or be unavailable at busy times.

Please do not travel to the warehouse until we contact you – you will be turned away.

Bring with you a copy of your order and the payment card used to purchase.

On arrival at your allotted time slot, stay in the car, call the phone number provided and wait for a member of the team to approach your vehicle.

Your items will be brought out by a member of our warehouse team and left by your vehicle for you to load.

 

 

Samples

Sample requests are temporarily paused allowing us to focus on prioritising order processing and enquiries. We are fulfilling limited orders for samples over the phone. Shipping delays should be expected.

 

 

Showrooms

We are currently trialling an appointment-based system for visits to our showroom. We have a limited number of appointment slots available each day. These can be booked by calling the sales team on 0151 495 3111.

You will be able to come in to the showroom to view our products however the showroom will not be manned and any questions will need to be raised with a member of our sales team via the telephone.

Please do not turn up at either branch without an appointment as you will be turned away.

 

 

Phone Lines

Our phone lines are busy at present. If you call and leave a message, we will return your call as soon as we can.

Our hours are Mon – Thur 8:30am – 5pm | Fri 8:30am – 4pm GMT.

If you have questions about your order, you can email us at enquiries@silvatimber.co.uk or call us at 0151 495 3111.

 

 

Enquiries

The surge in demand within the industry has led to an unprecedented number of enquiries of a more complex nature which require long responses. Response times are significantly longer to these individual DIY technical enquiries. In most cases, the information can be found on our website.

All other enquiries are being responded to within 1 working day.

Silva also has dedicated teams working on larger architect-led, commercial, and self-build projects and for trade customers.