What happens with your order?

Customers can make orders in three ways:



By Phone

At Showroom


In each instance the enquiry is dealt with by our dedicated and friendly customer services team who provide expert knowledge and advice to help customers make an informed choice.


The customer services team are the first point of call for:

  • Enquiries

  • Advice

  • Sample requests

  • Product specifications

  • Measurement quotes

  • Aftersales


While traditional timber yards and retailers only offer boards in limited measurements, Silva Timber offer our timber boards in a variety of lengths, meaning customers can reduce wastage and preparation time by specifying exact measurements of timber, up to 6 metres, creating a stunning project with minimal joined edges.


Once an order is placed, it is keyed into our CRM system and added to the schedule for the operations team to pick. Customers are contacted the day after their order is placed to arrange a convenient delivery date.


To ensure only the finest boards leave our warehouse, our operations team will handpick timber to remove boards which may contain some natural defects or marks from the manufacturing process. While this element of quality control means we take a little longer to pick orders, its part of our care for customers to ensure they receive the very best product and service. We aim to dispatch orders from our warehouse to our delivery partners within 2-3 days, providing a rapid turnaround for customers.


The order is then packed and tightly shrink wrapped to ensure secure delivery.


Customers are called on the day of their delivery to advise on the estimated time of arrival.


Depending on the size of your order, your delivery will be sent in one of the following ways:

  • Small orders (eg Wood finish, GRK Screws, Nails etc) will normally be sent next day by our courier service
  • Local timber deliveries will be sent by our Silva Timber carrier service
  • Timber deliveries outside of our local delivery area will be sent by haulier, with orders over 1.5 tonnes delivered by a specialist haulier service.


We’re confident that the service and products you receive from Silva Timber are of the highest quality. We consistently receive positive feedback from customers and love to see how our timber has been used for projects large and small. Feel free to contact us at any time with news of your build or for any further advice.