FAQs - Delivery

Order fulfilment, delivery times and what to do in the event of an issue

How quickly will I receive my order? How long does delivery take and what do I do if my poles have arrived broken?

This page is dedicated to all questions regarding delivery. We know how important it is for you to receive your order in a timely fashion. Our team is dedicated to fulfilling your order as quickly as possible and managing your expectations. When the products leave the warehouse, it is over to the national couriers.

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Top delivery FAQs

We aim to ship all orders out within 24 hours, with next day shipping after the order has left the warehouse. +/- 48 hours in total. The cut off time for orders to be shipping out is 12:00 that day.

Please note, although we try to fulfil orders as soon as possible, it does also depend on how busy we are and where in the UK you are located. When we have a stock replenishment take place, some delays can be experienced as the warehouse team are offloading containers. Pre-orders are shipped out first, followed by the recent orders. We work hard to get all the orders out, but please bear with us during that period (affects 1 day a month).

1 – 3 working days, UK mainland only.

  • All orders are shipped with next day courier service; however, we advise 1 – 3 working days to account for any potential delays that are out of our control such as adverse weather. For non-UK mainland orders, shipping may take longer and is dependent on the courier and services available.

  • You will receive a notification when the goods have left UK Bamboo Supplies, and another notification when your order is out for delivery.

  • Unfortunately, time slots cannot be given by the national couriers.

  • Delivery of all items is to doorstep only. Courier service is often a single driver, so they may require assistance with unloading large or heavy items. We request that you bear this in mind when ordering.

The costs are from the national couriers we use (DX Freight, DHL, APC & Pallex). UK Bamboo do not mark-up shipping.

Unfortunately, delivery costs are expensive for bulky items, like our 4m bamboo poles and bamboo plyboards. Over the years we have trialled several courier companies and found DX Freight to be an ideal primary courier, as their network is one of the only UK-based courier firms that allow for shipping of large and bulky items. They also have a high success rate for delivery, with 90% of parcels reaching their destination. Due to the size of the products, there couriers also have to man-handle to products to offload and re-load, which also leads to an increase in shipping costs.

With the cost of living crisis, couriers have had several price increases and we have tried our best to absorb these costs to minimise the impact on the customer.


  • UK Bamboo Supplies book all orders as next day delivery (we advise up to 3 days to manage expectations as sometimes delivery companies can experience delays).
  • UK Bamboo are committed to offering the best price for shipping. For bespoke large orders, to remain competitive we have used a local dedicated courier service for runs up to London.
  • Customers are more than welcome to shop around for shipping quotes and arrange their own courier / collection.

Yes. Please contact the team to get a quote.

We recommend customers from overseas and offshore UK mainland to shop around for delivery quotes as, similar to car insurance, another courier may offer a better price than the national couriers we use.

Our logistics partners ship bamboo to most places around the world, with our furthest shipments going to Dubai and Jamaica.

After the delivery has arrived

Bamboo is a natural product; therefore, colour variation can occur within one range of stock, or species of bamboo (applicable to poles).

Our bamboo poles are grouped into 2 easy-to-understand categories, based on colour and properties: Natural and Dark. Guadua bamboo is a separate category and only consists of poles of that species.

Within the Natural range we have two different, but very similar species: Moso (Phyllostachys edulis) and Vivax (Phyllostachys vivax).

The Dark bamboo range is composed of three different species: Black (Phyllostachys nigra), Speckled (Phyllostachys bambusoides f. lacrima-deae) and Java Black (Gigantochloa atroviolacea). Black doesn’t grow to the medium diameters of Speckled and the large diameters of Java Black bamboo, for example, and so this grouping was formed based on colour.

Previously, UK Bamboo did sell species individually, but customers found it difficult to navigate choosing bamboo for a particular project. We have taken this on board and simplified our offering.

If possible, please inform the delivery driver and contact UK Bamboo in 24 hours. We’ll get right on it.

Please email images of the damage to sales@ukbamboo.com. The team will be in touch to discuss options available, such as replacement

It is there, we promise!

We tend to wrap the palm twine amongst the main product’s wrapping. Please check all packaging before disposing of it. The twine is not always wrapped in a round ball, it is sometimes flat and so can be missed in the packaging.

If you cannot find the twine, please contact sales@ukbamboo.com and we will provide next steps; such as, sending another twine out, offering a refund, or investigating the matter with our courier.

Changed your mind about the product? Please refer to our returns policy document here.

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