Shipping policy
Order Processing
We aim to process all orders within 1 working day (Monday – Friday, excluding bank holidays). If there is a delay due to high order volumes or unforeseen circumstances, we will notify you as soon as possible.
Store Pickup
Prefer to collect your order? You can pick it up from our warehouse at: Unit 9 AC House, Umberslade Road, Earlswood, Solihull, B94 5PY
Pickup Hours: Monday – Friday, 8 AM – 12 PM
Simply select ‘Collection’ at checkout, and we will notify you via email when your order is ready for pickup.
Shipping Options & Rates
Our General Shipping Rates
| Shipping Option | Est. Delivery Time | Carrier | Price |
| Next Working Day | Next working day (order before 12PM) |
DHL Tracked |
FREE |
Our Loft Ladder Shipping Rates
| Product | Est. Delivery Time | Carrier | Price |
| Deluxe Wooden 3 & 4 Section Folding Loft Ladder | Next working day (order before 12PM) | DHL Tracked | FREE |
|
Aluminium 3 Section Sliding Loft Ladder |
Next working day (order before 12PM) | DHL Tracked | FREE |
Next Working Day Delivery
- Orders placed before 12 PM (midday) Monday – Friday will be dispatched the same day for next working day delivery.
- Orders placed after 12 PM or on weekends/bank holidays will be processed the next working day.
Delivery Restrictions
We currently ship to mainland UK addresses only. Some locations may have longer delivery times (48-72 hours), including: Northern Ireland, Scottish Isles, Isle of Man, Some remote mainland postcodes.
We are unable to deliver to: Channel Islands, PO Boxes, BFPO addresses, Republic of Ireland, International destinations (outside of the UK).
Lost or Delayed Orders
If your order has not arrived within the expected timeframe, please check your tracking information. If you need further assistance, contact us at hello@lofttrac.co.uk, and we will investigate.
For missing or lost parcels, please notify us within 7 days of the estimated delivery date.
Returns & Refunds
Return Window & Conditions
We accept returns within 30 days of delivery. Items must be:
✅ Unused
✅ In their original condition
✅ In original packaging
Refunds & Return Costs
- If you change your mind, we will refund your order minus return shipping costs.
- If you receive a damaged or incorrect item, we will cover the return shipping costs.
To initiate a return, please email hello@lofttrac.co.uk with your order number and reason for return.
Damaged or Faulty Items
If your order arrives damaged, please email us as soon as possible with
- Photos of the damaged item
- Your order number
We assess all cases individually and will work towards a fair resolution, whether that be a replacement, exchange, or refund.
Contact Information
Email Us
For general enquiries please contact us by email at hello@lofttrac.co.uk. For more information about our Policies please contact us by email at policies@lofttrac.co.uk.
Call Us
+443316300323
Our Address
Loft-Trac Limited, Suite K, Priest House, 1624 High Street, Knowle, Solihull, West Midlands, United Kingdom, B93 0JU
Company No: 15472828
VAT No: 460331329
Hours of Operation & Response Time
Our team is available Monday to Friday, 9AM – 5PM. We strive to respond to all enquiries within one business day.