Frequently Asked Questions
Delivery & Collection
- WHERE DO YOU DELIVER TO?
We deliver to a wide section of the UK from Cambridgeshire down to Sussex, along to Kent and beyond - see our delivery page for more details. Deliveries will be made from one of our 12 branches and usually to around a 30 mile radius of those. You will have the opportunity to check your postcode when shopping online to see available options - delivery costs may vary. If you are not within our standard delivery area we can still arrange a reasonable, bespoke delivery cost for you. Our customer service team will be happy to help - call 03300 130618.
- CAN I COLLECT FROM A BRANCH?
Yes - simply choose your nearest branch when proceeding through our Checkout. When using our Click & Collect service, we encourage you to use our website's stock checker feature on each product page to check stock at your local branch. If your chosen item(s) are in stock, you can head to the branch to collect one hour after placing your order (within standard opening hours, latest collection 4:30pm). If your selected items show as 'Limited Stock' or 'Delivery Only', we encourage you to call the branch to review options. You may also still place your order and the branch will contact you by the end of the next working day to discuss. We sometimes have to manage different stock levels across all our branches but each order will be reviewed by our experts who will ensure you get the best possible solution for your needs - they may even recommend different products that are more appropriate. We'll make sure you get what you need for your project.
- I NEED MY GOODS QUICKLY - CAN YOU DELIVER THE NEXT DAY?
Yes - this can be possible but will depend on stock availability and the time of day you place your order. Please phone 03300 130618 to speak to a member of our Customer Services team and they will do all they can to arrange this for you.
- CAN I CHOOSE A SPECIFIC DELIVERY DAY - EVEN IF THAT MIGHT BE DAYS OR WEEKS IN ADVANCE?
Yes - when you place your order online, please enter your required delivery date in the Order Notes section. We review all orders for processing and our Customer Services team will action your request and confirm this to you.
- WHERE WILL MY GOODS BE UNLOADED?
We usually deliver goods to the kerb side or driveway entrance, however in exceptional circumstances we can drive nearer your property to get the goods closer. When you make your purchase, you will be asked to specify any potential access issues relating to delivery, including road width restrictions and vehicle weight restrictions. To find out more, visit our Delivery page.
Shopping With AVS
- HOW IS MY ORDER PROCESSED?
All orders placed on our website are reviewed and processed by a member of our Customer Services team. They will check the order, review stock availability, arrange delivery or branch collection and then contact you to confirm the order details. They can help with product recommendations or alternatives and will try to ensure you get the best possible service to help you complete your project.
- CAN I ADD SOMETHING TO MY ORDER AFTER I HAVE PAID?
Yes - you can add one or more items to your order after it has been processed online. Please call 03300 130618 to let us know or speak to our Sales team when they contact you to arrange delivery or collection.
- CAN I USE A DISCOUNT CODE?
Yes - occasionally we will send our registered customers discount codes by email. If you have a code, you can enter it either in the Shopping Basket by clicking 'Add Coupon Code' or at the Checkout by clicking 'Coupon/Gift Certificate' under the Order Summary section. Type in the code and click Apply. If you are not currently registered and would like to sign up to receive benefits such as discount codes, please enter your email address into the form at the bottom of every page on this website.
- CAN I PLACE AN ORDER OVER THE PHONE?
Yes - you are welcome to purchase your items over the phone, just call our central sales team on 03300 130618 within office hours, 8am-5pm during weekdays.
About Our Products
- I DON'T UNDERSTAND THESE FENCING TERMS - CAN YOU HELP?
Yes - understanding every fencing term can be tricky, whether you are a novice to DIY or even an experienced tradesman. We've created a guide to the most common fencing terms, to help you along the way.
- CAN TIMBER CHANGE AFTER PURCHASE?
Yes - it should always be remembered that timber is a natural product and will therefore be susceptible to movement and weathering as it seasons. It is not uncommon for small splits (called 'shakes') to occur in timber when it dries, and for warping when timber is allowed to dry too quickly. These will normally change back when humidity rises. All of this is natural and should not be considered a fault.
- WHERE CAN I FIND SOME GUIDES FOR MY FENCING OR LANDSCAPING PROJECT?
We have a huge range of articles across a wide variety of fencing and landscaping topics. Browse our Info & Advice section or use the Search bar at the top of the page to look for any specific subject.
- CAN I SPEAK TO SOMEONE TO GET SOME EXPERT ADVICE?
Yes - AVS have been providing industry leading help and advice since 1993 and we specialise in helping people at all levels to get whatever they need to get their projects completed. We recommend you visit one of our branches if you live near to one but if not you can use the live chat service on our website (see the blue speech icon in the bottom right hand corner) or else please call us on 03300 130618.
- WHY HAS MY ONLINE TRANSACTION FAILED?
If you have been notified that your transaction has failed, there could be a number of reasons why this has happened. It is a good idea to check whether the following events have happened:
- Timing out – have you gone away from the checkout page for a while and then returned to pay? This can cause the session to time out and consequently fail to process your order
- Incorrect Card Details – have you entered the correct details? The billing address needs to be the one registered to the card you are using, otherwise our system will pick this up and stop your order from being processed.
- Insufficient Funds – Are you sure there is enough money in your account to pay for your items?
- Payment Block – Does your bank block you from spending over a certain limit on your card? Please check with your bank if you think this could be the case as they may be able to remove the block.
If the above do not apply and you are still having problems completing your order, please do not hesitate to contact our web sales team on 03300 130618.
- HOW DO I REPORT A BUG OR ERROR ON THE WEBSITE?
We try our best to ensure the website is always 100% accurate and efficient, but we all know that occasionally those gremlins can still strike. If you spot something wrong or have any problems or feedback with the site, please email us at firstname.lastname@example.org or call 03300 130618. The more information you can provide , the better as this helps us to try and replicate your issue and fix it. For example, what page were you visiting? What web browser did you use? What were you trying to do at the time? Did you get an error message? Thanks - we really appreciate your help!
Careers at AVS Fencing
- HOW DO I APPLY FOR A JOB AT AVS?
We are always on the lookout for great candidates to work in our branches or Support Office in Horsham, West Sussex. We often have vacancies for positions such as HGV Drivers and Sales People, and would love to hear from applicants with relevant experience and enthusiasm for the role. View the Careers page for current vacancies or find out more by contacting our HR Department at email@example.com
If your question is not answered above, please Contact Us and our expert team will do their best to help you.