How Much Is Delivery?
We try to keep our delivery options easy to understand, so we’ve outlined the services and costs below:
|Order value £50 and above
|FREE Express Delivery
|Order value below £50
|£4.99 (Express Delivery)
|2-4 day delivery to BT postcodes
|Scottish Highlands & Islands (2-4 days)
|IOM standard delivery (2-4 days)
For delivery to Channel Islands, Scottish Highlands and Islands please check shipping costs and delivery time scales at the checkout.
*If you place a next day delivery order before order cut off on a Friday, this will be delivered on Monday. For weekend delivery please use the Saturday/Sunday options if available when checking out.
**Saturday and Sunday delivery is available to UK mainland postcodes only and excludes business addresses and the Scottish Highlands, Islands, IOW and IOM.
Please note: There may be an extra charge for pallet deliveries especially to the very South of England and Northern Scotland due to surcharges levied by the pallet companies. If this is the case, we will contact you regarding this before the goods are sent out.
Do You Ship To Europe?
Whilst shipping to Europe is not currently available, we are looking into this and hope to make this available to our customers very soon.
When Will I Receive My Order?
We aim to dispatch all orders as quickly as possible. Most orders placed before 4pm are shipped the same day.
If you’re looking to receive your order on a Saturday, please ensure you select Saturday Delivery at the checkout. To receive your order on a Sunday, please select Sunday Delivery when checking out wherever a Sunday option is available.If you place your order on a Saturday or Sunday, and choose the express service, your order should be with you on Monday with DPD. Please note that express next day delivery is available to UK Mainland addresses only. Other locations may take up to four working days.
Who Will Deliver My Item?
Currently, we use Royal Mail, Evri and DPD to deliver our parcels. Most orders are sent with DPD and you will receive full tracking details via email the night before delivery. Your tracking number will show delivery updates as the parcel moves along its journey and you will normally be allocated a delivery estimate before 11am. Smaller items are sent with Royal Mail or Evri.
If your item is oversized, it may need to arrive on a pallet or via a van delivery. In this instance, our customer care team will contact you to make suitable arrangements. We will email you on the date of dispatch to provide you with a delivery update and important information will be provided. Please be aware that pallet deliveries are to the nearest kerbside only, so if your item is particularly large, it may be helpful to have an extra pair of hands that you can call on.
How Will I Know When To Expect My Order?
We always endeavour to deliver your order as quickly as possible. The majority of items are dispatched the same day if ordered before 4pm and should be received within a couple of working days. Some orders may take between 3-5 working days (especially during busy times). Delivery timescale estimates are detailed for each individual product. If it is an oversized item, we will get in touch to arrange a suitable delivery date with you.
Once your order is dispatched, we will email you and let you know. We’ll tell you which service the order has been dispatched with and provide you with full tracking details where applicable. Your tracking number is usually active from around 7pm on the date of dispatch and so it may not work when you initially receive the dispatch confirmation email.
Will I Need To Be In When My Order Arrives?
It’s always best if you are in to accept your delivery, but if you do happen to be out, you can manage your delivery via the courier tracking apps. You can normally provide instructions for the courier such as leave in a safe place, leave with a neighbour or select a different delivery date. Delivery comments and instructions can also be added to your order at the final stage of the order process. Please note that if you nominate a safe place or neighbour, this is done at your own risk and we cannot be held responsible for events that might occur once delivery has been made. If you have previously selected a safe place or neighbour, please be aware that this could be a default location for deliveries to your address. We ask you to consider this when making a purchase.
If you do miss your delivery, the courier will normally attempt delivery the next day or leave a card through your door so you can rearrange delivery on a day that is convenient for you.
If you have any questions, queries or concerns about a delivery, please don’t hesitate to contact our customer care team and we will do everything we can to help you. You can email us at email@example.com or use our handy Live Chat function.
Where Can I Track My Order?
We'll always include tracking wherever possible. Please click on the corresponding couriers to track your parcel.
DPD will give you a one-hour time window and several options to manage your parcel delivery with the tracking number we provide via email, including leaving the item in a safe place, with a neighbour or changing the delivery day.
Evri will help you keep an eye on your parcel's journey so you know when it's out for delivery. Click here to track your delivery if it is being delivered by Evri.
If your shipping confirmation states that your order has been sent via Royal Mail, it cannot be tracked at this stage.
Please note that if an item is to be delivered by a pallet (the majority of heavier or larger items such as Massarelli fountains, granite water features, hanging egg chairs etc.) the pallet company will call you to book a delivery date. Pallet deliveries are to the kerbside only and estimated delivery is 3-5 business days.
When You Receive Your Order
Although we do everything we can to get your order to you as safely as possible, it's very important to check your order immediately for any visible signs of damage. Please check your order as soon as you receive it and let us know about any issues straight away. You can email our friendly and helpful team at firstname.lastname@example.org or click on the Chat button to speak to one of our customer care representatives. For full details, view our Terms & Conditions.
All damages must be reported within 30 days from date of purchase.